Repairs Consultation

A new repairs policy - what matters to you about repairs? 

Last year, Connexus spent just over £3,330,000 carrying out 28,810 repairs. This year, our repairs policy and procedure is due for renewal. Before we make any changes, we want to hear what you think about the repairs service.

To begin, we need to highlight that some things will not change. So we will not ask you about these things:

• As a landlord, if you are a tenant, Connexus must deal with certain repairs – on the structural parts of your home and many of the internal components, like the heating. The bits that make it watertight, secure, warm and dry. The details are in your tenancy agreement.
• Tenants, and this is the same whether you live in public or private rental, are responsible for the everyday upkeep of a home. These are such things as internal decoration; keeping the drains free from blockages; minor wear and tear such as loose door handles & toilet seats; the upkeep of your private garden and of course, any additions you bring to your home such as appliances. The same goes for accidental damage – it will be your responsibility to get damage repaired.
• What Connexus has to do for Leaseholders and Shared owners is different and the details are in your leaseholder/shared owner agreements. Generally, only repairs to communal parts are Connexus’ responsibility – for which you will be paying a service charge.

For more info – see the policy or your tenancy agreement.

Rather than walk you through the policy and ask questions on that, we want to look more broadly at what the service should offer. Therefore we have a few questions around the themes listed here. To tell us your thoughts, click on ‘make a response’ and follow the instructions. The themes are listed along with the questions - click on the theme and answer the question - you can answer as many or as few, as you wish. 

Once we've collected all the responses, we will; 

• Try to find out more around any themes and would love it if you could agree for follow up discussions – but it's your choice. 
• Use complaints, compliments and your responses to the repairs telephone survey from the last 2 years.
• Talk with colleagues involved in our repairs, the people who hear directly from you about what you think of the service. 

You'll be able to see what happened as a result of the feedback (when the consultation is complete) on this portal. There will also be a chance to make any final comments on the new policy before we seek approval from our board in November 2020.

• If you don't want to answer the specific questions, but still want to tell us your thoughts on making the service better, just click on the contact page at the bottom of this website and send us a message.

However you choose to get involved, we're really looking forward to hearing from you and using your feedback to create a service that reflects your needs.