New repairs contractor

Thursday, December 01, 2022

From 1 December 2022, our new specialist repairs services will be available for our residents.

News image

We’re pleased to announce that from 1 December 2022, our new dedicated specialist repairs services will be available for our residents. As well as being available during normal working hours (8am to 5pm), there will be an emergency out of hours service from our new contractors using the same contact details, available 365 days a year.

Feedback from our residents on our existing repairs service informed our strategy to engage a dedicated specialist home repairs contractor who could make sure our residents get an improved repairs service. With the help of the Residents Scrutiny Panel, who visited the proposed new contractor as part of the procurement process, we have now found our new repairs contractor - MNM Property Services.

As the members of our Residents Scrutiny Panel found out, the experts at MNM Property Services offer an end-to-end service, from handling residents’ calls directly, ensuring issues are understood to making sure the right repair is booked in. Your appointment will be booked in at the first point of contact, a reminder text message will be sent the day before your appointment and the contractor will phone when they are 30 minutes away.

MNM Property Services is experienced in working with other housing associations and has an excellent record for first-time fixes and customer satisfaction, winning contractor of the year in 2020.

MNM Property Services will join K&T Heating who came on board earlier this year. K&T Heating provide a comprehensive gas and heating systems repair and maintenance service.

From 1 December, experts from both companies will be available on the same numbers during normal working hours and for emergency out of hours work 24/7, 365 days a year. Residents can reach them via both phone, email and our website to book in repairs and get the job done.

Measuring the success of the new service

Making sure everything goes smoothly with these services is important. We will be tracking success by measuring key indicators like how many jobs get fixed first time, the quality of the jobs done and how satisfied residents tell us they are with the repairs booked in.

To keep it simple, we have one point of contact within both organisations who will help us keep an eye on the service. We’ll also be carrying out our own quality checks on jobs to make doubly sure everything is working well for our residents.

Resident feedback will be really important as the service rolls out. If you are a resident and would like to know more about how to get involved with shaping our services find out more here.

If you have any questions or concerns you can contact our housing enquiries team on 0207 424 7370, or email us at

Gas and heating repairs
Home repairs