Hammersmith and Fulham's housing repairs service has significantly improved, with 91% of repairs now completed on time, according to a report presented at the Housing and Homelessness Policy and Accountability Committee meeting on 24 July 2025.

The report, a Housing Repairs Service Update, highlighted the progress made since the implementation of an improvement plan in July 2023. The plan aimed to address historical challenges within the repairs service and in relation to complaint management.

Contractors Mears, Wates, and the Direct Labour Organisation (DLO) were all recognised for their strong performance, measured by the percentage of repairs completed within the target timeframe. For example, in April 2025, 95.5% of emergency repairs and 85.5% of routine repairs were completed in target.

Damp and mould management is also a key area of focus, with the council reporting that 94% of cases are being addressed within target timeframes, aligning with the upcoming Awaab's Law. This law, set to take effect in October 2025, mandates specific response times for social landlords to address hazards like damp and mould. The council is adhering to the Awaab's Law guidance, which sets specific timescales for addressing hazards in tenants' homes. The council must investigate hazards within 10 working days of being made aware, provide a written report within 3 working days, and begin repairs within 5 working days of issuing the written report if the hazard poses a significant risk. Emergency repairs must be completed within 24 hours.

Other key achievements noted in the report include:

  • Voids Management: 626 properties returned to stock, with 88% of voids completed within the key-to-key target. The 'key-to-key target' refers to the set times for void performance, including the completion of works and reallocation of the home. The targets for voids are Minor voids (38 days turn around) and Major voids (<60 days).
  • Disrepair and case management: A new protocol implemented in January 2025 has reduced legal claims and improved mediation. This was achieved by allowing the repairs team to use the Ombudsman approved mediation procedure and manage works through the complaint process. The new disclosure policy has also targeted legal fees and spending, reducing and settling historical claims and provided an enhanced communications policy for disrepair.
  • Planned preventative maintenance (PPM): 14% of homes received PPM, resulting in a 30% reduction in drainage-related callouts.
  • New Procurement: Commenced for 2027 to include retrofit and decarbonisation suppliers to meet the council's 2030 carbon targets, continuing the focus on long-term stability for repairs and retro fit targets.

The council has also focused on new services and improvements, including estate action days, drop-in sessions, and a focus on customer satisfaction.

The Agenda for the meeting also included discussions on housing for over 55s and homelessness in the borough. More information can be found in the Public Reports Pack.