The service is aligned to Brent Council’s vision for a truly customer-focused service, with text confirmations, reminders, and real-time updates sent to tenants to minimise missed visits.
Operatives will prioritise first-time fix completion, with repairs resolved on the initial visit wherever possible. Data will be at the centre of effective service delivery capturing everything from repairs completed through to customer satisfaction. This complete view will allow for continuous monitoring and improvement.
The contract scope reflects regulatory requirements including the upcoming introduction of Awaab’s Law, with damp and mould treated as a Category 1 Hazard.
Peter Baldwin, Chief Operating Officer at Mears Group, said:
"We are delighted to be working in partnership with Brent Council to deliver this important service. Responsive repairs are about more than fixing issues quickly – they are about ensuring residents feel safe, respected, and listened to in their homes. Our team is committed to providing high-quality, reliable services and to working closely with the Council to achieve strong customer satisfaction and value for money."
Councillor Fleur Donnelly-Jackson, Cabinet Member for Housing, said:
"We are committed to providing better homes, faster responses and a landlord service that truly listens to tenants and leaseholders. Our new partnership with Mears Group will improve the speed and quality of repairs and ensure our residents’ homes are safe, well-maintained and cared for."
