ARR - External works such as doors, windows and roofing
External works such as doors, windows and roofing
2025/26
70%
2024/25: 35%
Repairs completed
2025/26
29,243
2024/25: 29,349
Emergency repairs
2025/26
8,002
2024/25: 8,115
Total spent on repairs
2025/26
£32.896m
2024/25: £31.095m
Investment works
Total spent on investment works
2025/26
£18.123m
2024/25: £18.622m
ARR - Kitchens, bathrooms, boilers and included internal/sustainability works
Kitchens, bathrooms, boilers and included internal/sustainability works
2025/26
30%
2024/25: 65%
Kitchens
2025/26
76
2024/25: 189
Bathrooms
2025/26
83
2024/25: 153
Boilers
2025/26
624
2024/25: 521
Repairs
ARR - Repairs completed first time
Repairs completed first time
2025/26
94%
2024/25: 88.8%
Your feedback on Repairs
Phoebe was excellent especially as I had a lot going on and it was a bit chaotic. There was a food delivery at the same time which blocked Phoebe’s way out and she helped me bring the items in which she didn’t need to do but was extremely helpful.
The operative was clean, quick, polite and everything they would want for someone coming into their home - operative did an amazing job, very happy
John took his shoes off without being asked, was very kind and polite and gave great information on what would happen next
Dear Fairhive team, I would like to extend my sincere thanks for Chris and Brooklyn for attending to the issues with the toilet handle and bath… Your initiative and willingness to go above and beyond are truly valued. Thank you once again for your excellent service
Just so grateful for my house. I’ve had a few issues with my boiler and I can’t fault the service I’ve had and how quickly the problem was resolved… Whenever I have to call Fairhive, the team have always been wonderful. Friendly, helpful and informative. Feel extremely blessed.
Keeping properties in good repair
Performance across the repairs service was strong throughout the year, with resident satisfaction consistently exceeding the upper-quartile benchmark and improving on the previous year.
An upper quartile benchmark means we’re in the top 25% of performers.
Residents were generally satisfied with routine and emergency repairs, mentioning prompt attendance, professional operatives, and courteous service. Operational improvements, such as improved job tracking, better reporting accuracy, contractor management, and increased post-inspections, all contributed to these improvements.
Despite this, a persistent theme across the year was lower satisfaction for non-urgent and more complicated repairs, including long-standing or multi-trade issues. Communication during these cases was the most common cause of dissatisfaction, alongside repeat visits and delays. While First-Time Fix improved over the year, it remains a key development area for us. Overall, the repairs service finished the year in a very strong position, with clear foundations in place for further consistency and reliability.
ARR - Satisfaction with repairs
Satisfaction with repairs
2025/26
88.8%
2024/25: 86.1%
ARR - Homes meeting the Decent Homes Standard
Homes meeting the Decent Homes Standard
2025/26
100%
2024/25: 100%
ARR - Emergency repairs completed within 24 hours
Emergency repairs completed within 24 hours
2025/26
99.4%
2024/25: 98.8%
ARR - Non-emergency repairs completed within 28 days
Non-emergency repairs completed within 28 days
2025/26
88.6%
2024/25: 80.1%
You said
Our involved residents asked for more information on “complex repairs” to be included in this year’s annual report.
We listened
We included major works performance, for the first time, in this report and will continue to include this information.
Whilst we don’t call our repairs “complex”, as some may assume major work as complex, but others may consider it simply a larger job. However, we consider “complex repairs” similar to our major works, things like structural issues, subsidence, collapsed drains, persistent or ongoing damp for example.
Damp major works
2025/26
115
Insulation major works
2025/26
40
Structural major works
2025/26
102
Insurance (fire, flood etc.) major works
2025/26
19
Case study 1 — emergency leak / kitchen upgrade: Following an out of hours emergency call for a leak, an AOBM worked with a tenant whose home also had a long overdue kitchen upgrade and limited floor coverings. The tenant was supported through a temporary hotel decant while the leak and kitchen works were completed, new carpets were provided in the living area, and the AOBM maintained welfare contact and cross-departmental coordination with the Neighbourhood Manager.
Case study 2 — long-standing wet room leak: A tenant reported a leak that had recurred for around two years. Investigation identified issues with earlier work to install a bath into a pre-existing wet room. Fairhive worked with the tenant to fit a new bathroom, resolve the leak and complete the work to a standard that led to positive feedback for the AOBM and contractors involved.
Case study 3 — drainage defects on new-build homes: Fairhive’s in-house technical expertise has been used to investigate drainage defects, including CCTV imaging and technical reporting, so the Development Team can work with developers to resolve defects early and prevent them becoming larger problems.
Maintaining building safety
ARR - Satisfaction that the home is safe
Satisfaction that the home is safe
2025/26
88.0%
2024/25: 85.4%