Repairs, maintenance and money spent

We understand how important repairs are to you and we’re working on improving this service. In 2023/24 we carried out 29,831 repairs. We spent £42.3m on home improvements and repairs which included:

Improving our repairs

We are working hard to improve our repairs service and make it more resilient. Here’s how:

• We have further increased the size of the team as we know that customers give excellent feedback about our operatives when they arrive and do the job.
• We have expanded our operating hours, meaning customers can now pick an appointment for repairs between 8.30am and 6pm.
• We’re going to introduce video technology to help us see what issues may be in your home. This will help us to fix things first time and reduce the need to visit your home to an inspection.
• We’re looking at a new IT solution for our repairs service, ensuring that it works for both our colleagues and our customers.
• We’re looking to make further improvements to MyGUHG, our customer portal. This includes a new app on Android and Apple device.
• We’re looking into the reasons behind appointment failures so we can fix the root cause of those problems.
• We are also working on a better way of matching our resources against demand to further reduce the time it takes us to repairs.

Your safety

We carry out annual checks on your homes to make sure they are safe. These checks will look at gas, electric and fire safety.