Repairs and Maintenance

We know how important it is for you to have a safe, good quality home that’s well looked after.

That’s why we focus on keeping our homes well maintained and making sure repairs are carried out quickly and efficiently, so you can feel secure and comfortable where you live.

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Just to say its operatives like Anthony that are such assets to the organisation because they know how to make customers feel heard and respected as well as produce quality work.  Thanks for all his hard work and dedication.

Routine and Planned repairs

We understand that a reliable, high-quality repairs service is one of the things that matters most to you.  

That’s why we’re working hard to respond more quickly and effectively when you report a repair to us and get it right first time.

Satisfaction that your home is well maintained 

1.0%
£1.0m

Investment in repairs - an increase of £9.5 m on the previous year

Homes that meet the Decent Homes Standard 

1.0%
1.0%

Overall customer satisfaction with repairs from 8,437 transactional surveys completed during the year.

1.0%

Overall customer satisfaction with our repairs service

1

Total number of repairs completed 

1.00%

Emergency responsive repairs completed within our target timescales 

1

Number of repairs completed each day - up from 638 

1.0%

Repairs completed right first time 

We invested £73.4 million in improving and maintaining your homes.- an increase of £8.2 million compared to the previous year.

This included fitting new bathrooms, kitchens and boilers, as well as essential works such as rewiring and reroofing - alongside many other improvements to keep homes safe, comfortable and in good condition.

Improving Your Home

1
1

Kitchens

1

Bathrooms

1

Heating Systems

Rewired Homes

1

Roofs

1

Doors

1

Windows

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Your operative was considerate, polite and professional, both on the phone and in person doing the work - he is a credit to your workforce.

Grounds Maintenance

Our in-house Grounds Maintenance team is committed to keeping our communal outdoor spaces clean, safe and welcoming throughout the year.

From cutting and edging grass, pruning hedges and shrubs, to litter removal and weed control, each task is carried out in line with a clear schedule and in consideration of seasonal and weather conditions. Wherever possible, we also follow greener practices - for example, recycling grass cuttings through mulching to support soil health and biodiversity. 

1

sites looked after across all locations 

1

sites maintained during summer and winter

1

quality inspections completed

1

Complaints reported

1

Compliments received

Cleaning and Caretaking

Our Cleaning and Caretaking service keeps all communal spaces in our buildings clean, well-maintained and welcoming for everyone.

This includes frequent cleaning of staircases, corridors, kitchens, laundry rooms and meeting rooms, as well as deeper cleans for floors, high-level fittings and shared appliances. The service also covers the regular upkeep of bin stores.

Our PPC Estates Team, supported by trusted contractors, deliver this cleaning and caretaking service across all our localities, with PPC taking the lead in our Severn location.

1

sites covered in Severn 

1

quality inspections completed

1

complaints reported

1

compliments received

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The fitter was professional and hard working. They kept me informed of the daily plan and progress, answered all my questions and consulted me on my options and any minor unexpected changes. He was respectful of my home and left everything tidy at the end of each day. 

Damp and Condensation Mould

We understand that damp and condensation mould can be a serious concern.

While we’ve already strengthened our policy and processes in this area, the upcoming introduction of Awaab’s Law will soon require all landlords to respond more quickly to potential hazards and health risks in the home.

We’re currently reviewing and updating our approach to make sure we’re fully prepared for this important change in law, so that you can continue to live in a safe, warm, and secure home.

1

Damp and condensation mould inspections carried out. 

1

Mould cleans completed. 

Visit our website to watch a helpful video on how to prevent and manage damp and condensation mould in your home. You’ll also find a wide range of easy-to-follow guides — plus information on how to report any concerns you may have.

What Awaab’s Law means for you 

Awaab’s Law comes into force in October 2025 and we have been working hard to ensure that we are ready for the changes that this new law will bring. 

It makes sure emergency repairs and hazards are dealt with quickly and clearly. Â