We’ve made
29,349
repairs in 2024/25
8,115
were emergency repairs
£31M
Total spent on repairs
£18.6M
Total spent on investment works
This was spent across the following areas:
Internal works like kitchens, bathrooms and boilers:
65%
External works like Doors, roofing & windows:
35%
Number of kitchens, bathrooms and boilers:
153
Bathrooms
189
Kitchens
521
Boilers
We have set out to ensure that the properties we own continue to be improved and meet the needs of our residents. It is therefore essential that we continue to invest in our existing properties through traditional improvements such as kitchens, bathrooms and boilers but also look into new emerging technology including smart heating controllers, solar panels and where gas is unavailable, more efficient heating systems like air source heat pumps. We are committed to continue with this investment alongside our development programme to ensure that the homes that you live in are safe and fit for the 21st century.
Percentage of repairs completed first time
%
“On Monday and Tuesday of this week I had my new Bosch boiler installed in my home. The installer was Lee helped by Tommy, Colin and Callum. I am writing this email to let you know what a great team they were. They worked really well together, they were very polite, respectful and hard-working. Overall, I cannot fault these employees of yours and during the whole episode they made sure that I was okay at all times. In this day and age, there is a lot to be said for their respectful attitude and their approach to their jobs. They represented Fairhive brilliantly. Excellent boys!”
“I would like Fairhive to award the plumber who visited me on Thursday 25th July with a bonus or at least a Gold Star. Unfortunately, I have forgotten his name but I am confident he will be recorded on the Repair screen. He was prompt, polite, and extremely efficient. What more can be asked of a Fairhive employee? When you have discovered who this plumber was please pass on my thanks he was very patient with this elderly, impaired pensioner.”
“Dylan attend in March to a mould inspection. Tenant would like to give a huge big thank you to Dylan. Everything he said that would be done has been done within 2 months of him visiting her. She advised that she is so grateful and he is an amazing bloke and really wants us to give him a really huge thank you, she is so grateful for everything he has done.”
“Tenant would like to thank Mike for his professionalism and workmanship. She says that he has done an excellent job of relaying her bathroom floor, renewing the skirting and painted. He had great customer service and kept her well informed throughout the day.”
Keeping properties in good repair
We’ve seen strong performance across repairs, with improvements on last year. To help us complete repairs more efficiently, we’ve introduced several operational changes. Our planning team now monitors late jobs daily, allowing quicker intervention. We also have access to our contractor’s scheduling system, helping us close jobs in line with their completion dates.
%
Satisfaction with repairs
You said you wanted a reliable quick repairs service
We’ve improved the satisfaction with repairs compared to last year
%
Decent homes
achieved
%
Emergency repairs completed within target timescale (24 hours)
%
Non-emergency repairs completed within target timescale (28 days)
We’ve improved how we manage emergency follow-on work with our Planning Team following-up within 24 hours to confirm completion, ensuring urgent jobs are properly reviewed and actioned. These changes are already making a difference, and we expect to see further improvements over the coming year.
Maintaining building safety
Satisfaction that the home is safe
Satisfaction remains high in comparison but, we are not complacent, and have set up a follow-up question to allow us to understand resident concerns further and take action on the reasons why respondents feel their home is unsafe. This enables us to take appropriate action quickly to ease resident concern.
%