Welcome to your October update!  

There’s a big change this month — Awaab’s Law starts on 27 October, and we’ll explain what that means. 

We’re also sharing how things went in September, based on key performance updates. 

And just a reminder — Mears now offers evening repair bookings every Wednesday, so it’s easier to find a time that works for you.  

What is Awaab’s Law?  

Awaab’s Law is named after Awaab Ishak, a two-year-old boy who sadly died in 2020 due to prolonged exposure to mould in his home. His story led to new rules to protect tenants from serious health hazards in social housing. 

What does this mean for you? 

From 27 October 2025, all social landlords — including Milton Keynes City Council — must: 

• Investigate and make safe emergency hazards (like severe damp, unsafe electrics, or fire risks) within 24 hours. 
• Start investigating significant mould problems within 10 days of a report. 
• Provide written updates within 3 working days after an inspection. 
• Keep you informed throughout the repair process. 

These rules apply to all council and housing association homes across England. 

What Should Tenants Do? 

If you spot a serious issue in your home: 

1. Report it immediately to Mears. 
2. Keep records  - take photos and note dates and any messages.
3. Expect action within the legal timeframes. 

We’ve updated our internal procedures to align with the latest standards, ensuring your home remains safe and well-maintained. As we continue to learn and grow, we’ll keep improving the way we work.  

Find out more here 

September Performance Highlights 

Here’s how things went in September 2025: 

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: 

What this means for you 

• 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.

Keeping Residents' Homes Safe and Compliant 

Welcome to the August edition of our service update. This month, we’re focusing on the vital safety work we carry out in residents’ homes, such as inspecting fire doors, to ensure every property remains safe and compliant. 

Back in 2023, we consulted with tenants and leaseholders, and the message was clear: you wanted us to have greater control over this work.   

We listened, and since then, we’ve been reviewing contractors to find the right people for the job. 

We’re pleased to share that we’ve now begun appointing contractors to carry out these checks and here’s what you can expect. 

Condition Surveys 

What is a condition survey? 

A condition survey is a visual inspection inside and outside your home. The surveyor will check areas like: 

• Kitchen and bathroom 
• Windows and doors 
• Insulation and heating system 

These surveys help us plan future maintenance. We aim to carry them out at least once every five years. 

Who will carry out the survey? 

Surveys will be completed by MLCS3. 

• Surveys typically take around 30 minutes. 
• The surveyor won’t record or inspect outstanding repairs. If your home needs a repair, you should raise this directly with Mears. 

How will residents know when their survey is happening? 

You’ll receive a letter in advance to let you know when your survey is scheduled. 

What happens after the survey? 

Once complete, the survey data helps us plan upgrades and long-term maintenance. 

We are working towards making all of our homes compliant to the Government’s Decent Homes Standard. 

Residential Block Communal and Dwelling Fire Door Surveys 

What is a fire door survey?  

A fire door survey is an inspection of a fire door and its parts to make sure that it is compliant and safe. Fire doors protect our residents, escape routes and properties and ensure we meet the requirements of the Regulatory Reform (Fire Safety) Order 2005.  

We have two types of fire doors:  

• Flat entrance fire doors - fitted to properties in residential blocks where they are required.  
• Communal fire doors - located in our block communal areas, including corridor doors, service cupboard doors, store doors and loft hatches etc.  

Who will carry out the survey?  

The survey of your dwelling door (if it is a fire door) and your block’s communal doors (if you have them) will be carried out by a company called Neo Property Solutions.  

How will I know when my survey is happening?  

You’ll receive a letter in advance of your home or block survey to let you know when the survey is scheduled.  

What happens on the day?  

For both communal and dwelling surveys:  

• The survey will last around 10 minutes per door.  
• The surveyor will take photos and notes of the condition of each fire door including closing devices (which help the door shut automatically), letter boxes, smoke seals (which block smoke from seeping through gaps), etc.  
• No remedial works will be carried out to any doors during the surveys.  

