Landlords
A clearer repairs service from first report to resolution
HomeHub helps housing providers connect resident reporting, housing-team activity, contractor updates and repair outcomes in one clearer process.
Give residents a simpler way to report problems, keep teams informed and maintain visibility across every property, repair and escalation.
Clearer reporting. Better communication. Stronger oversight across your repairs service.
Kitchen · Leak under sink
Assigned to
Reported
Allocated
In progress
Resolved
2 previous reports for this property — flagged for review
Why repairs go wrong
Repairs become harder when information is fragmented
Most repairs involve more than one person, team or system.
A resident may report an issue by telephone. Notes are passed to a housing officer. A repair is allocated to an internal team or external contractor. Updates arrive through email, spreadsheets or separate contractor systems. The resident calls again because they do not know what is happening.
Each step may work on its own, but the complete repair journey can become difficult to follow.
HomeHub creates a clearer connection between the resident, the housing provider and the repair process — a more consistent view of what has been reported, what action has been taken, who is responsible and what needs to happen next.
What can go wrong
- Important information may be missing from the original report
- Ownership of the repair can become unclear
- Updates may not reach the resident
- Repeat issues may be treated as separate jobs
- Overdue actions may only become visible after a complaint
The repair journey
Manage the complete repair journey more clearly
HomeHub supports the repair from the resident’s first report through to the final outcome — not to replace every repairs, contractor or asset-management system, but to make the journey easier to understand, manage and communicate.
Better information from the beginning
Residents report a problem through a clear digital journey and provide the information needed to understand the issue.
A consistent record of every report
Each repair is categorised, time stamped and retained as part of the property and resident history — a consistent starting point for whoever reviews it next.
Clearer allocation and ownership
Repairs are directed to the relevant team, contractor or responsible person. A visible record of ownership reduces uncertainty about who takes the next action.
Progress updates throughout the repair
Housing teams record changes as work progresses and keep residents informed — status changes, appointment information or requests for further detail.
Escalation when progress stalls
Repairs that are overdue, repeated or require management attention are identified for further review before they become harder to resolve.
Confirmation and final resolution
The repair history shows what action was completed, when, and how the case was closed — informing any future report that the problem has returned.
Faster resolution
Reduce avoidable delays
Faster resolution is not only about how quickly someone attends a property. Delays often begin earlier, when the original report does not contain enough information, the issue is sent to the wrong team or responsibility is unclear.
Capture the right detail sooner
Photographs, descriptions and property information help teams understand the issue before deciding what needs to happen next.
Make responsibility visible
Clear ownership helps teams understand who is responsible for the next action and where progress has stalled.
Keep the history accessible
Staff can see previous updates and actions without rebuilding the story from several different sources.
Prioritise higher-risk concerns
Clear categorisation and escalation routes help teams identify which cases need faster review or management oversight.
HomeHub supports faster action by making the information, responsibility and repair status easier to see.
Fewer routine enquiries
Reduce routine repair calls
Residents often contact their landlord because they do not know what is happening. These are reasonable questions, but answering them repeatedly places additional pressure on housing and contact-centre teams.
HomeHub helps residents follow the progress of their repair through clearer confirmation and status updates — reducing the need to chase routine updates and giving teams more time for cases that require direct support. Phone, face-to-face and assisted routes stay fully available alongside it, so residents can always choose the way that suits them best.
Residents can understand
- Whether their report has been received
- What is expected to happen next
- Whether the status has changed
- Whether an appointment or visit is required
- Whether more information is needed
- Whether the repair is complete or remains open
Portfolio visibility
See repairs across your whole portfolio
Individual repair records are important, but housing providers also need to understand what is happening across the wider service. HomeHub can support visibility across:
Turn repair information into practical decisions
Portfolio-wide information can help managers answer questions such as:
- Where are repairs becoming overdue?
- Which properties have experienced repeated issues?
- Are particular repair categories increasing?
- Which cases require management intervention?
- Where are residents waiting for an update?
- Are there recurring problems within a building or estate?
- Which teams or contractors have the highest open workload?
The value is not simply having more data. The value is being able to identify problems sooner, focus resources more effectively and understand how the repairs service is performing across the organisation.
Portfolio Overview
Q4 2024
Open Repairs
12
23% fewer
Compliance
98%
+2 pts
Engaged Residents
847
+14%
Avg. Resolution
3.2d
1.8d faster
Repairs this month
Illustrative view. Figures shown are for demonstration only.
