Harlow Council will switch on a major upgrade to its housing repairs system on 9 March, creating the foundation for a faster, more reliable and more convenient repairs service for residents.
The upgrade comes as Harlow Council have cut the standard wait time for a repair by 90% and now have the lowest number of outstanding repairs ever on record.
The new system will improve how repairs are scheduled, allocated and managed behind the scenes. While residents will not see big changes immediately, the upgrade is an essential first step before a series of new digital features are introduced throughout 2026.
Later this year, residents will begin to benefit from several improvements designed to make reporting and managing repairs easier.
These include:
- real time engineer tracking so residents can follow their operative’s estimated arrival time
- clearer updates and notifications before and after appointments
- the option to book or change repair slots online through a new digital portal
These features will improve communication, reduce missed appointments, and give residents more choice and control when arranging repairs.
The new system also creates a smoother process internally, helping jobs move quickly from the customer service team to an operative, reducing delays and making the service more dependable.
Announcing the upgrade, Councillor David Carter, Deputy Leader and Cabinet Member for Housing, said:
“We've cut the standard wait time for repairs by 90% and now have the lowest number of outstanding repairs on record - and we're going further. Residents deserve a service they can rely on, with clear communication, quick responses and real accountability. This new system gives us the modern platform we need to deliver exactly that.
“Residents will soon see the benefits for themselves, with better updates, real time tracking and the ability to manage appointments online. This is about giving residents a repairs service that is easier, faster and firmly focused on their needs.
“We're investing in our housing as we Build Harlow's Future.”
The council will share more information with residents as each new feature becomes available. The first visible changes will begin rolling out from spring 2026.