Update on our repairs service

Date: 15/12/2021

Due to high levels of staff and contractor sickness, our Customer Service team are only able to deal with emergency enquiries at the moment.

How do I report a repair?

If you have an emergency and need to get in touch with us, please email hello@staffshousing.org.uk and a member of the team will get back to you.

Please only call us if you have an emergency and don’t have access to email.


What is an emergency repair?

An emergency is a situation that may be classified as a repair which compromises the health, safety or security of the resident or the public, or may lead to further damage to property, e.g. flooding caused by a burst pipe. 

Find out what typical emergency works are


Why is this happening?

We understand that our repairs service isn’t meeting your needs or our usual standards and that repairs are taking longer to complete than normal. There have been several factors that have meant that our new responsive repairs service hasn’t had the best start.

Unfortunately, during the last couple of months we've had an increase in winter-related repairs, ICT issues as well as a shortage of staff and materials. So, like many other housing providers across the country, we’re struggling to repair our customer’s properties in our usual target times.

Our Customer Service team took 4,449 calls in November compared to 2,890 in the same month last year, with 80% of all calls related to repairs.

We’re working hard to improve the situation and will keep you up-to-date with any changes on our website and thank you for your patience.

For 2022 we’re looking at new ways for you to report repairs. We will also be asking customers to suggest ideas and improvements through a customer panel. If you would like to get involved or find out more, email involve@honeycombgroup.org.uk



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