Efficient and Timely Repairs

At Settle, we're committed to creating initiatives that are led by residents, for residents. Together we want to define "what good looks like" and make sure the outcomes are shaped by your ideas, experiences and priorities.

April

Thank you for all the feedback you shared on our Efficient and Timely Repairs service. We're pleased to share we received a total of 1181 comments from 373 survey responses! Your contributions are essential to improving our services, and creating an improvement action plan based on your suggestions.

📢 Here's what we heard:
There were three main themes raised by residents when asked 'what do you find most frustrating about our repairs service?' These were:

  1. Long wait times and lack of follow through
  2. Poor communication and transparency
  3. Inconsistent quality and issues with contractors.

A note from Sian, Interim Director of Property Operations

"Thank you for all your feedback! We know that our repairs service is important to you, and we've listened to what you've said. We've created our Service Improvement Plan based on what you've told us is important to you to ensure we make the right changes to improve the services you receive from us. Take a look below at our plan to see what we've been doing so far, and what's to come!"

Improving communication

Check out what we're doing based on what you said! Click on a theme below to see progress so far.

You said: You keep having to call us to know when your appointment is
  1. We did
    • Introduced new email and text messages so you always know your appointment date and what to expect
    • Continuing to develop 'operative on the way' so you'll know when we're on our way to you
  2. October

    We've introduced new email and text messages to provide you with more information about your booked appointment! These now include the date, and whether you need to be at home so we can gain access to your property.

    We're still investigating the best use of 'operative on the way' as we continue to come together as SettleParadigm.

  3. June

    We're updating our software behind the scenes to make sure 'operative on the way' is working correctly before rolling out. We'll have more of an update on this by the end of July.

  4. May

    We're introducing a new feature called 'operative on the way,' which will send you an alert when your repair is next in line, so you know when to expect us.

  5. April

    You should be given an appointment for your repair the first time you call us. If we cannot provide one at that time, we will contact you by phone to agree on an appointment.

You said: Sometimes your appointment gets moved, and you aren't informed
  1. We did
    • Improved our process so you're always notified if your appointment needs to change — by call, voicemail or text
    • Launched new emails and texts for follow-up jobs, missed access, and repair completion
  2. October

    We've now launched new emails and texts if we need to do a follow-up job, if we couldn't get access to your property the first time, and when we've completed the repair!

    You should now start seeing these appear in your email inbox or text app when you book a repair with us.

  3. June

    We have recently released updated comms for confirmation and reminder of appointments, and are soon to be working on additional comms if follow on works are required, or if we couldn't gain access.

    We're still exploring the option to confirm if the new appointment works for you via text.

  4. May

    We're reviewing the emails and texts we send to confirm and remind you of your appointment. We're also exploring an option where you can confirm if the new appointment works for you via text.

  5. April

    We've been working with our service control team to ensure they contact you if your appointment needs to be changed. We'll always try to call you first and leave a voicemail if you're unable to answer. We'll then send a text with the new appointment details in advance.

You said: You don't get informed if a repair won't be completed in one visit
  1. We did
    • Updated our communications to keep you informed at every stage of your repair
    • Created and launched new emails and texts for follow-up jobs, if we couldn't gain access, and when we've completed the repair
  2. October

    We've now launched new emails and texts if we need to do a follow-up job, if we couldn't get access to your property the first time, and when we've completed the repair!

    You should now start seeing these appear in your email inbox or text app when you book a repair with us.

  3. June

    We have recently released updated comms for confirmation and reminder of appointments, and are soon to be working on additional comms if follow on works are required, or if we couldn't gain access.

  4. April

    We're currently testing new emails and texts to keep you informed at every stage, including updates if your repair needs multiple visits and confirmation when your repair is fully completed. Once we've finished testing, we'll look to roll this out or explore other solutions.

You said: You find it difficult to book or reschedule a repair
  1. We did
    • Worked with our customer hub to improve call waiting times
    • Improved the resident portal so you can report and manage your repair online, 24/7 without having to ring
  2. June

    You can now report a repair directly through your free online account. Access 'report a repair' online and, where applicable, choose the repair appointment time and day that suits you – all in just a few minutes! It's simple, safe and available 24/7 — register your account today!

