HARLOW Council has delivered a dramatic turnaround, transforming its housing repairs service and cutting the longest standard repair waiting times from 270 working days to just 25.

At its Cabinet meeting on Thursday 11 September 2025, Cabinet will consider the new Housing Repairs Policy, which locks in these improvements and sets clear standards to ensure residents get a faster, fairer, and more reliable service.

For many years, tenants were waiting up to nine months for standard repairs, with thousands of jobs piling up and performance at a record low.

Today, thanks to major reforms, decisive leadership, and record investment, the service has been revolutionised with the lowest ever number of tenants waiting for repairs.

Key improvements include:

A historic reduction in wait times: Standard repairs now completed within 25 days, down from 270 in 2023.
Clearance of the backlog of jobs: The number of outstanding repairs is down to the lowest on record.
Emergency response: Critical repairs are completed within two hours with urgent repairs within five days.
Proactive prevention: Aico HomeLink smart sensors are being fitted in every council home to give early alerts for damp, mould, smoke, heat, and carbon monoxide.
Better service for residents: Tenants now 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.

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

“Two years ago, residents were waiting the best part of a year for basic repairs, and the backlog covered over two thirds of council homes – that was simply unacceptable.

“But we have transformed our repairs service meaning that we now have a record low number of outstanding repairs. But today we are going even further with our new policy, which will mean no council tenants in Harlow will be waiting more than 25 days for a standard repair. That’s a monumental shift and a clear sign that we’re delivering on our mission to invest in our housing. This is real, tangible progress, improving lives for tenants across our town and demonstrating each and every day that we are Building Harlow’s Future.”