Repair timeframes

In 2025, Barnet Homes refreshed its Responsive Repairs Policy using feedback from resident satisfaction surveys, complaints, customer engagement activities and best practice research. Now that the updated policy has been in place for a year, we would like to remind residents of the different repair priorities and target timeframes, helping you understand what to expect when reporting a repair.

2025/26 Tenant Satisfaction Measures results and 2026/27 focus areas

Tenant Satisfaction Measures (TSMs) help residents understand how well their landlord is performing in the areas that matter most to them. Our 2025/26 TSM results are available to view here.

A recap of the improvements Barnet Homes delivered during 2025/26, following feedback from residents in 2024/25 on key priorities including repairs, ease of access, communication and responsiveness, is available here.

Analysis of the 2025/26 TSM perception surveys and themes identified through complaints has helped shape our improvement priorities for 2026/27.

To further improve how we listen to residents and ensure they have well-maintained homes, we will:

• Further improve the time taken to complete non-emergency repairs including those where contractors are the lead.
• Further improve how we manage damp and mould cases for residents.
• Further improve how we manage leak repairs and other complex repairs for residents, including introducing processes that support improved proactive action and updates.
• Review and improve the experience for residents who make a complaint, including how responsive we are when complaints are first made.
• Complete a resident-informed review to shape and implement changes to address concerns about cleaning of communal areas and grounds.

To improve how easy we are to deal with for residents, we will:

• Improve the experience of residents when they call us, including by introducing a call back facility for when they experience long wait times.
• Complete a resident-informed review to shape and implement improvements to communications for residents where these are most needed.
• Further increase the diverse needs information that we hold about tenants and household members.
• Make changes to improve how we tailor services to meet diverse needs.

If you would like to share your feedback or help shape these improvements, please email talktous@barnethomes.org.

Downsizing through the Barnet Homes Fresh Start scheme

The Fresh Start Scheme helps tenants who are under-occupying their homes by allowing them to downsize to a smaller property within the Borough of Barnet. This scheme is available to secure council tenants or assured tenants if the landlord is a housing association. To join the scheme, tenants must have their landlord's written permission and agree to a reciprocal agreement.

Our Fresh Start Officer will conduct a property inspection and discuss potential re-charges. The scheme aims to provide tenants with a home of their choice in an area they want to live, offering practical help with the move and a payment of up to £15,000 for down-sizing to a property with fewer bedrooms.

A Fresh Start close to home for Nicole

When her children had grown up and moved out, Barnet Homes resident Nicole found herself living alone in a three-bedroom flat that no longer suited her needs. Following a cancer diagnosis, managing a larger home became increasingly difficult, so she decided it was time for a change.

With support from Barnet Homes' Fresh Start Scheme, Nicole found a smaller one-bedroom home close to her doctor, hospital and local community. In this interview, she shares her downsizing journey and why she would encourage others to consider the scheme. 

Serving you better with our new EDI Strategy 

At The Barnet Group, including Barnet Homes, we believe everyone should be treated with dignity, respect, and fairness. That is why we have launched our new Equality, Diversity, and Inclusion (EDI) Strategy, setting out how we will make our services more inclusive, accessible, and responsive to the needs of our diverse communities over the next four years.

We are proud to serve people from many different backgrounds, cultures, and life experiences. We know that different people can face different barriers, and we want to make sure our services work well for everyone.

Our strategy focuses on three key goals:

• Providing fair, accessible, and inclusive services that meet the diverse needs of residents and service users.
• Creating a fair and inclusive workplace where our staff feel respected, supported, and able to thrive.
• Strengthening leadership and accountability, so equality, diversity, and inclusion are part of every decision we make.

You can read our EDI Strategy 2026-2030 on our website here, and a summary version here.

Barnet Homes Resident Board update, from Chair Tatiana Jose 

"It was great to welcome three resident observers to our latest Barnet Homes Resident Board meeting on 16 June 2026. Seeing residents take an interest in the Board's work is always encouraging, as our role is to ensure resident voices help inform decisions and improve services.

We discussed several key issues, including fire safety, anti-social behaviour
(ASB) and tenant vulnerability, and considered how we can continue to support residents across our communities.” Tatiana

To view previous meeting minutes please click here

Get Involved

If you would like to be part of shaping and improving the services we provide, please complete our online registration Barnet Homes Resident 

Upcoming dates for your diary:

Barnet Homes Resident Board Virtual Meeting via Microsoft Teams, Thursday 3 September 2026, 6.30pm - 8.30pm If you would like to attend as an observer, please email getinvolved@barnethomes.org

Meet and Greet events this summer

Our Summer Meet and Greet events are now underway, bringing Barnet Homes staff into local communities to meet residents, listen to concerns and take action. This year, we are focusing on four estates in Barnet identified through our Tenant Satisfaction Measures (TSMs) surveys as having lower satisfaction levels and lower levels of resident information recorded, such as disability data.

