We’re currently reviewing our Repairs and Maintenance Policy, and we’re inviting customers to have their say as part of this consultation.
Your feedback will help us shape the policy and ensure it reflects the needs of our customers before it’s finalised.
This policy sets out our approach to carrying out repairs and maintenance in customer’s homes and make sure it remains customer-focused, meets legal requirements and reflects the service our customers expect.
We want to understand what matters most to you when reporting a repair and identify improvements that could help us provide a better service.
Why we’re asking for your feedback
Magenta Living is committed to delivering a high-quality, customer focussed repairs service and in line with the customer standard provide homes that are well maintained habitable and safe for people to live in.
This is an existing policy that we’re reviewing to make sure it remains relevant, consistent and aligned with our current guidance.
The purpose of the policy is to make sure that Magenta Living provides a cost effective, efficient, responsive and consistent day-to-day repairs service.
The policy sets out:
Repair responsibilities
Legislation and regulations linked to the policy
Access to services – vulnerable customers
Our response times
Awaab’s Law requirements
Disrepair claims
Access and refusal of works
Rechargeable repairs
Responsive repairs procedure manual
Why your feedback matters
We want to make sure this policy works for our customers. By taking part, you’ll help us:
Check that the policy is clear and easy to understand
Ensure expectations around repairs and maintenance are fair and reasonable
Make sure our approach feels consistent and proportionate
Reflect the experiences and needs of our customers
Your feedback will help us make sure we’re listening and supporting customers in making our services the best they can be.
How to take part
We’re inviting customers to take part by completing a short survey on Magenta Voice.
Before completing the survey, please read the policy here: Repairs and Maintenance Policy
How to complete the survey:
Visit the Magenta Voice website by clicking here
Log in or create an account
If you're new, select Register
Check your email to confirm your registration (including your junk folder)
Once logged in, follow the link to the Repairs and Maintenance Policy survey
Answer the questions and submit your feedback
The survey only takes a few minutes, and all responses are completely anonymous.
Survey Details
Opens: Wednesday, 22nd July 2026
Closes: Wednesday, 5th August 2026
What happens next
Once the consultation closes, we’ll review all feedback and use it to help shape the updated version of the policy. We’ll then confirm any changes and share the final version with customers.
Did you know?
You can access Magenta Voice as a web app on your phone or tablet. Installing the app gives you a quicker and easier way to take part in surveys and share your feedback.