In our sector, few subjects stir quite as much debate as repairs. From tenant dissatisfaction to growing backlogs, reactive maintenance remains a persistent challenge for housing providers. It’s the number one source of complaints, the largest area of expenditure and a major influence on tenant satisfaction scores and therefore regulatory ratings.
What if our sector could turn these pain points into a pathway for transformation? With new technologies reshaping service delivery, repairs are evolving from reactive to a proactive driver of operational excellence and resident satisfaction.
Welcome to the age of intelligent repairs.
A broken system?
Recent data from the Regulator of Social Housing paints a sobering picture: 50 per cent of housing providers (as assessed) have received a C3 or C4 rating, well below the threshold expected by the new consumer standards. The underlying reasons behind these low ratings are only too familiar – health and safety failings, data inaccuracies, out-of-date maintenance records, repair backlogs and weak handling of complaints.
From changing a tap to systemic change
Let’s imagine a typical tenant with a leaky hot water tap. It’s not an emergency but it will increase their utility bills with the unnecessary consumption of hot water. In the traditional process, they would call the contact centre, wait on hold, be given an appointment slot and then often have to chase updates. The repair takes weeks and communications are patchy at best.
Now picture a smarter scenario. The tenant logs into their tenant portal and is guided through a visual diagnostic tool. They select an appointment that suits them, receive a confirmation instantly and then get live tracking on the day of the appointment, complete with the operative’s photo and ID. The repair is completed first time because the operative arrives with the correct parts, thanks to effective stock management.
The difference is stark, not just for the tenant but also for the organisation managing their home.
Technology that listens, learns and acts
At the heart of this transformation is the convergence of data, automation and mobile technology. These innovations don’t just make things faster, they make them smarter – here are just a few examples:
- Real-time communication & scheduling – From MRI’s own Find My Engineer tracking to instant appointment confirmations and updates, tenant communication now mirrors the seamless experiences residents expect in their consumer lives.
- Self-service portals & diagnostics – Empowering tenants to log and manage repairs via intuitive portals reduces inbound call volumes and frees staff to focus on high-priority cases. Visual diagnostic tools also ensure the right operatives and the right equipment are dispatched.
- Mobile workforce, doorstep appointments & smart stocking – Operatives equipped with mobile devices receive job information in real-time, complete on-site surveys (e.g. for damp and mould), and raise and offer appointments for follow-up work before leaving the property. Accurate van stock and location-based tools streamline repairs and reduce repeat visits.
- IoT & predictive maintenance – With IoT sensors monitoring humidity and temperature, housing providers can identify mould risks before tenants report them. These triggers can escalate automatically from a simple SMS to scheduling a surveyor’s visit, reducing disrepair claims and improving health outcomes.
- Intelligent data & business dashboards – Platforms such as MRI’s Agora Insights can aggregate data from across a housing provider’s ‘data ecosystem’ in order to surface trends through intuitive dashboards. Whether tracking tenant satisfaction or flagging underperforming operatives, decision-makers get the visibility they need to act fast.
Awaab’s Law and the new consumer standards
Awaab Ishak’s tragic death highlighted the real-world consequences of missed maintenance and poor communication. New consumer standards and legislative frameworks are rightly demanding faster responses, better data and greater transparency.
However, technology isn’t a silver bullet; what matters is how it’s implemented.
It starts with strong foundations – accurate data, consistent workflows and well-trained staff. Once these foundations are in place, housing providers can confidently layer on the tools that make a difference, such as automation, IoT and mobile solutions, without overcomplicating the process.
Lorna Given, MRI Software’s director of product management, said, “Let’s not overcomplicate it. Get the basics right. Build on that.”
Efficiency meets empathy
Smart repairs and maintenance solutions are more than just operational upgrades; they’re about dignity, trust and quality of life.
For tenants, it means fewer delays, more control and a sense that their voices are being heard. For housing providers, it means fewer no-access visits, greater efficiency, increased tenant satisfaction and better regulatory outcomes.
The repair revolution has arrived
This isn’t about bells and whistles. It’s about getting repairs done better, faster and more efficiently. It’s about turning operatives into front-line ambassadors, leveraging real-time data for smarter decisions and staying one step ahead of disrepair claims and regulatory penalties.
The future of repairs in social housing isn’t just about fixing taps. It’s about building trust, and that’s something worth investing in.
Deborah Matthews is the managing director for social housing and vice-president of product management at MRI Software.