  3. May

    We're improving the resident portal! Soon, you'll be able to report non-emergency repairs, check their progress, and reschedule appointments within 48 hours of the booked date — all online!

  4. April

    We're working with our customer hub to reduce call waiting times so you don't have to wait long to contact us about your repair.

Getting it right the first time

Check out what we're doing based on what you said! Click on a theme below to see progress so far.

You said: It's frustrating when we can't complete your repair in one visit
  1. We did
    • Increased and improved the stock on our vans so our team has the right materials to complete more jobs first time
    • Our repairs team will now book any follow-up appointment with you on the spot, so you always know when we're coming back
  2. June – July

    We've increased and improved the stock on our vans with the most common repair materials — so our in-house team can complete more jobs on the first visit!

    When we need to do a follow-up job to complete your repair, our repairs team will now book the new appointment with you there and then! If we cannot offer you a new appointment at that point, our repairs colleagues will call our scheduling team from your home to arrange a new appointment and confirm the new date and time with you.

    This means you'll know exactly when we're coming back to complete the job without having to give us a call!

  3. April – May

    We're working closely with our colleagues to diagnose repairs correctly. This means we may ask you more detailed questions when you report an issue so we can identify the right materials and time needed to complete the work.

    We're improving how multi-visit repairs are managed — our repairs team will now book your next appointment while they are at your home. We're also working with our suppliers to make sure our vans carry the right materials to reduce delays.

Preventing repairs from being overlooked or delayed

Check out what we're doing based on what you said! Click on a theme below to see progress so far.

You said: Sometimes you report a repair, and nothing happens for months
  1. We did
    • Improved our systems so our service control team can track and progress repairs more efficiently
    • Updated the resident portal so you can report, manage and track your repair online, 24/7
  2. June

    You can now report a repair directly through your free online account. Access 'report a repair' online and, where applicable, choose the repair appointment time and day that suits you – all in just a few minutes! It's simple, safe and available 24/7 — register your account today!

  3. May

    Our digital team are updating the resident portal so you can track the status of your repair in real-time.

  4. April

    We're improving our systems to prevent repairs from getting stuck. Our service control team will have better tools to track jobs and move them forward more efficiently.

Reducing wait times

Check out what we're doing based on what you said! Click on a theme below to see progress so far.

You said: Repairs take too long, even in emergencies
  1. We did
    • Revised our repairs standard so you know exactly how long your repair should take
    • Updated our systems and processes so our team completes more jobs each day, meaning faster repairs for you
    • Improved van stock so more repairs can be done by our in-house team on the first visit
  2. June – July

    We've made key updates to our systems and introduced new policies and procedures. This means our team is now completing more jobs each day, leading to shorter wait times and faster repairs for residents!

    We've increased and improved the stock on our vans with the most common repair materials — so our in-house team can complete more jobs on the first visit!

  3. May

    We're working with our software provider to help us maximise the number of jobs we can do in a day. We're also improving the stock on our vans so our team has the materials they need to complete repairs more efficiently. With these improvements, our in-house team will be able to complete more repairs directly, rather than relying on contractors — something we know you prefer.

  4. April

    We've revised our repairs standard to give you clearer expectations on how long repairs should take. This prioritises urgent repairs while ensuring all repairs are completed within an agreed timeframe. You can read our repairs standard here.

Simplifying how we explain the repairs journey

Check out what we're doing based on what you said! Click on a theme below to see progress so far.

You said: You don't know what to expect when you report a repair
  1. We did
    • Updated our repairs standard to clearly set out what we're responsible for and timeframes
    • Improved the resident portal so you can report, manage and track your repair online, 24/7
    • Created a detailed repairs responsibilities guide and updated FAQs so you have clear information at every step
  2. June

    You can now report and track a repair directly through your free online account. It's simple, safe and available 24/7 — register your account today!

    We've created a detailed repair responsibilities guide that shows what Settle covers and what's included in our planned programme works.

    Our FAQs on the resident portal have been updated to include clearer information on timeframes, responsibilities, and next steps.

  3. May

    We're updating the resident portal so you can track your repair and see where it is in the process. We're also working on a guide that explains what to expect when you report a repair, including details on what happens on the day of your appointment.

