Notting Hill Genesis is renewing its repairs contracts to ensure work is delivered quickly and to high standards – and residents will be at the heart of this new model.
With our existing repairs contract coming to an end in early 2026, planning has already begun for how we can provide the best possible service to residents and our executive board has agreed to introduce a new approach.
This will include having a wider range of main contracts, known as tier 1, covering our four London regions – north, central, east and west. This will allow us to drive healthy competition to improve standards, move repairs between contractors in the event of delays or bring contractors in from another region if that speeds up our response.
Each region has around 10,000 homes for which we are responsible for repairs and has roughly 40,000 repairs ordered per year. Each region will have an expected annual spend of £10m and each contractor may be limited to a maximum of two regions.
Beyond that, we will introduce a small in-house team of multi-skilled operatives, who may be based in areas where we have the most homes.
This change comes after 1,500 residents responded to our call for opinions on the repair service, with more than 800 including repairs being completed on the first visit among their top three priorities.
Other priorities we will focus on as part of this process is contractors arriving on time and how they communicate with residents.
Katie Bond, chief operating officer at Notting Hill Genesis, said: “We know how important it is to get our repairs service right and we were committed to putting residents at the heart of our new approach. I want to say a huge thank you to everyone who gave their time and views so we could best understand our residents’ priorities.
"We are excited to start this process and hear from the many contractors we know will be keen to work with us and meet the high standards we will be demanding. Together we will be able to provide better services and greater living standards to tens of thousands of households across London and beyond.”
To further ensure we are creating the best possible repairs model to meet the needs of our residents, we’ve hosted a series of workshops right across London and online where they can give their feedback on our current and future approach.
The invitation to tender is now open and can be viewed on the government portal. Contractors have until Friday 14 February to complete the document.
