To support the sector to respond to recommendation three of the Better Social Housing Review, we've published case studies of housing associations, local authorities, and arms length management organisations (ALMOs) who have worked with their residents, staff, and contractors to improve their repairs and maintenance services.
Below, the case studies focus on the journeys that each organisation has been on, how their engagement led to significant changes to their repairs and maintenance services, and the good practice that others in the sector can learn from.
Midland Heart
Explore how Midland Heart use different tenant insights to inform their repairs and maintenance service.
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L&Q
Find out how L&Q use different methodology to gain feedback and use that to tackle dissatisfaction.
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South Liverpool Homes
Read how SLH work with tenants to improve their repairs service by constantly reviewing and scrutinising the practice.
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St Leger Homes
See how St Leger Homes took their repairs excellence program pilot to customers to help make improvements.
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LiveWest
Learn how LiveWest's customer group InFocus scrutinised their repairs offer to help improve services.
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Ashton Pioneer Homes
See how APH changed the way they do tenant engagement to help improve their building safety and decency.
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London Borough of Havering and Mears
LBoH took the decision to move their repairs service and call centre externally to Mears - read how it works.
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Sutton Housing Partnership
As SHP bring their service in house, read how they managed the transition with tenants and staff.
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Bolton at Home
Learn how Bolton at Home have been improving their repairs service by creating a Youth Scrutiny group.
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Greatwell Homes
Learn why Greatwell Homes have reviewed their voids maintenance service to better serve customers first time.
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