Hammersmith and Fulham Council is set to procure a new borough-wide housing repairs service, aiming to improve residents' customer journey and offer long-term stability to the council's repairs supply chain. The objectives of this procurement are to continue the recovery of the repairs service for day-to-day repairs, void works, emergencies and communal areas.
The decision was made at a Cabinet meeting on 10 November 2025, where councillors approved a
The council has a legal obligation to ensure it has compliant arrangements in place to deliver these services. A competitive procurement process, using the competitive flexible procedure, has been identified as the most appropriate route to market, ensuring financial efficiency and enabling the council to deliver the highest quality service to its tenants and residents. The lotting structure of this procurement is aimed at providing greater opportunities to SMEs whilst balancing the Council operational requirements for effective delivery. The introduction of smaller specialised contracts will not only provide the Council with more capacity but will also attract a mixed market of both large and SME suppliers.
The proposed lotting structure for the new contracts includes:
- Lot 1: North - Direct Labour Organisation (DLO) – SLA Repairs
- Lot 2: Central - Contract – Repairs and Voids
- Lot 3: South - Contract – Repairs and Voids
- Lot 4: North* - Contract – Disrepair and Complex Works
- Lot 5: South* - Contract – Disrepair and Complex Works
- Lot 6: North and Central - Contract – Damp and Mould
- Lot 7: South - Contract – Damp and Mould
- Lot 8: Borough-wide - Contract – Drainage
The contracts will run for a minimum of three years, with options for two further extensions of two years and one year, potentially extending the contracts to a maximum of six years, subject to good performance. The council is obliged to set and publish at least three Key Performance Indicators (KPIs) for the contract. The KPIs may include, but not be limited to:
- Emergency attendance within 2 hours
- Completion of orders to meet the priority codes
- Resident satisfaction
- 20% of all day-to-day works will be audited. If snagging is required, the supplier has 3 working days to resolve and evidence
- Void turnaround times
- Planned preventative maintenance programmes completed on time; and
- Scaffolding struck within set notice periods.
Each contract will back up another contract, reducing the risk of service failure and providing attractive contract opportunities to the market for SME's and larger suppliers. It will also allow their own DLO to deliver internal responsive repairs to ensure there is a mixed approach to delivering repairs.
At the same meeting, the Cabinet also approved the extension of the Repairs and Maintenance South Area Contract with Mears Ltd for two years, from 1 August 2025 to 30 July 2027. The
The repairs service has continued to engage with residents concerning not only the performance of individual suppliers, but also the residents' journey and experience of the service. In January 2025 the Customer Journey map was presented to the Fire, Building Safety, and Repairs Working Group (FRAG). Following minor revision, it was approved and will continue to form the cornerstone of continuous improvement for the repairs service.
Councillor Frances Umeh, Cabinet Member for Housing and Homelessness, presented the