  4. April

    We've updated our repairs standard to clarify what repairs we're responsible for and how long each should take to complete. You can read it here.

These actions are now complete.

Previously...

Between April and October 2024, we received valuable feedback from residents, helping us identify the repair areas that matter most to you. We gained this feedback through Tenant Satisfaction Measures (TSM's), transactional surveys, complaints, Big Door Knocks, Neighbourhood Action Weeks, and more.

📊 Our scores as of January 2025:

We've been working to improve our repairs service for a while now, and whilst the benefits might not be fully visible yet, we've been busy behind the scenes. For example, we've introduced a new software to schedule our operatives more efficiently. We're also working to reduce the number of subcontractors we use because you've told us you prefer having Settle operatives visit your home. There's a lot to do, and that's why your input is so important to us!

We can't promise to make all the changes at once, but we will keep you informed. We'll let you know what changes we'll make based on your feedback, how we'll do it, and by when. This way, you can hold us accountable and make sure we stay committed to improving our services for residents.


🔍 Here are the five key themes that were previously highlighted from residents' feedback:

  • Reducing wait times
  • Improving communication and keeping you informed
  • Getting it right the first time
  • Simplifying how we explain the repairs journey
  • Preventing repairs from being overlooked or delayed

We asked residents to let us know if they agreed with the five key areas above, or if they'd like us to focus elsewhere.

A message from Sian Humphreys, Interim Director of Property Operations

"The repairs service we provide to our residents is the largest service that Settle provide, and it’s the one where we interact with more of you than any service. We recognise that having something wrong with your home can be frustrating and that you want it sorted quickly and efficiently.

While we know that we need to improve, it’s important that you have your say. We really appreciate your input and feedback which will influence our repairs service."

At Settle we are relentlessly resident focused. Our aim is to provide homes residents are proud of and build communities that are welcoming to all.

Our 2030 plan has been developed by feedback from residents, colleagues, and local partners with priorities and commitments shaped by what we know is important to you. Improvement Plans empower you to have a say in how we deliver our 2030 vision.

We believe that working together with residents, colleagues and the community we can create real opportunities for positive, lasting change.

At Settle, we're committed to creating initiatives that are led by residents, for residents. Together we want to define "what good looks like" and make sure the outcomes are shaped by your ideas, experiences and priorities.

April

Thank you for all the feedback you shared on our Efficient and Timely Repairs service. We're pleased to share we received a total of 1181 comments from 373 survey responses! Your contributions are essential to improving our services, and creating an improvement action plan based on your suggestions.

📢 Here's what we heard:
There were three main themes raised by residents when asked 'what do you find most frustrating about our repairs service?' These were:

  1. Long wait times and lack of follow through
  2. Poor communication and transparency
  3. Inconsistent quality and issues with contractors.

A note from Sian, Interim Director of Property Operations

"Thank you for all your feedback! We know that our repairs service is important to you, and we've listened to what you've said. We've created our Service Improvement Plan based on what you've told us is important to you to ensure we make the right changes to improve the services you receive from us. Take a look below at our plan to see what we've been doing so far, and what's to come!"

Improving communication

Check out what we're doing based on what you said! Click on a theme below to see progress so far.

You said: You keep having to call us to know when your appointment is
  1. We did
    • Introduced new email and text messages so you always know your appointment date and what to expect
    • Continuing to develop 'operative on the way' so you'll know when we're on our way to you
  2. October

    We've introduced new email and text messages to provide you with more information about your booked appointment! These now include the date, and whether you need to be at home so we can gain access to your property.

    We're still investigating the best use of 'operative on the way' as we continue to come together as SettleParadigm.

  3. June

    We're updating our software behind the scenes to make sure 'operative on the way' is working correctly before rolling out. We'll have more of an update on this by the end of July.

  4. May

    We're introducing a new feature called 'operative on the way,' which will send you an alert when your repair is next in line, so you know when to expect us.

  5. April

    You should be given an appointment for your repair the first time you call us. If we cannot provide one at that time, we will contact you by phone to agree on an appointment.

You said: Sometimes your appointment gets moved, and you aren't informed
  1. We did
    • Improved our process so you're always notified if your appointment needs to change — by call, voicemail or text
    • Launched new emails and texts for follow-up jobs, missed access, and repair completion
  2. October

    We've now launched new emails and texts if we need to do a follow-up job, if we couldn't get access to your property the first time, and when we've completed the repair!

