Powys Council transforms housing repairs service to deliver a stronger, fairer and greener approach for residents

Council tenants across Powys are benefitting from a transformed Housing Repairs and Maintenance Service, following Powys County Council's decision to bring the service back in‑house in 2022. 

Over the past three years, the council has rebuilt the service from the ground up - creating a stronger, more responsive and more reliable offer for the 5,500 households living in council homes across the county. 

Since July 2022, the council has invested heavily in rebuilding a skilled in‑house workforce. What began with 31 tradespeople has grown to more than 70 by 2025 - dramatically increasing the team's capacity to carry out repairs quickly and to a consistently high standard. 

Local area‑based teams now work directly within communities, bringing local knowledge, closer communication and faster decision‑making. Tenants are experiencing fewer delays, better coordination and more repairs completed first‑time. 

Void performance is one of the clearest signs of the service transformation since repairs and maintenance came back in‑house. The works period on empty properties has fallen to as low as 37 days at points during 2023/24, while overall end‑to‑end times and the number of voids held have also improved. 

This means more homes are available sooner for people waiting for housing, rent loss has fallen well below expected levels, and tenants are moving into homes that meet a clear, council‑agreed Quality of Accommodation Standard. 

Tenants are reporting a much better experience. Improvements in call‑handling, clearer communication and stronger customer service have led to rising satisfaction levels, backed up by increasing compliments to the repairs and call‑handling teams. 

The Tenant Scrutiny Panel has praised the transformation and highlighted the professionalism, reliability and courtesy of council staff. 

The new in‑house model is supporting the council's ambition to deliver a Stronger, Fairer, Greener Powys. By reducing reliance on external contractors, the service is lowering costs, cutting travel‑based emissions and keeping more work - and skills - within the county. 

A county‑wide stock condition survey, the first of its kind in Powys, is now underway. This will help ensure homes remain energy‑efficient, safe and future‑ready, supporting the Welsh Housing Quality Standard 2023. 

The council is also investing in apprenticeships and training to build a long‑term, sustainable workforce with the skills needed to maintain homes for years to come.