The full analysis of February 2024 consultation can be found here

Summary of Key Themes from October 2023 Consultations:

1. Quality of Repairs and Workmanship (55): Customers expressed a mix of satisfaction and dissatisfaction with the quality of service and workmanship provided at the moment. For example, while some customers highlighted promptness, professionalism, and quick response to emergencies as positive aspects, others expressed dissatisfaction over issues such as mismatched repairs, poor bathroom renovations, unresolved roof and fence repair services, and deteriorating work quality.

2. Process, Planning and Coordination Concerns (32): Customers observed potential inefficiencies in job coordination, such as workmen not minimising travel time by completing multiple jobs at one site and jobs requiring multiple visits due to lack of planning. They also expressed frustration over the old process where engineers would still visit even when a job was cancelled, viewing it as a waste of resources. They also expressed frustration with the lengthy repair process, the need for multiple appointments to resolve issues, and the lack of clear and coordinated communication between MKCC, main contractor, subcontractors, and tenants. These concerns highlight a need for better planning, clearer communication, more efficient processes, and a review of current policies.

3. Communication and Transparency (27): Customers expressed varying levels of satisfaction with the communication at the moment. Some customers appreciated the ease of contacting them and scheduling appointments, while others were unhappy with service and communication, mentioning rude service, communication problems, long waiting times, and a lack of responsiveness to their requests and complaints. For instance, some customers expressed frustration about the time and length it takes to get repairs done, especially for people with disabilities.

4. Need for Improvement and Change (13): Users have suggested changes to improve the service. These include directly employing repair staff, offering more convenient booking slots, and conducting thorough inspections every six months. There are also requests for specific improvements such as the replacement of doors, maintenance of kitchen areas, and upgrading certain areas to an adequate standard of living. Additionally, some users have expressed a desire for discussions about the repairs consultation and questioned whether work will be done to bring void properties up to the current standard.

5. Planned Works Programme Concerns (12): Customers raised concerns about the council’s policies and processes around planned maintenance programme. They questioned why rooms that have been upgraded by the tenant at their own expense, such as the bathroom, are not covered for repairs to the tenants upgraded standard. They also expressed confusion about the current works programme for replacement bathrooms and the planned repairs for specific locations. In addition, they questioned the cost-effectiveness of multiple boiler repairs, suggesting that replacing the boiler might have been a cheaper solution. 

6. Contract Management and Funding (11): Customers challenged MKCC’s ability and willingness to manage large specialist contractors and urged them to take more responsibility. They expressed scepticism about MKCC’s ability to carry out and manage works directly and suggested that MKCC has relinquished its responsibility to contractors. They also criticized MKCC for underfunding the upkeep and maintenance over the last decades and expressed concerns about the fairness of expecting to obtain funds from current future revenue.

Questions about ensuring quality in the new contract

Questions about speed of service

Other questions

 



Observations received w/c: 27 November 2023

Reference: 118 | Received: 29 Nov 2023 | Responded: 6 Dec 2023 Observation: Mears have had to carry out work in this block. It has been done poorly and according to the Service Charge reports, very expensively. Please replace them! More importantly, this block has communal heating. When Wheldon's looked after the heating system, they always turned of the heating during the months of May, June, July and August, thus reducing the gas bill. We requested on many occasions to various members of the Council that Mears do this also. The response does not make any sense. Please look into the possibility of doing this again. Reply: Thank you for your feedback. Your comment on communal heating routines is noted, with heating systems being turned off during certain months and then back on as routine. The feedback on quality being a priority, particularly when linked to a service charge or recharge, is also noted.

Reference: 117 | Received: 29 Nov 2023 | Responded: 6 Dec 2023 Observation: We had the unfortunate situation where Mears needed access to this property. What a rigmarole. Please get rid of them. MKCC employing maintenance staff would save the Council £millions each year. Reply: Thank you for your observation.

Reference: 116 | Received: 29 Nov 2023 | Responded: 6 Dec 2023 Observation: Mears had to contact us while our sub tenant was on holiday. They were terribly unhelpful, so we had to speak directly with the Home Ownership team. This is not the first time we have had problems with them. We had hinges in the window to the living room buckle after wind caught it. This should have been repaired by Potton, the installers, not Mears. They eventually repaired it and made a charge to the Council. This should not happen. Replace Mears with a decent company or even better, employ people to do maintenance works directly Reply: Thank you for your feedback.

