This discovery aimed to define a common service pattern for housing repairs and understand barriers to adoption of digital repairs services. The project also explored which service elements are best suited to self-serve, how best to use technology to improve the service and how a service pattern can be mapped to the Housing Associations’ Charitable Trust (HACT) repairs data standard.
There are 1.6 million socially rented properties in England. Councils are responsible for providing repairs to those properties. For most organisations, this is a high volume service which generates large numbers of phone calls to the council. Digitising the housing repairs reporting service could provide tangible savings from channel shift, however, even where online channels exist take up with users tends to be relatively low.
The project aimed to produce a reusable kit to accelerate the development of digital repairs services across the public sector.