Critical success factors of an effective repairs and maintenance service for social housing in the UK

Purpose - The purpose of this paper is to investigate the critical success factors of an effective repairs service by initially identifying what the important considerations are. Design/methodology/approach - Using quantitative research methods the study then examines how important each of the factors is considered from the perspective of those responsible for such services in the Northwest of England, the level of implementation throughout the region is also examined. Findings - Respondents felt that all 11 factors are perceived as "very" important but only nine are "always" implemented within their place of work. Sustainability and innovation are identified as the two factors that are least critical. It can also be said that although important and well implemented, the in-house skills factor does not appear to be considered as critical in comparison to the other factors. Originality/value - The UK housing sector is under an enormous amount of pressure to meet the needs of a growing population in extremely uncertain financial conditions. Social housing is a potential solution but providers are currently contending with reduced budgets and cuts to staffing levels together with an expectation that service levels will be maintained and value for money maximised. Repairs and maintenance of their stock is at the forefront of their challenge to meet these expectations and it is therefore vital that the service they provide is effective.