Repairs and Maintenance

Your observations and our replies

We have issued the Notice of Proposal on 29 April 2025, as per this letter

There is no change to tenants rent as part of this. We are sorry for any confusion, please get in touch with us with any queries and we will come back to you.

Use this form to submit your comments and observations by 5pm on 29 May 2025.

We will review and respond to your comments within 21 days, and publish them here.

Leave your comment (opens in a new window)

 

last updated: 16 May 2025

Observations received w/c: 12 May April 2025 | 1 observation

Reference: 62 | Received: 12 May 2025 | Responded: 16 May 2025

Observation: Good communication and polite staff. 

Reply: Thank you for your comment, it is appreciated.                                                                                                                                                   

Observations received w/c: 5 May 2025 | 21 observations

Reference: 39 | Received: 5 May 2025 | Responded: 16 May 2025

Observation: I do not understand this letter as I am Autistic. My carer has read this my question is as I am on disability benefits for my MS do I have to pay this is worrying me.

Reply: Thanks for getting in touch. We are sorry that this is worrying you. Tenants rent will not change because of this. One of the team will give you a call.

Reference: 40 | Received: 5 May 2025 | Responded: 9 May 2025

Observation: Mears is the worst repair company ever. Appalling disgusting communication at call centre. People one the phone will hang up on you and if you raise and issue to a complaint they will either lie and say they have passed on the matter to an supervisor or they will disconnect the call or refer you to raise a complaint in order to not deal with the matter. Any promised call back from supervisors or investigation will not happen. Jobs of repair will are done of poor standard and quality. You sometimes have to get someone come out for the same job multiple times or they will book an distant appointment and when they arrive; someone will arrive take a 2 minute look and report they cannot do it today and will rebook appointment again for another day. Or they will not arrive at all or even pretended they have come; while you have been waiting for them and when you will an note through the letter box to say they came and no one was present and that appointment will be rebooted. Poor service we do not want to suffer for another 5 years of their service.

Reply: Thank you for your comments, we appreciate you getting in touch. The new contract puts greater emphasis on first time fix, quality of repairs and quality of contact centre service. It also includes performance monitoring. 

Reference: 41 | Received: 5 May 2025 | Responded: 9 May 2025

Observation: I am happy to continue with mears.  

Reply: Thank you for your comment. We appreciate it.

Reference: 42 | Received: 5 May 2025 | Responded: 9 May 2025

Observation: In your proposal you state "Tenants, leaseholders and shared owners will be required to pay your due proportion of the cost of carrying out repairs, maintenance and renewal to your property, block and estate, as appropriate and per the terms of your lease/agreement."

I have been renting my home in [REDACTED] for a few years and have never had to pay anything towards any maintenance or repairs during this time. Is this situation changing?

Reply: We have had a few questions from tenants about charging for repairs or charging tenants £250. We are sorry that this has caused concern to tenants. The consultation letter is to all residents. So that includes tenants, leaseholders and shared owners. Tenants rent will not change linked to this.

Reference: 44 | Received: 5 May 2025 | Responded: 9 May 2025

Observation: I am a bit concerned about something in the letter you sent out regarding repairs. Do tenants have to start paying for repairs in the near future? If so, what will happen if tenants don’t have the money to pay this? I’m really worried as I’m a pensioner and don’t have a lot of money. Please can you let me know if this is right or if I’ve misunderstood it. Thank you.

Reply: We have had a few questions from tenants about charging for repairs or charging tenants £250. We are sorry that this has caused worry. The consultation letter is to all residents. So that includes tenants, leaseholders and shared owners. Tenants rent will not change because of this.

Reference: 45 | Received: 5 May 2025 | Responded: 9 May 2025

Observation: Choosing any service based on how cheap it is can only ever lead to poor and inadequate services which is already apparent as Mears have been one of the worst companies that have ever been rewarded with public contracts. I would strongly suspect based on their lack of professionalism and the extremely poor quality of their work that they must have friends in high places at MKCC otherwise why would they be employed by MKCC. 

I can still remember councils having their own workforce who were highly trained and took a pride in their work but those days are long gone.  I have personally had repeated problems with Mears operatives and never any admission of guilt or anything like an apology. I am aware of many other council tenants who are unhappy with the lack of a proper service and have experienced poor service poor workmanship and failures to carry out work competently. I suspect that anything negative will be brushed aside and Mears will get the contract despite not being suitable or able to carry out work efficiently or safely and that we the tenants will be made to pay more money for less and poor service.

