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

Ian McLackland (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

Works orders have continued to progressively decrease, reaching 841 at the end of November 2025. Although slightly above the step target of 812, this represented less than 15% of works in progress (WIP) and met our medium‑term plan. Works orders did rise to 933 at the end of December against a step target of 878, equating to 15.93% of WIP. This temporary increase was mainly due to the Christmas shutdown and reduced trade availability. We expect performance to return within the 15% target by February and to remain on track with the long‑term plan thereafter.

A project has been carried out to understand the barriers to no access from an organisational and customer perspective. An action plan is currently being developed to address the recommendations from this exercise.

TSM results 2024/25
68% satisfaction with repairs
62% satisfaction with time taken to complete most recent repair

At end of quarter 3 2025/26, 
- 85% of tenants were satisfied with most recent repair (transactional repairs).
- 94% of repairs were completed right first time, which is 3% above the target.  

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