Repairs, compliance and the record of both, for councils, housing associations and ALMOs. Nothing here is a portal bolted onto a marketplace: the priority band, the clock and the evidence pack are the product.
What you are actually held to
A repairs service is judged on dates. Not on how many traders are on the platform, and not on how good the app looks: on when you knew, what you promised, what you did, and whether the record can be produced when somebody asks for it months later.
So every repair here carries a band with two dates attached, stamped when it is raised and never moved afterwards. A target that recalculates is not a target.
| Band | What belongs in it | Respond | Complete |
|---|---|---|---|
| Emergency | A danger to somebody, or the home is not secure. Made safe same day. | 4 hours | 1 days |
| Urgent | Not dangerous, but the home does not work properly until it is fixed. | 1 days | 7 days working |
| Routine | A repair that can be booked in. Everything that is not the two above. | 3 days | 28 days working |
| Planned | Renewal rather than repair. A kitchen, a roof, a set of windows. | 7 days | 90 days working |
These are the starting numbers on the social profile. Every one of them is yours to change, because your repairs policy is the thing that sets them, not us.
Hazards do not get triaged by feel
Some reports are not somebody's opinion about how urgent their repair is. A named hazard raises the band on its own and cannot be lowered by whoever is on the desk.
| Named hazard | Lands at | Where the timescale comes from |
|---|---|---|
| Damp or mould | urgent | Awaab's Law, made under the Social Housing (Regulation) Act 2023. Phased, so confirm the timescale in force for your organisation. |
| No heating or hot water | emergency | Section 11, Landlord and Tenant Act 1985. Emergency by sector convention. |
| Smell of gas | emergency | Gas Safety (Installation and Use) Regulations 1998. |
| Exposed wiring, sparks or burning smell | emergency | HHSRS category 1 hazard, electrical. |
| The home will not lock | emergency | Security of the dwelling. Emergency by sector convention. |
| A leak that cannot be contained | emergency | Escape of water. Emergency by sector convention. |
| The only toilet does not work | urgent | HHSRS sanitation. Urgent by sector convention. |
| Smoke or carbon monoxide alarm faulty | emergency | Smoke and Carbon Monoxide Alarm (England) Regulations 2015, as amended 2022. |
| Pests or infestation | urgent | HHSRS. Urgent by sector convention. |
Damp and mould
A report naming damp or mould starts an investigation clock of its own, separate from the repair, and the written finding is part of the record rather than something somebody remembers doing. The day counts ship as defaults and are yours to set, because the statutory ones phase in and your legal team will have a view on which apply to you today.
How it works
- Load the portfolio. Addresses, your own references, and four facts about each one: gas or not, furnished or not, communal parts, built before 2000. Those four decide which compliance rows the property gets, so nobody reads a screen full of certificates that do not apply to them.
- Set your bands. Emergency, urgent, routine and planned, each with a target to respond and a target to complete. Start on the profile for social landlords and change any number that your own policy sets differently.
- Set the spend you are happy with. Anything above it waits for a named person to approve before it goes anywhere. Everything below it goes straight out.
- Give tenants the link. One per property. No account, no app, no password. They say what is wrong, they get a reference and the date it is promised by, and it is on your board before they put the phone down.
- The repair finds a trader. It goes to the traders who fit it, on a clock. If they do not answer it widens, and it keeps widening rather than sitting in an inbox. An emergency does not wait for office hours.
- Sign it off and keep the record. Photos, timestamps, who attended, what it cost, and whether each target was met. That is the evidence pack, and it is produced as you go rather than assembled afterwards when somebody asks.
Schedule of rates
A tap washer does not need three quotes. Load your schedule, and a repair raised against a line carries the agreed price from the start: no quoting round, and the first trader to accept has accepted the price along with the work. Anything not on the schedule goes out to quote in the normal way.
