We know contracts with our repairs partners haven’t always delivered repairs well and fast for you. Our existing repairs contract is coming to an end early in 2026, so we now have a great opportunity for change.
After listening to your views concerning how we manage repairs, our executive board has agreed a new model for reactive repairs.
Work has begun to reprocure our main (tier 1) contracts. Having a larger number of tier 1 partners covering our London regions will allow us to drive healthy competition between them, moving repairs between contractors and across regions where necessary.
We will also introduce a small in-house team of multi-skilled operatives directly employed by us. Potentially based in areas with a dense population of Notting Hill Genesis homes.
We recently wrote to you to ask your views on what needs to be different about our repairs service and heard back from over 1,500 of you. Over 800 respondents placed our contractors completing a repair on the first visit in their top three priorities. Respondents also prioritised the contractor attending on time, and how they communicate with you.
Though some people shared positive experiences, many of you shared how difficult you find it when a contractor doesn’t attend, and how poor communication can affect the entire experience. We are following up with individuals where residents have raised specific concerns.
These views will help shape our key performance indicators, the measures we use to judge contractor performance.
You are our most important customers, and we still need your input into our new repairs service. We are running a series of workshops around London in late October and early November to get your feedback. Please let us know which event you'd like to attend by filling in the form below.
| Venue | Address | Borough | Date and time |
| St Augustines | 55 Fulham Palace Road, London, W6 8AU | Hammersmith and Fulham | Tuesday 15 October 4.30 - 7pm |
| St Barnabas | 913 High Road, London, N12 8QJ | Barnet | Tuesday 22 October 4.30 - 7pm |
| St John's Hyde Park | Hyde Park Crescent, Tyburnia, London, W2 2QD | Westminster | Monday 28 October 4.30 - 7pm |
| Online webinar | Join by clicking here | Monday 4 November 6 - 7pm | |
| East Ham Library | 328 Barking Rd, London, E6 2RT | Newham | Thursday 7 November 4.30 - 7pm |
| St Martin's Community Centre | Abbots Park, London, SW2 3QB | Lambeth | Tuesday 12 November 4.30 - 7pm |
DIY Repairs Workshop
Join us on 22 October 2024 for a DIY Repairs Workshop at Bolney Meadow Community Centre.
You'll have the opportunity to get hands on and carry out repairs with the support of Notting Hill Genesis and Wates staff members. Have fun and gain knowledge of how to carry out minor repairs around the home.
We'll be offering three back-to-back sessions with space for 20 people to attend each one.
In addition to the hands-on 50 minute session you can meet staff members from different departments to talk about your repair related questions. Light refreshments will be provided.
