Responsive repairs have long posed challenges for social housing, and this year is no exception. New legislation addressing damp and mould, tenant satisfaction measures, economic uncertainties, and competing priorities – such as net-zero targets, fire remediation, and development – are placing additional strain on housing providers. 

Among these pressures lies a recurring issue: unpredictable and inefficient spending within repairs teams, often driven by “maverick” purchasing behaviours. Housing providers frequently report that operatives favour certain brands, make unnecessary trips to preferred merchants, and stock up on discounted products, creating a ripple effect of inefficiencies. 

While off-contract spend is not unique to repairs teams, its impact is particularly pronounced in the current economic climate. Here’s how housing organisations can tackle this issue head-on! 

 

1. Engage and understand operatives 

A crucial first step is understanding what drives purchasing habits among repairs staff. Do certain brands have a reputation for underperformance? Are specific merchants inconveniently located? Is there a recurring shortage of key materials? 

This approach aligns with the Rethinking Repairs and Maintenance (RERAM) initiative, developed by CIH and NHF, which advocates involving staff in the review and improvement of repair services. Staff engagement not only uncovers valuable insights but also fosters collaboration and alignment. 

2. Shift front line culture 

Changing ingrained behaviours requires a cultural shift. This should be an integral part of your materials procurement strategy. By leveraging staff feedback, organisations can implement measures to inform, inspire, and motivate operatives to embrace new purchasing processes. 

Effective strategies may include peer mentoring, live demonstrations, internal communication campaigns, training sessions, and team-building activities. Investing in this “softer side” of challenging rogue spend can yield long-term benefits. 

3. Make data work for you 

Spend visibility is key to identifying patterns and managing behaviour. Technologies such as van stock management systems or account cards help link operatives to specific transactions and products, highlighting opportunities for improvement. 

However, siloed systems remain a stumbling block for many housing associations. Repairs managers often have access to merchant data, but this information is rarely integrated across departments. Procurement and finance teams frequently express the need for line-level visibility to track purchases against contracts and invoices. 

To address this, housing organisations should explore platforms or interfaces that align data across systems, enabling seamless reporting and better decision-making. 

4. Regularly review your shopping basket 

When procuring a repairs contract, organisations often create a “basket” of goods – core items operatives purchase most frequently – with discounted rates. However, as contracts evolve and staff change, this basket can become outdated, leading to off-contract spending. 

Regularly reviewing and updating your basket ensures that it continues to represent around 70% of operatives’ purchases, maintaining efficiency and securing discounts on high-volume items. 

5. A shared responsibility 

With a record £8.8 billion spent on repairs and maintenance in 2023/24 – a 13% increase on the previous year and 55% above pre-Covid levels—the need to manage repairs spending efficiently has never been more critical. 

By engaging staff, fostering cultural shifts, leveraging data visibility, and maintaining robust procurement practices, housing organisations can combat unpredictable repairs spend and deliver better outcomes for both tenants and budgets. 

A version of this article has featured in Inside Housing, to view please click here. 

In the aftermath of significant events, including the Grenfell tragedy, planned mass decants have increased as the need to address many cladding and other building safety concerns are of the highest priority. 

It is certainly ‘all hands-on deck’ when a mass temporary decant is required and a professional service that addresses the complex needs for both planned works and emergencies needs to be offered. A suitable and robust solution that provides a dedicated team, seamlessly co-ordinating the whole process from start to finish, is vital. 

A meeting between stakeholders should be arranged immediately. From this initial meeting, single-source accommodation options, meticulous planning and removal services should be co-ordinated by a dedicated Major Incident team. This ensures a smooth transition for residents impacted. Below is a list of the key considerations to take for a true journey from crisis to comfort: 

1. Early co-ordination – Moving swiftly to communicate with accommodation partners as soon as instructed. 
   
2. Resident communication – Pro-actively communicating with each resident throughout the process. 
3. Trackers – A major incident team needs to work from a tracker for all mass decants, to ensure there is ‘joined up’ communication and can actively see who has been contacted and booked. 
4. Daily reports – It is essential to track the status of bookings and share with relevant parties to help ascertain if any further bookings are required.
   
5. Weekly reports – If the mass decant extends longer than one week, the instructing principal should receive a weekly report to keep them informed of developments.
6. Accommodation and booking – An extensive network of hotels, serviced apartments, and rental properties needs to be available to ensure cost-efficiency.
7. Belongings and moving out – Co-ordinating the necessary removals and delivery of personal belongings. 
   
8. Ongoing communication – Consistent updates regarding all aspects of the decant should be provided weekly. 
   
9. Gathering feedback – Pre- and post-move surveys should be conducted. 

Expertise and comprehensive services can make a significant difference in fostering a sense of security and comfort for residents during times of change which is vitally important with all claims but especially for mass decants. 

ICAB are an awarded supplier on the PfH Accommodation and Decant Services framework. Take a look at our Accommodation and Decant buyers guide here.