Responsive Repairs
Delivering resident-focussed essential
Responsive Repairs programmes that protect assets, enhance occupant satisfaction and keep properties safe, comfortable and compliant.
Repairs Matter
A fast, reliable Responsive Repairs service has a proven positive impact on resident satisfaction.
Our experienced teams at Axis deliver essential Responsive Repairs that maintain safe, comfortable and fully functional homes.
Axis’ Responsive Repairs service also integrates with Planned Maintenance programmes, creating a complete Total Asset Management solution.
Our focus is on our residents – providing a First Time Fix and adhering to a clear code of professionalism and courtesy. Our teams manage routine, urgent and emergency repairs alongside voids, damp and mould remediation, gas services and adaptations.
Axis’ skilled operatives, integrated technology and automated scheduling, enable us to achieve high first-time fix rates and strong resident satisfaction outcomes.
Our modern data-driven digital approach is redefining operational efficiency, resident satisfaction and client transparency across Responsive Repairs delivery.
Smarter Repairs. Enhanced Satisfaction.
Axis combines intelligent scheduling technology and resident-focused service delivery to provide fast, reliable Responsive Repairs across nationwide housing portfolios.
Our model prioritises first-time fixes, rapid emergency response and clear communication throughout every repair journey.
Automated appointment systems allocate the closest qualified operative, reducing downtime and improving efficiency.
Dedicated call handlers, Resident Liaison Officers and real-time updates ensure residents remain informed and supported at every stage.
We offer:
+ Dedicated Call Centre
+ Out of Hours (OOH) call handling
+ Fully automated scheduling
+ Real-time appointment tracking
+ Resident Liaison Officers
+ Bespoke Resident Communication Systems including resident portals
We deliver Responsive Repairs that protect assets, improve resident satisfaction and support long-term property performance.
As a leading Responsive Repairs provider, we respond to repair requests from residents, landlords, or owners. We triage these as
+ Emergency: Immediate threats to safety or severe damage - 24 hours
+ Urgent: Potential for structural damage or security risks - 3-5 days
+ Routine: Minor fixes (e.g., toilet seats, light bulbs) - 15-20 days
We also provide:
+ Gas safety checks
+ Damp and mould remediation
+ Voids reinstatement
+ Aids and adaptations
+ Flood and leak response
+ Boarding up and making safe service
Skilled multi-trade operatives repair:
+ Plumbing and drainage
+ Boilers
+ Electrics and heating
+ Roofs
+ Glazing
+ Wood, brickwork and masonry
+ Locks
+ Flooring
+ Plastering and tiling
+ Windows and doors
+ Drainage and guttering and rainwater goods
+ Central heating
Our operatives include:
+ Mechanics
+ Electricians
+ Plumbers
+ Multi-traders
+ Carpenters
+ Stonemasons
+ Builders
+ Landscapers
+ Glaziers
+ Roofers
Core Services
Comprehensive day-to-day repair services delivered safely, efficiently, and at scale across residential property portfolios.
Plumbing & Drainage
Electric & Gas
Roofing & Tiling
Brickwork & Woodwork
Plastering & Tiling
Windows & Doors
• Burst pipes
• Drain unblocking
• Domestic leaks to toilets and sinks
• Rainwater goods clearance and repairs
• Boiler breakdowns
• Power outage repairs
• Heating system repairs
• Radiator repairs
• Roof leaks
• Tile and slate replacement
• Chimney safety works
• Emergency weather damage repairs
• Carpentry repairs
• Woodwork replacement
• Flooring repairs
• Masonry repairs and reinstatement
• Internal plaster repairs
• Wall tiling replacement
• Ceiling reinstatement
• Decorative repairs
• Window repairs and replacements
• Emergency boarding up
• Glazing installations
• Security repairs including keys and locks
Support Services
Integrated support systems delivering responsive communication, smart scheduling, resident engagement, and real-time performance visibility.
Dedicated Call Centre
Proven Delivery at Scale
Smart Scheduling
Client Performance Reporting
Resident Liaison
Online Resident Service
• 24/7 emergency call handling
• Award winning UK-based trained call handlers
• Fast repair triage and logging
• Resident-focussed response
• Long-term experience - since 1986
• Extensive multi-occupancy expertise
• Economies of scale and value engineering
• Integrated repairs improving asset performance
• Automated appointment allocation
• Dynamic engineer routing
• Skills-based operative matching
• Reduced travel and delays
• Real-time KPI dashboards
• Live repair and compliance tracking
• Data-led resident satisfaction
• First-time fix and audit reporting
• Dedicated resident support officers
• Regular communication updates
• Vulnerable resident assistance
• On site offices and contact points
• Self-service online appointment booking
• Chatbot repair support
• Engineer arrival notifications
• Automated appointment reminders
Specialist Services
Specialist compliance, emergency response, reinstatement and adaptation services supporting safe, resilient, and sustainable homes.
