New joint venture repairs and maintenance contract set to improve the quality of our services

We have appointed Mears Group as our new repairs and maintenance contractor, as part of the joint venture with Pyramid Plus.
Repairs contract
We're changing the way we handle repairs
The contract will see Mears take responsibility for responsive repairs work across our portfolio of 20,000-homes across London, as of 1 October.

Alongside the new contract, we are introducing a number of changes to improve the quality and speed of our repairs services for customers.

This includes improvements to how repairs are diagnosed and categorised at the first point of contact with customers, new timescales for completing works and clearer communication with customers.

Michael Reece, A2Dominion’s Chief Property Officer, said: “We’re pleased to have appointed Mears Group, which shares our values of putting customers at the heart of everything we do.

“This partnership is an important building block to deliver the repairs improvement plan we have within our new corporate strategy.

“Together, we’ll be making changes to how we deliver repairs to deliver a faster service for our customers, with more repairs fixed first time and clearer information along the way.”

Lucas Critchley, Mears Chief Operating Officer, said: “Mears Group is delighted that A2Dominion has chosen us as their trusted partner for responsive housing repairs and planned works. The joint venture arrangement means that we’ll be able to work closely together to not only deliver cost-effective service excellence, but also improved outcomes for A2Dominion’s customers and their employees.”

As part of Mears’ aim to become the most socially responsible business in the housing sector by 2025, Mears has also committed to delivering social value investment in the communities which we serve through apprenticeships, work placements and offering 600 volunteering days per annum.

More about the changes

Previously our urgent repairs were completed within 24 hours and there was no time limit set for the completion of standard repairs.

The changes being introduced will mean that emergency repairs are completed within 4 hours, urgent repairs within 24 hours and routine repairs within 20 working days.

Other ‘planned and packaged’ repairs – those which are either more complex, or of a much lower priority - will be undertaken within 90 calendar days.