Getting it right first time – First Time Fix Rate

Huws Gray Partnership Solutions on why first time fix rates are more important than ever in social housing

For social housing providers, few metrics are as important as first-time fix rates.

But behind what appears to be a fairly straightforward operational KPI is a complex web of considerations that include tenant satisfaction, compliance risk, cost management, workforce efficiency and, ultimately, reputational trust.

Here, Lyndon Johnson, Managing Director of Huws Gray Partnership Solutions, a leading supplier to the public sector repairs and maintenance industry, explains why getting repairs right first time is increasingly essential in an era of tightened budgets and regulatory constraint.

Counting the costs of repeat visits

Whether it’s a missing part or incompatible stock specification, delays to repairs that necessitate repeat visits can quickly compound costs across administration, scheduling, transport, materials and tenant disruption.

For housing associations and councils managing potentially thousands of properties on ever-diminishing budgets, even marginal improvements to fix rates can ultimately translate into significant longer-term financial savings. Perhaps even more importantly, improved fix rates also improve the human cost of repairs, with quicker resolution of problems helping to minimise an issue’s impact on the tenant’s quality of life.

Considering compliance

The regulatory landscape for the social housing sector is increasingly tightening. Recent legislation, such as the Social Housing (Regulation) Act 2023 and the introduction of Awaab’s Law are shifting expectations from a reactive repair mindset to one that mandates proactive accountability.

The outcome of this legislative shift is that landlords and housing providers must demonstrate not just responsiveness but the provision of effective solutions within clearly defined timeframes.

In instances where repeat visits are required, the risk of non-compliance is heightened – a factor that can carry significant financial and reputational risk.

Making the case for integrated suppliers

One of the most frequently overlooked barriers to an improved first-time fix rate is a fragmented procurement process. When providers use multiple suppliers that may be operating to different product specification frameworks with disjointed ordering systems and stock availability, the risk of errors and delays exponentially increase.

When repair operatives don’t have certainty over product availability or access to a consistent supply of compliant materials, mistakes and therefore repeat visits become more likely.

The arguments for a consolidated procurement process are clear. By using a single supplier, housing providers and landlords can better guarantee standardised specification across stock, ensure product compatibility, centralised data and reporting, more seamless logistics and enhanced visibility of stock lead times, making planning ahead much easier. This enables providers to keep their tenants better performed, ultimately helping improve end-user satisfaction.

Data, visibility and smarter planning

An integrated supply is about more than just reducing the number of suppliers, however. It can also grant better insight that can help providers improve efficiencies throughout their operations.

By utilising aligned systems, housing providers are afforded better visibility into a range of important metrics including product usage trends, common failure points, asset lifecycle performance and regional demand patterns.

This data allows for smarter van stock profiling, improved forecasting and targeted preventative maintenance — all of which feed directly into higher first-time fix performance.

In a sector increasingly focused on asset intelligence and digital transformation, integration is becoming a foundation for smarter housing management.

Prioritising the tenant experience

The primary stakeholder in all of this is, of course, the tenant whom is living in the property that requires repair. If the repair is significant, their quality of life may be being seriously compromised until it is resolved.

If that repair takes time and requires multiple visits, their trust in their landlord or housing provider can be seriously compromised and can lead to serious complaints or even legal or compensatory action.

Simply put – in the context of heightened scrutiny on tenant voice and transparency, repeat repairs risk becoming reputational issues.

Improving first-time fix rates signals operational competence, and, importantly, respect for residents’ time and wellbeing.

Turning pressure into opportunity

It’s no secret that the social housing sector is facing hitherto unprecedented levels of scrutiny at a time when it’s budgets are under forensic review.

Improving first-time fix rates undoubtedly requires careful attention, but it goes beyond just operational considerations. Improved fix rates have a quantifiably positive impact on resources, compliance with regulatory expectations and the dignity and satisfaction of residents.

An integrated approach to supply, via strategic, single-source supply models, is a practical, scalable way of achieving better first-time fix rates. At a time when every second and penny has to be accounted for, repeat visits are a drain that providers should be actively tackling.