Book a Repair

The challenge

Tenants and leaseholders were able to book a repair online. However, take-up of the online solution was low and due to challenges with the business process, most requests required a follow-up phone call.

Our approach

Intensive user research and prototyping helped us understand how to design a service that was so good, people preferred to use it.


The improved book a repair service was launched in February 2018.