Homes and buildings
Our Property Services team makes sure our homes and buildings are well maintained, carrying out around 50,000 repairs every year. These include essential safety checks, emergency and non-emergency repairs, and planned investment works.
The numbers
Total repairs 47,707
This includes those relating to:
- Condensation, mould and damp 6,228
- Gas responsive repairs 10,454
- Out-of-hours repairs 6,334
Telephone calls
- 77,364 (7,238 of these were out-of-hours)
- 82.43% calls answered within 20 seconds
- Average answer time 33 seconds
Have you still got the Repairs Handbook from when you moved in? It’s been refreshed with feedback from involved tenants and is packed with handy tips on reporting repairs, what to expect from us, and what’s your responsibility. Request one to be emailed to you by calling 0345 2000 102, or the information is online.
Did you know?
There’s a wide range of self-help videos on our website, from cleaning grout on tiles and unblocking a waste pipe, to replacing a toilet seat and bleeding radiators. Our Repairs and Investment Panel reviewed these in February 2026.
‘No access’ visits
It’s important that we can access your home when we need to carry out an essential visit, such as an annual boiler service, condition survey, or a tenancy home visit. These are part of your Tenancy Agreement.
We record a visit as ‘no access’ when we have arranged an appointment in advance, but the tenant is not at home when we arrive, or does not allow us into their home. We can take stricter measures to gain access, with legal action as a last resort. If you receive an appointment time which is not convenient, please give us a ring and we can rearrange it.
- No access visits for repairs jobs 6,810
- No access visits for gas servicing 6,737
- No access visits for tenancy home visits 175
We worked with a group of tenants in April 2025 to get their views on why tenants may not allow us access to their homes and how we can reduce this. As a result, publicity has gone out across the year with key messages to raise awareness of this issue.
Adaptations
We carry out specialised aids and adaptations work to tenants’ homes, helping support those who require assistance to be comfortable, safe and more independent in their home. A new Aids and Adaptations Policy was introduced this year, following public consultation in summer 2025.
Adaptation works during 2025-26 included:
- 113 low-level access showers
- 18 shower-over baths
- 52 stairlifts
- 35 ramps
- 2 lift installations
- 6 ceiling track hoists
Keeping your home safe
As your landlord, we are responsible for making sure our homes and public buildings are safe. We follow regulatory requirements and have a comprehensive programme of maintenance checks.
Gas – 100% of our properties have a valid Landlord Gas Safety Record (LGSR) certificate
Fire safety – 100% of buildings that require a Fire Risk Assessment have been completed
Water hygiene – 100% of buildings have an up-to-date risk assessment
Asbestos – 100% of our legally required asbestos management surveys have been completed
Carbon Monoxide alarms are in all our properties with gas or solid fuel appliances
Electrical Safety – as of March 2026, 91% of all our properties had an Electrical Installation Condition Report (EICR) completed within five years (up from 53.6% at the same time last year)
Passenger Lifts – 100% of our lifts have had a valid safety inspection
Stock condition surveys
In late 2024, we began our new stock condition survey programme, to make sure our homes are compliant with Government Decent Homes Standards.
A surveyor assesses a range of things, such as the condition of the roof and building structure, and key fixtures like the kitchen and bathroom. They check for any hazards such as risk of falls, damp and mould, or electrical hazards. As well as identifying any issues that require more urgent attention, the surveys allow us to accurately plan our future maintenance programmes, so that the right homes receive the right works at the right time. We aim to survey all our housing stock every five years, in line with current guidelines.
During 2025-26 we completed 5,736 stock condition surveys, bringing our total to date to 10,099 homes (around 78%). Whilst this has been an excellent start, we still need to access almost 3,000 homes during 2026-27 to achieve our target of 100%. We will be making renewed attempts to access these remaining homes during the coming year.