Compliance, on a calendar rather than in a spreadsheet
Every property shows the certificates it should hold, including the ones with nothing behind them yet. A missing gas record is a row on the screen, not an absence nobody notices.
| Certificate | Renewal | Set by |
|---|---|---|
| Gas safety record Every gas appliance and flue checked, and the record given to the tenant. |
1 year | Gas Safety (Installation and Use) Regulations 1998, regulation 36. |
| Electrical condition report The fixed wiring inspected and tested, with any C1 or C2 put right. |
5 years | Electrical Safety Standards in the Private Rented Sector (England) Regulations 2020. |
| Energy performance certificate The energy rating. A property below E cannot normally be let. |
10 years | Energy Efficiency (Private Rented Property) (England and Wales) Regs 2015. |
| Smoke and carbon monoxide alarms Alarms present on every storey and in every room with a fuel burner, tested. |
1 year | Smoke and Carbon Monoxide Alarm (England) Regulations 2015, as amended 2022. |
| Fire risk assessment The assessment for the communal parts of a building, kept under review. |
1 year | Regulatory Reform (Fire Safety) Order 2005, as amended by the Fire Safety Act 2021. |
| Legionella risk assessment The water system assessed for legionella risk. Common practice is two yearly. |
2 years | Health and Safety at Work etc. Act 1974, with HSE ACOP L8 guidance. |
| Asbestos management survey The register for communal parts of a building built before 2000, reviewed. |
1 year | Control of Asbestos Regulations 2012, regulation 4. |
| Portable appliance testing Appliances you supply, checked. Only relevant where the let is furnished. |
1 year | Electrical Equipment (Safety) Regulations 2016. Interval is risk based. |
What it costs
| Properties | Per property, per month | Example |
|---|---|---|
| 1 to 9 | £3.50 | 1 properties, £15 a month |
| 10 to 49 | £2.80 | 10 properties, £28 a month |
| 50 to 249 | £2.10 | 50 properties, £105 a month |
| 250 to 999 | £1.50 | 250 properties, £375 a month |
| 1,000 and above | Agreed | Priced with you |
Minimum £15 a month. Pay for the year and you pay for 10 months rather than twelve. Every figure excludes VAT.
In the monthly figure
- Every repair you raise, with no charge per job and no commission on its value
- Priority bands with a target to respond and a target to complete, on every repair
- A compliance calendar for gas, electrical, alarms, fire and the rest
- A reporting link per property, so tenants report without an account
- The dispatch ladder, so a repair reaches a trader instead of sitting in an inbox
- An approval threshold, so spend above your limit waits for a person
- A schedule of rates, so agreed prices skip the quoting round
- The evidence pack: photos, timestamps, sign off and the full audit trail
- A monthly statement carrying your purchase order reference
Not charged for, at any volume
- Raising a repair. There is no per job fee at any volume.
- The value of the work. No commission is taken from your contractor.
- Your traders. Work that comes from you carries no charge to them at all, which is why they have no reason to take your repairs off the platform.
- Tenants reporting. A reporting link costs nothing and is not counted as a property.
- Users. Add your whole repairs team.
How you pay
On account
Councils, housing associations, letting agents, contractors.
Repairs are done and invoiced monthly against your purchase order, on 30 day terms. One invoice, one statement, every job line referenced to your own property reference.
No money is held, so there is no protection charge on work settled this way.
Held until sign off
Smaller landlords, and anybody using a trader for the first time.
The job total goes into escrow at the start and is released stage by stage as you sign each one off.
Job protection is 1.5% of the job, added at the point you commit and shown first.
Councils and housing associations settle on account: one invoice a month against your purchase order, on 30 day terms, with every line referenced to your own property reference. No card, no escrow, nothing taken automatically.
What your contractors pay
Nothing. Work that comes from you carries no charge to the trader at all, and no commission is taken from the value of the work. A platform that takes a cut of your contractor's margin gets it back in the price, and gives every good trader a reason to take your repairs off the platform on the second job.
Procurement
Above a thousand properties the number belongs in a tender response rather than on a web page. Contact us and we will answer the questions in the order your framework asks them.