Horizon commissioned an independent survey to ask its tenants what they thought of its repairs service, and whether they felt their rent provided them with value for money. The results showed a significant increase in satisfaction from the last survey in 2015, with 91% of tenants reporting that they were fairly or very satisfied with the repairs service and 88% stating that they felt their rent was value for money.

After disappointing results in these two areas in its 2015 tenant satisfaction survey, Horizon asked tenants what improvements they wanted to see. An intensive period of consultation with tenants resulted in a new policy for repairs and maintenance, with shorter timescales and a simpler approach to repairs priorities.

Horizon’s own in-house maintenance team and Link Property, partners in our service delivery, immediately put the new policy into practice to provide the flexible and responsive service tenants want.

Horizon managing director, Julia Fitzpatrick, said: “We know how important our repairs service is to our tenants, and we have listened to their feedback and used this to improve and shape our service. We are delighted with these levels of satisfaction, and we want to continue our focus on improvements. Our Residents’ Improvement Group has just completed an inspection of the service, and we will be listening to and taking forward their recommendations.”