At New Outlook Housing Association, we monitor the performance of our housing services to make sure that we are meeting our responsibilities to tenants and maintaining our homes to the required standards. We use a range of information to monitor our services, including repairs performance, planned and cyclical maintenance, tenant satisfaction and complaints.

Repairs

We categorise repairs according to their urgency and respond within the timescales set out in our repairs service.

Emergency repairs – within 24 hours

Emergency repairs are responded to within 24 hours. These are repairs where there is an immediate risk to the health, safety or security of a tenant or the property.

Urgent repairs – within 7 days

Urgent repairs are completed within 7 days.

Planned repairs

Where a repair does not require an emergency or urgent response, the work will be planned and scheduled according to the nature of the repair, the condition of the property and the work required.
Where additional works are identified during a repair, inspection or other visit, these are planned and scheduled as required.

Planned and cyclical maintenance

We have a programme of planned and cyclical maintenance covering the different areas of our properties.
This helps us to ensure that our homes and communal areas are maintained appropriately and that necessary works are identified and planned.
Our planned and cyclical maintenance programme covers the relevant areas of our properties and is reviewed and updated as required to reflect the condition and needs of our homes.

Tenant satisfaction

We want our tenants to have the opportunity to tell us about their experience of our services and help us identify where improvements can be made. We are preparing to issue our Tenant Satisfaction Survey to tenants. The feedback we receive will help us understand what tenants think about our services and identify areas where improvements may be needed.

The results of our tenant satisfaction survey will be reviewed and used to inform service improvement and our ongoing performance monitoring. We will publish relevant tenant satisfaction information through our STAIRs pages as it becomes available.