DeMontfort House Responsive Repairs Improvements
Built in 1984, De Montfort House is a 16-storey building, home to 272 households and includes 568 fire doors, two lifts, protected staircases, communal systems and multiple safety-critical features.
Managing a high-rise building such as De Montfort House requires a significant and ongoing programme of safety, compliance and maintenance activity. Due to its size, height and complexity, the building requires a different operational approach to many of Platform’s other homes and schemes.
To help ensure residents remain safe and the building continues to meet regulatory standards, a wide range of checks, inspections and servicing activities are carried out weekly, monthly, quarterly and annually by specialist teams. These include fire alarm testing, emergency lighting checks, lift servicing, fire door inspections, legionella monitoring, dry riser servicing, asbestos management and gas safety inspections, alongside regular communal inspections, maintenance activity and responsive repairs.
Customer feedback highlighted frustrations with our responsive repairs service, particularly in the context of the wider programme of remedial works and building safety checks taking place across the building.
What you told us
Customers told us that repair times were too long and often frustrating. Some repairs were not completed correctly the first time, leading to repeat visits and further disruption.
Many residents said they felt let down by delays and the need for multiple appointments to resolve the same issue.
What we did
We introduced a bespoke, tailored service for the building by bringing together planned maintenance, voids, and responsive repairs into one coordinated approach.
This means heating engineers, electricians and joiners are now on site every day. Having the right trades available has helped us complete responsive repairs more quickly and get things fixed on the first visit.
Ongoing improvements
We have focused on reducing repair times and limiting the need for repeat visits, helping to minimise disruption in customer’s homes.
Where possible, we aim to complete work in fewer visits and keep customers informed through increased on-site engagement.
We have also introduced a dedicated complex repairs team, providing consistency with the same staff on site. This helps build trust and ensures a more familiar, reliable service.
Looking ahead
Looking ahead, we are developing this approach into a five-year improvement project for the building. Maintaining a consistent workforce will ensure customers continue to see familiar and trusted staff. We will also continue to coordinate planned works alongside responsive repairs, keeping homes running smoothly and reducing disruption wherever possible.
Through these changes, we aim to transform the repair and maintenance experience for our customers. Delivering a faster, more reliable service while building stronger relationships between our repair team and our residents.
Feedback continues to shape our approach, helping us prioritise convenience, quality, and trust in every interaction.
