You said, we listened:
here’s what you told us matters most
We invited members to share their thoughts on a new contractor to support our in-house repairs team for the next 12 months. To make sure we choose the right supplier, we wanted to understand what matters most to customers when it comes to repairs in your home and building. Thank you to everyone who took the time to share their views in our recent survey - we appreciate your honesty and ideas and your feedback is helping us choose the right contractor to support our in-house team to make sure the service works better for you.
We're excited to share the survey results and outline the steps being taken to improve your experience with contractors.
What was the feedback?
Here’s a look at some of the things you told us matter most:
Clear and Timely Communication
You want to be kept informed at every stage — from when a repair is booked to when it’s completed. 79.2% of you said updates are essential if a repair isn’t completed on the first visit.
Punctuality and Reliability
Being on time and sticking to agreed appointments is really important. You told us missed appointments and delays are frustrating, and you want contractors to stick to agreed times. The results said that 64.2% of respondents expect a text or call before arrival.
Professionalism and Respect
You value contractors who are polite, tidy, and treat your home with care and respect.
Competence and Quality of Work
Understandably the survey showed you want repairs done properly the first time by skilled, qualified professionals with no need for follow up works.
Continuity and Follow-Up
You want to know who to contact, what’s happening next, and not have to repeat yourself. We found that 68.3% said getting full answers when contacting the service is important.
“If unable to complete works, inform us and explain the next steps.”
Flexibility and Accessibility
We understand that many customers prefer appointment options that work around their lives to fit in with work schedules, childcare and hospital appointments. You told us you would prefer more flexibility for appointment times including evenings, weekends, and consideration for access needs.
64.2% of you told us you preferred AM/PM slots or Saturday appointments. While we don’t currently offer weekend appointments, we’re committed to regularly reviewing customer needs and exploring ways to improve our service in future. In the meantime, we do offer a range of appointment slots to help make things more convenient:
Morning: 8:00am–12:00pm
Afternoon: 1:00pm–6:00pm
School run-friendly: 9:30am–2:45pm
Any time: 8:00am–6:00pm
You can choose your preferred slot when you report a repair, and we’ll do our best to accommodate your needs.
How We’re Acting on Your Feedback
We’ve used your feedback to shape the questions we’re asking potential new contractors during the procurement process, and these questions now form part of the selection process so we can focus on the things that matter most to you — including:
- 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.
- And, based on your strong feedback, we’ve made sure to emphasise punctuality — asking contractors how they’ll stick to time slots, keep you informed of delays, and avoid missed appointments.
We’re also making changes to our Thrive Home Services in-house repairs team
It’s not just about new contractors. 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. If you need to let us know that you have additional support needs, you can let us know by calling us on 0800 917 6077 or update your information online here.
- Refreshing our “Sorry We Missed You” cards to make it easier for you to rebook and stay updated.
- Once again, thank you for your time and feedback. Your voice is helping us build a repairs service that works better for you.
We’re turning your input into action — keep an eye out for our newsletters to see how your feedback is shaping what happens next.
Thank you again for taking part in the survey, your feedback is really valuable and helps us improve!
You can read our latest Annual Report for tenants here thrivehomes.org.uk/annualreport
If you require the report in another format such as a printed copy, please let us know: thrivehomes.org.uk/contact-us