Here's what's coming up!
Later this year, we have a new framework in place for sub-contractors, who carry out the works that our repairs team can’t. This new framework will launch in the autumn, and we’ve spent time making sure these contractors are all committed to a consistent quality standard, so you can be sure these jobs are carried out by teams we trust to carry out a good service.
By winter, we are working towards giving you better control of your appointments – offering a guaranteed first appointment of the day (so you know our operative will be with you first thing in the morning), and offering you a choice of operatives – so if you’ve had a great service from a particular plumber or carpenter and you’d like them to be the one that completes your next repair, you can make this choice.
The Residents Repair Panel
The repairs panel have been working closely with us every step of the way. Their feedback has been used to:
- Inform changes to our pest control policy – which means we now step in to address problems in many more cases.
- Update the progress messaging (text updates) that you’ll receive from our new scheduling system, including more information about when the operative completing your repair is on the way.
- Make our vans easier to identify – every van in our f leet now has a two-digit number on all four sides, so if there’s a problem it’s much easier to report to us.
Join the panel!
The panel are continuing to work with us, make improvements and make sure we’re doing everything we’ve promised. The panel would love you to join and if you would like to contribute to their oversight – please email customerempowerment@wandle.com to find out more.
Tenant Satisfaction Surveys
All social housing providers are regulated by the Regulator for Social Housing. They have set 22 measures that all providers must measure and publish annually (we’ll be sharing our results for 2025/26 with you this summer in our Residents’ Annual Report). Some of the measures are data that we provide – 10 landlord management information measures, and the rest are tenant perception measures captured by surveying you.
For the last two years, we’ve had a small team calling you to survey you on the Tenant Satisfaction Measures - but from May, we’ve outsourced this to a specialist team, called Acuity. Getting a partner company to make these survey calls is more efficient, and means we can focus more on understanding the results, and making improvements. It also means we can start surveying shared-owners fully.
If you receive a call from Acuity, you can be sure it’s on our behalf by checking the number they have called you from, which will always be: 0208 089 0160.
If you can, it’s important that you answer a survey call when you get one – everything you share helps us to better understand what’s going well, and what we need to improve.
Remember to register to vote!
The 2026 London local elections will take place on Thursday 7 May, with all London borough councillor seats up for election. Make sure you have registered to vote by visiting www.gov.uk/register-to-vote and make sure on the day to bring a form of photo ID. You can check your photo ID here.