Reply: Thank you for your comments, we appreciate you getting in touch. Tender submissions were scored on quality and price. With 60% across the 25 quality questions they had to answer and 40% on price. Performance management is a key part of the contract. Please get in touch with any other feedback or comments.

Reference: 46 | Received: 5 May 2025 | Responded: 9 May 2025

Observation: Mears are good to continue.

Reply: Thank you for your comment, we appreciate you getting in touch.

Reference: 48 | Received: 6 May 2025 | Responded: 16 May 2025

Observation: I’m absolutely disgusted that Mears had been able to maintain the contract with Milton Keynes due to substandard works at [REDACTED]. Regular complaints have been made to the home ownership team regarding these matters yet nothing had been resolved. I have told the homeownership team I’m prepared to go public with these matters & still theres no movement for Mears to correct or finish these works. We are still being charged for this work, just because Mears may be cheaper it doesn’t make it right to pay for a poor service.

Reply: Thank you for your comments. Tender submissions were scored on quality and price. With 60% across the 25 quality questions they had to answer and 40% on price. Performance management is a key part of the contract. Please get in touch with any other feedback or comments. 

Reference: 49 | Received: 6 May 2025 | Responded: 16 May 2025

Observation: I wouldn't be prepared to pay a contribution to repairs on top of the rent unless the repairs are actually done to a high standard. I have spent thousands repairing work that Mears have done incorrectly. The service and standards of work are appalling and need great improvement.  

Reply: Thank you for your comment. We have had a few questions from tenants about charging for repairs or charging tenants £250. We are sorry that this has caused concern to tenants. The consultation letter is to all residents. So that includes tenants, leaseholders and shared owners. Tenants rent is not changing because of this. The new contract has a clear focus on performance management, including repair quality.

Reference: 50 | Received: 6 May 2025 | Responded: 16 May 2025

Observation: Leaseholders shouldn’t pay for maintenance and repairs for council flats just shared parts and block. And all repairs should be available for us to see online without hidden costs!!

Reply: Thank you for your comment. The elements of service you pay for are as per your lease agreement. If you have any queries on your service charges, please get in touch with rentservicechargereview@milton-keynes.gov.uk 

Reference: 51 | Received: 7 May 2025 | Responded: 16 May 2025

Observation: Will the work get done properly

Reply: Thank you for your comment. The new contract has clear performance management focus, especially for repairs.

Reference: 52 | Received: 7 May 2025 | Responded: 16 May 2025

Observation: I have always found the current contractors punctual, professional and knowledgeable. I have a problem with the heating in the main bedroom. Workmen were sent several times to work on it but could not because the problem is with the radiator. The room is doesn't warm up during the cold days and I don't blame the contractors.

Reply: Thank you for your comment, that is appreciated. Please raise your concern regarding your radiator with Mears Limited as part of the current contract in the usual ways.

Reference: 53 | Received: 7 May 2025 | Responded: 16 May 2025

Observation: I don't know why tenants have to pay for maintenance to their homes. It was after I moved in last year that everything that was wrong with the house started to show up. The heating in the main bedroom doesn't work properly. As such, what it means is that, each time I call for someone to look at it, I have to pay. Is not just the heating but other issues.

Reply: Thank you for your comment.

We have had a few questions from tenants about charging for repairs or charging tenants £250. We are sorry that this has caused concern to tenants. The consultation letter is to all residents. So that includes tenants, leaseholders and shared owners. Tenants rent is not changing because of this.

Please raise your concerns regarding your heading with Mears Limited as part of the current contract in the usual ways.

Reference: 54 | Received: 7 May 2025 | Responded: 16 May 2025

Observation: All looks good 😊

Reply: Thank you for your comment, we appreciate it.

Reference: 55 | Received: 7 May 2025 | Responded: 16 May 2025

Observation: That needs to be accountability regarding the current contractor Mears how they deal with tenants and private landlord in communal blocks.

Reply: Thank you for your comment. The new contract includes performance management and how this will be measured.

