All IDS residents can request repairs in their property with our maintenance contractor, EVO. Using the EVO Living app you can report the repair you need, choose an appointment time and get live updates on repairs for your property.
Improving our repairs service
Our strong partnership working with EVO has delivered a significantly improved experience for residents over the past year. Our key successes include the following:
- Substantial progress including:
- Repairs completed within target: 95%
- Resident satisfaction with the repairs service: 86%
- A decrease in complaints relating to the repairs service over the year.
- A significant reduction in disrepair cases as well as improved service delivery and issue resolution.
Lessons learned from resident feedback
We always value feedback from our residents. Here is what we have learnt this year:
- Importance of up to date information
Residents highlighted the need for clear and regular updates on the status of their repairs. Our resident portal, with the ability to track and manage repairs, has proven especially important. - Maintaining multiple ways to report a repair
While many residents value the digital portal, it is essential that we continue to offer other reporting methods such as phone and email for residents without access to digital devices. - Service adaptation
Residents gave feedback on the value of having a dedicated caretaker-style system on larger estates. We worked with EVO to adopt this approach, which has helped to build familiarity with residents, trust, consistency and a stronger sense of community.
Reporting repairs
All repairs within your property should be reported directly to EVO. The most efficient way to report a repair is via the EVO Living app, which is available to download for free from the App Store or Google Play Store by searching “EVO Living.” If you need assistance with the app, please speak with your Estate Manager who will be available to assist you.
If you are unable to access the app, repairs can still be reported using the following methods:
- Phone: 020 8691 9293
- Email: Helpdesk@evo-pm.com
- WhatsApp: 07723 502080
Other services
For other repairs, please see the below contact information for heating and boilers, and communal repairs, lift failures or other lift issues in blocks managed by IDS.
Central heating and boiler issues:
For any central heating or boiler issues, please contact our contractor, Oakray, directly on 020 8370 4707.
Repairs to communal areas:
You can contact repairs@ids.org.uk for any communal repairs in blocks managed by IDS.
Lift issues in blocks managed by IDS:
In blocks managed by IDS, contact our contractor Nova Lifts directly on 0845 888 8767 for any lift failures or other lift issues.