Introducing repairs completion satisfaction reports
The outcome of this report is to understand how efficiently and effectively a housing organisation's repairs department are diagnosing repair problems and planning for their rectification. The published results empower customers to accurately assess whether they are receiving a 'right first time' service compared to national and sector benchmark figures.
The report measures the number of repairs completed right first time (i.e. those where no re-work or unscheduled follow-up visits are required) as a percentage of the total number of repairs completed in the defined reporting period.
A 'first time' repair is defined as one completed by the trades person without the need to return, either because the repair was inaccurately diagnosed or the operative was unable to fix the problem. Excluded from the calculation are instances where a tenant has failed to grant access and also pre-inspection visits.
The derivation of the report uses the formula (X / Y) * 100, where:
X = the total number of repairs completed right first time within the defined reporting period
Y = the total number of repairs completed within the defined reporting period.
By way of example, if say in the first three months of the year, 500 repairs were completed by the housing organisation, of which 250 were completed right first time, the percentage of right first time repairs within that period would be calculated as: (250 / 500) * 100 = 50%.
See related topics...
Repairs analysis reporting overview