For dwelling surveys only:  

• Residents will be handed an information card when the surveyor arrives telling you about the survey.  
• Surveyors will need access to both the inside and outside of the fire door.  
• An asset tag will be fitted to the door in a position that doesn’t spoil the door’s appearance. This should not be removed.  

What are asset tags and what are they for?  

Asset tags are small stickers that will be attached to every fire door. These stickers are important as they:  

• Mean every fire door has its own individual reference.  
• Make it easier to identify doors when reporting and doing repairs.  
• Allow us to record and monitor information on each door over time.  

 What happens after the survey?  

If a fire door is found to need work, we’ll take appropriate follow-up action. 

More information can be found here.

In July’s News and Updates, we’re focusing on how your feedback is shaping the way we deliver our services.   

Your voices are helping us make meaningful changes — and we’re excited to share what’s already happening and what’s coming next.

You said you wanted more information on your home and how we manage its repairs and maintenance.  

We reviewed our website information and looked at how other social landlords communicate with their residents. 

So we have updated our website pages and have provided more information covering repairs, maintenance and keeping your homes safe. 

The Housing Ombudsman recommended reviewing our complaint handling process to align with their complaint handling code.  

We assessed the volume of complaints we receive and the resources available to investigate and respond within the Housing Ombudsman’s timescales. 

We identified the need for additional team resources to support our complaints process. As a result, we have enhanced our complaint handling, acknowledging complaints upon receipt, and improving investigation timescales—allowing us to respond to complaints more quickly. 

Courteney's Lodge refurbishment 

Courteney's Lodge is a specialist Dementia Care scheme, originally built as general sheltered housing. With dementia diagnoses on the rise, the Housing Maintenance team recognised that a thoughtfully designed environment can help people living with dementia maintain independence and quality of life for longer.  

We learned that people with dementia can sometimes find it difficult to distinguish between surfaces—walls, floors, countertops and bathroom fittings—when they’re all similar in colour. This can make it hard to locate important fixtures like toilets or kitchen cupboards. So, when it came time to replace the kitchens and bathrooms, we carefully selected designs and materials that provide clearer contrasts, making everyday tasks easier and safer.  

By thoughtfully redesigning these living spaces, we’re helping residents with dementia feel more confident and independent in their daily routines. It’s a small change in appearance, but a big step in making life easier, safer, and more dignified for the people who call Courteney's Lodge home. 

What's next?  

We are preparing for the new Housing Repairs and Maintenance Contract, launching on 4 August. This will bring key improvements, including: 

• Regular quality checks and contract monitoring by MKCC
• A streamlined repair timescale structure:
  • Emergency repairs: Completed within 4 to 24 hours
  • Priority repairs: Completed within 14 days
  • Routine repairs: Completed within 28 days
• New evening booking slots on Wednesdays - available once a week for routine repairs, providing greater flexibility. 

Mears are holding resident engagement sessions — a chance for you to meet the team, ask questions, and learn more about the new service: 

• 22 July - 4pm to 7pm at Netherfield Meeting Place, MK6 4HS
• 24 July - 4pm to 7pm at Woughton Wellbeing Centre, MK6 5DR

Update: Mears has been awarded new repairs and maintenance contract 

Thank you to everyone who shared views on how repairs and maintenance should be carried out in council homes. We’ve listened to what you told us and made sure what matters most to you has been included in a new contract which will run from 4 August. Following consultations, engagement and a comprehensive procurement exercise this contract has been awarded to Mears. The focus for the contract is on: 

• New evening repair appointment option. 
• New 14-day priority repair to make sure repeat jobs are done quicker – between emergency repairs (4-24hrs) and routine repairs (within 28 days). 
• Stronger contract management oversight of how works and services are done, with robust performance management. 
• Aligning how the works and services are done to the new regulatory requirements for council homes. 

Over the summer, we will be holding engagement sessions so keep an eye out for this on this webpage. We will let you know where and when the sessions will be. Over the next 2 months we will be working to structure the new contract ready for it to start on 4 August. Please keep reporting your repairs in the usual way. 

