Repairs and maintenance service
Last updated: February 2026
We work hard all year round to tackle damp and mould, helping to keep your home safe, healthy, and well maintained.
You can find plenty of advice on our Damp & Mould webpage, including fact sheets, details about how we can help, and information on the products we use. Dealing with damp & mould.
We’re dealing with a high number of repair requests right now, which means it’s taking a little longer than usual to book appointments. We want to assure you that we’re working to get your repair scheduled as soon as possible
To help us complete repairs on time, we work with a team of trusted contractors. They may contact you directly to arrange or discuss your appointment. If you’re ever unsure, you can always give us a call or check your appointments anytime on the myThrive hub.
We’re continually improving our services. To see what we’re working on, visit our listening & acting page.
You can also view the latest updates on our repairs service this month and our current wait times for appointments below.
In December 2025 we brought PiLON on board as our new supporting repairs contractor, this was done with the help of Thrive Customer Voice members who told us what was important to them in a new contractor.
You may notice PiLON taking on some of your repairs and visiting your home, they will always carry and ID badge on them and if you have any concerns, please contact us in your usual way to verify their identity.
Read more about our partnership with PiLON here.
We’re dealing with a high volume of repair requests right now and this may mean waiting a little longer for a repair appointment. We want to assure you that we are working on getting these booked as a priority and will contact you as soon as we can if you have an outstanding repair. Thank you for your patience whilst we work on this!
We work hard to meet our published timescales but there are times where these will change due to the circumstances of the repair. Weather conditions and the availability of materials needed to carry them out may also have an impact.
We’re very pleased to let you know that 99.51% of emergency repairs were responded to within 24 hours this past month. Take a look at how we’re responding to our routine and planned repairs below.
*Please note that these current timescales are for guidance only and do not include our emergency repairs that are attended to within 24 hours
We are sometimes unable to complete your repair because we are unable to get access to your home. This was the case for 146 of our scheduled appointments and 128 Gas service appointments last month.
If you need to change your scheduled appointment, please let us know as soon as possible so that we can offer it to someone else. You can get in touch with our Contact Centre on 0800 917 6077.
Routine works
We aim to complete routine repairs in 20 working days.
Planned works
We aim to complete planned repairs in 60 working days. These relate to more complex repair works so take a little longer than routine repairs.
Customers have previously told us that one of the reasons they don’t feel safe in their homes is because of issues with older door entry systems and making sure our customers feel safe in their homes is a priority for us, so we brought the schedule forward and are working with EnergB to upgrade most of these systems over the next couple years to a more modern and secure door entry system.
If your building is identified as needing an updated door entry system you will receive a letter from us and Energ.B a few weeks before the work is due to start.
You can find information including Intratone user guides and an FAQ section here.
You don’t need to do anything, although making sure your contact telephone details are up to date on our system is important to get the most functionality from the system. Please head to Update my information - Thrive Homes to check and update your details.
You don’t need to do anything, although making sure your contact telephone details are up to date on our system is important to get the most functionality from the system. Please head to Update my information - Thrive Homes to check and update your details
If you need help with a repair, you can diagnose the issue and find out what to do next on our website. 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 a convenient time.
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. Due to an increase of reported repairs we continue to utilise our contractors to help us get back on track.
Last month Thrive Homes Services completed 93.4% % of repair requests so you didn’t have to wait for our contractors to help.
93.4% of customers surveyed last month told us they were satisfied with our repairs service.
Do you have fresh ideas to improve our services?
Become a Thrive Customer Voice member or a block rep to have your say!
Visit our get involved page for more information.
Our rolling Stock Condition surveys help us check over the condition of your home and work out what upgrades are needed. We’re carrying out an increased number of these this year so we can plan works due to take place in the coming year.
Our Surveyor will contact you directly to arrange an appointment for your survey, if you’re not in, they will leave a card with their contact details so you can contact them directly.
We spend millions upgrading kitchens, bathrooms, windows, doors, roofs and more every year. Our costs continue to increase year on year, and you can find out more by reading our Annual Report for Tenants.
To help manage our costs responsibly, it’s important for us to plan ahead and make sure our homes receive the upgrades they need.
To learn more, head to: thrivehomes.org.uk/plannedworks
We are continuing to install External Wall Insulation (EWI) in some of our properties to help customers reduce heating costs and lower our carbon emissions.
For more information on the programme schedule, please visit: Social Housing Decarbonisation Fund
Loft Insulation
If you don’t have loft insulation, we will ensure it meets the standard by topping it up to 300mm. A survey can help us identify your needs. For more details, visit: Insulation Upgrades
If your home is part of our planned works programme for loft insulation, you will be contacted directly by our contractor M.H.Goldsmith & Sons Ltd.
Cavity Wall Funding Programme
We will be checking the condition of insulation in all our properties. Where there isn't an existing insulation warranty (CIGA) in place, our Warm Front team will inspect the home and reinstall cavity insulation if required.
We complete annual asbestos inspections in flat blocks where asbestos has previously been identified. This is an important check to make sure your building is in a safe condition.
Our contractors, Environtec carry out these inspections and sometimes attend on weekends. They will always carry an ID badge and let you know before if they need access to your home.
If you would like further details of when your block is due for this inspection, please contact us in your usual way: thrivehomes.org.uk/contact-us
Always beware of bogus callers
If you suspect someone is pretending to work on our behalf, please do not let them into your home or share any of your personal details with them. Call us on 0800 917 6077 to verify their details.
As a reminder – our colleagues and contractors:
- will always carry ID and you can ask to see this
- will never ask you for any cash payment.
If you are suspicious or worried, contact the police straight away.
We want these updates to be meaningful to you, so if there’s something you’d like to hear about next time – leave us a comment.
Best,
Warren Reynolds
Head of Repairs
Interested in working with us? View our current vacancies
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