Reference: 115 | Received: 29 Nov 2023 | Responded: 6 Dec 2023 Observation: Please stop wasting money on Mears. They do poor work and respond terribly to problems. If you must use contractors, rather than employing building staff directly, then please find another one. Reply: Thank you for your observation.

Reference: 114 | Received: 29 Nov 2023 | Responded: 6 Dec 2023 Observation: Please get rid of Mears. They are terrible. Surely employing electricians, carpenters, plumbers, labourers, etc directly would save you from being ripped off by a very incompetent company. Reply: Thank you for your feedback.

Reference: 113 | Received: 29 Nov 2023 | Responded: 6 Dec 2023 Observation: You have used Mears for repairs. Our experience with that Company is poor. We believe that the idea of in house employees for repairs would be the best option going forward. Reply: Thank you for your comment.

Reference: 112 | Received: 28 Nov 2023 | Responded: 6 Dec 2023 Observation: Your repairs messaging services don't specify an address and we look after a number of properties so sometimes when we have a number of repair requests outstanding it is hard to establish which repair you are attending. We support adults with learning disabilities and autism and changes to their routine can be very disturbing for them if they are not prewarned. If feels like you current systems and provisions don't always consider this. Operatives attend and despite us asking for a call 10mins before so we can assure your successful attendance and limit disruption for our residents, we suddenly have operatives wanting to get in or worse still we get a message saying we have missed appointments, sometimes because the wrong door has been knocked on. Often someone attends and looks at the repair request and then says, yes a part is needed and then leaves and we have to chase this up sometimes for weeks afterwards and sometimes we don't even get told when an operative is reattending. Rubbish is left on our front gardens if we have had larger repairs awaiting collect (at one property there is still an old worktop that has been there for over a year awaiting your collection). Repairs are often poor quality and we have to make good or deal with the aftermath. On occasions heating systems have been turned off and we have not been told that the system was condemned until we see the notice on the boiler. The booking slots are too long and this makes it difficult to work with/around these. It just feels like everything is done badly and at the lowest cost. That the customer has been forgotten about and that the repairs system has become a faceless beast that nobody cares about, almost like its our fault. If a repair is put on the system, it does get resolved in the end, just takes longer that expected and sometimes a number of visits due to a number of operatives having to attend and apparently not carrying stock, which I could understand if it wasn't for the fact a tap should be a common item and there is a screwfix just down the road!  Reply: Thank you for your comments. Your view on how repair appointments are made and managed is noted and will form part of the consideration on how the repairs is structured and delivered. We also note the feedback on looking after tenants who have specific needs or vulnerabilities, and the need to ensure first time fix is a key performance indicator.

Observations received w/c: 20 November 2023

Reference: 108 | Received: 22 Nov 2023 | Responded: 6 Dec 2023 Observation: When we report a problem or issue that needs to be repaired, often the date of the appointment for the repair is weeks in the future. Also, when the appointment for a repair is attended, many times the problem is not resolved the first time and we need to call Mears again to ask about the plan to resolve the problem. Some repairs take many appointments and months to complete fully. We often need to explain the situation again to the Mears office. The communication between Mears, subcontractors and tenants is not well coordinated or clear.  Reply: Thank you for your feedback, we are looking at ways to improve this element of the service.

Reference: 107 | Received: 21 Nov 2023 | Responded: 6 Dec 2023 Observation: Are we getting new kitchens and bathroom in Fullers Slade as was almost promised 2 years ago? Reply: Thank you for your comment. This consultation is about how the service is delivered, rather than individual queries. Please get in touch with the contractor with your query as we renew kitchens and bathrooms on a rolling programme, once surveys have been done to confirm the priorities.

Reference: 106 | Received: 21 Nov 2023 | Responded: 24 Nov 2023 Observation: Hire more women to do repair works, especially for female tenants who live alone. I’ve had some very precarious experiences with certain male contractors and when it’s late at night and you get a racist aggressive contractor in your house it can make you feel very uncomfortable and very at risk. The repairs workforce needs more diversity. Create an apprenticeship programme, not just for young people but for people of all ages especially women who want to move into the sector. I know plenty of female plumbers, gas fitters who could be contracted by MKCC. Let’s end the male dominated, boys club misogyny of the Mears years and be more diverse and inclusive.  Reply:  Thank you for your observations. Equality, Diversity and Cohesion lies at the very heart of everything we do in employing people, providing services to people, and in shaping the place they live and work. We provide more information on how we work to achieve equality on this page. We would also like to encourage our residents to report to us any incidents when they feel they are being treated unfairly, whether by a member of public, our staff, or our contractors. We provide more information on how to contact us on this page.

