2026 - Together We Have

Together we have improved your repairs service.

The Tenant and Leaseholder Advisory Group have worked tirelessly over 12 months alongside the Repairs and Servicing Manager, Officers and Wates Property Services (WPS) management team to review how WPS communicate with our tenants.

Through detailed discussions our tenants shared their experiences, that of their neighbours and friends and challenged our current practices. They also suggested some practical improvements to communications and the overall experience of the repairs services.

Together we have:

• Improved appointment information so you know which trade will attend
• Made communication more accessible, including large print, braille and translation options
• Introduced "work completed cards" so you know when work has been completed outside your home
• Improved how you can contact us, using a dedicated email and telephone options with call back services
• Increased the number of operatives, helping reduce delays
• Completed more repairs, with over 1,000 additional jobs carried out in the last year
• Increased appointments booked at first contact from 30% to 80–90%
• Improved feedback surveys so they are sent at the right time
• Offered a range of ways in which we share information about reporting repairs and accessing services e.g. through newsletter, website, text messages and drop in events
• Simplified and made clear the information and guidance on asbestos
• Encouraged and promoted the value of you feeding back to us in our newsletters

We are still working together to:

• Improve text message updates so they include more detailed information
• Reduce the need for repeat visits by improving how complex repairs are managed
• Improve how we manage and use your contact details through new systems
• Provide clearer and more consistent updates about the work being carried out in your home

These improvements are part of longer term changes, and we will continue working closely with you to deliver them.