In May this year we changed the way we arrange and oversee repairs, bringing in a dedicated delivery team to manage the process from start to finish – and we’re already seeing it pay dividends.
Until May, the responsibility for managing repairs was handled by housing officers, with oversight provided by an asset lead for each region. However, this structure proved inefficient. Having a single individual oversee all aspects of repairs led to significant workloads while housing officers, already balancing multiple responsibilities, struggled to consistently manage day-to-day repairs.
This inconsistency often caused delays, unresolved contractor issues, and inadequate follow-up after emergency repairs, resulting in dissatisfied residents and an increase in complaints.
Under the new model, a repairs delivery team now oversees all day-to -day reactive repairs. The way repairs are reported, whether via the customer contact centre, the resident's online account, or a local officer, remain unchanged. The creation of the repairs hub, which has a 30-plus strong team, has streamlined the process by allowing them to manage repairs from start to finish; liaise with residents, local officers, and contractors as needed; and ensure a smoother and more efficient customer experience.
With a dedicated team of repair officers, we now have greater control over issues that had previously caused prolonged delays. Emergency repairs are closely monitored, follow-up work is promptly scheduled, and resident feedback about unsatisfactory repairs are addressed within 48 hours to prevent further escalation.
Although the repairs hub has only been operational for eight months, it has already demonstrated significant progress. Addressing a backlog of thousands of historical repairs has been challenging, but the situation has improved considerably from last year.
Our repair officers are now adept at triaging, diagnosing, and holding contractors accountable to ensure timely and high-quality repairs. By collaborating closely with our tier 1 contractors, Wates, we can address issues in real time as and when they arise.
The results are promising. Since May 2024, the average time from repair initiation to contractor completion is 17 days, compared to 24 days previously, and approximately 58,892 repairs have been successfully completed.
Our team of 16 repair inspectors conduct post-inspections on a significant number of completed repairs, ensuring high standards of workmanship, resolving disputes quickly, and promoting cost-effective, value-for-money solutions.
We know we've got further work to do to improve the repairs process for you but we’re confident the next six months will further highlight the positive impact of this new model and continue to ensure we provide better services to our residents.
