Repairs DeskDemo

Repairs inbox, Thu 27 AugBehind the scenesCalls are logged by the contact centre, emails and web forms land in a shared inbox, and texts come through the tenant app. All of them arrive in one queue, as they are written.What is automatedCollecting every report into one queue, whatever the channel.

  1. Phone, 08:12Flat 12, Heron Court"Black mould spreading in the back bedroom. My son's asthma is worse. It's been like this since June."
  2. Email, 09:4014 Mill Lane"Water coming through the kitchen ceiling next to the light fitting, and it's getting worse."
  3. Web form, 11:053 Ash Row"Condensation on the bedroom windows every morning, small patch of mould on the frame."

Today Officers read each one, judge how urgent it is, and track the deadline in a spreadsheet.

Each report read and sortedBehind the scenesA language model reads what the tenant wrote and sorts it into emergency, significant or routine, using the council's own guidance on what counts as each. Anything uncertain goes to an officer, marked as uncertain.In this demoScripted sorting of three invented reports.What it achievesThe legal clock starts on the right track from the first minute, not after someone has read the queue.

  1. Flat 12, Heron CourtSignificant10 working days to investigate
  2. 14 Mill LaneEmergency24 hours to make safe
  3. 3 Ash RowSignificant10 working days to investigate

Flat 12, Heron Court: the clock in working daysBehind the scenesUnder the Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025, the landlord must complete an investigation within 10 working days, beginning the day after it becomes aware (regulation 6). Weekends and bank holidays do not count (regulation 2).In this demoBuilt. The dates here are worked out in code from the regulation, including the August bank holiday.

  1. 27ThuReport
  2. 28Fri
  3. 29Sat
  4. 30Sun
  5. 31MonBank holiday
  6. 1Tue
  7. 2Wed
  8. 3Thu
  9. 4Fri
  10. 5Sat
  11. 6Sun
  12. 7Mon
  13. 8Tue
  14. 9Wed
  15. 10Thu
  16. 11FriDeadline
  17. 12Sat

Investigate by Fri 11 Sep 10 working days, skipping two weekends and the bank holiday

The framework, checked for this jobBehind the scenesEvery contractor on the framework is checked against the job: the right trade, the right area, a valid certificate, their record for finishing on time, and how much work they already hold.What it achievesNo job goes to a contractor whose insurance or accreditation has lapsed, and the choice can be explained to an auditor.Could go furtherBalance work across the framework over the year, and flag contractors whose record is slipping.

  1. Contractor ADamp and mould, North and central94% on time, 11 open jobsCertificate: Expired 14 AugCertificate expired
  2. Contractor BDamp and mould, All areas71% on time, 26 open jobsCertificate: ValidToo slow on time
  3. Contractor CDamp and mould, East and central92% on time, 8 open jobsCertificate: ValidChosen
  4. Contractor DGeneral repairs, All areas88% on time, 5 open jobsCertificate: ValidNot damp and mould

Works order to Contractor C: investigate damp and mould, Flat 12, Heron Court, by Fri 11 Sep. Tenant reports a child with asthma.

Draft letter to the tenant, Flat 12, Heron Court

Our surveyor inspected your home on 3 Sep and found damp and mould in the back bedroom that is a significant hazard. We will start the work to make it safe by Thu 10 Sep. The cause, a failed extractor and cold bridging at the window, will be fixed within six weeks. If anything changes, call your housing officer on the number below.

What the law says the letter must containBehind the scenesRegulation 9 of the Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025 lists what the written summary must say and gives 3 working days after the investigation ends. The draft is checked against that list before an officer sees it.What is automatedDrafting the letter from the surveyor's findings, and checking it contains everything required.What it achievesEvery tenant gets a clear letter on time, and every letter can be shown to the Ombudsman.

  • ✓9(3)(a) Whether a hazard was found, and what it is
  • ✓9(3)(b) The action, with a target timescale
  • ✓9(3)(d) How to contact us

Send by Tue 8 Sep

0open cases
0at risk this week
0past a deadline

Closest to their deadlineBehind the scenesEvery case carries its own clocks, one for each stage the law sets. The list is ordered by time left, and a chaser goes to whoever holds the next step.What it achievesNothing slips because someone was on leave or left. Every case keeps its full history, so a new officer can pick it up cold.Could go furtherPredict which cases will slip from the contractor's current load, before they are at risk.

DM-4437InvestigationContractor C12 hours
DM-4886Safety workContractor B1 day
DM-4542Summary letterContractor C1 day
DM-4680InvestigationOfficer2 days
DM-4502Safety workContractor B2 days
DM-4629InvestigationContractor D3 days
DM-4108Summary letterContractor D4 days

0

reports in the month

0%

investigated within 10 working days

0%

letters sent within 3 working days

0%

safety work started within 5 working days

Every report, clock, order and letter is kept in one record, so the month, the Ombudsman and a new officer all see the same history.AssumptionInvented council and cases. Modelled: report volumes, the share handled on time, chasers and 160 officer hours back in a month.What it achievesThe real figures come from running last quarter's reports through the same clocks.

Damp and mould report

10

working days to investigate

Interactive demo

Every repair report, inside its legal deadline.

Watch it run in 92 seconds, or click through at your own pace. The i buttons show what happens behind the scenes.