Reference: 103 | Received: 20 Nov 2023 | Responded: 6 Dec 2023 Observation: Why does it take 10 days to fix heating, when under right to repair it should be done in one? Why is there no emergency contact number for the council, when the repair is not done? Why have mears been left to self govern? Reply: Thank you for your feedback. We share the definition of emergency repair and routine repair in the tenant handbook, which is circulated by post and email. This is also on our webpages. We do monitor the percentage of repairs done first time, and note your feedback on this being a priority along with how residents can escalate.

Reference: 102 | Received: 20 Nov 2023 | Responded: 1 Dec 2023 Observation: Mears they are very ok. Reply: Thank you for your feedback.

Observations received w/c: 13 November 2023

Reference: 100 | Received: 19 Nov 2023 | Responded: 6 Dec 2023 Observation: Mears offers a decent service and repairs are normally done within a reasonable time span. However my bathroom was replaced over 19 years ago and the bath is chipped, the wall under either end of the bath is crumbling and the flooring had to be replaced by me as a leak damaged it and MKCC advised me that it was my responsibility to replace but Mears are unable to replace my bathroom suite due to the financial restrictions in place by MKCC and the changes made to planned works and decent home improvements. Reply: Thank you for your comments. All repairs are assessed based on need but if you feel this is still a concern that needs reviewing, please do raise with Mears via the usual process.

Reference: 101 | Received: 19 Nov 2023 | Responded: 24 Nov 2023 Observation: Mears are NOT to be given the contract. Their performance has been shockingly poor. Two+ years later, I am still waiting for some work to be done. On another property, they keep lying to say they have been in contact to do the work or have done it. Again. all lies. Their work is sub-standard compared to what I would get if I were paying for a tradesman. How you have allowed them to get away with this for years is beyond belief. I do not support Mears ever having a contract again. .  MK Council need to take ownership of this and manage repairs themselves. Reply: Thank you for your observations and will note these for the next contract.

Reference: 93 | Received: 18 Nov 2023 | Responded: 6 Dec 2023 Observation: What is the intent scope of repairs and the areas of cover? Reply: Responsive repairs include reactive repairs as requested by tenants. The consultation is about what workstreams should be included in the contract or procured separately. Such as replacement kitchens.

Reference: 94 | Received: 18 Nov 2023 | Responded: 6 Dec 2023 Observation: Hello, I have been living in the house given to me by the council for almost 4 years, during this time I have undergone a lot of repairs, at the moment the house is in a pathetic condition, it turned out that it was issued incorrectly, due to the fault of the council, the question is whether every decision you make should look like this? ?? who is responsible for issuing houses? who bears the consequences later, the service center doesn't really know what it can do, because repairs are sometimes huge and costly, and besides, the service's approach leaves a lot to be desired, there are cases where the service itself ignores the notifications, or sends bored employees who are not very whatever they do (maybe the idea is to get more money from the cuncil??). The system of issuing houses should take a different course, a safe house, i.e.: the structure of the house should be without any suspicion of cracks or problems with the gas boiler or electrician, and the house should be issued to the appropriate people, adapted to the living conditions of the family or disabled people, I don't know about the criteria in the UK, but I was very stressed fighting for the renovation of a house that should be in a different condition than the one I was issued with. Reply: The consultation is about how we maintain and invest in the homes. If you have a concern about your property please get in touch with the repairs contractor. Your comments on this will be taken into account around managing cost and monitoring the volume of repairs to ensure value for money. In terms of allocating properties, this consultation is not about that.

Reference: 96 | Received: 18 Nov 2023 | Responded: 6 Dec 2023 Observation:  I believe the repairs need to be a lot more easy going, by ensuring that repairs are done and completed 1st time (as much as possible), rather than having anything from 3-5 inspections before the works are carried out, but are only half completed if done at all. It feels like the company doing it now dont care, appreciate or even take into consideration that tenants also have to work. Even though tenants need to have repairs done to the property, as per the tenancy agreement, we also have to work for a living and have other priorities that we cant keep having so much time off work for endless inspections that result in little to no work. An automated system that notifies tenants of all appointments from all departments/types of works and not just repairs - notification either by text and email, with technology today there shouldn't be any reason/excuse why a company can not have system that allows this. But also notifications confirming a change in appointments if needed. The notifications only show when a new appointment has been booked, when there are changes to an appointment then why cant there be a message to say if the original appointment has been cancelled or not, and that a new or additional appointment has been raised. Ensuring when a tenant gets a property to move into that the property is in a good and suitable standard, rather than leaving things until a tenant moves into it - anything from windows not working properly, mould, leaks, etc., tenants already have a lot to deal with when moving into a new home they don't want to have to deal with works that should have been done before they move in. I think a new company and a new way of thinking is required, one where the company is willing to be understanding and consider the fact that council tenants also have to work, rather than sticking the stigma that all council tenants dont work and live on benefits, like the current company does - a change is desperately required and sometimes that means starting everything afresh, including changing the company doing the works. The term 'its better to go with the devil you know than the one don't' is not applicable here, as its obvious the current company is getting worse in their quality of work and yet they were able get away with overcharging the Council £80,000 a month for a long period of time and for works that were not done properly if at all. Mears does not deserve another chance to make thing even worse than what it is. Reply: Thank you so much for your feedback and observations. We are looking at ways to improve the service including reducing the need for repeat inspections and visits and how to use technology to enhance the service offering. Voids are also being reviewed as part of the new procurement.

