Ealing Housing Panel Reviews Repairs Service Performance and Resident Satisfaction

Ealing Housing Panel Reviews Repairs Service Performance and Resident Satisfaction

Ealing Council's Housing and Environment Scrutiny Panel has reviewed the performance of its housing repairs service, noting improvements alongside areas requiring focused recovery efforts, and discussed strategies to enhance resident satisfaction and service delivery.

The panel received an update on the housing repairs service, which highlighted that while overall performance has improved over the past year, there was some under-performance in August. Performance pressures during August were driven by a combination of contractor resource pressures, vacancies, service transition activity associated with the implementation of the Repairs Diagnostic Centre (RDC) and operational process issues. The specific metrics that showed under-performance in August were overdue repairs, first-time fix, appointments kept, and urgent repairs completed within target timescales.

Joint recovery plans with contractors, including Wates, have been implemented to address these issues. The new Repairs Diagnostic Centre (RDC), launched in August 2026, is still in its embedding phase, with its full impact expected to be assessed in the new year. The RDC aims to improve repairs diagnosis, communication, and the overall resident experience. It aims to improve communication with residents by giving appointments on the phone that are validated with the tenant and ensuring that if something is slipping, or if a repair is not going to be delivered on time, residents are proactively informed.

Discussions also emphasised the importance of resident feedback, with Tenant Satisfaction Measures (TSMs) indicating that communication, listening, home condition, and repairs are key drivers of overall satisfaction. A 96% stock condition survey coverage has been achieved, providing a comprehensive understanding of housing stock, and 94% of surveyed homes meet the Decent Homes Standard.

Councillor Dee Martin raised questions regarding the categorization of repair calls, response times, the role of the Diagnostics Centre, and call closure procedures. Jed Livermore, Divisional Director from Wates, explained that emergency repairs are expected to be visited within four hours, urgent repairs within five days, and routine repairs within 28 days. He also clarified that the Diagnostic Centre uses a combination of a repair finder system and human interaction to diagnose issues.

Councillor Andrew Walkley inquired about the out-of-hours phone service, which is outsourced to a contractor who then liaises with Wates. The out-of-hours service has not generated many complaints, suggesting effectiveness, though performance reports are reviewed and joint meetings are held with the contractor and Wates to address any issues.

Councillor Ksenia Maximova asked about leaseholder access to repair services, and it was explained that leaseholders generally use the same contact number. However, the Section 20 process, which involves demonstrating value for money through obtaining quotes and allowing resident input, can extend repair timelines for leasehold properties.

Samuel Taylor, Operations Manager, explained that Wates had increased capacity to achieve a 65% reduction in overdue repairs, with the backlog having risen for three months prior but stabilising around 60 overdue repairs in recent months. Ongoing monitoring of KPIs is crucial for sustaining these improvements. The key performance indicators (KPIs) being monitored, along with their targets, are: Overdue repairs (0%), First-time fix (95%), Appointments kept (95%), Emergency completed in time (100%), Urgent completed in time (95%), and Routine completed in time (92%). The target for routine repairs is 28 days, and current performance indicates they are being resolved within this timeframe.

Councillor Martin questioned how to ensure the sustainability of improvements, particularly when a contract is nearing renewal. Planning is underway for the future procurement of housing repairs services beyond March 2027, with lessons from current contracts informing the design of future service specifications, focusing on quality, accountability, and value for money. Efforts are also being made to prevent complaints by improving communication and services at the front end.

Councillor Rabia Nasimi inquired about using data from councillor inquiries to identify trends and areas of concern, to which Samuel Taylor confirmed that trend analysis is being conducted. The panel also discussed the importance of post-inspection visits and how residents' concerns about incomplete work are addressed, with assurances that residents are believed and that surveyors will inspect if there is any uncertainty.

Public reports pack Wednesday 14-Oct-2026 19.00 Housing and Environment Scrutiny Panel.pdf