Repairs & Operations
The biggest gains aren't coming from doing more. They're coming from doing it right first time — through better diagnosis before the visit, smarter scheduling, and data that gives operatives what they need before they arrive.
Organisations like Stroud Council, working with Totalmobile, are achieving over 90% first-time fix rates by giving operatives better information before they arrive on site. Platform Housing cleared a 14,000-job post-pandemic backlog by connecting Plentific's contractor marketplace into their existing operation — without replacing any core system. Orbit Housing Association deployed Keyfax repair diagnostics across 45,000+ homes — scripted diagnostic tools that ensure repairs are categorised correctly at first contact.
The pattern is consistent: better data before the visit, better outcomes from it. Drone technology is changing inspection economics too. Consortiq reduced inspection costs at Gentoo Group by up to 75%. Coventry City Council is using AI-powered drone thermal imaging with Kestrix to map heat loss across thousands of homes.
For residents, this translates into fewer missed appointments, faster resolutions, and less disruption. For landlords, it creates capacity — time and money that can be reinvested rather than spent managing the same problems repeatedly. This is where the gap between reactive and data-led organisations is most visible — and most measurable.
Case studies
Written-up examples from UK housing providers, with named organisations and measurable outcomes.
Connected Plentific's digital contractor marketplace into their existing repairs operation to address a backlog of around 14,000 jobs following the pandemic. Within 24 hours of going live, all 500 jobs in the first batch had received quotes.
Average repair completion time reduced by 26%. Customer wait time fell by 17 days. 30 new local contractors engaged through the platform, without replacing the existing housing management system.
Implemented a configurable cloud-native housing management system (Huume) following the merger of five councils, allowing staff to update processes without relying on a supplier for every change.
80% reduction in time to process void properties. Removed manual tasks including paper scanning. Managers gained real-time visibility of demand and performance across the merged organisation.
Implemented Omfax's Keyfax repairs diagnostics to provide call centre staff and residents with intelligent, scripted diagnostic tools — ensuring repair requests are accurately categorised at the first point of contact.
Enhanced repairs diagnostics across 45,000+ homes. Reduced incorrect call-outs, ensuring contractors arrive with the right skills and equipment to complete the job first time.
Also worth reading
Further examples from the Proven Public database — not yet written up in full.