Gas Safety Checks
Flood & Leak Response
Making Safe
Voids Reinstatement
Aids & Adaptations
Damp & Mould Remediation
• Domestic gas inspections
• Compliance certification
• Appliance safety testing
• Heating system servicing
• Emergency water isolation
• Flood damage response
• Leak investigation services
• Property drying coordination
• Emergency boarding up
• Structural safety measures
• Temporary weather protection
• Security reinstatement works
• Pre-let property repairs
• Safety inspections and testing
• Full property reinstatement
• Fast turnaround programmes
• Accessible kitchen and bathroom adaptations
• DDA compliance
• Mobility access improvements
• Vulnerable resident support
• Awaab’s Law compliance
• Emergency Response Capability
• Risk mitigation action
• Full documentation
Proven Partnerships
Long-term partnerships with some of the UK’s leading housing providers reflect our consistent performance, technical expertise and commitment to resident satisfaction. By combining safe repairs delivery, strong communication and transparent reporting, we help clients protect assets, improve resident experience and maintain high-performing housing services. We’ve been repairing people’s homes in the UK since 1986 – many of these have been social housing properties including high-rise multiple occupancy tower blocks –offering value engineering and cost solutions.
Certified for Confidence
Industry certifications endorse quality of work, safety, operational excellence and security, giving clients confidence while helping residents feel safe, respected and fully supported whilst our qualified operatives conduct Responsive Repairs in their home.
Trusted Routes to Delivery
Axis is pre-vetted and approved across leading national frameworks, providing compliant and efficient access to Responsive Repairs services. Our proven delivery model, strong resident satisfaction performance and expertise help housing providers reduce procurement risk while maintaining safe, reliable and high-quality services for residents.
Scan QR code to view our latest frameworks or visit www.axiseurope.com/frameworks
Smarter Repairs Journey
Connecting residents, operatives and clients through one intelligent platform, delivering faster repairs, live updates, transparent reporting and improved resident satisfaction
Stage
Process
Client Benefit Report the Repair
Residents contact the repairs via dedicated Axis own call centre, their landlord’s reporting system, resident portals or chatbot services available 24/7
Multi-channel reporting (including 24/7 self-service portals and chatbots) improves accessibility, increases engagement, and drives higher repair reporting efficiency.
Intelligent Triage
Axis’ award winning call handlers supported by diagnostic tools triage the level of repair and assign the correct trade and priority level.
Accurate diagnosis and prioritisation reduce repeat visits, improve compliance assurance, and ensure resources are deployed effectively.
Smart Scheduling
Resident Benefit
Residents can report repairs easily and at any time via 24/7 portals, chatbots, or call centres, giving flexible self-service access.
Residents benefit from accurate diagnosis and prioritisation, ensuring the right repair response is allocated quickly and appropriately.
Axis’ bespoke SensR and FLS technology automatically allocate the nearest suitably skilled operative based on their location, van stock, and supplier availability.
Smart scheduling optimises workforce allocation, reduces travel time, improves first-time fix rates, and enhances overall operational efficiency and resident satisfaction.
Faster, more reliable repairs through smarter scheduling reduce delays and improve first-time fix rates, getting the right operative there sooner.
SensR is Axis’ fully integrated digital repairs platform, designed to streamline Responsive Repairs and improve resident experience. By connecting call handling, scheduling, operatives and reporting in one real-time system, SensR reduces delays, improves communication and increases first-time fix rates.
Residents benefit from 24/7 reporting options, live appointment updates and flexible communication channels. Clients gain instant access to performance data, compliance records and repair tracking.
Intelligent scheduling technology allocates the right operative based on skills, location and availability, improving efficiency and minimising disruption. Operatives receive live job information through mobile technology, helping deliver safe, efficient and residentfocused repairs.
The result is a modern, data-driven repairs service that enhances operational performance, resident satisfaction and client confidence.
Resident Updates Repair Completion
Automated texts and notifications confirm appointments and provide real-time tracking information for the residents. No more waiting in all day for an operative to arrive.
Clear, realtime resident communications reduce missed appointments and complaints, improving service transparency and delivery performance.
Clear, real-time updates via SMS and notifications confirm appointments, arrival times, and job completion, improving communication and reducing uncertainty.
Operatives arrive fully informed and equipped, complete repairs efficiently and update records instantly on site.