Reference: 97 | Received: 18 Nov 2023 | Responded: 1 Dec 2023 Observation: Cleaning alley ways more lighting, shops and Rubbish,  car park dis repair.... tree roots health hazard! Why forest trees  planted in car park with tree sap all over car's... Reply: Thank you for your observations.

Reference: 90 | Received: 17 Nov 2023 | Responded: 1 Dec 2023 Observation: I have found Mears too be excellent in responding to any problems I have had in my flat, and in dealing with problems affecting me. Reply: Thank you for your feedback.

Reference: 89 | Received: 17 Nov 2023 | Responded: 1 Dec 2023 Observation: 1) Some of the houses were built ages ago, there is a cracking noise when walking through the staircase and during the winter period, the house does not retain warmness thereby consuming lots of heating which increases the energy bill, will there be repairs or maintenance to be done? 2) Can the hot water tank be replaced with a smart water system? Reply: Thank you for your questions. 1) Could you please report the repair via the usual way Housing Repairs webpage, so that this can be picked up.  2) We do upgrade water systems where required, and we work to standardize these systems as it makes them more efficient to maintain.

Reference: 88 | Received: 17 Nov 2023 | Responded: 1 Dec 2023 Observation: Are there any circumstances that allows the council to help a shared owner with repairs? Reply: Thank you for your question. MKCC is only responsible for work to MKCC owned properties/blocks.

Reference: 82 | Received: 17 Nov 2023 | Responded: 1 Dec 2023 Observation:  Repairs Old process I never understood why the engineer visited even when the job was cancelled They knew the job was cancelled and left a card saying they visited and no response. When I challenged this via the call centre they said yeah it's there process they still have to visit and leave a card. This is a waste of resource and also looks bad on the tenant, no wonder the council have not got enough money to get so many repairs completed  Number 2 comment  my boiler which I understand is expensive, but I have called 25 times and had an engineer come out and repair various faults, surely it would have been cheaper to replace the boiler rather than spend all the money on wages /call out and parts. Number 3 comment When you call to report a repair, the admin staff can make you feel extremely uncomfortable as if it's such an inconvenience to call and your wasting time and that I'm not untitled to get the repairs completed, it's very discouraging when as a tenant you have an obligation to keep the home in a good state of repair but feel customer services can be extremely unhelpful at times. I appreciate money is tight and cost of living is rising but if the repairs are not completed it will only cause more expense in the long run. It's shouldn't be such a fight/challenge to keep your home in good order. Thank you  Reply: Thank you for your observations. Repairs: We will be including detail in the specification contract that performance indicators cover any missed or cancelled jobs along with first time fix. We would not expect a contractor to attend a cancelled job. Number 2: We do look to replace boilers when they cannot be fixed. Repeated call outs for same reason will be part of the contract specification and monitoring. Number 3: This is not good to hear. We do meet regularly with the contractor and also can listen to calls. How calls are received is part of the consultation so thank you for your view. If repairs are done first time in a monitored performance measure, this will form part of the future specification and contract performance measurement.

Reference: 81 | Received: 17 Nov 2023 | Responded: 1 Dec 2023 Observation: How will these repairs done? Will there be a list? I’ve been in this house for 4 years, my mum previously for 6 years & a friend before that for 7 years but yet apparently I’m not due a new bathroom? I have pipes coming from outside inside, the back of the toilet is behind the wall which you cannot access. Reply: Repairs are done to keep properties to standard. Components like kitchens and bathrooms are renewed when needed, there is no set end of life for them. All bathrooms can be different, which might be why your pipework is concealed.

