Case Study: Peabody achieves faster, higher-quality repairs with United Living Group

Network Homes - Customer Case Study

United Living Group worked with Network Homes on an enhanced repairs pilot for a London estate facing high repair volumes, long repair times, low first-time fix rates and weaker customer satisfaction. The goal was to improve the full repairs journey, from first contact through to completion, while giving residents better communication and faster issue resolution.

United Living Group introduced an on-site supervisor, pre-visit repair calls, photo-based diagnosis, better parts ordering and leak detection to improve accuracy and speed. The results were strong: first-time fix rates rose from 60% to 93%, customer satisfaction increased from 70% to 100%, and only 5% of 119 jobs were duplicates, showing the new approach significantly improved repair quality and resident experience.

Network Homes