Live Performance Data
Repair outcomes, first-time fix data and resident satisfaction feedback are reported directly to clients.
"Faster, right-firsttime repairs reduce operational costs and strengthen financial control through improved productivity and reduced revisit rates.
Repairs are completed efficiently in one visit wherever possible, minimising disruption and getting homes back to normal faster.
Real-time dashboards provide instant visibility of repairs, costs, performance, and contractor activity, supporting compliance, auditability, and budget control.
Residents benefit from a continuously improving service shaped by performance insight, feedback, and ongoing service optimisation.
I used my mobile to book my repairs online. I was able to book a day and time for my appointment. Once booked, I got a text with the job number, date and time slot. I prefer a text as it stays on my phone as a reminder. The carpenter arrived when expected, treated my home with respect, and left everything clean and tidy. I would be happy to have him back again. Excellent job.
Sanctuary Resident
We Put Residents First
Residents are at the heart of our service. At Axis, we never forget we are working in a private home, not on a building site. We support our residents through respectful delivery, clear communication, our very own My Mum’s House philosophy and our group values, all reinforced by Tpas-aligned engagement and awardwinning service.
Operational Targets
Supporting Residents: 85% of repairs are targeted for first-time fix as standard performance expectation.
What makes Axis different:
+ Respectful, safe, and professional service guided by My Mum’s House principles, ensuring every home and occupant is treated with dignity and care
+ Accredited engagement approach with Tpas-aligned resident involvement, ensuring voices are heard and acted upon
+ Award-winning customer care and communication, including innovative resident engagement and service transformation recognition
+ Values-driven ethos
Award-Winning Service:
These industry awards recognise our excellent resident engagement and service innovation and are an endorsement of Axis’ commitment to residentfocused delivery:
• Housing Innovation Awards 2026 – Most Innovative Tenant Communications
• NHMF 2026– Best Resident Impact
• European Contact Centre & Customer Service Awards 2025– Strategic Transformation Programme
RESIDENTS
Resident Engagement
• Letters, newsletters, and resident portals keep communication clear and consistent
• Pre-works and during-works consultations
• Feedback forms and customer service teams capture and respond to resident views
• Resident sites and digital platforms provide real-time updates and service visibility
Community Engagement
• Skip days, coffee mornings, and resident gatherings
• Upgrading shared spaces including painting railings and planters
• Recycling days and garden transformations
• Creation of Community hubs and spaces
Resident Support
• Dedicated Resident Liaison Officers provide communication and support
• Tailored communication including multiple languages and accessible formats
• Respite arrangements support residents during disruptive works
• On-site personnel maintain safety and continuity throughout delivery
Care & Conduct
• All operatives are clearly identifiable in Axis uniform and ID
• Strict Code of Conduct ensures polite, respectful, and professional behaviour at all times
• Consistent focus on cleanliness and tidiness within the home
• Appointment adherence and attendance performance are priorities
Core Value: We are built on trust. We deliver on our promises, and
we do the right thing. We work in a way that is honest and fair. We value transparency and act with
professionalism and integrity towards our customers, our partners and each other.
My Mum’s House Philosophy
• Every home is treated as if it belongs to our own family
• Respect, cleanliness, and professionalism are non-negotiable standards
• Strong first impressions reflect how we deliver every service
• We never forget we are working in a home
High-Volume Responsive Repairs programme as part of Full Asset Management
Brentwood Borough Council, Brentwood, Essex
Project Duration: 10 years
Project Highlights
Brentwood Borough Council awarded Axis a 10year Full Asset Management contract in 2019, covering 2,500 homes across Essex. The contract combines Responsive Repairs with long-term strategic asset management. Axis delivers between 10,000 and 15,000 responsive repairs visits annually, alongside 3,000 to 5,000 gas repairs and servicing appointments. Between 20 and 30 Responsive Repairs operatives work across Brentwood’s housing portfolio daily, supported by dedicated Planned Works teams.
Responsive Repairs Services
• Carpentry
• Electrical works
• Brickwork and groundwork
• Plumbing
• Multi-trade repairs
• Glazing
• Roofing
• Flooring
• Fencing
• Aids and adaptations
• Tiling
• Plastering
• Locksmith services
• Metal works
• UPVC windows and doors
• Voids reinstatement
• Boiler repairs
• Central heating and radiator repairs
Emergency response covers
• Total loss of electricity
• Burst water pipes
• Loss of hot water or water supply
• Central heating failures
• Toilet flush failures
• Roof leaks
• Emergency roof and chimney making safe
• Boarding up and emergency glazing
• Blocked sewers
Project Size: 2,500 properties
Benefits for Residents
• Faster response times for emergency and routine repairs
• Skilled operatives delivering high first-time fix rates
• Clear communication and appointment tracking
• Respectful service supported by Resident Liaison Officers
Benefits for Client
• High resident satisfaction
• Achievement of C2 grading
• Transparent KPI reporting and real-time performance monitoring
• High volume housing repairs
Community Investment
Axis’ partnership with Brentwood Borough Council extends beyond repairs delivery, supporting longterm community investment, social value and resident wellbeing across the borough.
