Insights by Newport City Homes
Customers

Customer Satisfaction with Maintenance

Repairs is a major driver of customer satisfaction. It delights our customers when we get it right and disappoints them when we could do better. The repairs review will implement changes to help us deliver an even better repairs service.

66.8 %
Percentage of social tenure customers surveyed by STAR who were satisfied or very satisfied with the repairs and maintenance service
% satisfaction with repairs & maintenance service
77.4 %
Percentage of social tenure customers surveyed responding with 'satisfied' or 'very satisfied' to the statement 'the repair being done right first time' following the completion of a reactive repair
Repairs right first time (transactional survey)

Risk & Opportunity

The Welsh Government (WG) has issued the draft Welsh Housing Quality Standard (WHQS 2.0) for consultation. The revised standard (once formally approved) will confirm the minimum standard for all social housing in Wales. The draft standard proposes very ambitious targets for the decarbonisation of housing, with a proposal for all homes to achieve EPC A by 2033. The standard also increases landlord responsibility on compliance maintenance elements including water hygiene and increased frequency of electrical safety checks. The association supports the ambition of WHQS 2.0 but recognises the increase investment required to achieve the standard. The association is reviewing the draft standard and providing feedback to the WG via formal consultation.

Risk assessment
04
Prob
03
Imp
07
Score
Risk owner
Deputy Director
Property & Place
Key concerns
  • Failure to provide service that meets customers’ needs
  • Ineffective business practices leading to services that do not meet customer expectations
Key controls
  • Action: repairs review to redesign service delivery model. Structural review and changes of the delivery team expand in-house capability and redesign business processes to increase right-first-time service delivery.
  • Control: Contract management of maintenance & supply contracts, maintaining regular contact with early identification of areas of concern.
Risk assessment
03
Prob
03
Imp
06
Score
Risk owner
Deputy Director
Property & Place
Key concerns
  • Inflationary pressures resulting in higher costs for repairs and maintenance services
  • Ineffective budgetary control
Key controls
  • Control: repairs policy and voids standard agreed.
  • Control: Agreed annual budgets approved by Exec and Board.
  • Control: Industry cost analysis report provided to association monthly highlighting the variations in the cost of materials