Welcome to your September update! This month, we’re spotlighting how repairs are being handled under our new contract with Mears - and sharing how things are going based on key performance indicators. We’re also sharing updates on Mears’ community engagement efforts and how they’re connecting with residents.
Strong first month of new repairs contract
We’re one month into our new contract with Mears to repair and maintain our 11,000+ council homes, and it’s going well. Tenants had told us a few things they wanted the new contract to do differently, and as a result we have more oversight over repairs, there’s a new evening repair option, and priority repairs are made in less time.
Mears completed 3,848 jobs in the first month, which is 16% higher than the same period last year. Residents who completed a post-repair survey scored Mears 91% for customer satisfaction, and that figure has also improved.
Repair Timescales: What to Expect
Mears responds to repairs based on urgency:
- Emergency Repairs (e.g. safety risks): Aim to attend within 4 hours. For emergency gas issues, within 24 hours.
- Priority Repairs (important but not urgent): Aim to attend within 14 days.
- Routine Repairs (non-urgent): Aim to attend within 28 days.
August Performance Highlights
Here’s how things went in August 2025:
Target | August 2025 | |
No of repairs completed in month | N/A | 2,564 |
% repairs completed right first time | 85% | 95% |
% emergency repairs completed within target time | 98% | 97% |
% prioritised repairs completed within target time | 95% | 98% |
% routine repairs (excluding gas repairs) completed within target time | 90% | 100% |
Satisfaction survey responses received per job completed | N/A | 368 |
Satisfaction surveys responses - % residents satisfied with repairs service | 80% | 94% |
What this means for you
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Most repairs are being completed on time and resolved on the first visit.
- 94% of residents who responded to the survey said they were satisfied with the service. If you’ve had a repair recently, don’t forget to fill out the satisfaction survey - it really helps us keep getting better.
Mears Community Engagement Highlights
Woughton Family Festival – 6 September at ABC Park
The Woughton Family Festival is an annual community celebration organised by Woughton Community Council to bring residents together for a day of fun and community spirit.
It was a fantastic opportunity for Mears to get involved with the local community, and their stall brought plenty of smiles, sparkle, and a touch of friendly competition.
Worktree Volunteer Awards 2024-25
We’re proud to share that Mears Group Milton Keynes has been awarded 10th place in the Worktree Volunteer Awards 2024–25!
This recognition celebrates their commitment to supporting local schools and students. Over the past year, Mears volunteers delivered:
- 22 Career Workout sessions.
- Reaching 589 students, across 14 schools in MK.