Reference: 56 | Received: 8 May 2025 | Responded: 16 May 2025

Observation: Whether council is getting a new repair company. I really don’t care who comes because the disappointment I received since I have been living here. Council never want to change anything unless it’s completely damaged. The way I fight to fix my kitchen window when it was going to fall down by itself was a nightmare. Over 10 year paying my rent in time and the only thing council changed was the kitchen window and main door which both was completely damaged and in very very bad conditions.

Reply: Thank you for you comment. Please raise any repair issues with Mears Limited as part of the current contract in the usual ways.

Reference: 57 | Received: 8 May 2025 | Responded: 16 May 2025

Observation: Haven’t had repairs done yet 

Reply: Thank you for you comment. Please raise any repair issues with Mears Limited as part of the current contract in the usual ways.

Reference: 58 | Received: 8 May 2025 | Responded: 16 May 2025

Observation: How to request a new kitchen as we only have one cupboard and the sink is coming away from the wall and the taps are lose my grandmother lived here for 18 years before we took over the tenancy in December after she passed away and she has never had a new kitchen.

Reply: Thank you for getting in touch. Please raise this with Mears Limited as the current contractor via the usual ways so that they can arrange a visit if required. 

Reference: 59 | Received: 8 May 2025 | Responded: 16 May 2025

Observation: If I replaced the windows and doors and also had to do new electrical installations, is there a chance to get some money back?

Reply: Thank you for getting in touch. As a shared owner, you are responsible for your repairs and maintenance as per the terms of your agreement so there is no change there. Any queries, please get in touch with the home ownership team on home.ownership@milton-keynes.gov.uk

Reference: 60 | Received: 9 May 2025 | Responded: 16 May 2025

Observation: How long the kitchen should be changed? As a tenant I have reported many times that my kitchen is not in good condition but i didn't get any replied . Thank you 

Reply: Thank you for your comment. There is no set time period for kitchen replacements or other things. We are sorry that you say you have not had a response and will follow up separately with you on that.

Reference: 61 | Received: 11 May 2025 | Responded: 16 May 2025

Observation: I am writing to formally express my concern and strong objection to the decision to award Mears Group any new long-term contracts for housing repairs and maintenance within Milton Keynes.

As a tenant who has had to rely on Mears as the appointed contractor for repairs over a number of years, I must say that my experience has been consistently disappointing. The quality of service provided by Mears has been poor and, in many instances, completely unacceptable.

Firstly, it is extremely difficult to get in contact with Mears when repairs are needed. Communication is poor, and tenants are often left without clear updates or timelines regarding when issues will be resolved. On several occasions, I have encountered rude and dismissive behaviour from their staff, which adds to the frustration of dealing with unresolved problems in the home.

More disturbingly, I have experienced what I believe to be instances of racism during my interactions with Mears staff. This is deeply concerning and should be taken seriously, as no tenant should have to endure discriminatory treatment, especially from those providing essential services on behalf of the council.

There was one particularly distressing incident when my heating and hot water were not working during a period of very cold weather. Despite the urgency and the fact that I had small children in the household, it took an unreasonably long time for the issue to be addressed. This not only put my family’s wellbeing at risk, but also demonstrated a serious lack of regard for tenant welfare.

Given these experiences, I strongly disagree with the decision to continue or renew contracts with Mears. Tenants deserve a reliable, respectful, and professional service — one that Mears has consistently failed to deliver. I urge the council to reconsider this decision and to explore alternative contractors who can provide a higher standard of service and treat residents with the dignity and respect they deserve.

Reply: Thank you for your feedback. We have noted it. Please report any service concerns to our customer service team via Complaints about Housing Services That way we can follow up with you. 

Observations received w/c: 28 April 2025 | 33 observations

Reference: 3 | Received: 30 Apr 2025 | Responded: 1 May 2025

Observation: I am curious about any charges I may be liable for in relation to any works that may need to be done. I an disabled and on benefits including PIP. I cannot afford any charges that may occur. What happens in this situation???

Reply: We have had a few questions from tenants about charging for repairs or charging tenants £250. We are sorry that this has caused concern to tenants. The consultation letter is to all residents. So that includes tenants, leaseholders and shared owners. The £250 is information for leaseholders which is a trigger threshold for consultation on specific works that impacts them. It is not for tenants.
Charges to tenants will only be made in accordance with tenancy agreements. So routine repairs will continue as normal. If you pay a service charge because you live in a block, that continues. 

The Proposal is to appoint a Contractor, not to change our tenants rent or tenancy agreement. 

