Contractor appointment waiting times surge in lettings, yet efficiency through technology prevails

Jonty Shepheard

By Jonty Shepheard

01 February 2024

The UK’s private rented sector grapples with a surge in waiting times for contractor appointments, our 2024 Repairs & Maintenance Report has revealed. Despite this challenge, the industry is continuing to showcase remarkable efficiency and adaptability.

Contractor appointments


The report highlights a significant distinction in response times between emergency and non-emergency repair requests. Emergency issues receive swift attention, underscoring the industry's commitment to tenant safety. Conversely, non-emergency repairs may take longer, but they are managed effectively through improved communication and streamlined processes.

The average time from the initial issue report to action being taken is just four days. Agents proactively reach out to tenants within two days, indicating prompt communication, and assignments to contractors typically occur within four days, showcasing efficient internal workflows.

A pressing challenge faced by the industry is the scarcity of contractors, leading to a notable increase in the time required to book appointments, which rose by nearly 15% between 2021 and 2022.

However, once appointments are secured, a positive trend emerges. During the same period, job completion times improved by 8%, indicating contractors' enhanced efficiency despite challenging circumstances.

Additionally, the use of our repairs and maintenance platform has expedited invoice processing. Contractors have become 70% faster at providing invoices once a job is completed using Fixflo.

Lewis Bray, Head of Partnerships, says:

“Though our industry grapples with increased wait times for contractor appointments, our research shows that resilience and adaptability shine through. The data underscores the industry's commitment to safety, communication, and efficiency, even in the face of these difficulties.”

The key takeaway from our analysis is that, despite the challenges, the lettings industry is adapting and evolving. Professionals in the field are working collaboratively to ensure tenant satisfaction and efficient issue resolution, demonstrating their dedication to the well-being of tenants and landlords alike.

Read the full report now.


Repairs & maintenance management for UK lettings 2024

Fixflo's 2024 annual report analyses how fast repairs are being carried out, with regional stats to see how you match up to competitors.

Get the report
Lettings Industry Report LP-1


Jonty Shepheard

On the rare occasion Jonty isn't at her keyboard, she can be found making coffee, reading fantasy or road-tripping – ideally some combination of all three.

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This article is intended for information purposes only and does not constitute legal advice. If you have any questions related to issues in this article, we strongly advise contacting a legal professional.
These blog posts are the work of Fixflo and are licensed under a Creative Commons Attribution-ShareAlike 3.0 Unported License. In summary, you are welcome to re-publish any of these blog posts but are asked to attribute Fixflo with an appropriate link to Access to this blog is allowed only subject to the acceptance of these terms.

Jonty Shepheard

By Jonty Shepheard

01 February 2024

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