Reference: 79 | Received: 17 Nov 2023 | Responded: 24 Nov 2023 Observation: When is the communal area in my flats going to be painted? Reply: Thank you for your question. Works are carried out on a priority basis and the queries currently need to be raised through Mears.

Reference: 78 | Received: 16 Nov 2023 | Responded: 1 Dec 2023 Observation: I think the current service for repairs is fine and I have not had any problems. I find them easy to call and explain what my repair is and getting appointments for them to sort it. Reply: Thank you for your observations.

Reference: 77 | Received: 16 Nov 2023 | Responded: 1 Dec 2023 Observation: I am pleased with the work Mears have done recently on my front garden turning it to block paving. I sometimes find I have to make a point with the call centre about my disabilities to get my repairs done sooner.  Overall I do not have a problem with the current repairs service. Reply: Thank you for your feedback.

Reference: 76 | Received: 16 Nov 2023 | Responded: 1 Dec 2023 Observation: Been in our house 30 years and do most of the repairs ourselves. We did get a kitchen done from Mears and they did a good job. Only had a problem with a peeling ceiling in the kitchen. They repaired it but after some chasing. Overall an good service. Reply: Thank you for your observations.

Reference: 75 | Received: 16 Nov 2023 | Responded: 1 Dec 2023 Observation: Mears have been very professional and had a really good experience. I've had a wet room done, and the gentleman who did it closed the door and made sure he kept all the mess in the room and tidied it up after himself. Same man who comes o service the boiler is the same man every year and they come out very quickly if you ever have an emergency fire alarms when installed caused some problems with the lighting, which Mears responded to quite quickly. Easy process both online and over the phone and am happy with both. Reply: Thank you for your feedback and views.

Reference: 74 | Received: 16 Nov 2023 | Responded: 1 Dec 2023 Observation: I find Mears alright on the whole, we did have 1 problem about a couple of years ago with one of the operatives and we raised this with them at the time, we never saw the operative again. I think the service works well as it is for me and my husband. Reply: Thank you for your feedback.

Reference: 73 | Received: 16 Nov 2023 | Responded: 1 Dec 2023 Observation: Mears have always been very helpful and prompt and I am very satisfied with the service I have received from them.  I find it easy to raise a repair, sometimes it can take a while for the phone to be answered but I think it's when they are busy. Reply: Thank you for your feedback.

Reference: 57 | Received: 15 Nov 2023 | Responded: 1 Dec 2023 Observation: I've just noticed that when people complain that Repairs aren't done to contact Mears, no point because it doesn't get Repairs done, give another suggestion that works please. Reply: Thank you for your response. We are looking at alternative ways to improve the service and appreciate your input into this.

Reference: 56 | Received: 15 Nov 2023 | Responded: 24 Nov 2023 Observation: It's hard to get any Repairs done, we get treated as second class citizens, I have at least 5 outstanding Repairs going back years, or Repairs that have not been done properly. At time of writing I have been without central heating for 5 years My question is why do you treat me and others like this? Reply: Thank you for your observation and we are sorry to hear your previous experience with our repairs service was not satisfactory. We have passed on your comment regarding the lack of heating to our colleagues for further investigation.

Reference: 56 | Received: 13 Nov 2023 | Responded: 16 Nov 2023 Observation:  Re my recent letter from [REDACTED] regarding installation of hard wired smoke detectors  in my home  [REDACTED] I  am to understand that you want hard wired smoke alarms fitted in the living rooms I am happy to have hardwired fitted in hallways  but  having just decorated my house   do not wish to have detectors hard wired into bedrooms or living room. Legislation states that all landlords must provide a smoke alarm fitted on every level no more than 7 meters from a room. I have  fire doors fitted on all rooms  and a smoke detector within1 meter of every room   As far as Legislation  dictates I have sufficient  smoke detectors to comply  and although don't mind these replaced by hard wired detectors I do not want anymore fitted. I would be grateful for for your reply  to confirm  that  I meet the necessary legislation  requirements and that a smoke detector in my living room  although  asked for by mk council is not necessarily compliant with legislation. Reply: Thank you for your email. We have passed this onto our Safety team who will be in touch with you regarding this.

