New housing repairs system puts residents in control

Wednesday 13 December, 2023: Hillingdon Council has launched a new housing repairs process so residents can plan their day around their appointment, without having to wait at home.

Image of a hard hat and toolbox
The council is continuing to adopt digital technologies to make its services more resident-focused and efficient, the new system allows residents to get confirmation of their repairs appointment by text message, as well as subsequent messages detailing the arrival of the council's officers. 

The new 'Localz' app gives residents real-time updates on their request, details about the appointment and the added flexibility of being able to plan their day around it.  

The new app has been added to the council's existing repairs system. Once a repair request has been reported, residents will now receive: 

  •  Confirmation of works order 
  • Text message notifying you when the repair will be carried out  
  • On the day of the repair, a text stating the officer is en route and 20-minutes away 
  • Access to a live map to track where they are 
  • The opportunity to give feedback once the job is complete. 

The new system will help prevent missed appointments by reducing the chance of a resident not being in when the repairs team arrives. It also avoids residents having to wait at home for long periods of time without knowing what time of the day the repair will take place. 

Cllr Jonathan Bianco, Hillingdon Council's Deputy Leader and Cabinet Member for Housing, Properties and Transport, said: "We're committed to being a digital-enabled council, adopting the latest technologies that allow residents to access services in ways that fit with modern lifestyles and in a more efficient way. 

"This change means residents can report a non-emergency repair, then get confirmation of the day and time it will take place, so they can plan their day around our visit and make best use of their time. 

"It also means we can reduce the numbers of missed appointments, which costs the council time and money too, so it's a huge improvement for everyone. 

"Residents also have the opportunity to give their feedback on the experience, so we can make further improvements to our processes and continue to put them first." 

Hayes resident, Danny Aryani, has already used the new system for a recent housing repair to his front door. 

He said: "Everything went perfectly. The text message that the operative is coming was great, as I have autism and it helped a lot with the anxiety.  

"They were very kind and professional." 

To log a non-emergency repair, visit

Page last updated: 15 Feb 2024