During 2024–2025, NPH reviewed how repairs are delivered following feedback from tenants about waiting times and appointment delays. The purpose was to improve efficiency, reduce travel time for operatives and deliver a more reliable repairs service.

How we listened:

We gathered feedback through complaints, service feedback, and day-to-day conversations with tenants. Residents told us that wide appointment windows and operatives travelling across Northampton were contributing to longer waits for repairs.

What we will be doing:

We have introduced locality working for repairs. Trade teams now work within set areas of Northampton, allowing them to spend less time travelling and more time completing repairs. This approach is improving productivity and helping reduce waiting times for appointments.

• Repair appointments took too long
• Appointment time slots were too wide
• Operatives were travelling across Northampton, causing delays
• Long travel times reduced the number of repairs completed each day
• Waiting times for appointments needed to improve

• Introduced locality working for repairs
• Organised trade teams to work in set east or west areas
• Reduced travel time between repair jobs
• Increased time spent completing repairs rather than travelling
• Improved productivity across repairs teams
• Helped reduce waiting times for appointments