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Update on our repairs service

Published 17 September 2021

I would like to say sorry to all our customers who are currently waiting longer than usual for repairs to be carried out in their homes. 

There are two types of repairs that we undertake – emergency and general.  Throughout the pandemic we have continued to deliver emergency repairs however at some points general repairs were on hold creating a pent up demand.

For emergency repairs, we aim to respond within 24 hours, and achieve this in 96% of cases.  Response times for general repairs vary by the type of work that is needed but, at present, some of these are taking longer to complete than we would like.

The reasons for this are:

Following the lifting of COVID-19 restrictions, we have seen an increase in the number of repairs being reported to us.  This peak in demand has happened alongside other issues affecting not just WDH but other housing associations and industries.

The impact of colleagues having to self-isolate, and sickness, has reduced the number of tradespeople currently available. In addition, the construction industry is booming which is making it more difficult for companies, like us, who are looking to recruit more tradespeople or source contractors for temporary support. Supply chains are also struggling to keep up with demand for construction products and materials. 

So, what are we doing?

We continue to offer a seven day repairs service across the Wakefield district, prioritising emergency and urgent repairs. Emergency repairs have an immediate health and safety risk to you, your home or your neighbours.  You can check here what is classified as an emergency repair.

When you log an emergency repair the person you are reporting the repair to will be able to give an approximate time a trades person will call.  In all cases, the trades person who will carry out your repair will contact you before attending to find out more details about the repair. They will also agree a convenient time to visit your property to carry out the work.

If you are logging a general repair, your repair will be logged and, as soon as possible, a trades person will be in touch.  Currently, this is likely to be a longer wait then we would like it to be. I am sorry this is the case.

We are doing all that we can to maximise availability of resource and our team are already working additional hours to complete the works.

We pride ourselves on our ability to complete most repairs on the first visit. For the year ending 31 March 2021 we completed nearly 95% of repairs on the first visit, ensuring the most efficient service possible. If we cannot complete a repair in one visit, we will prioritise any additional work to minimise further inconvenience.

What you can do to help

  • We would ask for your patience and understanding as we do our best to work through to these current challenges, which are being faced by all housing associations.
  • Once logged, please only get in touch if your repair worsens.
  • And remember, please do not report any repairs that fall under your responsibility.

We are focused on resolving this issue as soon as possible and we would like to thank you for your continued support as we work hard to do so.

Martyn Shaw
Executive Director of WDH Technical Services

 

 

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