Cllr Ross Houston reported to the overview and scrutiny committee that while the repairs improvement plan has effectively increased resident satisfaction and reduced complaints, there are still critical issues to address, particularly with non-emergency repairs. A newly formed 'P2 Team' for emergency repairs has shown significant results, completing 12% more emergency repairs on time. Nevertheless, delays in non-emergency repairs are concerning, decreasing to 59% on-time completion. Accountability from Barnet Homes is crucial to ensure continued improvements in service delivery.
What would happen previously, when you had a report of water pouring through a ceiling, the plumbing job that was booked-in for another tenant had to be cancelled and that resource diverted. That tenant may have had their job cancelled a few times for that reason so the P2 Team has worked really well since it's been in place starting from May last year.
I think the repairs improvement plan, that has been put in place, has had results. I think we need to go further and I think it's important that this committee and the cabinet hold Barnet Homes to account in relation to that journey continuing in a positive direction.
The report found a 12% increase in the amount of emergency repairs being completed on time year on year.
However, the amount of non-emergency repairs getting completed on time had decreased slightly from 60.7% in 2023/24 to 59% in 2024/25.
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