You said, we did
See the results of the repair policies consultation here.
Housing Repairs Policies Consultation
You Said, We Did
In March and April 2024, we ran a formal consultation on our new repairs policies. The consultation received over 1,400 responses.
We asked residents for feedback on three policies (housing repairs, damp and mould, and window restrictors) as well as their experience of our repairs service. Residents were asked to make suggestions for how long they felt repairs should take and what repairs should be considered as priorities.
Prior to the consultation, we spoke to residents to help create our draft strategy, through our Resident Panel, Resident Associations and other resident groups. We also listened to resident concerns through complaints and informal feedback.
You said, we did
A large amount of feedback focused on residents’ experience of the repairs service, including:
| The policies outline our commitment to:
|
A majority of residents did not agree with the proposed target timeframe of up to 50 days for complex or multi-trade repairs. | We have removed this category, and will aim to complete all repairs in up to 28 working days. |
Some residents did not agree with the time frame for urgent repairs being set at 1-7 days. | We worked intensively with staff and contractors to explore alternative solutions. However, we made a decision to keep this timeframe, as we do not feel a target of 3 days across this category can be met consistently, and are determined to provide a realistic and upfront time frame. This also aligns us with most other landlords in the sector. However:
|
What role do Tenant Management Organisations play? | This has been added to each policy to ensure clarity over their role and responsibilities. |
Some of the text is confusing or unclear. | The text has been reviewed and simplified, and where requested by respondents definitions have been included. |
The policy doesn’t make clear how residents can make complaints if they are not happy with the service. | We have included a reference to the council complaint process. |
Policy should make clearer what council is responsible for and what residents are responsible for. | We have ensured that tenants and leaseholders rights and responsibilities are recognised throughout. |
Where policy mentions other documents, you should make these easier to find. | Links to other documents mentioned within the policy have been added. |
In addition to the policies, resident feedback is being used to shape changes to the repairs service itself. This includes, for example:
- Increased number of repairs staff to focus on specialist areas, like leaks, damp and mould
- Specialist teams to manage repairs for vulnerable residents
- Text message updates to confirm appointments
- Better tracking of jobs and improvements in record keeping
- More stock condition surveys to improve knowledge of our homes and spot problems earlier
- Closer partnership working with contractors
- Improved training for staff and contractors
- Working with a resident-led ‘task and finish group’ intensively over eight weeks to identify changes that could be made to improve the service.
Discover more
Draft Window Restrictor Policy
Draft Repairs Policy
Draft Damp and Mould Policy
Housing Repairs Policy
We believe that all Westminster City Council (WCC) residents should live in a safe, warm and secure home that is well maintained. We are committed to ensuring that residents are kept at the centre of everything we do and should be treated with empathy and respect by all staff. This is a core value in the way we expect our repairs service is delivered.
The Housing Repairs Policy sets out how we will deliver the repairs service and what our residents can expect of us.
Stay Informed
Follow our projects to get notified of upcoming engagements and the latest project related news.