What First Time Fix Rates Really Tell You

First time fix rate is the most fundamental KPI for any property services partnership. It matters in its own right because it has a direct influence on operating efficiency and the resident experience. But there’s also a broader perspective.

In many ways the first time fix rate is an excellent indicator of how well the overall service operates. This becomes clear when you look into the causes of below par performance.

Typical issues can be summarised as follows:

• Wrong tools or equipment
• Wrong parts
• Wrong skills
• Wrong diagnosis
• Access problems

Beneath these headline causes there will almost certainly be underlying problems with property condition data, training, supply chain management, systems or communication.

An operative turning up to repair a boiler with the wrong parts on their van could be down to the fact that the boiler was replaced without the fact being logged. It could be down to outdated workflow communications that rely too much on manual intervention.

The issues that result in a low first time fix rate could stem all the way back to contract mobilisation. Improving performance often involves action in a number of areas, which is why a narrow focus on the headline KPI might not make much of a difference.

Ways To Improve First Time Fix Rates

Even though Osborne maintains consistently high first time fix rates we still collect detailed data from each instance where repairs aren’t completed at the first attempt. This helps to identify any remaining weaknesses.

Specific actions we might take include:

• Training to ensure we have more multi-skilled operatives.
• Improving the self-service fault reporting options for residents.
• Revising the scripts for customer service agents to ask more specific questions.
• Updating stock control to ensure we hold more commonly needed parts.
• Working with our supply chain to improve just in time delivery.
• Auditing stock condition data to ensure equipment and service history records are up to date.
• Working in partnership with officers and other services to ensure access arrangements with hard to engage customers.

Overall, the best way to tackle first time fix rates is to ensure that the repair and maintenance service is well run in all aspects. Fix rates then tend to take care of themselves.

For more information about Osborne’s approach to property service delivery contact Jo Fletcher ([email protected]) or visit our resource centre.