It’s now seven months since we changed the way that TCH Repairs operates. This has given us greater control over the systems and processes that are used to run the service.  

Our priority has been to reduce the number of outstanding jobs while making sure we respond on time to new requests.  

We still do have outstanding jobs but, over the next six weeks, we will be working with sub-contractors to make sure the number of these jobs drops. We also have wider plans in place to address the issue.  

We’re also looking at improving the information you receive when you book a repair. We know how valuable residents find the appointment updates they receive via text message, and we’re sorry that this system has been down for a while.  

Our teams are working on getting this back up and running, together with other improvements around the way that repairs are booked, and how we keep you updated. We’re aiming for these improvements to be made by early summer.  

As well as practical improvements we’ve been developing a new Repairs Strategic Plan, which is set to launch in the Spring. Thank you to all the residents who have provided feedback to help shape this document so far. If you would like to share your views on this plan, please complete our survey here by Friday 13 March. 

We’ve also set up two new ways for residents to share feedback on repairs and help us to develop, deliver and improve future services:  

Our Responsive Repairs Panel will act as a critical friend by working with us to review performance, help identify themes for areas of continuous improvement, champion a ‘Resident First’ repairs culture and oversee delivery of the Repairs Strategic Plan action plan. 

And our Repairs 1% Club will give 130 residents (representing 1% of all TCH households) the opportunity to regularly share their views via different communication methods and positively influence the repairs service.  

Thank you to everyone who has signed up to these two initiatives, and to all residents for your continued support and patience as we work to improve our repairs service.  

• We still have limited spaces for the Responsive Repairs Panel and the Repairs 1% Club. Find out more about both here, or email getinvolved@tch.org.uk for more information or to sign up.