Resident communication
Keep residents informed at every stage
A repair is also a communication journey. Even when repair activity is progressing, the resident may feel that nothing is happening if updates are unclear or inconsistent. Clear communication helps set expectations and reduces uncertainty — see how this connects to resident engagement more widely.
For residents
- Greater confidence that the issue has been received
- Less need to repeat the same information
- Clearer expectations about the next step
- Easier access to previous updates
- Less frustration while waiting for progress
- A more transparent repair experience
For housing providers
- More consistent communication
- Fewer gaps between teams
- Less reliance on individual staff remembering to update
- A clearer record of what the resident was told
- Fewer routine calls asking for progress
- Stronger evidence when reviewing a complaint
For urgent, sensitive or complex cases, a member of the housing team is always on hand to step in directly.
Escalation & risk
Identify overdue and escalating repairs sooner
An appointment may be missed. A contractor may be unable to complete the work. A resident may report that the problem has returned. Without structured escalation, these cases can remain unresolved until the resident contacts the landlord again or raises a formal complaint.
Clear escalation routes help teams decide who should review the case, what follow-up is required and when further action should take place — surfacing warning signs sooner, supporting earlier intervention and giving managers a clear record of how the issue was handled.
Escalation triggers
- Actions that have become overdue
- Repairs with no recent progress
- Repeated reports about the same issue
- Missed or failed appointments
- Problems that return after previous work
- Recurring issues affecting the same property
- Damp, mould, leaks or other concerns needing closer review
- Cases where the resident has not received an update
- Repairs requiring specialist or management involvement
Repeat issues
Recognise repeat repairs and underlying problems
A completed repair does not always mean the underlying problem has been resolved. When each repair is viewed in isolation, the wider pattern can be missed.
HomeHub helps housing teams maintain a clearer repair history for the property, making it easier to identify:
- Repeated reports from the same home
- Recurring repair categories
- Previous actions and outcomes
- Repairs that addressed a symptom rather than the cause
- Issues that return after work has been completed
- Patterns that may require a survey or further investigation
For the resident, this means they are less likely to feel that each report is being treated as though it has never happened before.
Willow Court — Flat 3
Repair history
Kitchen leak reported
12 JanLeak returned under sink
3 MarLeak reported again
19 JunPattern flagged for investigation
Team & contractor coordination
Improve coordination between teams and contractors
Repairs often pass through several hands — contact centre, housing officer, repairs team, contractor, surveyor. Every handover creates an opportunity for information to be delayed, duplicated or lost. HomeHub creates a shared, visible repair record that supports better coordination between the people involved.
Clearer allocation
Better handovers
Less duplicated administration
More consistent status information
Easier follow-up
Clearer accountability
A retained record of communication and action
Improved visibility across teams
HomeHub does not need to replace specialist scheduling, contractor management, procurement or invoicing systems to add value. It sits alongside existing processes and makes the resident-facing repair journey easier to understand.
Inclusive service
Support an inclusive repairs service
Digital reporting can make repairs easier for many residents, but it should form part of an inclusive service. Some may prefer an app because they can report an issue at a convenient time and revisit the information later. Others may need telephone, face-to-face or assisted support — HomeHub should complement these routes rather than remove them.
A clear digital record can also support staff helping a resident through another channel, recorded consistently and connected to the same repair journey.
Summary
A more controlled repairs service
HomeHub gives housing providers a clearer way to connect resident reports, operational activity and repair outcomes.
Clearer repair ownership
Teams understand who is responsible and what action is expected next.
Better reporting information
Residents provide clearer details at the start, helping teams assess and allocate the repair.
Reduced routine administration
A consistent digital record reduces reliance on separate notes, emails and repeated data entry.
Fewer avoidable progress enquiries
Residents can see relevant updates without needing to contact the housing team each time.
Earlier identification of repeat or overdue cases
Repair histories and escalation routes make it easier to recognise where attention is needed.
Stronger evidence
Housing providers maintain a clearer record of reports, updates, actions and outcomes.
Better portfolio oversight
Managers can see repair activity across properties, teams and service areas.
More consistent resident communication
Residents receive clearer information throughout the repair journey.
Give your repairs teams a clearer view
See how HomeHub could support your existing repairs process, improve resident communication and help teams identify overdue or repeated issues sooner.
We will work with you to understand the current repair journey, identify gaps in visibility or communication and explore how Resolve could fit alongside your existing teams and systems. Have implementation questions first? Visit our FAQs.