    You should now start seeing these appear in your email inbox or text app when you book a repair with us.

  3. June

    We have recently released updated comms for confirmation and reminder of appointments, and are soon to be working on additional comms if follow on works are required, or if we couldn't gain access.

    We're still exploring the option to confirm if the new appointment works for you via text.

  4. May

    We're reviewing the emails and texts we send to confirm and remind you of your appointment. We're also exploring an option where you can confirm if the new appointment works for you via text.

  5. April

    We've been working with our service control team to ensure they contact you if your appointment needs to be changed. We'll always try to call you first and leave a voicemail if you're unable to answer. We'll then send a text with the new appointment details in advance.

You said: You don't get informed if a repair won't be completed in one visit
  1. We did
    • Updated our communications to keep you informed at every stage of your repair
    • Created and launched new emails and texts for follow-up jobs, if we couldn't gain access, and when we've completed the repair
  2. October

    We've now launched new emails and texts if we need to do a follow-up job, if we couldn't get access to your property the first time, and when we've completed the repair!

    You should now start seeing these appear in your email inbox or text app when you book a repair with us.

  3. June

    We have recently released updated comms for confirmation and reminder of appointments, and are soon to be working on additional comms if follow on works are required, or if we couldn't gain access.

  4. April

    We're currently testing new emails and texts to keep you informed at every stage, including updates if your repair needs multiple visits and confirmation when your repair is fully completed. Once we've finished testing, we'll look to roll this out or explore other solutions.

You said: You find it difficult to book or reschedule a repair
  1. We did
    • Worked with our customer hub to improve call waiting times
    • Improved the resident portal so you can report and manage your repair online, 24/7 without having to ring
  2. June

    You can now report a repair directly through your free online account. Access 'report a repair' online and, where applicable, choose the repair appointment time and day that suits you – all in just a few minutes! It's simple, safe and available 24/7 — register your account today!

  3. May

    We're improving the resident portal! Soon, you'll be able to report non-emergency repairs, check their progress, and reschedule appointments within 48 hours of the booked date — all online!

  4. April

    We're working with our customer hub to reduce call waiting times so you don't have to wait long to contact us about your repair.

Getting it right the first time

Check out what we're doing based on what you said! Click on a theme below to see progress so far.

You said: It's frustrating when we can't complete your repair in one visit
  1. We did
    • Increased and improved the stock on our vans so our team has the right materials to complete more jobs first time
    • Our repairs team will now book any follow-up appointment with you on the spot, so you always know when we're coming back
  2. June – July

    We've increased and improved the stock on our vans with the most common repair materials — so our in-house team can complete more jobs on the first visit!

    When we need to do a follow-up job to complete your repair, our repairs team will now book the new appointment with you there and then! If we cannot offer you a new appointment at that point, our repairs colleagues will call our scheduling team from your home to arrange a new appointment and confirm the new date and time with you.

    This means you'll know exactly when we're coming back to complete the job without having to give us a call!

  3. April – May

    We're working closely with our colleagues to diagnose repairs correctly. This means we may ask you more detailed questions when you report an issue so we can identify the right materials and time needed to complete the work.

    We're improving how multi-visit repairs are managed — our repairs team will now book your next appointment while they are at your home. We're also working with our suppliers to make sure our vans carry the right materials to reduce delays.

Preventing repairs from being overlooked or delayed

Check out what we're doing based on what you said! Click on a theme below to see progress so far.

You said: Sometimes you report a repair, and nothing happens for months
  1. We did
    • Improved our systems so our service control team can track and progress repairs more efficiently
    • Updated the resident portal so you can report, manage and track your repair online, 24/7
  2. June

    You can now report a repair directly through your free online account. Access 'report a repair' online and, where applicable, choose the repair appointment time and day that suits you – all in just a few minutes! It's simple, safe and available 24/7 — register your account today!

  3. May

    Our digital team are updating the resident portal so you can track the status of your repair in real-time.

  4. April

    We're improving our systems to prevent repairs from getting stuck. Our service control team will have better tools to track jobs and move them forward more efficiently.