These events are a chance to speak face-to-face with teams from across our services, including Repairs, Neighbourhood, Estate Services and Housing Options (mutual exchange and trade downs). Most importantly, they allow us to respond quickly to enquiries and issues while keeping residents informed about what happens next. We are also encouraging residents to update their information so we can better understand their needs and tailor our services accordingly.

Events have taken place so far at Blessbury Road, Gracie House, Montrose Avenue and Blundell Road. To find out more, click here.

The remaining events are:

• Sheaveshill Court, Citrine Lodge, Peridot Lodge and Tourmaline Way, Saturday 15 August, 10am-12pm

Come along, have your say, and help make a difference in your community.

Leading the way in domestic abuse support

Barnet Homes has been recognised for its commitment to supporting residents affected by domestic abuse, achieving both Silver and Bronze accreditation from the Domestic Abuse Housing Alliance (DAHA). The accreditation is widely regarded as a benchmark of good practice in the housing sector.

“DAHA accreditation reflects the hard work and commitment of colleagues across Barnet Homes. Staff are trained to recognise signs of abuse and respond appropriately, and to listen to and empower survivors, helping residents feel believed, respected, and supported in decisions about their housing and safety,” said Amanda Quinn, Senior Neighbourhood Manager.

Barnet Homes works closely with specialist domestic abuse services, safeguarding teams, MARAC, the police and other support agencies to help residents access the assistance they need.

If you are at risk of domestic abuse, please contact the police on 999.

Help set the standard: what you can expect from our staff

We are updating our Code of Conduct for staff. It will clearly set out the standards tenants and leaseholders can expect when dealing with Barnet Group services. 

We want to make sure the updated Code of Conduct reflects what residents value most when interacting with our staff, which is why we are asking for your feedback through this survey.

This survey provides the opportunity to tell us what matters most to you. Your feedback will help shape expectations around professionalism.

• Help define clear and consistent standards for how staff work with 
  residents.
• Influence how The Barnet Group improves communication, behaviours, and service quality.

Please complete our Competence and Conduct Survey by clicking on the link Housing Standards - Competence and Conduct Survey – Fill in form

Thank you for helping us raise standards and improve our services. 

Knowing Our Tenants – one year on

In August 2025, Barnet Homes launched the ‘Knowing Our Tenants’ project to improve the information we hold about residents. Having accurate and up-to-date information helps us better understand residents' needs and provide more tailored services and support.

What progress have we made?

The table below shows the information we hold about lead Barnet Homes tenants as of 8 July 2026, compared with June 2025. Targets were set to increase the amount of information held by the end of July 2026, and we have already achieved our targets for four characteristics while making strong progress towards the others.

To find out more about the project, visit our website: Getting to know our residents – Barnet Homes.

If you have not yet shared your information and would like to do so, please complete our short online form: https://www.surveymonkey.com/r/LZH6PJV.

Make the most of your food waste caddy

Join thousands of residents already recycling their food waste.

Barnet recycles around 100 tonnes of food waste every week, which is turned into clean energy and fertiliser for local farmland. Use your kitchen caddy to recycle leftovers, such as peelings, bread, tea bags, eggs, meat, fish bones and out-of-date food (removing all packaging). Then empty it into your brown outdoor bin. Recycling food waste keeps it out of general rubbish, reduces overflow and supports a cleaner, greener Barnet.

Let’s keep doing our bit, Barnet. Every caddy counts!

Barnet Homes garages available to rent 

Barnet Homes garages are now being managed by Secure Parking & Storage. They are a specialist garage management company who will be managing our garages on our behalf.

If you would like to rent one of Barnet Homes’ garages, you will need to contact Secure Parking & Storage.

Call: 0208 050 1065 (Mon–Fri, 9am–5pm)
Web form: https://secureparkingandstorage.co.uk/contact-form/

We're updating our contact management system

We will shortly be changing the systems we use to manage calls and emails from residents as part of our commitment to improving your experience of our services.

Please note that our contact details remain the same.

You can continue to contact us as usual by calling 020 8080 6587 or emailing mailto:talktous@barnethomes.org. We will continue to manage all enquiries as normal during this transition.

During this transition, you may notice that:

• Our telephone call queues and voice messages sound slightly different.
• A new in-queue call-back feature is available when you contact us by phone. This means that you can save your position in the queue, hang up and receive a call from a member of staff when you are at the front of the queue.
• When reporting complex repair issues over the phone you may be invited to take part in a video call with a member of staff to help diagnose the problem.
• At the end of a phone call you will be asked to complete an optional short satisfaction survey to find out about your experience of the telephone call.
• Our email responses look slightly different.

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