Community investment initiatives include
• £20,000 annual contribution to the Brentwood Community Fund
• Work placements for local people
• Sustainability workshops in local schools
• Career readiness sessions for Year 7 students
• Support for local business networking events
• Winter warmth packs for vulnerable residents
• Welfare support and goodwill home improvements
• Wet room flooring upgrades for vulnerable residents
Client History
Axis commenced the partnership with Brentwood Borough Council in March 2019 following the award of a long-term Full Asset Management contract designed to improve housing quality and resident services across the borough. Axis colocated within Brentwood Borough Council’s headquarters to support collaboration, communication and service integration from day one.
“It was important that we were able to find a partner who offered value for money with excellent customer service, to ensure that Brentwood’s housing is maintained to the highest possible standard and provides the best service for our tenants”
- Cllr Maria Pearson, Chair of Environment, Enforcement & Housing Committee
Responsive Repairs (plus Gas and Voids) Services
Onward Homes, North West England
Project Duration: 5 years
Project Highlights
Axis’ Midlands Division delivers Responsive Repairs, Gas and Voids services for Onward Homes, helping provide safe, comfortable and well-maintained homes for residents of 35,000 properties from Southport to Stockport across the North West.
The partnership covers Urgent, Routine and Emergency Repairs supported by dedicated call centres, out-of-hours services, intelligent scheduling systems and experienced Resident Liaison Officers.
From our Midlands HQ in Oldbury, Axis combines local operational expertise, strong local supply chain partnerships and resident-focused delivery to maintain high service standards across one of the region’s largest housing portfolios, supporting Onward Homes’ mission to provide homes people love in places they are proud of.
Responsive Repairs Services
• Kitchen and bathroom repairs
• Guttering repairs
• Roofing repairs
• Sanitaryware repairs
• Burst pipes and leak response
• Faulty electrical fitting repairs
• Boiler repairs
• Urgent, routine and emergency repairs
• Voids reinstatement works
Client Testimonial
“Leanne Ball’s (Director, Axis’ Midlands Division) genuine commitment to us as the client, and to our customers is absolute, second to none, and gives me confidence that we are looking at the contract through the same prism and will work effectively through any challenges as they arise”— Wayne McDonald, Head of Regional Property, Onward Homes
Project Size: 35,000 properties
Benefits for Residents
• Fast response to urgent and emergency repairs
• Clear communication throughout repairs delivery
• Convenient appointment scheduling and updates
• Dedicated assistance from Resident Liaison Officers
Benefits for Client
• Reliable high-volume repairs
• Strong resident satisfaction
• Efficient automated scheduling improving productivity
• Transparent communication and collaborative partnership working
Community Investment Community Support Projects include
• Creation of a green community space designed to improve wellbeing, reduce isolation and support local schools and community groups
• Volunteer support delivering Christmas hampers and gifts to vulnerable residents across Merseyside
• Partnership support for New Beginnings Improving Lives Community Store assisting vulnerable families and residents
• Volunteer mock interview sessions for SEND students at Woolton High School helping prepare young people for employment and further education
• Donation of £3,540 through the Axis Foundation to support a new resident community garden and pollinator project
“We’re really excited to see the difference that this new community space will make to the lives of our residents on North Hill Street. The items donated by Axis will help bring nature nearer to our customers whilst supporting pollinators in the process” - Sajida Kerbalai-Blackburn, Social Investment Specialist at Onward Homes
Total Asset Management including Responsive Repairs Programme
Sanctuary, London and Essex
Project Duration: 14 years
Project Highlights
Axis was competitively awarded a 14-year Total Asset Management Programme with Swan Housing Group in 2009, now part of Sanctuary Housing. The long-term partnership combines Responsive Repairs, planned investment works, gas servicing and compliance programmes across 12,000 homes throughout London and Essex. Responsive Repairs form a critical part of the programme, delivering fast, resident-focused repairs supported by intelligent scheduling technology, dedicated call handling and experienced multi-trade operatives. The partnership has consistently delivered high resident satisfaction, strong compliance performance and measurable value for money across a diverse housing portfolio including high-rise blocks, supported housing and NHS accommodation schemes.
