Report your repair with Front Door

Your repairs provider is changing on 7 August

In response to your feedback, we’re pleased to announce our repairs service is changing.

Your new repairs provider will be Unitas Maintenance Solutions.

Unitas Maintenance Solutions is part of the Unitas Stoke-on-Trent Group, an experienced company that provides repairs to over 17,500 homes in Stoke-on-Trent.

Unitas is local with large teams of trained tradespeople which means more flexibility, knowledge and skills. Their online, real-time booking system also means more appointment options and a useful appointment reminder SMS service too.

Like Honeycomb Group, Unitas is committed to reinvesting in local services, people and communities. By choosing their sub-brand and local contractor Unitas Maintenance Solutions, we're helping to support employment in our area and make sure money stays within our city.

What happens next?

Unitas Maintenance Solutions staff will start undertaking your repairs from 7 August. From this date, you should start to receive appointment slots or reminders by text. If you're not sure the messages are genuine just give us a call on 01782 744533.

What will a Unitas Maintenance Solutions staff member look like?

We understand that letting someone into your home can be daunting, so here's a photo of what a UMS van and tradesperson should look like.

Staff will also have an ID badge with the UMS logo on (seen on the left) which will confirm who they are. You can call Unitas Maintenance Solutions on 01782 236235 if you'd like to check an ID number.



To help you understand how the change affects you we've answered some FAQs below

Who are Unitas Maintenance Solutions?
Why Unitas Maintenance Solutions?
When will Unitas Maintenance Solutions become my repairs provider?
Will the way I report a repair change?
Will Unitas Maintenance Solutions provide all repairs?
How do you think the change will improve things?
Is Unitas Maintenance Solutions Stoke-on-Trent City Council?
Will the tradesperson team change?

Unitas Maintenance Solutions Ltd (UMS) is part of the Unitas Stoke-on-Trent Group (Unitas). UMS has been established to deliver repairs and maintenance services in a range of properties including homes owned and managed by Registered Providers (Housing Associations).

Unitas Stoke-on-Trent Group, has been delivering repairs and maintenance services for Stoke-on-Trent City Council since 2018 and is well-established in the sector with a proven track record of delivery. UMS will allow them to grow the business within a group structure, extending the same level of service, professionalism and excellence to new customers.

Over the last five years, Unitas has collected a number of accolades, including a ROSPA Silver Award in 2021 for health and safety followed by ROSPA Gold award in 2022 and 2023. Unitas has worked 2.5million hours without a RIDDOR reportable accident and has given back over £1.5million to support local communities, residents and neighbourhoods in the city.

Our service wasn't meeting your expectations. We heard your feedback and collaborated with our customer repair groups to find a new provider. 

Together we decided that Unitas Stoke-on-Trent Group's local knowledge, expertise and 92.5% customer satisfaction rate should resolve the current repairs service issues.

We were also drawn to Unitas Stoke-on-Trent Group's commitment to the local community. During 22-23, they pledged over £1 million across our city through apprenticeships, work experience opportunities, charity donations and wildlife projects. 

Unitas Maintenance Solutions will officially become our repairs contractor on 7 August 2023. 

No, you'll still report your repair to us in the same way by calling, emailing, filling out our online form, or using the Front Door. 

The only change will come once you've been in touch to report a repair. When Unitas Maintenance Solutions have details of the job and have logged it on their system, they will send a text message to confirm your appointment date and time.

It's important you make sure we have your correct contact details to avoid missing appointments. You can check this by giving us a call or viewing your details on the Front Door. 

Once the job is completed you'll be sent a text survey to give your feedback on the service received. 

No. Unitas Maintenance Solutions will provide our responsive and routine repairs only. 

Revival, also part of Honeycomb Group, will support Unitas Maintenance Solutions. Revival's trusted tradesperson team will provide minor repair, maintenance, and safety support. 

You told us that a lack of communication, missed appointments, and tradespeople turning up to jobs without the right materials were among some of the biggest issues you experienced as part of our existing service. 

We looked at our options and found a contractor that we feel can address all of these concerns and provide you with a more flexible service. 

No. They are a separate company although Stoke-on-Trent City Council is a sole shareholder of UMS' parent company Unitas Stoke-on-Trent Group. 

Yes, although a number of team members will be TUPED over to Unitas Maintenance Solutions, you also will see lots of new faces.

Have a question?

Get in touch!
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