We’re improving our Repairs service

We’re pleased to share that starting this February 2026, we’ve made some important changes to how we manage repairs – all designed to make things quicker, clearer and easier for you.

We shared some details about this in our Winter Magazine, and now we’d like to update you as these changes get started.

Why are we doing this?

We’ve heard from customers that we need to do basic things better – you told us that you need us to…

• give you a clear appointment and timeslot
• turn up when we say we’re going to turn up
• have the tools and parts we need to complete the job first time
• keep you informed and updated throughout the entire repairs process, with easy to access updates like text messages.

What’s New?

📅 Faster, more reliable appointments

We’ve reorganised our teams and created clearer zones across Boston and Grimsby. We now have four key zones, with each of our operatives focusing on one zone. This means that our operatives will spend less time travelling, and more time completing repairs.

How you report repairs to us is staying the same, but we’ve made lots of behind the scenes changes to help improve the way we deliver our repairs to you.

💬 Better communication

You’ll now get text messages when:

• your repair is booked
• a reminder the day before
• and when the operative is on the way

This should help to reduce missed appointments and keep you in the loop when we’re on the way.

Don’t forget to keep your mobile number updated via myLHP, or by contacting our Customer Service Centre, so we can send you text messages!

🚨 More support for emergency repairs

We’ve updated how our out of hours service works so we can respond more quickly to evening, weekend and bank holiday emergencies. This service is still focused on “make safe” repairs, but we’ll have more staff on call and a clearer system in place.‑of‑hours service works so we can respond more quickly to evening, weekend and bank holiday emergencies. This service is still focused on “make safe” repairs, but we’ll have more staff on call and a clearer system in place.

👷 More skilled people, ready to help

We’ve added extra team leaders, inspectors and support roles, so we can manage repairs more efficiently. We’re also training more multi‑skilled operatives, so more jobs can be completed in a single visit.

🏠 Clearing empty homes faster

We’ve reduced the number of empty homes waiting for repairs, helping us get new customers moving in sooner and freeing up time to focus on day‑to‑day repairs.

🔨 Better materials and van equipment

We’re improving what our operatives carry in their vans, and from May we’ll be introducing a new materials supplier to speed up access to parts and reduce delays. This means our operatives will have better access to the equipment they need, helping them to do the job there and then on the first visit.

What’s next?

We’ll keep improving throughout the year, including introducing a new Repairs Management System to make booking and managing appointments even smoother.

We’re working hard to clear our back log of repairs, and we know that some of these changes will take some time to be felt. We’re confident that these changes will help us to deliver more efficient repairs, but we know we still have work to do.

As a reminder, if you need to report a non-emergency repair, please log into your myLHP portal, use the form on this page, or give us a call. You can log emergency repairs immediately on 0345 604 1472, 24 hours a day.