Housing repairs online

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.

Project outputs

All Local Digital Fund Discovery projects were asked to provide the following information at completion:

  • User research report
  • Benefits case
  • Recommendations for next steps

In April 2019, the project team submitted the following documents. The Local Digital Collaboration Unit are currently reviewing these and feedback will be published here later in May.

If you cannot access these documents, please contact the Local Digital team to receive them in an alternative format.

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