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Evaluating repairs and maintenance services


East Ayrshire Council wished to undertake a Best Value Service Review in relation to their Repairs and Maintenance Service.


We identified and developed a range of key issues and themes which resulted in the implementation of a series of performance standards and monitoring measures enabling improved information provision, communication and quality control.


It was considered important to examine potential service standard improvements through in depth consultation with tenants. We conducted focus groups with tenants to establish perceptions of the Repairs and Maintenance Service including awareness of key policies; tenant priorities for the service improvements; stakeholder experience and views on performance perceptions.

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