Exciting news: PiLON has been appointed as our new repairs contractor!
As of December 2025, PiLON has taken over from Gilmartins as our supporting repairs contractor. We’re working closely with PiLON alongside our in-house repairs team - Thrive Homes Services (THS).
You said, we listened: Here’s how your feedback helped us appoint PiLON
Thank you to all Thrive Customer Voice members who took part in a survey back in August 2025 to help us shape the questions we used to find a new supporting repairs contractor.
What you told us mattered most:
- Clear, timely communication at every stage of the repair.
- Respectful, professional behaviour from operatives in your home.
- High-quality repairs done right the first time.
- Joined-up working between Thrive and contractors so you’re not left chasing updates.
- Flexible appointments that work around your needs.
- Punctuality — how contractors stick to time slots, keep you informed of delays, and avoid missed appointments.
Using your feedback, we shaped the questions used to ask each contractor how they would meet the standards – here's what we covered:
| The types of questions we asked contractors | How PiLON responded and scored |
| How contractors treat and communicate with customers | You told us that empathy, respect and understanding are essential. Because of this, we asked contractors how their operatives would support customers with different needs.
PiLON scored particularly highly here. They showed strong values around customer care and demonstrated that their staff receive training in areas such as ethnicity, diversity and inclusion, safeguarding, dementia and mental health. They also highlighted the importance of clear and consistent communication. We were also reassured that PiLON recruit operatives not just for technical ability but also for their personal skills, helping to build a strong customer‑focused service. |
| How they ensure repairs are high quality and completed on time |
You told us that keeping you informed and getting repairs right first time is important. We therefore asked contractors how they maintain quality and how they communicate about appointments, time slots and delays.
PiLON again scored well. They explained how they use quality checks to spot and fix issues quickly, and how they will share more information with Thrive so we have a clearer picture of the work happening in your homes. This helps us give you better updates when you contact us.
They also showed that they use helpful technology to manage appointments and send updates if anything changes, while taking individual needs and accessibility into account. |
| How they make communication easy and accessible |
We asked contractors how they ensure their communication is timely, clear and suitable for all customers.
PiLON showed us that they send helpful reminders, communicate in ways that suit different needs, and check for any risks to make sure each customer gets the right support. They also showed how they use customer feedback to keep improving. Their low complaint levels and high satisfaction scores supported this. |
| How they work in partnership with Thrive |
You told us you want a contractor who works closely with us so issues can be resolved quickly. We therefore asked how they would build a strong, proactive relationship with Thrive.
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We’re also making changes to our Thrive Home Services in-house repairs team
77.5% of you told us you prefer our in-house repairs team — Thrive Homes Services (the ones wearing the purple shirts). You trust their knowledge of your homes, and we’re proud of that.
While we aim to send our own team wherever possible, sometimes the type of repair or demand means we need to use a contractor. Even then, we’re committed to making sure you get the same high-quality service every time. We’re working on a number of changes to improve your repairs service, including behind-the-scenes upgrades to our systems and ways of working—so we can get things right first time, more often. Here’s what else we’re working on:
- Increasing the size of our Thrive Homes Services team
- Improving how we manage repairs that need more than one visit, so you’re kept better informed, and you know what’s needed to complete the repair.
- Making it easier for our team to access your household’s support needs and contact preferences, so we can tailor our service to you.
- Refreshing our “Sorry We Missed You” cards to make it easier for you to rebook appointments and stay updated.
- Improving our process for addressing follow on works (where we need to return after an initial visit), so you receive more updates and are kept better informed throughout the repairs process.
Once again, thank you for your time and feedback. Your voice is helping us build a repairs service that works better for you.
We know there's still work to be done and in 2026 we’ll be inviting customers to meet our new contractors PiLON and have a real say on how your voices can be heard within contractor meetings. Keep an eye on your inbox for further details!