Housing Service: Responsive repair, maintenance and planned works contractor consultation

Overview
Since April 2019, the council and Morgan Sindall Property Services (MSPS) have worked together to provide day‑to‑day responsive repairs, maintenance and planned works services for our residents. During the contract, this has included the following:

  • Managing increased volume of repairs, with repair volumes now reaching around 30,000 per year.
  • The COVID‑related repairs backlog has been significantly reduced, from almost 1,500 outstanding cases to close to zero.
  • For 2024 and 2025, MSPS has generated £4.7 million in annual wellbeing benefits through its social value initiatives. Key contributors include the Apprenticeship Academy, targeted local employment support, community sponsorships, and a range of programmes designed to deliver long-term benefits for residents and the wider community.

Following an inspection by the Regulator of Social Housing in early 2025, the two organisations have been jointly delivering an improvement plan to build on the progress already made. Both the council and MSPS remain committed to providing a safe, reliable, and responsive repairs service.

As the current contract reaches the end of its planned term, the council is preparing to begin the re-tendering process. This follows a wider review of how repair services are commissioned, informed by sector changes, financial pressures and resident feedback.

What does this mean for residents?

  1. Your repair service will continue as normal - MSPS will keep delivering day‑to‑day repairs and maintenance.
  2. There will be no service interruption; please continue to report repairs as usual.
  3. Residents will have opportunities to help shape the future repairs service through upcoming engagement activities.

The council is committed to ensuring residents have safe, well‑maintained homes, while planning the long‑term future of the service and building on the strengths of the current partnership with MSPS.

This consultation is for council tenants, leaseholders, and shared owners to share their views and suggestions on the upcoming re-procurement of the contract. Your feedback will help us shape how these essential services are delivered in the future.

What is the repairs, maintenance and planned works service?
The council’s Housing Service currently delivers Repair and Maintenance services through a long-term contract with Morgan Sindall Property Services (MSPS). This contract covers a wide range of services that help keep your homes and communal areas safe and comfortable, delivering emergency repairs, day-to-day repairs, and planned maintenance work, including:

  • Emergency repairs – examples include leaks/plumbing, structural, trips/falls hazards.
  • Responsive repairs – examples include plumbing, leaks, damp and mould, fire safety, windows, doors, carpentry, decoration.
  • Planned works – examples include kitchen and bathroom replacements, window and door replacements, building fabric works (such as roof repairs, structural works, fire safety works).

Why are we consulting?
The current contract is due to be renewed on 1 April 2027, and we want to understand your experience with the existing service:

  • What has worked well?
  • What could have been better?
  • What would you like us to consider when planning the new contract?

Your feedback will help us improve the delivery of services after the renewal date.

IMPORTANT NOTE: This consultation only applies to the services listed above. Please do not include comments about mechanical and electrical services, as we previously consulted on these from December 2025 to January 2026.

Overview
Since April 2019, the council and Morgan Sindall Property Services (MSPS) have worked together to provide day‑to‑day responsive repairs, maintenance and planned works services for our residents. During the contract, this has included the following:

  • Managing increased volume of repairs, with repair volumes now reaching around 30,000 per year.
  • The COVID‑related repairs backlog has been significantly reduced, from almost 1,500 outstanding cases to close to zero.
  • For 2024 and 2025, MSPS has generated £4.7 million in annual wellbeing benefits through its social value initiatives. Key contributors include the Apprenticeship Academy, targeted local employment support, community sponsorships, and a range of programmes designed to deliver long-term benefits for residents and the wider community.

Following an inspection by the Regulator of Social Housing in early 2025, the two organisations have been jointly delivering an improvement plan to build on the progress already made. Both the council and MSPS remain committed to providing a safe, reliable, and responsive repairs service.

As the current contract reaches the end of its planned term, the council is preparing to begin the re-tendering process. This follows a wider review of how repair services are commissioned, informed by sector changes, financial pressures and resident feedback.

What does this mean for residents?

  1. Your repair service will continue as normal - MSPS will keep delivering day‑to‑day repairs and maintenance.
  2. There will be no service interruption; please continue to report repairs as usual.
  3. Residents will have opportunities to help shape the future repairs service through upcoming engagement activities.

The council is committed to ensuring residents have safe, well‑maintained homes, while planning the long‑term future of the service and building on the strengths of the current partnership with MSPS.

This consultation is for council tenants, leaseholders, and shared owners to share their views and suggestions on the upcoming re-procurement of the contract. Your feedback will help us shape how these essential services are delivered in the future.

What is the repairs, maintenance and planned works service?
The council’s Housing Service currently delivers Repair and Maintenance services through a long-term contract with Morgan Sindall Property Services (MSPS). This contract covers a wide range of services that help keep your homes and communal areas safe and comfortable, delivering emergency repairs, day-to-day repairs, and planned maintenance work, including:

  • Emergency repairs – examples include leaks/plumbing, structural, trips/falls hazards.
  • Responsive repairs – examples include plumbing, leaks, damp and mould, fire safety, windows, doors, carpentry, decoration.
  • Planned works – examples include kitchen and bathroom replacements, window and door replacements, building fabric works (such as roof repairs, structural works, fire safety works).

Why are we consulting?
The current contract is due to be renewed on 1 April 2027, and we want to understand your experience with the existing service:

  • What has worked well?
  • What could have been better?
  • What would you like us to consider when planning the new contract?

Your feedback will help us improve the delivery of services after the renewal date.

IMPORTANT NOTE: This consultation only applies to the services listed above. Please do not include comments about mechanical and electrical services, as we previously consulted on these from December 2025 to January 2026.