78.4%
82.9%
Our overall satisfaction
Last update: June 2025
Overall, residents express dissatisfaction with Fairhive's handling of maintenance and communication, feeling that their concerns are not taken seriously. Many respondents are satisfied with Fairhive's prompt and professional service, especially for urgent repairs. However, some mention communication issues and delays with standard repairs and ongoing works.
78.7%
86.1%
Satisfaction with repairs
June 2025
Strong performance across the repairs theme, largely seeing an improvement compared to last year. To strengthen our performance in completing repairs within the target timescale, a number of key operational improvements have been implemented. The planning team now run the late jobs report daily, allowing for earlier intervention and better oversight of any jobs at risk of breaching timescales. In addition, we now have access to our external contractor’s scheduling system, enabling us to close jobs in line with the completion dates recorded on their system. This functionality has only recently been introduced, and we expect to see its full benefits reflected in performance over the course of the next financial year. We have also made changes to our emergency follow-on process. Operatives no longer follow on from emergency jobs, ensuring these are reviewed and actioned as they should be. Planners now contact contractors within 24 hours of an emergency being raised to confirm whether the work has been completed. Where this cannot be confirmed through the contractor's system, the planners proactively follow up to ensure timely closure of the job.
78.4%
82.9%
Our overall satisfaction
Last update: June 2025
Overall, residents express dissatisfaction with Fairhive's handling of maintenance and communication, feeling that their concerns are not taken seriously. Many respondents are satisfied with Fairhive's prompt and professional service, especially for urgent repairs. However, some mention communication issues and delays with standard repairs and ongoing works.
78.7%
86.1%
Satisfaction with repairs
June 2025
Strong performance across the repairs theme, largely seeing an improvement compared to last year. To strengthen our performance in completing repairs within the target timescale, a number of key operational improvements have been implemented. The planning team now run the late jobs report daily, allowing for earlier intervention and better oversight of any jobs at risk of breaching timescales. In addition, we now have access to our external contractor’s scheduling system, enabling us to close jobs in line with the completion dates recorded on their system. This functionality has only recently been introduced, and we expect to see its full benefits reflected in performance over the course of the next financial year. We have also made changes to our emergency follow-on process. Operatives no longer follow on from emergency jobs, ensuring these are reviewed and actioned as they should be. Planners now contact contractors within 24 hours of an emergency being raised to confirm whether the work has been completed. Where this cannot be confirmed through the contractor's system, the planners proactively follow up to ensure timely closure of the job.
78.7%
86.1%
Satisfaction with repairs
June 2025
Strong performance across the repairs theme, largely seeing an improvement compared to last year. To strengthen our performance in completing repairs within the target timescale, a number of key operational improvements have been implemented. The planning team now run the late jobs report daily, allowing for earlier intervention and better oversight of any jobs at risk of breaching timescales. In addition, we now have access to our external contractor’s scheduling system, enabling us to close jobs in line with the completion dates recorded on their system. This functionality has only recently been introduced, and we expect to see its full benefits reflected in performance over the course of the next financial year. We have also made changes to our emergency follow-on process. Operatives no longer follow on from emergency jobs, ensuring these are reviewed and actioned as they should be. Planners now contact contractors within 24 hours of an emergency being raised to confirm whether the work has been completed. Where this cannot be confirmed through the contractor's system, the planners proactively follow up to ensure timely closure of the job.
78.4%
82.9%
Our overall satisfaction
Last update: June 2025
Overall, residents express dissatisfaction with Fairhive's handling of maintenance and communication, feeling that their concerns are not taken seriously. Many respondents are satisfied with Fairhive's prompt and professional service, especially for urgent repairs. However, some mention communication issues and delays with standard repairs and ongoing works.