Croydon Council's Housing Assurance Board has reviewed a Repairs Blueprint
aimed at modernising the service and enhancing the customer experience. The blueprint, developed following consultation with tenants, contractors, and staff, outlines a three-year plan to improve repairs delivery.
During the meeting on Monday, 13 July 2026, board members heard that significant improvements have already been made in key areas. The first-time fix
rate for repairs has increased, with Wates improving from 62% in December 2025 to 84% by April 2026, and Mears showing an upward trend. The number of overdue jobs has also fallen to a new low, and appointment keeping has improved.
Beyond the 'first-time fix' rate, improvements in customer experience are being measured through Tenant Satisfaction Measures (TSMs). The TSM results for the full financial year 2025/2026 showed improvement in 9 out of 12 measures, with notable increases in satisfaction with the overall repairs service, time taken to complete repairs, and the cleanliness of communal areas. Monthly surveys will continue throughout the financial year 2026/2027. The Repairs Contact Centre's average call waiting time and the percentage of calls answered are also being monitored, along with satisfaction with how the Contact Centre deals with repairs.
However, areas for further development were identified, including delays in roofing and scaffold works, and issues with drainage subcontractors. The blueprint aims to address these by diversifying subcontract resources and implementing a weekly scaffold register to expedite progress. The delays in roofing and scaffold works are attributed to 'too many jobs with long held scaffold and delays.' While the client team is reviewing a weekly scaffold register to ensure quick progress, the specific current backlog for these works is not detailed.
Issues with drainage subcontractors have led to delays because 'One subcontractor covering all drainage causing delays.' The strategy to address this is to 'Increase and diversified subcontract resource,' though specific new subcontractors being considered are not named.
Enhancements to leak detection processes and customer communication are also planned. For leak detection, contractors will be asked to stay on site until a leak is found, and a new escalation process will alert the client if a leak cannot be found or remedied. Improved mitigation systems like leak diverters are being used, and the no-access process has been improved. A leak dashboard is being built to track active leaks and subsequent making good work. For customer communication, refresher training for staff and contractors is planned, with exploration of frequent flyer data to identify residents who may need additional support.
Matt West, Director of Housing Assets and Repairs, highlighted the ongoing efforts to improve the service, including the introduction of mobile working for surveyors and a focus on Awaab's Law compliance. Good progress is being made on Awaab's Law compliance, with training on HHSRS for all surveyors scheduled for August/July. The team is considering how to adjust for the increase in hazards covered by Awaab's Law Phase 2 and is piloting the use of heat monitors. The projected timeline for full compliance is not explicitly stated.
The service is also reviewing its approach to legal disrepair cases, aiming to become more proactive in addressing claims and reducing settlement costs. The strategy involves early assessment and mitigation of cases, increased use of experts for diagnosis, and closing old cases. Delays in issuing works to contractors are being reduced, with the backlog of repairs works expected to be clear by April 2027. A new 'No Access' policy and improved evidence gathering for injunctions are in place. Monthly meetings between the Repairs and Legal Teams are held to improve the process. Delivering all legal disrepair works is forecasted to put a pressure on the budget of £4.8m, implying that proactive delivery will help minimise settlement costs.
Further details on the meeting can be found in the Public reports pack and the Agenda frontsheet.