Observations received w/c: 6 November 2023

Reference: 51 | Received: 09 Nov 2023 | Responded: 24 Nov 2023 Observation: I would like to ask the council to change its attitude to repairs needing to be done to rooms that have been upgraded by the tenant at the cost of the tenant. Because my bathroom was in a dreadful state, when I sold my car, I used some of the proceeds to have a new shower, sink and toilet installed, thus saving the council the money for an upgrade at a later date. Now, however, I have to get any repairs done privately, which seems wrong and unfair. The bathroom is still a part of the flat that I rent from the council, so repairs should be covered by the council. And I am sure I am not the only tenant to whom this applies. Reply: Thank you for raising your observation, in line with our current Tenants Home Alteration process in carrying out the alteration, tenants are required to ensure any new part or component installed by them will remain their responsibility to maintain and repair. If the installation causes any damage after or during installation tenants would also be responsible to repair the damage.

Observations received w/c: 30 October 2023

No observations received

Observations received w/c: 23 October 2023

Reference: 34 | Received: 30 Oct 2023 | Responded: 31 Oct 2023 Observation: Time & length it takes to get repairs done. Also why is it so hard to get repairs done for people with disabilities. Reply: Thank you for your observation and we are sorry to hear your previous experience with repairs service was not satisfactory. How aids and adaptions are done is important to us and we will be looking at how this is best delivered as we move forward. We would also like to assure all our residents that as a council we are committed to offer our services in a manner that is accessible to everyone. We provide more information about this on our Accessibility and Equality pages. All residents who feel they were treated unfairly can: - complain directly to us Complaints about Housing Services - use someone else to help you sort it out   (called ‘mediation’ or ‘alternative dispute resolution’) - make a claim in a court or tribunal Contact the Equality Advisory Support Service for further help and advice.

Reference: 31 | Received: 29 Oct 2023 | Responded: 31 Oct 2023 Observation: Mears are much better than Mitle who spent all their time coming back to do the same repairs. The service was rubbish under the council taking control of the repairs services. Better standard of repairs and do the repair correctly the first time. Keep the repairs service with Mears rather than the council taking control of it as it did not work the last time. Reply: Thank you for your observation.

Reference: 30 | Received: 26 Oct 2023 | Responded: 31 Oct 2023 Observation: Since becoming a tenant with MK Council I have raised concerns with my housing office regards to MKC receiving value for money, this is in regards to the quality of work completed, the type of work done and the use of competitive/value for money of the equipment used. I base these questions on my vast experience with LUL/TFL with the station modernization and enhancement program that I was heavily involved with over my 16 year service with them as an Operational Manager. Reply: Thank you for your observation. We invite all residents who want to be more involved in shaping the future service to join a consultation working group.

Reference: 50 | Received: 24 Oct 2023 | Responded: 24 Oct 2023 Observation: I would like to ask you to change our heating system to a new one. We contacted Mears about this matter but no one responded.  Reply: Thank you for your question. For more information in regard to any current repair and maintenance issues please visit Housing Repairs webpage.

Reference: 49 | Received: 23 Oct 2023 | Responded: 23 Oct 2023 Observation: Asking why consulted as no repairs or maintenance done by council. Unfair that they are responsible for 100% when only own 10%. Reply: Thank you for your observation. Consultation is on wider works, and overall approach so please let us know your thoughts. The letter we sent had to be consistent for all who we need to consult with, sorry for any confusion caused. You remain responsible for repairs at your property.

Reference: 47 | Received: 20 Oct 2023 | Responded: 31 Oct 2023 Observation: Would you please explain to me why I have had a letter sent to me on the repairs maintenance consultation. Your records would show that we are shared ownership who are responsible for all our repairs? Has the policy now changed that Milton Keynes Council is now responsible for repairs to the house Reply: Thank you for your question. Consultation is on wider works, and overall approach so we would welcome your thoughts. The letter we sent had to be consistent for all who we need to consult with. Sorry if this has caused some confusion. You remain responsible for repairs at your property and the policy has not changed.

Reference: 46 | Received: 20 Oct 2023 | Responded: 31 Oct 2023 Observation: Water outside regulatory limit. Stair/outside/hall lights failed. Reply: We have passed your email onto colleagues to investigate and will respond to you as soon as possible. For more information in regard to any current repair and maintenance issues please visit Housing Repairs webpage.

Observations received w/c: 16 October 2023

Reference: 17 | Received: 22 Oct 2023 | Responded: 27 Oct 2023 Observation: Would there be any repairs done on [REDACTED]. I am a leaseholder and the street really needs some freshening up. Also the building that I live in needs work done on the roof. My ceiling is leaking. Please advise what repairs are planned and where. I would like to give some recommendations.  Reply: Thank you for your question. If you have any concerns about the condition of a roof in communal areas please contact Mears. If the issue concerns part of the building where Mears are not responsible for, we would advise you to contact Homeownership Team for further help.

