Regulatory judgement improvement plan

Regulatory standard

Area of weakness

Intended outcome(s)

Reduction in outstanding repairs.

Increase in satisfaction with repairs and time taken to complete the most recent repair.

Lead

Kevin Lowry (Service Director, Repairs and building maintenance).

Laura Atkinson (Service Manager, Repairs and voids).

Target completion

Less than 825 by December 2025 (15% of works in progress (WIP) target).

By the end of 2025 to 2026: 

• 72% satisfaction with repairs
• 67% satisfaction with time taken to complete most recent repair

Step targets (where possible)

Short/medium/long term plans

Reduction in outstanding repairs.

Short Term

To reduce to less than 25% of WIP.

Medium Term

To achieve 15% of WIP target by December 2025.

Long Term:

To maintain at no more than 15% of WIP target.

Satisfaction with overall repairs service

Short term:

72% (median quartile)

Medium term:

79% (upper quartile)

Long term:

Maintain upper quartile performance levels.

Satisfaction with time taken to complete the most recent repair

Short term:

67% (median quartile)

Medium term:

75% (upper quartile)

Long term:

Maintain upper quartile performance levels.

(As per RSH 2023 to 2024 results for the above quartiles) 

Organisational risks

1. Access to properties
2. Timescales for tenancy enforcement
3. Complexity with need for clear responsibility for works planning, delivery and customer contact

Potential impact on customers if we do not achieve intended outcome

1. Extended periods of living with unresolved issues
2. Potential safety hazards due to delayed repairs

Current position

By the end of Quarter 4, 4.81% of repairs were completed out of time, significantly below the 15% target. This improvement has been driven by tighter, continuous monitoring of live repair orders and more proactive management of work in progress. Regular review of performance data has enabled earlier identification of issues and timely reallocation of resources, including prioritising older and more complex repairs and addressing root causes such as access, parts availability and capacity. These arrangements are now embedded as standard practice, providing confidence that performance will be sustained below target.

While the number of out‑of‑time repairs continues to reduce, the average time taken to complete repairs has increased slightly. The service is therefore focusing on improving diary management, using real‑time data to identify under‑utilisation across trades, with the aim of reducing overall completion times. Work is also underway to simplify processes and improve communication with customers, supporting quicker repairs, clearer updates and improved confidence in the repairs service.

Although performance in responsive repairs has improved, delivery continues to be influenced by workforce stability, surveyor capacity and effective customer access. For this reason, performance trends are kept under close review alongside operational pressures. In addition to core repairs KPIs, complaints, repeat repair themes and disrepair trends provide further insight into resident experience and emerging risks.

As part of this approach, a service redesign project has been undertaken to understand the causes of no‑access from both organisational and customer perspectives. An action plan is currently being developed to address the recommendations arising from this work.

The 2025/26 TSM results showed that  satisfaction with repairs has fallen from 67.7% in 2024/25 to 66.2% and satisfaction with time taken to complete the most recent repair has fallen from 61.8% in 2024/25 to 60.9%. At the end of Quarter 4 2025/26, 84% of tenants were satisfied with their most recent repair (transactional surveys), and 95% of repairs were completed right first time, exceeding the target by 4%.

RAG

Evidence

Reports to Strategic Housing Board, Housing Environment and Healthy Communities Overview and Scrutiny Committee (HEHC OSC), Housing Portfolio and Corporate Management Team.

Key Performance Indicators Performance reports to HEHC OSC and Strategic Housing Board.

Repairs Performance - Presentation to HEHC OSC 17 November 2025