Reference: 4 | Received: 1 May 2025 | Responded: 1 May 2025

Observation: So, after paying hefty council tax,  and a suitable rent. You are now expecting tenants to pay for repairs to properties..? Yes...? These properties are old and in need of constant repairs.... Because of the lack of past upkeep... So therefore I believe that this proposal is an absolute disgrace. I am not at all happy with this proposal. Maybe if all the repairs are done before the said proposal....it would not seem like such a kick in the teeth. These roofs leak, the guttering is constantly leaking, the porch is constantly mouldy....I could go on. So no, I do NOT agree with the said proposal.   

Reply: We have had a few questions from tenants about charging for repairs or charging tenants £250. We are sorry that this has caused concern to tenants. The consultation letter is to all residents. So that includes tenants, leaseholders and shared owners. The £250 is information for leaseholders which is a trigger threshold for consultation on specific works that impacts them. It is not for tenants.
Charges to tenants will only be made in accordance with tenancy agreements. So routine repairs will continue as normal. If you pay a service charge because you live in a block, that continues. 

The Proposal is to appoint a Contractor, not to change our tenants rent or tenancy agreement. 

Reference: 5 | Received: 1 May 2025 | Responded: 1 May 2025

Observation: Does this mean the cost of repairs will be charged separately from rent charges? Our contract included repairs and maintenance. I am assuming that has now been changed. Will tenants be expected to pay for repairs to every property spread across all tenants or just our own repairs. I don’t see why we should pay for repairs when other people wreck their homes. I don’t mind paying for my own repairs when needed. You snuck in the service charges which I don’t agree with as we have no services living in a terraced house with no communal areas. I knew then that it was an underhand way of putting charges up without affecting the rent levels which are capped by the govt. If we are paying separate charges for repairs then why not let people chose their own contractor to complete these as needed? 

Reply: We have had a few questions from tenants about charging for repairs or charging tenants £250. We are sorry that this has caused concern to tenants. The consultation letter is to all residents. So that includes tenants, leaseholders and shared owners. The £250 is information for leaseholders which is a trigger threshold for consultation on specific works that impacts them. It is not for tenants.
Charges to tenants will only be made in accordance with tenancy agreements. So routine repairs will continue as normal. If you pay a service charge because you live in a block, that continues. 

The Proposal is to appoint a Contractor, not to change our tenants rent or tenancy agreement. 

Reference: 6  | Received: 1 May 2025 | Responded: 1 May 2025

Observation: Will tenants be paying for these works through rent or will there be an extra cost to them ? As someone who is disabled this is very concerning. 

Reply: We have had a few questions from tenants about charging for repairs or charging tenants £250. We are sorry that this has caused concern to tenants. The consultation letter is to all residents. So that includes tenants, leaseholders and shared owners. The £250 is information for leaseholders which is a trigger threshold for consultation on specific works that impacts them. It is not for tenants.
Charges to tenants will only be made in accordance with tenancy agreements. So routine repairs will continue as normal. If you pay a service charge because you live in a block, that continues. 

The Proposal is to appoint a Contractor, not to change our tenants rent or tenancy agreement. 

Reference: 7 | Received: 1 May 2025 | Responded: 1 May 2025

Observation: Repairs matters most by quality of work or Repairs.  Communication are done between workman and tenant. Efficiency of completion.  

Reply: Thank you for your comment.

Reference: 8 | Received: 1 May 2025 | Responded: 9 May 2025

Observation: I have lived here for over 35 years, despite calling Mears regularly have never had a new kitchen bathroom or downstairs toilet even though I am disabled and all of these are not fit for purpose

Reply: Thank you for your comment. This consultation is about the new contract. If you have a query about support to use your home please get in touch with your housing officer who can help. Email: neighbourhood.services@milton-keynes.gov.uk.

Reference: 9 | Received: 1 May 2025 | Responded: 9 May 2025

Observation: On page 3 of this communication you sent out and the sixth paragraph, beginning, ‘Tenants, leaseholders …’, you mention we will be required to pay a proportion of the cost of carrying out repairs, what exactly does that mean? I thought repairs cost was part of our weekly rent. Also on the same page, you name ‘Mears Limited’ as the appointed supplier and under the heading ‘Any Prior Connection’ you state, ‘No’, surely there is a connection as Mears has been the repairs and maintenance contractor for years.

