Effective Management of Repairs and Maintenance


Social Housing providers spend several billion pounds per year repairing and maintaining heir housing stock. Not only is it their most significant means of revenue it is also their greatest asset. It represents the area in which they can give the most tenant satisfaction. Helping staff understand the importance of this area of service is essential as they are often judged solely on how well they do this..

Learning Outcomes

  • Understanding what makes a home legally habitable
  • Understanding the differences in the right to repair for both tenants and leaseholders
  • Identify Repairs that fall outside of the landlords remit
  • Identify Common repair requests and remedies
  • Raising a repair request and working with contractors
  • Identify Repair inspections and post-inspection regimes
  • Identify Complex repairs and working with surveyors and specialists
  • Identify and deal with Disrepair and Decanting
  • Effectively managing service failure, complaints, and requests for compensation
  • Assertively managing difficult customers and managing expectations
  • Identify Customer feedback mechanisms for continuous monitoring quality and satisfaction
  • Educating residents on preventative actions and on completing minor repairs
  • Maintenance, resident scrutiny and involvement opportunities

Training Methods

All courses use various methods of engagement including Presentations, Q and A, Case studies, Group discussions, Short Films and Course hand-outs.

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