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WE’VE COMPLETED more than 99% of non-emergency repairs on time as we continue to enhance our maintenance service.

Changes we’ve made to your responsive repairs service are making things easier, smarter and better – thanks to feedback you gave to us.

It’s led to service improvements – and maintenance teams completed 99.4% of all non-emergency repairs reported to us in June 2025 as we live up to our Customer Commitment*.

 

“It’s pleasing to see how changes we’ve made are delivering positive outcomes,” Anthony Brown, Director of Homes at Muir said.

“During June 2025, almost 2,000 repairs were completed, 21% of which were emergency repairs.

“We understand how important the repairs service is for residents and we’re committed to making things easier, smarter and better.”

 

Here’s what we’ve done…

You told us the service needed to improve, and we acted on your feedback by creating a new We’re Muir repairs team for North and Cheshire residents; and announcing Foster Property Maintenance as your new repairs provider in the East.

We also launched a new Repairs Policy and developed new software to help us diagnose repairs more easily.
You’ve even told us the new way of sending pictures of issues via WhatsApp is making things easier, smarter and better for you too.

 

We’re improving in other areas too…

June 2025 also saw us complete 89% of emergency repairs within our 24-hour timescales – and we completed 83% of damp and mould inspections within our ten-day timescales too, as our brand-new dedicated Damp, Mould, Condensation and Disrepair team help to look after your home and care about your safety.

We're also bringing down the number of older open repairs — reducing them by almost 500 since April this year. 

“We’ll continue to work hard,” Anthony said.

“Residents deserve a repairs service they can trust, and recent figures show we’re moving in the right direction.”

 

*Learn more about our Customer Commitment here: Our Customer Commitment | Muir Group Housing Association