Your repairs service

Our repairs service

We’re always working hard to tackle damp, and mould issues all year round. This is really important to keep our homes safe and well maintained.  

To help with the high number of repairs, we’ve recruited more engineers to our Thrive Homes Services team. Our supporting contractor Gilmartins is also taking on more appointments. You may be contacted by them on our behalf to get your repairs booked in more quickly.  

Gilmartins will also be working on our roofing and drainage jobs from now on, so you’ll hear from them if you have outstanding repairs in these two areas. 

By expanding our repairs team and working with Gilmartins, we hope that this will bring our wait times for appointments down and in line with our published timescales. Whilst we work to do this, we’ll use this page to update you on how long you can expect to wait for each trade this month. 

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 100% of emergency repairs were responded to within 24 hours this 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

THS unable to access your home 

We are sometimes unable to complete your repair because we are unable to get access to your property. This was the case for 23.8% of our 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.  

Last year, customers told us that one of the reasons they don’t feel safe in their homes is because of issues with door entry systems.

Many of our door entry systems are outdated and require specialist parts and engineers to fix. Acting on your feedback, we’re working to upgrade most of these systems over the next couple of years to a more modern door entry system.

We’ve already started to install these in some blocks and will be in touch with customers living in properties included in these works.

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. Last month they completed 94.11% of repair requests so you didn’t have to wait for our contractors to help.

86.5% 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 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.

Our stock condition surveys to help us to 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 between April 2024 – March 2025.

Rand, our supporting contractor, will be carrying out many of these surveys and will contact you to book an appointment suitable for you. All Rand surveyors will be carrying identification badges. If you are concerned, please contact us on 0800 917 6077 to verify their details.

To learn more, head to: thrivehomes.org.uk/plannedworks

We’ve also started some external surveys to help look at the condition of the roofs on some of our properties. A company called ‘DroneYour’ have been surveying roofs in High Wycombe. This technology is a quick and easy way to check the condition without putting up scaffolding and disturbing you in your home.

If your property is included in this survey, you will have been contacted but if you have any questions, please get in touch with us.