Monday, 09:10. Overnight and this morning's incoming, your live queue and today's statutory clocks. Reports are streaming in from the Sightline resident app now.
Needs attention now
Prioritised by clock, risk and vulnerability. Six things want a decision.
Live from the resident app
LiveLast reports arriving with photos, guided fault data and a Sightline diagnosis attached.
Appointments today
Jobs by priority (open)
Statutory clocks
Repairs demand, last 10 days
Reports per day. Resident-app share is rising as more residents move off the phone.
Operative diary · dynamic dispatch
Jeopardy management
Jobs that will breach target on the current schedule. A make-safe job in jeopardy is a statutory risk under the Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025.
Absence reassignment
On leave Dawn Foster (Plumbing, DLO) · 4 jobs need cover today.
Benchmark: dynamic scheduling can cut wasted travel and lift productivity by up to 25%, but planners routinely override black-box automation. Sightline proposes, the planner decides.
Unallocated · needs booking 4
Today at a glance
Live status updates from the operative mobile app
Skills & coverage today
Productivity & quality
| Operative | Jobs/day | First-time fix | Post-insp pass |
|---|
Low first-time fix is usually a preparation problem, missing parts or the wrong trade sent, not operative ability. The app-triage packet (right SOR, photos, parts hint) fixes the inputs.
Van stock & first-time fix
Why first visits fail, by cause. Good triage data upstream removes most of these before dispatch.
- • SOR-mapped fault → right trade sent
- • Photos + guided data → parts hint for van load
- • Access + vulnerability notes → fewer no-access repeats
- • Two-person / drying-time flags → booked correctly first time
Benchmark: technicians fail to fix on the first visit around 60% of the time due to missing parts or wrong skills, not ability. A failed first visit roughly doubles a ~£170 job. Right trade, right parts, right context is a data problem.
The Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025 (SI 2025/1042) are live since 27 October 2025 for damp, mould and emergency hazards. Every report is now a legally clocked event. Working days are counted from the day after the trigger; the 24-hour emergency band is calendar hours.
Statutory clocks
Open hazard cases with a per-stage countdown. Click a row for the full statutory case file.
| Case / property | Resident | Hazard | Stage | Statutory clock | Next action |
|---|
Phase readiness
Damp & mould caseload
New cases per 1,000 homes, last 6 months.
Open caseload by stage
Complaint handling and disrepair are now statutory clocks. The Housing Ombudsman Complaint Handling Code sets response deadlines in working days; the disrepair pre-action protocol gives 20 working days to respond and disclose records. Repairs drive 45% of complaints, and disrepair claims are up 392% since 2020. The repair record is what answers both.
Complaints with a clock
Open complaints against their statutory response deadline. Click a row for the file, the linked repair record and a grounded response drafter.
| Ref / stage | Resident | Summary | Response clock | Linked repair | Handler |
|---|
Disrepair claims
Pre-action protocol claims. Each has 20 working days to respond and disclose the repair records that date the landlord's knowledge.
| Ref | Property | Respond + disclose | Claimant solicitor | Linked |
|---|
The escalation story: 22 Sneinton Dale
One property, one resident, travelling from a report to a claim. Every step is the same underlying repair. Catching it early, with a good record and honest communication, is what stops it becoming a claim.
The money argument: the same repair costs a mould wash early, or damages plus legal costs late. The break point is step 2. A time-stamped record and a call back at the missed-update stage stops the escalation before a solicitor is ever involved. When it does reach a claim, that same record is the defence.
Cost of failure
Why record-keeping wins
- ✓Dates the landlord's knowledgeThe s.11 knowledge date bounds the period damages can run from.
- ✓Assembles disclosure in minutesOne property record, not a search across systems, answers the protocol request.
- ✓Shows reasonable actionAttempts, visits and updates logged, the honest picture a court expects.
The single view of a home: its record, its people, its compliance and every open case in one place. An accurate record at individual property level is what stops a report becoming a complaint becoming a claim.
