The consultation on proposed changes to our repairs service has now closed. Thank you to everyone who took part by completing the survey or attending resident focus groups.
The feedback we received has helped us shape how we will move forward. The changes outlined below are intended to meet new regulatory requirements, improve efficiency and allow more money to be reinvested into maintaining and improving our homes.
Full details can be found in the policy documents listed at the bottom of this block.
Out of hours emergency repairs only
What residents told us
Residents agreed that out‑of‑hours repairs should be limited to emergencies only. Feedback highlighted the need for:
- clearer definitions of what counts as an emergency
- standard working hours of 8:30am–5pm, Monday to Friday
- flexibility where residents have additional needs
What we’ve learned
- around three‑quarters of out‑of‑hours call‑outs are for non‑emergency repairs
- out‑of‑hours working is more expensive and reduces capacity during normal hours
- carrying out standard repairs during normal working hours is more cost‑effective
What will change
- out‑of‑hours attendance will be limited to emergency repairs only, including evenings, weekends and bank holidays
- where a repair cannot be fully completed out of hours, we will make the situation safe and arrange follow‑up work during normal working hours
Examples of emergency repairs include:
- a leak that cannot be contained
- no heating or hot water during winter
- unsafe electrics
- structural safety issues
This will achieve
- more capacity during normal working hours
- reduced reliance on subcontractors
- estimated savings of £250,000 per year, which will be reinvested into safety and improvement works such as fire safety, damp and mould removal, and energy efficiency
We will continue to take a flexible approach for tenants with additional needs.
Repair categories and timescales
What residents told us
Residents said that:
- keeping appointments is more important than how quickly they are offered
- waiting longer for non‑urgent repairs is reasonable
- clear information about timescales would improve the experience
What we’ve learned
- many initial appointments are booked within 24 hours, regardless of urgency
- this can lead to missed or rescheduled appointments
- regulations require us to clearly set and communicate repair timescales
What will change
Repairs will be managed using the following categories:
- emergency repairs – completed within 24 hours
- urgent repairs – completed within 3 days
- routine repairs – completed within 28 days
- planned repairs – inspected within 28 days, with completion dates confirmed later
What this will achieve
- fewer missed appointments
- more reliable arrival times
- clearer expectations for residents
- estimated savings of £500,000 per year, reinvested into improving homes
We will continue to take a flexible approach for tenants with additional needs.
Portsmouth Homes and tenant repair responsibilities
What residents told us
Residents recognised the need to prioritise essential and safety‑related works and supported clearer guidance on tenant responsibilities. Feedback also highlighted that some residents may need additional support.
What we’ve learned
- responsibilities are not always clearly defined
- we sometimes complete repairs that are not legally our responsibility or to a higher standard than required
What will change
We will introduce a clearer repairs policy setting out responsibilities and standards, including:
- no longer repairing or replacing toilet seats
- chain‑link fencing as standard when replacing rear fences
- surface‑mounted conduit for new electrical wiring
- no longer replacing front gates
- minimal redecoration after repairs
What this will achieve
- clearer understanding of responsibilities for residents and staff
- more consistent repair standards
- estimated savings of £750,000 per year, which could be reinvested into major improvement works
We will continue to take a flexible approach for tenants with additional needs.
Management of voids (empty properties)
What residents told us
Residents agreed that:
- properties should be left clean and clear when tenants move out
- the proposed standards for empty homes were appropriate
What we’ve learned
- we sometimes carry out work that should be the outgoing tenant’s responsibility
What will change
A new void management policy will clearly set out:
- moving‑in standards, including safety checks, certificates and information for new tenants
- moving‑out standards, showing how properties should be returned
What this will achieve
- clearer expectations for tenants
- faster turnaround of empty homes
- reduced repair costs and increased rental income
- estimated savings of £500,000 per year, reinvested into improving homes
We will continue to take a flexible approach for tenants with additional needs.
Documents
