Q1 2025/26 - How are we performing?

Within the first quarter of our 2025/26 financial year, we’ve continued to embed our new regional housing model and are already reaping the benefits of this. Central to this model, and our overall service delivery, is listening to and acting on what our customers are telling us.

Looking at the end of June 2025, our core service performance is good, we continue to see improvements in our service delivery and our customers’ satisfaction. But there’s always more to do to deliver the high quality we aim for and our customers deserve. In recent surveys customers have told us loud and clear that the speed of repairs is their priority. This must be our priority too, and that’s why we’re taking a deep dive in what our customers, who recently gave us feedback, have to say about our repairs service.

Spotlight on repairs

We’re working to ensure our repairs are carried out quickly and to a high standard. It’s really important that we involve our customers feedback in how we deliver our services, after all, they’re the ones who receive the services.

In 2021 our Resident Scrutiny Group carried out a review of our repairs service and recommended that we trial new timescales for completing repairs, with the aim of reducing overall timescales for routine repairs. In recent surveys we’re also hearing clearly that the speed of repairs is of significant importance to our customers.

Looking back over the last four years, we’ve reduced our average routine repair completion time by 9.7 calendar days. And we’re seeing an increase in the number of emergency repairs completed on time. We understand waiting for a repair to be completed is frustrating, we always offer our customers the first available appointment to help reduce the amount of time they have to wait. But it’s not just about how quickly repairs are completed, it’s also about the quality. Looking at surveys taken after a customer’s last repair, 94.2% were happy with the repair they received. You can see our full repairs performance data over the last four years below.

Preparing for Awaab’s Law

Behind the scenes, our repairs and maintenance teams are getting ready for Awaab’s Law.

• The work to enhance our dynamic scheduling system to deliver new repairs timescales is underway
• Our emergency repairs service will remain within 24 hours
• Damp and mould-related works will have a new target of 14 calendar days to complete and inspection and remove the hazard. Abri already adopt a proactive approach to addressing damp and mould, this is supported by the growth of our Healthy Homes team. In 2021 there were three colleagues, now, there are over 60
• Routine repairs will have a target of 30 calendar days
• And planned works will have a 90 calendar days target for less urgent jobs, like fencing

Everyone has the right to live in a safe, warm and quality home. The culture in which Abri delivers its repairs service is just as important as our targets. That’s why we encourage all colleagues and customers to ‘see something, say something’, reporting anything to us that does not look right or up to our standards so that we can fix it.

Improving services with our customers

Our Resident Scrutiny Group is revisiting their repairs review to look at what we’ve achieved so far, and what’s next to improve our services as part of our new services strategy. To further understand how we can improve our repairs and maintenance, we’re running sessions in September to discuss our service with customers that have recently provided us feedback. This will provide us with important insight into how our service is currently working, so that we can make improvements straight away, and feed this into our longer-term strategy.

We’re always working to improve our services and act on what our customers are telling us. We’ll continue to outline how we’re performing and how we’re making changes each quarter to ensure our customers can hold us to account.

Ralph Facey, Chief Operating Officer 

* The data provided does not include Octavia. We continue to report separately on Octavia’s performance until they’re fully integrated into the Abri Group later this year

If you’d like to see Abri’s performance in 2024/25 you can read our customer annual report here.