Housing Software Feature


Technology 33


Technology’s critical role in tackling housing repairs


As housing repairs surge and insourcing rises, Dave Carr of Propeller, explains why embracing technology is essential for social landlords and their contractors.


H


ousing providers in England are spending record amounts on repairs and maintenance, with expenditure exceeding £8.8bn in 2023-2024, according to the Regulator of Social Housing. Rising volumes of


responsive and compliance repairs, fi re remediation, and building safety work are behind the surge. As tenants’ expectations increase, fi nancial pressures mount, and regulatory


demands tighten, including the enforcement of Awaab’s Law from October 2025, the sector must improve effi ciency. Underperforming repairs and maintenance operations not only waste time and money but compromise tenants’ safety and wellbeing.


THE INEFFICIENCY CYCLE Manual job scheduling and poor contractor management are among the biggest causes of ineffi ciency in repairs and maintenance. Relying on Excel spreadsheets to organise visits is time consuming,


prone to errors and oſt en fails to allocate the right resources. Engineers may be assigned to jobs that do not match their skillset or they are not prepared for, increasing the risk of incomplete repairs. More complex jobs, requiring the coordination of multiple trades, are oſt en put on the back


burner, causing further backlogs. Ineffi ciency then fi lters through a repairs and maintenance operation, and snowballs, as performance is not properly monitored. If service level agreements are not met, contractors are rarely held accountable and remedial actions oſt en lack the urgency needed to drive real improvements.


THE SHIFT TO DIRECT LABOUR ORGANISATIONS (DLOS) To regain control and improve service levels, an increasing number of social landlords are bringing repairs and maintenance in-house through DLOs. By reducing reliance on private contractors, DLOs can improve cost effi ciency, enhance tenant satisfaction and help achieve compliance with new regulations, including Tenant Satisfaction Measures (TSMs). But for DLOs to be eff ective, adopting new technology is no longer optional


– it is essential. Relying on outdated repairs and maintenance management processes will hinder progress and fail to resolve long-standing issues plaguing the sector. Selecting the right type of technology is crucial too. If it is going to take a year


to fully integrate a new system, it is not fi t for purpose, especially for a DLO that needs to mobilise quickly.


Housing Management & Maintenance June/July 2025


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