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Some customers disagreed that the policy contains clear repairs timescales.
The policy does give timescales and multiple examples. However, for the number of repairs we do and the need to prioritise repairs for customers with vulnerabilities or disabilities, it is not possible to be explicit on all repairs and their priorities. In the survey a customer suggested a service improvement of being able to manage and book appointments online. This is something we have been looking at for some time and is due to be implemented in December 2024.
The policy was presented to the Operational Committee in December 2024 and the report is available to view in the Document section.
The minutes will be made available once they have been approved.
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The survey presented 8 extracts from the policy, and then posed the below questions. We received 32 responses, and the feedback was positive overall.
| Question |
Positive response |
The policy clearly explains what a responsive repair is.
|
93.8% |
The policy clearly explains the different ways you can report a repair to Derby Homes.
|
93.8% |
The policy clearly explains what I should expect when I report a repair to Derby Homes.
|
84.4% |
The policy clearly explains the difference between emergency and routine repairs and provides examples of these.
|
84.4% |
The policy clearly outlines repair timescales.
|
78.2% |
The policy clearly explains how tenants and leaseholders can expect to be contacted by Derby Homes about their repairs appointments.
|
84.4% |
The policy clearly explains the responsibilities of customers and where to find more information specific to your tenancy.
|
90.6% |
The policy clearly explains what you need to do if you want to make changes or improvements to your home, and where to find more information about the process.
|
93.8% |
