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Engagement issuesBack to 2025 agenda

Improving the resident experience of repairs and major works

Thursday, 15 May 2025 11:15 - 12:00Bishopsgate
Speakers
Hannah   Absalom Hannah AbsalomSocial housing researcherUniversity of Birmingham
Rositsa   Kormeva Rositsa KormevaDivision managerAxis Europe
Melanie   Garnett Melanie GarnettResidentThe Guinness Partnership
Jenny   Spoor Jenny SpoorDirector of OperationsHavebury Housing Partnership

A key finding from the Regulator’s National Tenant Survey is that tenants who are happy with their landlord’s repairs service are more likely to be satisfied with their landlord overall.

 

In this session, you will hear recommendations from new research on the emotional impact of repairs and other home visits on tenants. How can landlords and contractors take proactive steps to improve the resident experience and therefore satisfaction? 

 

Agenda:

  • How to improve communication and relationships between residents, contractors and landlords
  • Creating a culture where the lived experience of tenants and the knowledge of their homes is equal to the technical knowledge of housing and repairs staff
  • Capturing quality data from contractor visits to improve insight and drive improvements

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