Welcome to your May newsletter from Thrive!
Like many housing associations, we have had a challenging year in delivering our repairs service. We understand that delays, and appointments having to be changed at short notice can be frustrating. Your feedback has been really valuable, and we are committed to improving and delivering a better, more reliable service to you.
Earlier this year we launched a recovery plan to improve your experience and make sure we keep to our promised service standards outlined in the Thrive Deal.
Since then, we've made great progress in reducing the number of outstanding repairs and increasing the number of repairs we complete on time. In addition to this, with extra support from our contractors we're confident we can meet the targets we have set ourselves by 30 June 2025.
You can see how this has impacted our latest tenant satisfaction measure results October – December 2024 further in the May e-newsletter.
We’re continuing to work hard to reduce delays and make further improvements including:
- Upgrading our systems to make it easier to view updates from our contractors. This will help us provide more accurate updates when you contact us.
- Sending text messages with helpful links to information or guidance so you can confidently diagnose issues and carry out self-repairs when needed.
- Working with our contractors to ensure they meet service standards.
- Enabling our colleagues to access information that better support your needs. This includes making reasonable adjustments like allowing extra time for individuals with low mobility to open the door, to make sure our services are inclusive.
It is anticipated that these improvements will be in place later this year.
In other news, I’m pleased to share that we’ve secured funding from the Heat Network Efficiency Scheme (HNES) to assess the heat network efficiency at two of our sheltered schemes. Click here to find out more.
We are also a proud member of the Thriving Communities Consortium, who have recently secured funding to improve the energy efficiency of 2,700 homes across the UK. Click here to find out more.
I would like to thank you for your patience as you have waited for repairs to be completed, and I would like your help in shaping our service for the future. If you would like to get involved in upcoming Thrive Customer Voice activities, please visit: thrivehomes.org.uk/get-involved
You can also stay up to date on the status of our repairs service here.
James Ross
Director - Assets