Responsive Repairs Services
• Boiler repairs
• Repairs to kitchens and bathrooms
• Guttering
• Roofing
• Plastering and decorating
• Sanitaryware repairs
• Emergency repairs including burst pipes, leaks and faulty electrical fittings
• Voids reinstatements
• Aids and adaptations
• Electrical faults
• Kitchen replacements
• Window and door replacement
• Emergency roof works
Client Testimonial
“The partnership with Axis demonstrates a clear value for money advantage through the procurement process without diluting quality” — Terry Bird, Former Property Services Director
“We have a long-term partnership with Axis Europe for all our standard repairs and maintenance activities which allows for longer term service planning and a commitment to continuous improvement in both service delivery and efficiency”
- Annual Report 2019/2020
Project Size: 12,000 properties
Benefits for Residents
• Faster repairs and emergency response times
• High appointment attendance and completion rates
• Safe, compliant and comfortable homes
• Clear communication and live repair updates
• Reduced disruption through efficient scheduling
• Dedicated support for vulnerable residents
Benefits for Client
• High resident satisfaction performance
• Strong first-time fix and on-target completion rates
• Transparent KPI reporting and compliance monitoring
• Scalable delivery across large housing portfolios
• Long-term cost efficiencies through value engineering
• Reliable operational resilience during highdemand periods
Community Investment
Community Support Projects include
• Donations to sheltered housing residents and domestic abuse charities
• Garden refurbishment projects at supported living schemes
• Creation of COVID-secure family meeting spaces
• Resident roadshows and community engagement events
• Volunteering projects at sheltered housing schemes
• Easter donations to local women’s refuges and hospices
• Funding support for Essex Pride and resident conferences
• Sponsorship of community recognition awards
• Apprenticeship and employment opportunities for local people
Client History
Axis began working with Swan Housing Group in March 2009 following a competitive procurement process focused on long-term value, service quality and operational performance. The partnership developed into a fully integrated Total Asset Management Programme combining Responsive Repairs, compliance, planned investment and resident engagement services across Swan’s housing portfolio.
Responsive Repairs Programme
Southern Housing, London, Kent and Sussex
Project Duration: 20 years
Project Highlights
Axis delivers a fully managed repairs service for Southern Housing, ensuring residents have safe, secure and comfortable homes. Covering urgent, routine and emergency repairs, the service is supported by integrated call centres (including outof-hours), a fully automated appointment system, and Resident Liaison Officers who maintain clear communication throughout. The programme is delivered with strict Code of Conduct standards to ensure consistent, professional and respectful service across all properties.
Responsive Repairs Services
• Kitchens and bathrooms
• Roofing repairs
• Guttering works
• Sanitaryware replacements
• Burst pipes and leak repairs
• Faulty electrical fittings
• Boiler repairs
Client Testimonial
“I’ve found Axis to be adaptable, quick to respond and willing to embrace change. They’ve worked well with our involved residents… The experience we’ve had has been very positive overall” - Neil Sargent, Maintenance Manager
Benefits for Residents
• Faster response times for urgent and emergency repairs
• Reliable appointment scheduling through automated systems
• Reduced disruption
Project Size: 7,000 properties
Benefits for Client
• High customer satisfaction performance and reduced complaints
• Scalable service covering multi-regional housing stock
• Reliable, resident-focussed Responsive Repairs service
Community Investment
Community Support Projects include
• Estate clean-up with five 12-yard skips at Stonehouse Drive
• Garden transformation at Old Johnson House including installation of new play area
• Environmental remediation of community garden space in Hastings
Client History
Southern Housing was formed following the merger of Southern Housing Group (SHG) and Optivo in December 2022. Since 2008, under a ten-year contract, Axis delivered responsive repairs services to residents in Kent, achieving consistently high service standards, near 100% customer satisfaction, and virtually zero complaints. The contract was subsequently extended for a further ten years in 2019, and geographically into Sussex in 2020, with further expansion into London. Axis additionally delivers two Lots on Southern Housing’s 20-year Capital Investment Works Framework, running from 2026 to 2046.
Nigel Chapman
Partnerships Manager
07977 266 867 nigel.chapman@axisclc.com
Joe Hayes Partnerships Director joseph.hayes@axisclc.com
Richard Hughes
Strategic Partnerships Director
07928 501 106 richard.hughes@axisclc.com
Hayley Ratcliffe Partnership Manager
07977 266 854 hayley.ratcliffe@axisclc.com