Reply: Thank you for your comments.

We have had a few questions from tenants about charging for repairs or charging tenants £250. We are sorry that this has caused concern to tenants. The consultation letter is to all residents. So that includes tenants, leaseholders and shared owners. There is no change to tenants rent as part of this.

The legal reference to "any prior connection" in this instance relates to if there is any employee within Milton Keynes City Council who is a director or manager of Mears Limited. Therefore the answer of "no" is correct in this instance.

Reference: 10 | Received: 1 May 2025 | Responded: 9 May 2025

Observation: Does this mean we have to start paying for our repairs on our property?

Reply: Thank you for your comment. We have had a few questions from tenants about charging for repairs or charging tenants £250. We are sorry that this has caused concern to tenants. The consultation letter is to all residents. So that includes tenants, leaseholders and shared owners. There is no change to tenants rent as part of this.

Reference: 11 | Received: 1 May 2025 | Responded: 9 May 2025

Observation: Good services and response to work.

Reply: Thank you for your comment, that is appreciated.

Reference: 12 | Received: 2 May 2025 | Responded: 16 May 2025

Observation: Why are you doing this when Mears have already had the contract renewed , also we already pay towards repairs its called rent and extortionate service charges , these are your properties so your responsibility to pay for all repairs as landlords not pass the bill on to the tenant.

Reply: Thank you for your comments.

We have had a few questions from tenants about charging for repairs or charging tenants £250. We are sorry that this has caused concern to tenants. The consultation letter is to all residents. So that includes tenants, leaseholders and shared owners. There is no change to tenants rent as part of this.

The letter is to advise residents that the successful tenderer was Mears Limited and the Contract can only be awarded following consultation with residents and only if no significant challenge to the process is raised.

Any queries on service charges please contact rentservicechargereview@milton-keynes.gov.uk

Reference: 13 | Received: 2 May 2025 | Responded: 16 May 2025

Observation: When you mention paying charges for repairs to rented council properties, please elaborate in full detail what you are implying. Currently, repairs to council owned rented properties are part of the inclusive rent charges contract with tenants. Are you then attempting to make additional charges for repairs in addition of paid rents?

Reply: Thank you for your comment. We appreciate your feedback.

We have had a few questions from tenants about charging for repairs or charging tenants £250. We are sorry that this has caused concern to tenants. The consultation letter is to all residents. So that includes tenants, leaseholders and shared owners. Tenants rent is not changing because of this.

Reference: 14 | Received: 2 May 2025 | Responded: 16 May 2025

Observation: I welcome the proposed improvements to the new contract. As a person with profound hearing loss, I am particularly happy with the proposed additional ways of reporting maintenance issues. With regard to telephone reporting, I find that some Mears staff are excellent at dealing with my hearing loss, the majority are at least competent, but a few just don't seem to get it, either by not speaking clearly enough or speaking too quietly. It would be a big help if all Mears telephone staff received regular training in dealing with people with hearing loss.

Reply: Thank you for your comment, that is appreciated. The contract requires things to be done in a way that consider tenants needs as that was raised as a priority by tenants during our engagement. We have noted your comment around training too, so thank you for that. 

Reference: 15 | Received: 2 May 2025 | Responded: 9 May 2025

Observation: Mears always do a Great job.

Reply: Thank you for your comment, that is appreciated.

Reference: 16 | Received: 2 May 2025 | Responded: 9 May 2025

Observation: Find better than mears. Mears are cowboys the work they do is not good enough they don’t listen to the tenants and they sit in there vans engine running when they should be working.

Reply: Thank you for your comment. Your feedback has been noted.

Reference: 17 | Received: 2 May 2025 | Responded: 9 May 2025

Observation: The service I have received over the years from Mears has been dreadful. 

Reply: Thank you for your comment. Your feedback has been noted.

Reference: 18 | Received: 2 May 2025 | Responded: 9 May 2025

Observation: How come you want to charge tenants for £250 or more? It's landlords responsibility to cover cost of repairs not tenants. Also Mears are the worst maintenance company. Why can't you appoint new contract. Thanks 

Reply: Thank you for your comments. We have had a few questions from tenants about charging for repairs or charging tenants £250. We are sorry that this has caused concern to tenants. The consultation letter is to all residents. So that includes tenants, leaseholders and shared owners. Tenants rent will not change because of this.

