I write in response to your article (Property repairs ‘frustration’).

It is our duty at Circle Housing Merton Priory to ensure our customers’ homes are in good condition. We know there have been problems with our repairs and maintenance service and we are very sorry that some customers have been let down.

We are in contact with our customers every day and recognise that while improvements have been made in the last three months, there is much more that needs to be done. These problems affect people’s homes and everyday lives so it could not be more important to us or the customers who rely on us.

The problems stem from a combination of technical issues, the transition to a new supplier and weather conditions last winter. This led to a backlog in our ability to deliver a fast and efficient repairs service.

Every month we have around 3,500 repairs in progress and the vast majorityof these are on-track. In May, customer satisfaction with the last repair carried out was at 87 per cent.

It is our mission to put customers at the heart of everything we do. This includes delivering the service we promise to deliver and making changes where we are failing to meet the required standard.

I can assure you that we are working hard and on track to resolve the recent problems. This is the top priority for us and we are committed to getting it right.

Pauline Ford Regional operations director; Circle Housing Merton Priory

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