Ashford Borough Council boosts efficiency and tenant satisfaction with MRI Repairs, & cuts missed appointments by 55%
Ashford Borough Council transitioned their housing repair services in-house with the help of MRI Repairs, building an entire repair system from scratch within six months. The new solution has transformed the Council’s operations by streamlining repair management, increasing visibility across teams, and improving communication with residents.
By bringing repairs in-house and utilising MRI’s advanced scheduling, tracking, and reporting tools, the Council now provides faster, more efficient services and significantly reduces missed appointments.
With real-time data access, route optimisation, and first-time fix capabilities, MRI Repairs has improved both operational performance and tenant satisfaction, setting the stage for future innovations such as self-scheduling and automated repairs.
Key benefits of implementing MRI Repairs:
- Improved communication and transparency: The council now has complete visibility of repair statuses, enabling them to provide tenants with real-time updates, appointments, and confirmations via texts or letters.
- Operational efficiency: Staff can track operatives in real-time, access live job data, and review images uploaded by field workers, enabling faster issue resolution and a higher first-time fix rate.
- Optimised scheduling: The MRI planner reduces operative travel time by grouping nearby jobs, allowing more repairs to be completed daily and reducing inefficiencies.
- Reduced missed appointments: MRI Find My Engineer has cut no-access visits by approximately 55%.
- Future developments: Plans are underway to introduce self-appointing repairs and automated repair scheduling, focusing on frequently requested, easy-to-fix issues.
Overall, the MRI system has brought greater efficiency, better tenant service, and significant cost savings to the council’s housing repair operations.