Housing Repairs System Review

The Assignment

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:

  • Business planning, roles and responsibilities
  • Programme, project and performance management including complaints management
  • Planned maintenance and capital investment programme
  • All in-house and contracted services and the associated range of repairs categories and client-side
  • management arrangements
  • Customer journey, business process mapping and case study analysis
  • Contract and relationship management
  • Review of the application of price per property model

The Role

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.

Key Outcomes

The key outcomes from the work included:

  • An overarching strategic roadmap for transforming the repairs customer experience through the implementation of a set of targeted recommendations.
  • Focus on clarity around messaging, improved join-up across the different elements of the repairs system, the balance of the in-house/outsourced resourcing model, and revamped use of technology, insight and analytics.
  • Identification of up to £2.4m of potential savings through successful delivery of the recommendations.