Tenant Responsibilities – What You Need to Maintain  

As a tenant, you're responsible for certain repairs and maintenance in your home.  With the warmer weather upon us, don’t forget that garden upkeep—like mowing the lawn and trimming shrubs—is part of your responsibilities.  

Other responsibilities include: 

• Cleaning and testing smoke alarms weekly 
• Internal decoration (e.g. painting, wallpapering) 
• Fixing or replacing toilet seats  
• Clearing gutters (except on flat blocks) 
• Repairing any damage caused by you, your family, or visitors 

Want the full list? Check out our Repairs and Maintenance Policy for more details. 

Disrepair claims – What You Need to Know 

A housing disrepair claim is when a tenant takes legal action against their landlord to fix issues that make the property unsafe or unliveable.  Typically, this must be done within six years of first reporting the issue.  

If you need a repair, please use our repairs service and give us a reasonable amount of time to respond. This includes: 

• Providing access to your home 
• Letting us know if the issue comes back 

Submitting a claim without using the repairs service may result in charges if the claim is found to be invalid. 

Recently, some disrepair claims included inaccurate information. In one case, the tenant’s claim was incorrect, but their legal team still requested over £7,800 in fees.  We challenged the claim in court.  The judge agreed with us, reducing the claim to just over £400. That’s a big difference— saving £7,400 for essential works needed in other tenants' homes. 

We’ll continue to challenge inaccurate claims and excessive legal costs—so we can reinvest more into maintaining and improving council homes. 

Remember:  

• Report repairs directly to us—we’ll handle them faster than legal teams can. 
• No mutual exchanges are allowed while a claim is active. 
• Unauthorised alterations will need to be put back and you will be charged for this, no matter the claim outcome. 

Mears Voice of the Customer 

When tenants share their experiences it helps us understand what’s working well and where we can improve. 

At Mears they’re committed to listening and learning through tenant feedback.  Through their Voice of the Customer programme they focus on three key areas:  

1. Overall Satisfaction  
2. Ease of Doing Business  
3. Likelihood to Recommend 

 Between January and April 2025 85.2% of tenants scored satisfaction as Good. 

Keeping your home safe and compliant 

In 2023, we consulted with you about important safety work we do in your home, such as checking fire doors and water systems. Most tenants and leaseholders wanted us to have greater control over this work. 

We listened, and since then we’ve been reviewing contractors to find the right people to carry out these checks. As we appoint contractors, we’ll publish more details here.  We have also created a page on our website on this topic for lots more information. 

How to report a repair  

Mears deliver our repairs and maintenance contract and offer several ways to report repairs. Please remember it is important that they have your current contact details. 

• Online: Log into Mears’ portal and log a repair at a time that suits you.  
• Phone: Call Mears on 0330 123 2522. 
• Email: Send your details and a brief description of the repair to Mears at repairs.miltonkeynes@mearsgroup.co.uk and their customer contact team will get in touch to schedule an appointment.  
• Emergency repairs: Call Mears on 0330 123 2522. This line is available 24/7.  

Mears Social Value 

Beyond just handling repairs and maintenance for MKCC, Mears is dedicated to making a meaningful difference in the lives of individuals and the broader community in MK. Their commitment goes beyond the basics, aiming to create lasting positive impacts and foster a sense of community well-being. 

For example, in 2024, they: 

• Spent 153 hours supporting schools, including speed interviewing events at secondary schools. Milton Keynes apprentice A. Clarke attended the Worktree 'Get That Apprenticeship' session at St. Paul's School, helping students dive deeper into the world of apprenticeships. She shared her journey, offered valuable advice, and provided insider tips. 
• Gave over 1600 hours to support the Woughton Wellbeing Centre. Thanks to their hard work, a grant from the Mears Foundation, and support from local suppliers and businesses, a new health and wellbeing community hub opened its doors at the end of the year. 

In 2025, they are: 

• Supporting the Camphill Village Trust with a variety of volunteering tasks to including gardening transformation.
• Supporting MK Children’s Centres with gardening and redecoration. 
• Offering a Sheltered Housing Handy Helpers Programme, across all MKCC schemes.