Property risk summary
Open hazard, open complaint and open disrepair claim all live on this address at once. The single view is what stops them compounding.
Resident
Secure tenantVulnerability flags · dynamic, reviewed on a schedule
Agreed reasonable adjustments · Equality Act anticipatory duty
Compliance certificates
This propertyThe property-level register behind every statutory clock. One certificate is due soon.
Repair history
the record · 9 jobs, 3 years| Date | Trade / works | Ref | Outcome | Cost |
|---|
Open cases
3 live, cross-linkedHazard, complaint and disrepair are the same underlying problem, seen from three doors. Cross-linked so nothing is worked in isolation.
Asset & sensor
components · monitoringCommunication timeline health
Satisfaction tracks whether residents feel kept informed, not just whether the repair was done. The gap below is the cost of chasing and waiting.
Automated resident journey
A three-touch SMS cadence plus a satisfaction check, sent automatically for every booked job. Reminders cut missed visits by 30 to 50%.
- 1 · On booking“Your repair is booked for Thu 24 Jul, 09:00 to 12:00. Reply C to confirm or R to rebook. Ref WO-3008795.”Delivered 99.1% · confirmed 74%
- 2 · Evening before“Reminder: your repair is tomorrow morning, 09:00 to 12:00. Please make sure someone aged 18+ is home.”Delivered 98.6% · read 81%
- 3 · Operative en route“Lee is on his way and will be with you shortly. Track his arrival here: [live link].”Delivered 97.9% · link opened 62%
- 4 · Post-job satisfaction check“Is your repair fixed and were you happy? Reply 1 (poor) to 5 (great). Your feedback helps us improve.”Response rate 38% · auto-escalates 1 and 2 star
Message centre
| Time | Resident / job | Channel | Message | Status |
|---|
Satisfaction & auto-escalation
Recent post-job survey responses. A 1 or 2 star reply auto-creates a callback task or complaint, catching dissatisfaction before it becomes formal.
Accessibility & preferences
Drawn from the resident app profile, so every contact meets the anticipatory Equality Act duty. Evidenced on the record.
Head of Repairs & Maintenance view. Sarah Deakin. The regulatory picture, the KPI canon against sector benchmarks and the money tied up in avoidable failure demand. Every figure on this page links to its underlying record, so a board pack or an RSH return is evidenced, not asserted.
Headline performance
vs sector median, last 6 months trendRepairs KPI canon
The operational measures a repairs service is judged on, each against benchmark with a RAG status.
| Measure | Actual | Benchmark | Against target | RAG |
|---|
Tenant Satisfaction Measures
Perception survey (TSM) against transactional post-job scores. The gap is the story.
Local authority repairs satisfaction sits at 68.5% against 75.4% for housing associations. That gap is the core thing a council can close, and these measures feed the annual RSH return due 30 June.
SI 2025/1042 & compliance
Building Safety measures BS01 to BS06 feed the RSH returnSI 2025/1042 clocks
Phase 1 live since 27 October 2025. Damp and mould, plus emergency hazards.
Compliance certificate dashboard
Portfolio-level cover across 25,800 homes. Overdue counts are flagged: they drive Regulator downgrades under the Safety and Quality Standard.
Cost of failure demand
The money view: what avoidable work is costingReactive to planned mix
The single biggest lever. Every point shifted from reactive to planned is cheaper, safer work.
A shift to prevention.
Avoidable-cost stack
Failure demand across the portfolio. Modelled annual exposure, each line traceable to its jobs.
Contractor & DLO scorecards
KPI regime against Minimum Acceptable Performance, plus the service-credits ledgerIn-house DLO against Wates
Each metric against Minimum Acceptable Performance (MAP). Bars show actual, the marker is MAP.
Service-credits ledger
Credits the contract entitles the council to recover, against what has actually been claimed back. The gap is an auditable value leak.