During 2024–2025, NPH reviewed feedback about repairs not being completed on the first visit. Tenants told us that missing parts were causing delays and repeat appointments. The aim was to improve first-time fix rates and reduce disruption for residents.

How we listened:

We gathered feedback through complaints, service feedback and conversations with tenants. Residents told us that operatives often needed to return because the right parts were not available at the time of the visit.

What we will be doing:

We introduced local pop-up stores for repairs. These are stocked with essential and commonly used materials so operatives can collect parts locally and complete more repairs on the first visit.

• Repairs were not always completed on the first visit
• Operatives did not always have the right parts
• Missing materials caused delays and repeat appointments
• Follow-up visits were inconvenient
• Repairs needed to be completed more efficiently

• Introduced local pop-up stores for repairs
• Stocked stores with essential and commonly used parts
• Set up locations in the east and west districts
• Enabled operatives to collect parts on the same day
• Increased the number of repairs completed on the first visit