Spotlight report on repairs and maintenance – repairing trust

As repairs is our biggest cause for complaints, we call for a shift in mindset and practices. Our report explores the importance of treating a house as a home. Fostering respect, empathy, and mutual trust. Central to this report are our findings and recommendations aimed at aligning policies with residents' needs, ensuring services are efficient, transparent, and focused on residents.  

Trust is the critical missing element that impacts relationships between landlords, residents, and contractors. This report highlights issues such as poor communication, inadequate complaint handling, and a lack of choice for residents. 

Key themes in this report

This report proposes both service and system change, looking at:   

• trust  
• communication and complaint handling 
• relationship management 
• empowerment and engagement 
• contractor relationships 
• power imbalance  
• values 
• costs and skills shortages  

Even though millions of repairs are completed successfully every year, as maintenance gets more complicated and expensive, our casework shows glaring and persistent issues.

Our recommendations for landlords include

Recommendations for landlords include:  

1. Cultural shift: The report advocates for a cultural transformation within the sector, calling for empathetic communication and transparency. Landlords should treat residents as individuals deserving of a safe home. Language plays a key role, including avoiding impersonal language such as 'stock' and 'decants' when speaking to residents. Human-centred services that treat residents with respect and dignity is recommended.
2. Predictive maintenance models: Transitioning from reactive to predictive maintenance models can greatly enhance efficiency and service quality. By anticipating issues before they escalate, landlords can provide more timely and effective repairs.
3. Strengthening relationships: Modernising and improving relationship management with both contractors and residents. Stronger partnerships will lead to better communication, quicker resolutions, and a more satisfactory experience for all parties involved.
4. Code of conduct: Creating and promoting a Code of Conduct for all staff and contractors entering residents’ homes. This code would set clear expectations for behaviour and communication, further building trust and accountability.