The new model, approved by Brent’s Cabinet, replaces the current single-contractor system with a multi-contractor approach
The Brent Council has taken a significant step toward improving housing services for its tenants and leaseholders by approving a new, more efficient repairs model. The initiative, which introduces faster response times and a dedicated in-house mould squad, is set to launch on April 1, significantly improving how repairs and maintenance issues are handled across the borough.
The new model, approved by Brent’s Cabinet, replaces the current single-contractor system with a multi-contractor approach. Under this revamped system, four contractors will be responsible for a range of essential services, including responsive repairs such as fixing leaks, broken doors, and damaged fences, as well as planned maintenance work like roof replacements, kitchen upgrades, and fire safety improvements. Additionally, the initiative will ensure that empty council properties are brought back into use more swiftly. A major highlight of the new approach is the establishment of an in-house “mould squad.” This dedicated team will address persistent damp and mould issues in older properties, a long-standing concern for many residents. By managing this service internally, the council aims to prioritise tenant health and well-being while ensuring quicker and more effective solutions to these problems.
We’ve listened to our tenants and leaseholders, and our radical new approach has been directly shaped by their feedback.
Fleur Donnelly-Jackson, Cabinet Member for Housing and Residents’ Services
The council hopes to significantly enhance efficiency and reduce delays in responding to repair requests by employing four separate contractors rather than relying on a single provider. The new system is designed to provide greater flexibility and faster service, addressing a key concern raised by tenants and leaseholders in previous consultations.
Councillor Fleur Donnelly-Jackson, Brent’s Cabinet Member for Housing and Residents’ Services, emphasised that the new approach was developed based on direct feedback from the community. “We’ve listened to our tenants and leaseholders, and their feedback has directly shaped our radical new approach,” she stated. “With these contracts, we’re also looking to expand local employment opportunities and boost Brent’s economy.”
The development of the new repairs model was driven by input from Brent’s tenants and leaseholders, who participated in surveys, workshops, and the selection process for new contractors. Key concerns raised by residents included slow response times, poor communication, and unsatisfactory customer service. The new system is structured to address these issues head-on, ensuring that tenants receive a more responsive and tenant-focused service.
One of the primary goals of the new approach is to improve communication between tenants and repair teams, ensuring that residents are kept informed about the status of their repair requests. The council also aims to enhance customer service by holding contractors to higher standards of accountability and performance.
To ensure comprehensive coverage, the council has appointed four contractors to handle different areas of the borough. Wates Property Services will be responsible for managing repairs and maintenance in the west, while Mears Limited, Greyline Builder Limited, and Masher Brothers Limited will oversee estates in the east. This division of responsibilities is expected to streamline operations and provide a more localised approach to service delivery. The inclusion of multiple contractors will also help mitigate risks associated with service disruptions, ensuring that maintenance work continues smoothly even if one provider encounters operational challenges. This change is particularly important given the high demand for repairs and maintenance services across Brent’s housing stock.
Brent Council’s decision to overhaul its housing repairs model reflects a broader commitment to improving living conditions for its residents. The addition of an in-house mould squad underscores the council’s recognition of the serious health risks posed by damp and mould in homes. By addressing these issues proactively, the council aims to enhance the overall quality of housing and ensure that tenants live in safe and comfortable environments.
The initiative is also expected to create local employment opportunities, as contractors will be encouraged to hire workers from the Brent community. This approach aligns with the council’s broader economic development strategy, which seeks to support local businesses and provide job opportunities for residents.
