SIX weeks ago, Harlow Council introduced a new Housing Repairs Policy, cutting the longest standard repair waiting times from 270 working days to just 25. The policy was designed to lock in dramatic improvements to the repairs service over the past two years and set clear standards to ensure residents receive a faster, fairer, and more reliable service.

Now, just six weeks on, the number of outstanding repairs has fallen to the lowest level ever recorded, marking a historic turnaround for the town’s council housing services.

For years, tenants faced an average wait of nine months for standard repairs, with thousands of jobs piling up and service performance at a record low. Today, thanks to major reforms, decisive leadership, and record investment, the service has been transformed.

Key improvements include:

• Historic reduction in wait times: Standard repairs are now completed within 25 days, down from 270 in 2023.
• Clearance of the backlog: Outstanding repairs have fallen to the lowest level on record.
• Emergency response: Critical repairs are addressed within two hours and urgent repairs within five days.
• Proactive prevention: Every council home is being fitted with Aico HomeLink smart sensors, providing early alerts for damp, mould, smoke, heat, and carbon monoxide.
• Enhanced resident support: Tenants receive clearer communication, faster updates, and priority support for the most vulnerable.
• Record investment: £51 million is being invested this year to upgrade homes and improve long-term maintenance as part of an overall housing budget of £137 million this year.

Councillor David Carter, Cabinet Portfolio Holder for Housing, said:

“Six weeks ago, we introduced our new Housing Repairs Policy, and the results speak for themselves. Week on week, the number of outstanding repairs continues to fall, with jobs completed far quicker than ever before. This shows just how far we’ve come in transforming our repairs service.

“This is another clear sign that we’re delivering on our mission to invest in housing. These are real, tangible improvements that are improving lives for tenants across Harlow and demonstrating each day that we are Building Harlow’s Future.”