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11th September 2026
How We're Improving Our Repairs Service
At Karibu Community Homes, we know that a reliable repairs service is one of the most important services we provide. We have listened carefully to the feedback residents have shared with us and are taking steps to improve both the day-to-day repairs experience and the long-term service we offer.
Looking Ahead: A New Repairs Contract
We are currently progressing through the procurement process for a new repairs contract, which is expected to begin in April 2027.
As part of this process, we are now at the tender report stage, where all submissions have been reviewed and assessed. The recommendation is currently being considered by our Board, with oversight from a dedicated Working Group made up of several Board members. The next review meeting is scheduled for 16 September 2026.
Jeffrey Boateng, our new Director of Asset Management & Development, said:
"We want to ensure that our future repairs service delivers the quality, reliability and customer experience that residents expect. The procurement process is an important opportunity for us to secure a contractor that shares our commitment to providing excellent service and value for money."
Improving the Service Today
While work continues on the future contract, we are also focused on improving the repairs service residents receive right now.
We have introduced weekly meetings with our main repairs contractor to discuss residents' experiences, review issues that have been raised and identify practical ways to improve the service.
These meetings help us monitor performance closely, address concerns more quickly and ensure that resident feedback is at the centre of service improvements.
Your Feedback Is Helping Shape Improvements
We are carefully reviewing the feedback residents have provided through our quarterly Tenant Satisfaction Measures (TSM) surveys, particularly the comments relating to repairs and maintenance.
This feedback is helping us better understand the challenges residents face and identify areas where we can improve communication, response times and the overall repairs experience.
By listening to residents and acting on what you tell us, we can make meaningful improvements to the service we provide every day.
Share Your Repairs Experience at the Resident Conference
We are also keen to hear directly from residents at our Annual Resident Conference on Saturday 12 September 2026.
Members of our Repairs Team and contractors will be attending the event, providing residents with an opportunity to discuss their experiences, raise concerns and share ideas for improvement.
We hope these conversations will help us take a more proactive approach to resolving issues and strengthen the working relationship between residents, our repairs team and contractors.
Your experiences, suggestions and feedback are invaluable in helping us deliver the high-quality repairs service that residents deserve.
Working Together
Improving our repairs service is a key priority for Karibu. By reviewing feedback, strengthening contractor performance and planning for a new repairs contract, we are committed to delivering a better experience for residents now and in the future.
We would like to thank all residents who continue to share their views and work with us to improve our services. Together, we can build a repairs service that is more responsive, reliable and resident-focused.
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