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The Chartered Institute of Housing is the independent voice for housing and the home of professional standards

Improving Repairs and Maintenance Services: a good practice guide


Improving Repairs and Maintenance Services: a good practice guide


Improving Repairs and Maintenance Services: A Good Practice Guide explores ways in which housing organisations can work more efficiently, improve performance and increase customer satisfaction with the repairs and maintenance service.

While good quality repairs and maintenance services and robust asset management strategies remain a core function of all housing organisations, the Guide recognises that the environment in which these services are delivered continues to go through significant change. The Guide helps organisations understand the impact of these changes and considers how services can be shaped and delivered to respond to these challenges both now and in the future.

The Guide supports housing organisations to:

  • Position their services in relation to the wider policy context
  • Deliver a customer focused repairs and maintenance service
  • Understand what factors influence a quality responsive and void repairs service
  • Understand the drivers for demand for services
  • Optimise the use of planned maintenance programmes
  • Integrate asset management strategies with investment and business plans
  • Consider the various options for procuring and delivering repairs and maintenance services
  • Measure service quality
  • Review and develop services to improve performance and meet new challenges


978 1905018 50 5 


Andrew Thomas

What's inside

  • Chapter One: Introduction
  • Chapter Two: The policy context
  • Chapter Three: Customer focus
  • Chapter Four: Responsive and void repairs
  • Chapter Five: Planned maintenance
  • Chapter Six: Asset management
  • Chapter Seven: Delivering the service
  • Chapter Eight: Measuring service performance
  • Chapter Nine: Service review and development
  • Chapter Ten: Key points

Published by

CIH jointly with the Housing Corporation.

It is also supported by Communities Scotland and the Welsh Assembly Government and is sponsored by Kier Group plc.




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