Peabody has launched a new team of repairs inspectors to check the quality of work in residents’ homes and ensure problems have been resolved.

The team includes 20 inspectors, half of them apprentices, supported by scheduling planners and team leaders.

Inspectors visit residents after repairs have been completed, checking both the standard of the work and whether anything more needs to be done.

The new inspectors are part of Peabody’s work to improve services for residents as it prepares for the second phase of Awaab’s law in November, while also creating opportunities for people to build new skills, start careers in housing and tackle skills shortages in the sector.

Ten inspectors are already out visiting residents, while the apprentices continue their training before carrying out inspections independently.

Early feedback from residents has been positive. One resident said the new service gave them reassurance that Peabody cares about the quality of repairs and meant they could raise any concerns with an inspector there and then, rather than having to keep calling the repairs service.

Another said: “The inspector listened to me and explained things so I could understand. I felt much better that he came. He showed me that he cares and wants to make sure I feel comfortable.”

The repairs inspector apprentices range in age from 18 to their late 40s, and they have joined from very different backgrounds, including hospitality, retail, construction and sales.

Rather than looking only for people with previous technical experience, Peabody recruited the apprentices for their ability to listen, communicate and work well with residents.

They will build their technical knowledge through training, time with experienced inspectors, surveyors and contractors, and practical experience in residents’ homes.

Amy Keeble, Director of Repairs at Peabody, said: “We created this team because residents told us there was a gap. A repair could be marked as finished and, if something wasn’t right, too often it was the resident who then had to spot the problem, contact us again and chase what happened next.

“Our inspectors will be out in our communities, checking the work and listening to residents. If something isn’t right, they can make sure action is taken.

“The apprenticeship route was really important to us too. We looked for people who care about others, can listen and want to make a difference. We can help them build the technical knowledge around that.

“There is a real skills gap in repairs and housing, and we want to grow our own talent. We’ve brought in people of different ages and backgrounds who might not otherwise have found a route into this kind of work, and we can already see how keen they are to learn.”

Peabody carries out around 250,000 responsive repairs each year. The inspectors will initially focus on checking a sample of completed work, with Peabody working towards inspecting around 10% of repairs – around 25,000 a year.

If an inspector finds that work is not up to standard, the repair can be sent back to the contractor to put right. The information gathered will also help Peabody identify recurring problems, improve efficiency and contractor performance, and better understand what residents are experiencing.

Lisa Turner, Head of Repairs Operations at Peabody, said: “Repairs really matter to residents, and what matters to one person can be very different to what matters to another.

“This gives us the chance to sit down with somebody in their home, listen to what they think about the repair and act on it. It is not just about whether a leak has technically been fixed. It is about whether the repair works for that resident and whether there is anything more we need to do.

“We’ll also be able to spot patterns in the work we’re seeing, feed that back quickly and get things put right. Ultimately, we want residents to have fewer reasons to chase us because we’re finding and resolving problems ourselves.”

For the apprentices, the new roles provide a route into housing while earning and learning.

Eighteen-year-old Jaida-Lou joined Peabody after leaving college and is the youngest member of the apprentice group.

She said: “I liked the idea that I’m still doing something to better my education but I’m also starting a career. I’m really excited to see where it takes me.

“I think the inspectors will show residents that we actually care. If somebody comes back after a repair and checks that it’s really been done properly, I’d love that if it was my home.”

Simon, 39, previously worked in hospitality and retail and was inspired to apply partly by his own experience of problems with damp and mould in his social rented home.

He said: “I know what it feels like when you’ve reported something and communication breaks down or you feel you’ve given up and just have to live with the problem.

“I want to get out into the community, build relationships with people and help fill that gap between residents and the organisation. It shows that, whatever your age, you can still start a new career.”

The inspectors are being trained to recognise wider issues in residents’ homes as well as checking the repair they have been asked to inspect. This will become increasingly important as the second phase of Awaab’s Law comes into force next month, extending requirements around serious hazards in social rented homes.

Peabody has been preparing separately for the new requirements, including strengthening the way cases are triaged, tracked and managed and expanding its dedicated Awaab’s Law case management team.

The repairs inspectors will provide another set of eyes and ears in residents’ homes, helping to identify concerns, make sure they reach the right team and check that work has been completed properly.

The repairs inspector apprentices are completing a Level 3 Customer Service apprenticeship over 15 months, alongside additional technical training tailored to the role. At the end of the programme, they will be supported to explore future opportunities in repairs, surveying and other areas of housing.

Peabody has just reached another milestone in its investment in apprenticeships. There are now 222 colleagues doing an apprenticeship, equivalent to 5.24% of Peabody’s workforce. This takes the organisation above the 5% ambition set through its membership of ‘The 5% Club’.