Changes to our repairs service provider

From 1 February 2023, MCP property services Ltd have taken over our responsive repairs service from Wates Group to complete the repairs that you report to us. We will be securing a new contractor to deliver our repairs service, but during this time, MCP will be our lead repairs service provider. We will also be using a range of smaller contractors to support us to deliver our repairs service to complete repairs to your home and communal areas.  

We have been working in partnership with MCP for over 10 years on repairs to properties we manage outside of London. We have also worked with them on many projects over the years to reshape our repairs service and will continue to drive through service improvements throughout the extension. We are confident that this new venture will be a positive change for us and you. 

How this change will affect you 

We aim to keep our service running as usual with minimal disruption to you, and we will continue to respond to your repair requests as usual during the change of service provider. As we work through the change, you may experience a slight delay in us attending to your repair.

Currently, we're experiencing a slight delay with routine repairs which are repairs which are unlikely to cause serious health and safety problems or serious damage if they are not fixed straight away. For example, repairs to taps, gutters, doors and windows. We typically aim to complete responsive repairs within one calendar month, but as we work through the change in service provider, this timeframe has been temporarily extended to 42 days. When you raise a repair with us, we will let you know if we are aware of any other delays that will affect us responding to your repair within our response timeframe.   

There may also be instances where we’re not able to offer you an appointment when you raise your repair. If we are not able to book an appointment for you at the time you raise your repair, we will get our contractors to contact you directly to arrange a time that is convenient for you. 

You will also notice that the repairs team visiting your home will be from MCP. They will be wearing MCP uniform and will show ID when coming to your home. If you have any concerns about any contractor visiting your home on our behalf, please get in touch. 

Please note, emergency repairs will not be affected by this change therefore you can continue to contact us if you have an emergency repair to report. To find out more information about our repairs service including how to report a repair and how long your repair will take, visit the repairs section on our website. 

Updated: 11 April 2023