Hillingdon Council’s repairs and voids team is responsible for managing 35,000 to 40,000 repairs every year, across 10,000 properties. This includes about 3,000 leaseholders and 1,300 communal spaces. The team also supports minor adaptations to both tenanted and private properties and carries out a wide range of other services, including fire risk assessments and remedial works. This case study looks at how Hillingdon Council is successfully using Oneserve to manage and tackle the challenges of damp and mould. The council has been using Oneserve since 2019 for repairs and maintenance.
Oneserve has provided us with the flexibility to customise our approach to tackling damp and mould issues, while ensuring the health and safety of tenants is prioritised.
Liam Bentley
Operations Manager for Repairs and Voids, Hillingdon Council
The Challenge
Like many local authorities, Hillingdon Council faces a unique set of challenges related to the varying ages and types of properties they manage. Damp and mould are common issues affecting all types of buildings, however, tracking its occurrence was not straightforward. In fact, the council had no system to individually track damp and mould issues. It needed a way to not only identify but also manage and resolve damp and mould issues in an effective and scalable manner.
The Solution
The council adapted Oneserve to address this challenge. Working with the Oneserve team, the council customised the software to include a robust process for logging, tracking and resolving damp and mould issues. A damp and mould job is logged for each reported instance, enabling a workflow that keeps residents informed at every stage. This workflow includes inspections, resident surveys and multiple stages for remedial works. The system even “cycles back” if the issue is not resolved, ensuring that each case is taken seriously and addressed promptly.
Hillingdon Council also goes beyond just treating the symptoms by employing a “whole property MOT” approach during inspections. This enables officers to identify the root cause, whether it’s a leaky roof or an insulation issue, leading to a more effective long-term resolution.
The Result
Since the implementation of Oneserve’s damp and mould customisation, Hillingdon Council has seen significant benefits:
- Improved data for property profiles, leading to proactive, targeted interventions.
- Continued compliance with legislative and regulatory requirements.
- Enhanced tenant engagement and satisfaction due to transparent, trackable processes.
- Reduced number of complaints around damp and mould issues.