Reference: 16 | Received: 22 Oct 2023 | Responded: 27 Oct 2023 Observation: What is the current works programme for replacement bathrooms.  I have been in my current property for 15 years and the bathroom has never been replaced. Reply: Thank you for your question. If you have any concerns about the condition of your bathroom please contact Mears. For more information on our current planned maintenance programme please visit Improvements, alterations, adaptations, and home maintenance at your home.

Reference: 15 | Received: 22 Oct 2023 | Responded: 27 Oct 2023 Observation: Currently we do not have any fire doors in our property. Will they be installed? Reply: Thank you for your question. Health and Safety is a priority for us. For more information on fire door works please refer to our specifications as per the following links Fire Door Surveys Specification Fire Door Remedial Works Specification.

Reference: 14 | Received: 21 Oct 2023 | Responded: 27 Oct 2023 Observation: When we had our bathroom done upstairs mears did not do a very good job. Once it had been completed. I went to have a look and I could see that skirting was not lined up correctly. The floor lino was messy and where they had used Silicone to fill in gaps was also messy. They also spilt grout onto the bath tub and did not clean it off. So now it's permanently stuck on the bath even though it was a simple fix if they had just cleaned it off initially. There are also a number of other issues such as the toilet sink size has now decreased significantly and the taps are so close to the back edge of the sink that our hands barely fit under the tap and when they changed our water plumbing system they made it so if someone is using a tap downstairs and someone is having a shower the person in the shower will have to deal with cold water while the tap is being used elsewhere. We hope that in the future the council does the jobs internally and not through mears  Reply: Thank you for your observation. We are sorry to hear your previous experience of a bathroom renewal has not met your expectations. For more information in regard to any current repair and maintenance issues please visit Housing Repairs webpage. Please be assured that this consultation, as highlighted in the letter you received, places importance on service that is in accordance with national consumer standards.

Reference: 13 | Received: 20 Oct 2023 | Responded: 27 Oct 2023 Observation: Roof and back fence are of utmost priority for safety and comfort. As tenants we have bad experiences with that - lengthy waiting time - no back fence which poses a safety risk and there is a ,,pass the buck" attitude - Mears claim that they need an approval from the Council, the Council states they will take things up with Mears. We have also had a leaky roof for the past three months and again we are told a supervisor needs to assess the issue, but they don't turn up. Then roofers are then sent and can't do the job because the supervisor hasn't turned up and a plasterer hasn't done a job inside. Everybody has a very narrow skills area and will only do their small bit. After 3 months still no fence  and a leaky roof. Reply: Thank you for your observation. We are sorry to hear your previous experiences have not met your expectations. For more information in regard to any current repair and maintenance issues please visit Housing Repairs webpage. Please be assured that this consultation, as highlighted in the letter you received, places great importance on value and customer experience. We invite all residents who want to be more involved in shaping the future service to join a consultation working group.

Reference: 12 | Received: 20 Oct 2023 | Responded: 27 Oct 2023 Observation: The customer wants to discuss the issues with Mears Reply: For more information on how to contact Mears in relation to any current repairs and maintenance issues please visit Housing Repairs webpage.

Reference: 45 | Received: 18 Oct 2023 | Responded: 23 Oct 2023 Observation: A few years ago, the council replaced the door to the flats [redacted]. Unfortunately, the door lock keeps turning and I can not close the door. Where I should report it? Reply: Thank you for your question. Please report the repair in the usual way to our repairs contractor. Details are here - Report Repairs

Reference: 44 | Received: 18 Oct 2023 | Responded: 23 Oct 2023 Observation: Hold on whos doing the repairs on property them this should be sorted before xmas awaiting for a long time had damp need new doors in hallway a leak from upstairs boiler packed up hes aware of this hes works on motorway alot away who in charge of the repairs in homes then. Reply: Thank you for your observation. We are sorry to hear your previous experiences have not met your expectations. For more information in regard to any current repair and maintenance issues please visit Housing Repairs webpage.

Reference: 43 | Received: 18 Oct 2023 | Responded: 18 Oct 2023 Observation: My home is shared ownership. I presume the consultation letter should not have been sent to me. If I am incorrect please let me know. Reply: Consultation is on wider works, and overall approach so please let us know your thoughts. This letter had to be consistent for all who we need to consult with, sorry for any confusion caused.