We have carried out a robust procurement process where the best scoring was secured by Mears Limited.

Reference: 19 | Received: 2 May 2025 | Responded: 16 May 2025

Observation: When will this all start? 

Reply: We have to consult with residents first. The consultation ends on 30th May so keep an eye on www.milton-keynes.gov.uk/housing/housing-consultations/repairs-and-maintenance-consultation/repairs-and-maintenances for updates. 

Reference: 20 | Received: 2 May 2025 | Responded: 16 May 2025

Observation: Why would we need to pay a service charge when all repairs and maintenance costs are already paid by ourselves and none are carried out by the council? We have always been responsible for them since ownership of the property.

Reply: The consultation letter is to all residents. So that includes tenants, leaseholders and shared owners. The terms of your agreement will remain the same. The £250 referenced applies to leaseholders. We apologise for the confusion raised by the letter.

Reference: 21 | Received: 2 May 2025 | Responded: 16 May 2025

Observation: The service charges has gone triple for [REDACTED] and tge work hasn't be done at all even building cavity wall is showing little cracks .the building might become subsidence in [REDACTED] the service charge should maximum 250 pounds a year for ever house hold the management of mears are damaging properties purposely some of individuals are making money.

Reply: Thank you for your comment. The service charge is calculated in accordance with your agreement and based on the works carried out to your property, block or estate and charged accordingly. If you have any queries on service charges please email rentservicechargereview@milton-keynes.gov.uk 

Reference: 22 | Received: 2 May 2025 | Responded: 16 May 2025

Observation: Whilst I understand the council’s decision that tenants should have to pay towards any repairs or renewals, I am concerned as my husband and I are now in our 60’s. Our windows aren’t great as they are draughty, we were going to enquire if we’re eligible for new windows as they have previously been repaired but the repair doesn’t last long. Due to our age and me being wheelchair bound and claiming PIP there is no way we could afford to pay towards replacements so what would we have to do?

Reply: We have had a few questions from tenants about charging for repairs or charging tenants £250. We are sorry that this has caused concern to tenants. The consultation letter is to all residents. So that includes tenants, leaseholders and shared owners. There is no change to tenants rents because of this. Let us know if you have any more queries.

Reference: 23 | Received: 2 May 2025 | Responded: 9 May 2025

Observation: I see from your letter that the companies main address is in Gloucester. Will this make any difficulties getting in touch with them to book any repairs. 

Reply: The address referenced is the company's registered address. The contract requires the contractor to have a local base in Milton Keynes. There is also a lot of requirements around local employment and suppliers too. 

Reference: 24 | Received: 2 May 2025 | Responded: 9 May 2025

Observation: As an owner of leasehold flat will I be allowed to search and use contractors for all repairs within my property do give me an opportunity to search for most cost effective quotes? 

Reply: Thank you for getting in touch. The terms of your lease will continue so there is no change there. Along with any arrangements for repairs or renewals and consultations.

Reference: 25 | Received: 2 May 2025 | Responded: 9 May 2025

Observation: 

*Quality of repairs
*Good communication
*proper time management

Reply: Thank you for your comments. Let us know if you have any questions.

Reference: 26 | Received: 2 May 2025 | Responded: 9 May 2025

Observation: Do any of the proposals in letter reference [REDACTED] apply to shared ownership properties? I've never had any repairs or maintenance carried out by the council at my property and wonder if there is anything that I am entitled to pay "my due proportion of the cost of carrying out repairs" instead being responsible for all maintenance and repairs. 

Reply: The consultation letter is to all residents. So that includes tenants, leaseholders and shared owners. The terms of your agreement will remain the same. The £250 referenced applies to leaseholders.

Shared owners remain responsible for their repairs and maintenance as per their agreements. We are sorry for any confusion caused.

Reference: 27 | Received: 2 May 2025 | Responded: 9 May 2025

Observation: Don’t have any thing to say am okey with any good thing that the council will offed or provide, if only it’s good for us the tenants 

Reply: Thank you for your comment, we appreciate it.

Reference: 29 | Received: 3 May 2025 | Responded: 9 May 2025

Observation: What will be next repair in my building?

Reply: The consultation is for the repairs and maintenance contract. For any repair queries please use the normal contact details. It continues as per the terms of your lease.

