Your repairs service

Our engineers are busier than ever right now and we’re experiencing a 15% increase in repairs compared to this time last year. This means our wait times for appointments may be a little longer than usual.  

To keep you safe, we’ll always see to emergency repairs first. You can diagnose an issue and find out what to do next on our website. There you’ll also find handy guidance which may help you fix the issue yourself. Simply head to thrivehomes.org.uk/repairs 

If we can’t book a repair appointment right away, we might need to use one of our contractors to do the job. If that happens, we’ll let you know and put them in touch with you directly to book in an appointment. 

We know you prefer our own Thrive Homes Services (THS) engineers because you feel they provide a better service and you know them. That’s why we’ve been growing the team by employing more engineers. Last month they completed 93.8% of repair requests so you didn’t have to wait for other companies. 

Damp and mould issues become more of a problem in the colder months. That’s why we’ve put together advice on how to prevent it from happening and what products you can use to help.  

If you find damp or mould in your home that you can’t get rid of as part of your usual cleaning routine, we’ll always work with you to sort it. Visit the same page on our website to diagnose the issue and find out what you need to do next: thrivehomes.org.uk/damp-and-mould  

We know there have been some difficulties with our contractor and their response times, so we're pleased to share that we are now working with a second contractor. This means we should be able to see to issues faster. 

Communal door entry systems often need specialist parts that take time to order. Once they arrive, we often need help from customers to test out the system and this can be difficult to arrange and slow down the repair time. We know it's important to keep you informed along the way and the team is working on ways to improve this too. 

91.8% of customers surveyed last month told us they were satisfied with our repairs service.  

We are always looking at ways to improve your experience and have been working to monitor outstanding works and improve our communication. This way we can make sure we keep you informed and do what we say we will.  

In the coming weeks, we will be providing more information on our repairs timescales so you know what to expect when you report an issue to us and we’ll let you know when this is ready. 

Do you have fresh ideas to improve our services?  

Become a Thrive Customer Voice member to have a say! 

We spend millions upgrading kitchens, bathrooms, windows, doors, roofs and more every year. Last year our costs increased by 9.7% and we expect more this year. That’s why it’s important for us to plan ahead and make sure our homes receive the upgrades they need.  

Identifying upgrades 

We aim to carry out a stock condition survey (SCS) to all our homes every five years to check over their condition and work out what upgrades are needed.  

Hundreds of these visits are taking place right now so we can plan works due to take place between April 2024 – March 2025. This includes properties that need new insulation to stay warm and efficient.  

If we’ve contacted you to arrange a survey, please work with us to find a suitable time. To learn more, head to: thrivehomes.org.uk/plannedworks 

Warm and energy efficient homes  

We are still focusing on installing new insulation to the homes that are hardest to heat. Customers included in this programme have been contacted, and the works will be starting soon. 

If you are struggling to heat your home, take a look at our heating guides and energy saving tips: 

• Find out how to set your heating system up efficiently  
• Take a look at our energy saving tips 

We’re always working to enhance this information, so if there’s anything you’d like more information on, please let us know.