Important changes to our repairs and maintenance service

From 7 February 2022, we are making some changes to how we deliver parts of our repairs and maintenance service.

Changing contractors

MCP have been providing the majority of the repairs service, on our behalf, for the past year.  We have been monitoring the performance of MCP closely and there have been serious issues with their performance and delivery.  We have also taken your feedback into consideration.

Despite working closely with MCP to try to resolve the issues, we have now agreed with them that, from 7 February 2022, they will no longer provide the repairs and maintenance service for the Association.

Day to Day repairs – what will change?

The main change that you will notice is that we are moving from three repairs categories (Emergency, Urgent and Routine) to two (Emergency and Routine).

We aim to respond to repair requests within the following timescales:

  • Emergencies – 24 hours to respond and make safe (the same as currently)
  • Routine repairs – to be completed in an average of 17 working days

You should continue to report repairs as normal and the new priorities will be advised to you when you call in.  The full list of repairs by category is available here.

To ensure as smooth a transition as possible, we are working with a number of smaller, local contractors, some of whom will already be known to you.

Planned Programme

We have already engaged a new Contractor (Armina Ltd) to continue with the delivery of the Planned Programme (replacement kitchens, bathrooms, roofs etc.) and we will be contacting affected tenants to discuss future installation dates.

Outstanding Repairs

We are working closely with MCP to ensure a smooth transition and with as little impact on you as possible.

If you have already reported a repair that you are waiting to have completed, you do not need to contact us. MCP will continue to deliver the service as normal up to and including the 4 February 2022.

We apologise for any inconvenience these changes may cause.  However, we are confident that the changes will allow us to provide you with better services, improved turnaround time, and, we hope, improved customer satisfaction.