Tenant Satisfaction Measures
Keeping your home in good repair
Last summer, we wrote to you about what we had learnt from your feedback regarding our repairs service, including how you rated us on the Tenant Satisfaction Measures related to repairs. In our Residents Annual Report 2023/24 we shared our performance for these Tenant Satisfaction Measures.
We spoke about what we were working on, and our targets for this year. Since then, we’ve been busy putting things in place to make things better now, as well as in the future, and wanted to share our progress so far. We still have a way to go to make sure our repairs service meets your needs, but we’re really pleased to have made good progress this year, and we are confident that we can continue building on this progress over the next two years. We’ll be keeping you updated.
How satisfied or dissatisfied are you with the overall repairs service from Wandle over the last 12 months?
2023/24
2024/25
2025/26
Targets
2025/26
2026/27
2027/28
What we've already changed
We’ve improved the way that we track our repairs from when you first report it, through to the works being completed. This means we can spot any problems earlier on and improve our customer service.
We’ve also employed a member of the team responsible for making sure that any repairs relating to a complaint are monitored until they are all completed, so you can be sure that there are no delays. As well as these changes, we’ve been preparing for the launch of a number of new contracts starting in April 2026 and ways of working that will support our continued improvements.
What's coming
- You’ll soon be seeing our newly branded vans out and about, as we have a new vehicle contract in place. (Vans are periodically updated as they age, on a cost effective basis – and we've taken the opportunity to apply new branding)
- We have a new system helping us to schedule appointments better – which will provide us better updates fo you, such as informing you when your operative is on their way.
- This new system will also make sure that our vans have the right stock on board – which means less time heading out for replacement parts.
- We have a new waste contract which means we can take our rubbish to more places throughout London (less time travelling) – and with a commitment that 98% of our waste will be recycled, our service will be much more sustainable.
