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8th June 2026
Procurement & Repairs Update: Improving Our Services for Residents
We are currently working to secure new long-term contracts for repairs, maintenance, cleaning, and grounds services. We know how important these services are to you, and we are taking clear action to improve performance, communication, and reliability
🔧 Our Current Performance
We track our repairs performance closely. While emergency repairs are generally hitting their marks, we know that the overall service has not consistently met your expectations.
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Emergency repairs: ~99% completed within target times.
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Routine repairs: ~93% completed on time (above our target of 90%).
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Missed appointments: Around 1 in 8 appointments are unfortunately not kept.
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Resident satisfaction: Currently sitting around 60%.
We fully recognize these figures need to improve. You’ve told us that delays, unclear communication, and repeat visits are key issues, and we have listened carefully to your feedback.
📈 What Is Already Improving
Through tighter contract management and immediate operational changes, we are already seeing gradual improvements as we prepare for a bigger step change:
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✅ Smoother Scheduling: Improved appointment scheduling is reducing missed visits.
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✅ Tighter Monitoring: Stronger performance tracking with weekly contractor quotation reviews.
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✅ Better Communication: Shifting to more proactive updates for residents.
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✅ First-Time Fixes: First-time fix rates are currently climbing towards ~85%.
🤝 Residents are at the Heart of the New Contracts
To deliver sustained, long-term improvement, Karibu is in the advanced stages of a full procurement process for our new long-term partners.
Residents have been closely involved throughout this entire process. This has included reviewing service details, helping shape how contracts will be managed, contributing to the Key Performance Indicator (KPI) handbook, and taking part in scoring contractor bids.
By involving you in this way, we are ensuring your views are at the heart of our decision-making, giving communities a real say in decisions that affect your homes and surroundings.
What the New Contracts Guarantee:
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Clear Accountability: Strict performance targets paired with financial penalties for poor delivery.
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Proven Track Records: Partnering only with contractors who have a history of high-quality repairs.
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Value for Money: Reinvesting contract savings directly back into your services.
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Customer Focus: A culture centered entirely around customer experience and communication.
🚀 Timeline and Next Steps
We expect to complete the procurement process in the second quarter of the financial year. This will include appointing a new contractor for cleaning and grounds maintenance, as well as our long-term partner for repairs and maintenance.
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New Contractor Start Date: The new repairs contractor is scheduled to begin in October 2026.
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Seamless Transition: Between now and then, we are carefully managing the handover to ensure zero disruption to ongoing repairs, clear tracking of existing jobs, and fully tested IT systems before going live.
🌟 Expected Benefits: Our New Targets
Once the new contracts are live, the service will be more reliable, transparent, and focused on you. We are aiming for a significant lift in service standards:
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🕒 Faster Fixes: Routine repairs completed faster, with a target of 90% on time.
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📅 Reliable Bookings: Missed appointments slashed to less than 5%.
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🔁 Right First Time: First-time fix rates targeted above 90%.
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💬 Real-Time Info: Clearer communication, including live updates on your jobs.
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⭐ Higher Satisfaction: A target to exceed 80% resident satisfaction.
Your feedback is essential and continues to shape our services. We will keep you updated with more information as these improvements progress and we approach the contract launch dates. Thank you for continuing to tell us what matters most.
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