Reducing wait times

Check out what we're doing based on what you said! Click on a theme below to see progress so far.

You said: Repairs take too long, even in emergencies
  1. We did
    • Revised our repairs standard so you know exactly how long your repair should take
    • Updated our systems and processes so our team completes more jobs each day, meaning faster repairs for you
    • Improved van stock so more repairs can be done by our in-house team on the first visit
  2. June – July

    We've made key updates to our systems and introduced new policies and procedures. This means our team is now completing more jobs each day, leading to shorter wait times and faster repairs for residents!

    We've increased and improved the stock on our vans with the most common repair materials — so our in-house team can complete more jobs on the first visit!

  3. May

    We're working with our software provider to help us maximise the number of jobs we can do in a day. We're also improving the stock on our vans so our team has the materials they need to complete repairs more efficiently. With these improvements, our in-house team will be able to complete more repairs directly, rather than relying on contractors — something we know you prefer.

  4. April

    We've revised our repairs standard to give you clearer expectations on how long repairs should take. This prioritises urgent repairs while ensuring all repairs are completed within an agreed timeframe. You can read our repairs standard here.

Simplifying how we explain the repairs journey

Check out what we're doing based on what you said! Click on a theme below to see progress so far.

You said: You don't know what to expect when you report a repair
  1. We did
    • Updated our repairs standard to clearly set out what we're responsible for and timeframes
    • Improved the resident portal so you can report, manage and track your repair online, 24/7
    • Created a detailed repairs responsibilities guide and updated FAQs so you have clear information at every step
  2. June

    You can now report and track a repair directly through your free online account. It's simple, safe and available 24/7 — register your account today!

    We've created a detailed repair responsibilities guide that shows what Settle covers and what's included in our planned programme works.

    Our FAQs on the resident portal have been updated to include clearer information on timeframes, responsibilities, and next steps.

  3. May

    We're updating the resident portal so you can track your repair and see where it is in the process. We're also working on a guide that explains what to expect when you report a repair, including details on what happens on the day of your appointment.

  4. April

    We've updated our repairs standard to clarify what repairs we're responsible for and how long each should take to complete. You can read it here.

These actions are now complete.

Previously...

Between April and October 2024, we received valuable feedback from residents, helping us identify the repair areas that matter most to you. We gained this feedback through Tenant Satisfaction Measures (TSM's), transactional surveys, complaints, Big Door Knocks, Neighbourhood Action Weeks, and more.

📊 Our scores as of January 2025:

We've been working to improve our repairs service for a while now, and whilst the benefits might not be fully visible yet, we've been busy behind the scenes. For example, we've introduced a new software to schedule our operatives more efficiently. We're also working to reduce the number of subcontractors we use because you've told us you prefer having Settle operatives visit your home. There's a lot to do, and that's why your input is so important to us!

We can't promise to make all the changes at once, but we will keep you informed. We'll let you know what changes we'll make based on your feedback, how we'll do it, and by when. This way, you can hold us accountable and make sure we stay committed to improving our services for residents.


🔍 Here are the five key themes that were previously highlighted from residents' feedback:

  • Reducing wait times
  • Improving communication and keeping you informed
  • Getting it right the first time
  • Simplifying how we explain the repairs journey
  • Preventing repairs from being overlooked or delayed

We asked residents to let us know if they agreed with the five key areas above, or if they'd like us to focus elsewhere.

A message from Sian Humphreys, Interim Director of Property Operations

"The repairs service we provide to our residents is the largest service that Settle provide, and it’s the one where we interact with more of you than any service. We recognise that having something wrong with your home can be frustrating and that you want it sorted quickly and efficiently.

While we know that we need to improve, it’s important that you have your say. We really appreciate your input and feedback which will influence our repairs service."

At Settle we are relentlessly resident focused. Our aim is to provide homes residents are proud of and build communities that are welcoming to all.

Our 2030 plan has been developed by feedback from residents, colleagues, and local partners with priorities and commitments shaped by what we know is important to you. Improvement Plans empower you to have a say in how we deliver our 2030 vision.

We believe that working together with residents, colleagues and the community we can create real opportunities for positive, lasting change.

Page last updated: 19 Mar 2026, 05:11 PM