A senior executive at Merton's biggest social housing provider has denied allegations it delivers a "shocking repairs service".
Deborah Upton, a Circle Housing executive director, visited Merton's housing headquarters last month to respond to allegations published by the Wimbledon Guardian.
A whistleblower claimed contractors were repeatedly overcharging for repairs as part of a £220m contract.
During the interview Ms Upton claimed the housing repair problems, which have seen the Wimbledon Guardian receive more than 100 complaints from residents, were "teething problems" in the five-year contract, which began in January 2013.
Keepmoat Property Services, which has a five year contract with Circle to deliver repairs and maintenance to 9,500 homes in Merton, was accused of repeatedly charging for incomplete work, sending staff to properties without the correct equipment and carrying out poor-quality repairs.
Keepmoat said then it was taking the allegations extremely seriously and agreed to participate in an independent audit commissioned by Circle Housing Merton Priory (CHMP).
Circle Housing boss: Deborah Upton
CHMP said it has now received the audit results and is discussing them with Keepmoat.
A spokeswoman declined to comment or release the findings. It is understood the results will be shared with Merton Council later this month.
Audited: Circle Housing HQ in Morden
Speaking to the Wimbledon Guardian as the audit was taking place, Ms Upton said: "I think it's always the way that when you put a new contract in place, there are going to be teething difficulties.
"One complaint is one complaint too many but I do feel that we have got an improving service."
Responding to the allegations of overcharging, Ms Upton said: "Getting value for money is really important for us and we obviously want to use our money wisely so we can invest in things like our regeneration scheme so we don't want to be overcharged."
She added: "If they don't do the work properly they are not going to get paid.
"My chief executive [Mark Rogers] is meeting the managing director of Keepmoat [CEO Dave Sheridan] to talk about our relationship and what we expect from them.
"I'm also going to be meeting with the MD to talk about repairs in Merton and we will work together to make sure that this contract delivers."
The Wimbledon Guardian has received more than 100 complaints from residents about CHMP's repairs service since the start of the year.
Laura Clewley, a primary school teacher who lives in a CHMP flat in Mitcham lived with a leaking kitchen ceiling for more than a year after she said 15 plumbers, five surveyors and more than 100 calls to CHMP failed to fix the problem.
Mark Anderson, CHMP director of property services, admitted workmen were struggling to identify the cause of the leak but said they would now erect scaffolding to investigate further.
He said contractors had visited the flat six times in total.
Responding to allegations of contractors failing to respond to repairs on time, Mrs Upton said: "If the contractor doesn't meet the deadline then they get given notice.
"If they fail to make it twice then the work can be put to other contractors."
But she said this had never happened in Merton since Keepmoat started its contract in January 2013.
CHMP and Keepmoat announced plans last month to improve response times with a repairs team dedicated to Merton.
Keepmoat has also set up a direct labour roofing team and reduced the number of subcontractors so 77 per cent of all work is carried out by its own staff.
Ms Upton also denied claims made by former staff members that there was a bullying culture at CHMP.
She said: "The staff we have here wouldn't recognise that.
"That isn't the culture. We expect employees who are no longer here and feel for various reasons they didn't enjoy it but the staff that are here don't recognise that experience."
FACT BOX
- - CHMP completes approximately 1,700 repairs a month
- - 75 per cent of appointments arranged this year were kept. The figure for September was 85 per cent.
- - Five former employees have contacted the Wimbledon Guardian since October this year making allegations about its repair services.
- - CHMP has run 9,500 properties across Merton since the Council transferred its housing stock in 2010.
Read more about CHMP repairs and maintenance complaints:
24 September 2014: Independent auditors hired to investigate fraud allegations at Circle Housing Merton Priory
4 September 2014: Firm investigates whistleblower's over-charging claims
20 February 2014: Hundreds of pounds a year on crumbling walls and no lights for residents
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