Reference: 31 | Received: 3 May 2025 | Responded: 9 May 2025

Observation: I don’t mind.

Reply: Thank you for your comment, appreciated.

Reference: 32 | Received: 3 May 2025 | Responded: 16 May 2025

Observation: Would like for emergency work to be completed as emergency work. Also when a problem arise and it is sorted it should be decorated as this is not done and put extra financial burden on occupants. a good and pleasant home cheers people up and uplift their mood especially if life is not treating you fairly. Some workers should treat people with respect. I do not know whom to contact regarding the ongoing work been done on our properties but I have a number of questions I wanted clarification and answers on as I have been told different things from different people. Works done at any point in time should be put back in its original form. Faults should be communicated among workers. a job will be raised and different workers will be sent over and things suggested will be ignored and different things done and you are continually calling for things to be done efficiently.

Reply: Thank you for your comments, we appreciate you getting in touch. How work is done is really important and we are very aware that all our work is funded by rent from tenants or other charges, like service charges, so we have to make sure we are doing what is needed. We have passed your query about ongoing work to the council maintenance team so they will be in touch shortly.

Reference: 33 | Received: 3 May 2025 | Responded: 16 May 2025

Observation: You must employ the best idiots and decision makers in Milton Keynes. Mears have been taking you MKCC to the cleaners, overcharging and poor workmanship. Power, Corruption and lies. I would not let them near my home!

Reply: Thank you for your feedback, this has been noted. 

Reference: 34 | Received: 3 May 2025 | Responded: 9 May 2025

Observation: These letters about additional charges are causing me real anxiety. As a detached shared ownership house surrounded by privately owned houses with no communal areas or shared areas, I am fully responsible for any and all repairs / maintenance to my home, garden and any other areas within my boundary. Please confirm I will not be responsible for any additional chargers. Without sounding rude I don't want to contribute to anyone else's maintenance fees or repairs, anymore than I want to contribute to their Netflix subscription. I would really appreciate individual clarification on this. Thank you.

Reply: Thank you for getting in touch. We are sorry that we have upset you. We apologise for that. The consultation letter is to all residents. So that includes tenants, leaseholders and shared owners. The terms of your agreement will remain the same. The £250 referenced applies to leaseholders.

Shared owners remain responsible for their repairs and maintenance as per their agreements so this does not change. We apologise for any concern caused by the wording in the letter.

Reference: 36 | Received: 3 May 2025 | Responded: 9 May 2025

Observation: Disrepair.

Reply: Thank you for getting in touch, we are not sure what you mean, so please provide us with more details.

Reference: 37 | Received: 4 May 2025 | Responded: 16 May 2025

Observation: Rats in the wall of the property causing fear and panic to me and my children, allergies sleepless night and danger how is it resolved?

Reply: Thanks for getting in touch. Please raise this as normal repair request so that our contractor can make an appointment to take a look.

Reference: 38 | Received: 4 May 2025 | Responded: 9 May 2025

Observation: Very disappointed MKCC have reissued the contract to Mears again. (We are currently in dispute with a major works bill inflated partly by the ineptness of Mears). Why do MKCC continue to outsource work to third parties who then themselves outsource to local contractors. E.g./fitting of fire doors recently. Just layer after layer of inflated work / costs passed on to the leaseholder / taxpayer. Perhaps it's time to get back to work/ in the office so work can be coordinated and run by MKCC. Stop the daylight/corporate robbery. 

Mears pretax profits last year rose 37% to £64.1million!

Please, please please stop /reconsider this. Invest in local staff to run this. It can be done.

Reply: Thank you for getting in touch. We have consulted on the previous stages with residents about how we deliver the works and services. This consultation is about the outcome of the procurement. The contract includes performance and commercial monitoring. 


Stages of consultation

The largest and most complex part of this consultation is the creation of a new Housing Responsive Repairs and Maintenance Service. This is the core landlord function to repair and maintain your home to the required standard.

