Hammersmith and Fulham wanted a comprehensive and robust review of the Council’s system for delivering and improving its housing maintenance and repairs services to tenants and leaseholders. The scope included:
We delivered a comprehensive review of the end-to-end housing repairs system, with customer experience as the focal point of our approach. We engaged with residents who used the service through resident forums and tenant groups, as well as with key Council and contracted staff to capture end-to-end customer processes for major components of the repairs system (responsive repairs, pre-planned maintenance, complaints and disrepair, and resident engagement). We then developed a series of short, medium and long-term opportunities for transforming the repairs system which we tested through a series of workshops, before collating a comprehensive final options report with a recommended way forward.
The key outcomes from the work included: