Harlow Council is set to update its Housing Repairs Policy following extensive consultation with tenants and leaseholders – putting their feedback directly at the heart of how the repairs service continues to improve.
The council and HTS have transformed housing repairs in Harlow over the last three years, cutting the longest waiting time for a standard repair by more than 90% – from 270 working days in 2023 to just 25 – while reducing outstanding repairs to record-low levels.
A new Housing Repairs Policy was introduced in October 2025 to lock in that transformation and set clearer standards for a faster, fairer and more reliable service.
But the council made clear that the policy would continue to evolve with the people who use the service.
One year on, hundreds of tenants and leaseholders have now had their say through a wide-ranging consultation – and their feedback has directly shaped the updated policy and how it will be put into practice.
Overall, the consultation showed strong support for the approach, with:
- 92.1% agreeing with the stronger focus on health and safety issues, including damp and mould
- 78.9% saying the policy was very or mostly clear
- 77.8% supporting the clearer separation between council and tenant or leaseholder responsibilities
- 75.8% saying the policy clearly explains what people can expect from the repairs service
- 71.6% describing the policy as very or mostly fair
- 64.6% supporting the proposed changes overall.
Feedback has been used to make the policy and its implementation clearer, particularly around who is responsible for different repairs, how repairs should be reported and prioritised, the relationship between planned works and responsive repairs, information for leaseholders and how residents can raise a complaint or request a review.
Announcing the changes, Councillor David Carter, Cabinet Portfolio Holder for Housing, said:
“Three years ago, our housing repairs service simply wasn’t good enough. Tenants could wait the best part of a year for a standard repair and thousands of jobs were outstanding.
“We have completely transformed that. Repairs are now being completed faster than ever, waiting times have been cut by more than 90% and we have fewer outstanding repairs than ever before.
“But better does not mean finished.
“When we introduced our new Housing Repairs Policy last year, we said we would listen to tenants and leaseholders and keep improving it. That is exactly what we have done.
“I am grateful to those tenants and leaseholders who took the time to tell us what they thought. The message was overwhelmingly positive, but people also told us where we could be clearer and what mattered most to them. We have listened and acted.
“This is their policy too. Their voices have directly shaped the changes we are making and how we will put them into practice. We have transformed repairs, but our ambition is to keep raising the bar and deliver the standard of service every Harlow Council tenant and leaseholder should expect.
“That is how we are investing in our housing and Building Harlow’s Future.”
Councillor Dan Swords, Leader of Harlow Council, added:
“We’re on a mission to invest in our housing and deliver the services our tenants deserve. Transforming repairs was fundamental to that. We’ve slashed standard waiting times by 90%, cleared the historic backlog and now have fewer outstanding repairs than ever before.
“And tenants are feeling the difference. Our Tenant Satisfaction Measures show a sharp rise in satisfaction with the repairs service – real evidence that the changes we have made are working.
“But better does not mean finished. We are determined to keep raising the bar.
“That is why we have listened directly to hundreds of tenants and leaseholders and used their experiences to shape what comes next. This updated policy is about building on the huge progress already made, being even clearer about the service people should expect and continuing to deliver a faster, better and more responsive repairs service.
“We said we would listen, improve and act – and that is exactly what we are doing as we keep Building Harlow’s Future.”
The consultation was promoted directly to thousands of tenants and leaseholders, through the council’s online tenant portal, social media and information accompanying rent statements.
The updated policy will now be considered by the council’s Cabinet and if approved, it will be implemented across the council’s housing repairs service, with further opportunities for tenants and leaseholders to help shape housing services and policies in the future.