Stage 1 - Send notice of intention to residents (letter sent on 16 Oct)

Stage 2 - Consider observations received from residents

Stage 3 - Draft relevant documents and obtain estimates

Stage 4 - Evaluate options, notify stakeholders including Notice of Proposal consultation with resident, and consider observations

Stage 5 - Enter into contract, send award of contract notice

The new Repairs and Maintenance Works and Services contract will include:

  • The work needed in properties when tenancies end (called voids)
  • Replacing windows, doors (non-fire doors), bathrooms and kitchens
  • Replacing heating systems (communal and individual)
  • Aids and adaptions that help tenants stay in their homes
  • Repairs to homes and communal areas (internal and external) including fencing renewals and repairs
  • Electrical checks and upgrades
  • Safety checks and servicing of gas boilers
  • Upgrades in communal areas such as door entry systems, stairs. lighting etc
  • Repairs & maintenance contact centre

Previous observations and replies

Key themes in your observations

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.

Frequently asked questions



 

Questions about ensuring quality in the new contract

How will MKCC ensure the quality, accountability, and performance of the new contractors and their work, and that the repairs done by them meet the standards and expectations of the tenants? We believe by using the right contract type, the financial model and by building a bigger core MKCC team we can hold the contractor accountable and drive them to delivery to the required standards under the contract.
What actions will be taken to address the tenants’ concerns, ensure timely and quality repairs for various issues, and improve the performance of contractors? The contractor will be looking after the contact centre. But we will be developing more robust processes to improve management of repairs. In addition to this, we will be increasing the management of the contract to drive improvement in quality of 

repairs.

 
How will the Council ensure that contractors deliver satisfactory and professional services for specific needs like the tenants’ bathroom replacement, and respond to the tenants’ requests promptly and  professionally? We believe we can do this by using the negotiation options within the procurement period whereby we can delve into understanding how the contractor will do this. Post contract award, we will improve contract management and work with the contractor so that the right professional carries out the right work.
How can the tenant submit their recommendations and feedback for the repairs and what is the process and timeline for various repairs? We will be looking to develop this as part of the procurement of the new contractor and will include this in their Key Performance Indicators. Any feedback from tenants is welcome to  develop this.
What are the reasons and evidence for the poor performance of contractors in providing repairs services and how can they improve their standards? We will be including criteria in the new contract and poor performance will be managed under the new contract terms. Further feedback from residents is welcome on what standards could be included and recommendations for improvements.
How can MKCC implement the recommendations of having shorter contracts, more frequent and balanced performance evaluation, and ensure the quality and accountability of the works done by contractors? Shorter term contracts are not appropriate for this type of contract but we will be changing how we manage and evaluate performance. This means our client oversight increases, which will need more MKCC staff. The new specifications and contract management process will hold the contractor accountable for delivering a quality service.

 

Questions about speed of service

How does the Council determine the priority and eligibility of the tenants for certain services and what is the estimated waiting time? Our repairs are either a routine repair or an emergency repair. We do take into account tenant vulnerabilities or other circumstances when that is the right thing to do. For planned work like kitchens, this is done on a programme according to age of kitchen, for example.
What are the factors and reasons that cause the delay and difficulty in getting repairs done for people with disabilities and how can they be addressed and improved? We are looking to improve the quality of service for all our tenants and leaseholders and feel by changing the contract the way we are recommending will help us do this.

 

Other questions

How does the Council justify its policy of excluding repairs service for tenant upgraded rooms and what are the implications and consequences of this policy for the tenants and the Council? We think this question is about  where tenants do work in their properties. We have a process, shared in the tenant handbook, on how you can request to do work in your home. This goes through a review process to be agreed or declined by us. Where works has been done by tenants and it needs repair, we repair to MKCC standard. This is how we ensure things are safe and that we can manage to budget. We cannot hold lots and lots of shower head types or tiles for example. This would be at significant cost and complexity when we already have thousands of repair requests each month.
How can MKCC determine the priorities for the bigger bits of works, the funding opportunities for the tenants, and justify its funding strategy  for repairs and maintenance contracts? When determining the priorities, we take into account regulatory requirements and the condition of  homes and communal spaces. Funding comes from tenants rent, unless we have secured any grant funding.
What steps can be taken to transition from the existing contractor to employing repair staff directly, what would be the impact of this transition? We have reviewed the options on how best to deliver the repairs & maintenance service. The risks and costs associated with moving to a direct delivery service currently outweigh the benefits of a partly outsourced model.
What plans are there to upgrade void properties to meet current standards? We have a void standard and process in place. We currently are doing a lot more work in voids than we would like. Partly linked to the condition the properties come back in, partly linked to things left behind by the ex-tenants.

 

 

All your observations and our replies

Stage 2 observations 

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