Reference: 42 | Received: 18 Oct 2023 | Responded:18 Oct 2023 Observation: Dear Alison Cook, and members of the Milton Keynes City Council team,  I am writing in response to your letter, received this morning.  I have not yet read this in detail, nor have I visited your repairs-consultations webpages, as yet.  In the first instance, I should like to respond to information contained in the first page of your letter.  I have been a shared ownership tenant at my present address for a year and a half, and I’m confident that this is the first time I have been contacted with any information concerning the Council’s contract with Mears PLC (covering repairs and maintenance).  I had no expectation that the Council might help out with the provision of repairs and maintenance, and so in the time that I’ve been here I have had to bring in private contractors to deal with issues arising - relating to the heating system, the plumbing (specifically a water leak), and also the electrics, plus general maintenance jobs. If not (and if this means that I am expected to meet the costs for all maintenance on the property), perhaps it would be fair to say that this consultation process is not really aimed at shared ownership clients?  It would be most helpful if this could be explained. Reply: Thank you for your question. Consultation is on wider works, and overall approach, so please let us know your thoughts. The letter we sent had to be consistent for all who we need to consult with, sorry for any confusion caused. You remain responsible for repairs at your property.

Reference: 40 | Received: 18 Oct 2023 | Responded:19 Oct 2023 Observation: I have just received and skimmed through your repairs consultation letter. Before I decide whether to involve myself In any of the details could you explain how this is relevant to shared ownership tenants? As I understand it I am responsible for any and all repairs to the property so I’m unsure why I even received this communication. Reply: Thank you for your question. Consultation is on wider works, and overall approach, so please let us know your thoughts. This letter had to be consistent for all who we need to consult with, sorry for any confusion caused. You remain responsible for repairs at your property.

Reference: 10 | Received: 18 Oct 2023 | Responded: 27 Oct 2023 Observation: When will the housing stock surveys start?  Reply: Thank you for your question. For more information on the future stock survey arrangements please refer to our stock condition surveys specification.

Reference: 8 | Received: 18 Oct 2023 | Responded: 27 Oct 2023 Observation: Mears repairs are awful and they just patch up repairs rather than doing a full and proper job. Then when you question their view of how they will carry out a repair they blame mk council saying they will not fund the correct solution to what needs to be done. In my house I have a lot of plaster that has been patch repaired so now I have uneven walls that have blown plaster on the parts they missed. I also have a mismatch kitchen as they have only replaced the worst of old worktop and base units. Reply: Thank you for your observation. We are sorry to hear your previous experiences have not met your expectations. For more information in regard to any current repair and maintenance issues please visit Housing Repairs webpage.

Reference: 7 | Received: 18 Oct 2023 | Responded: 27 Oct 2023 Observation: The repair service headed by mears is inadequate. Repairs are not undertaken in reasonable time. They are often not completed to any decent standard. Workers do not respect people's homes. I take many, many days off for repairs to be poorly done, often taking days off for repairs not to happen at all. Complaints are buried. Tenants are gaslight and lied both to and about. The council seem to have no idea what is really going on in their homes. No one supervises mears properly meaning they keep cashing cheques for poorly performed repairs. They are not fit to hold any maintenance contracts. Reply: Thank you for your observation. We are sorry to hear your previous experiences have not met your expectations. Please be assured that this consultation, as highlighted in the letter you received, places great importance on value and customer experience. We invite all residents who want to be more involved in shaping the future service to join a consultation working group.

Reference: 4 | Received: 18 Oct 2023 | Responded: 27 Oct 2023 Observation: My comment is that our experience with Mears has been very poor. Repairs are never satisfactorily completed first time which must increase costs. My immediate neighbours feel the same. On one occasion an employee of Mears was rude. Basically we feel that any alternative to Mears would be beneficial. It seems messages get lost in translation as the job they turn up to do is not the job reported to them.  Reply: Thank you for your observation. We are sorry to hear that your previous experience of Mears’ operatives has not met your expectations. For more information in regard to any current repair and maintenance issues please visit Housing Repairs webpage.

Reference: 3 | Received: 18 Oct 2023 | Responded: 27 Oct 2023 Observation: When I’ve had work done by Mears is usually done ok however I had a repair done to two wall in my newly decorated front room and it was left in a terrible way, after I had been assured it would be left good so I had to pay out to get the job fixed I’m 80 so didn’t think this was good!😫my bungalow hasn’t had a great deal done to it since I moved in I’ve been in it for 17 years love it but repairs are not so good!  Reply: Thank you for your observation. We are sorry to hear your previous experiences have not met your expectations. For more information in regard to any current repair and maintenance issues please visit Housing Repairs webpage.