Workshops to help shape the future of ISHA's repairs service

ISHA is starting the process of selecting a new repairs contractor, with the new service due to launch in July 2027. 

This is one of ISHA's most important contracts, affecting the quality of repairs in your home, how well you are kept informed, and the overall service you receive. 

We want residents to help shape the new service from the very beginning. To support this work, ISHA is working with Frameworx, a not-for-profit procurement organisation that helps housing associations identify high-quality contractors. Together, we're making sure resident feedback helps shape the future repairs service and the standards contractors will be expected to meet. 

What you've told us so far 

The first stage of involvement was a resident survey completed by 81 residents. The message was clear: you want a repairs service that focuses on quality, communication, and reliability. 

Residents told us that: 

• Repairs should be completed to a high standard. 
• Repairs should be fixed properly the first time. 
• Communication needs to improve. 
• Appointments should be reliable and well-managed. 
• Contractors should be skilled, respectful and prepared. 

Residents also told us they want better updates and clear ownership when repairs cannot be completed straight away. 

One resident described an excellent repairs service as: 

"They keep me informed, turn up when they say they will, and send someone who knows what they are doing." 

What happens next? 

We're now inviting residents to help turn this feedback into the standards and requirements for the new repairs service. 

Choose the workshop that suits you best: 

In-person workshop: Tuesday 22 September 2026 

From 11.00am to 2.00pm 

Lunch will be provided. 

You will receive a £20 thank-you voucher.

Online workshop: Monday 28 September 2026 

From 5.30pm to 7.30pm.

You will receive a £20 thank-you voucher. 

Book your place

To book your place on one or both of our workshops, complete our online sign-up form .

Accessibility and support 

We want everyone to be able to take part. If you have any accessibility or support needs, please let us know when booking your place. 

How you can influence the new service 

At the workshops, you'll be able to: 

• Review the survey findings. 
• Discuss what a great repairs service should look like. 
• Help shape expectations around communication, appointments and repair quality. 
• Review draft procurement questions. 
• Help influence the standards future contractors will be expected to meet. 

Your feedback will directly help shape the future repairs service and how potential contractors are assessed. 

Opportunities to stay involved 

There will be further opportunities to get involved throughout the procurement process. Later on, a small resident panel will help review contractor responses and take part in interviews, with training and support provided. 

If you'd like to help shape one of ISHA's most important services, we'd love to hear from you, please contact the Resident Involvement Team. 

Check out the Resident Involvement page   to find out more about this process and see other ways to get involved.