East Thames is one of the largest providers of affordable housing in east London and Essex. They own and manage 15,000 homes. Providing a safe and well maintained home is at the heart of their work.

How we've helped:

Duplicate repairs: 26.3%

Average help desk time saved per ticket: 5.5 minutes

Repairs reported out of office hours: 62%

Tenant penetration (using the app): 76.9%

By using FaultFixers across East Thames homes and communal areas, tenants are able to report repairs directly into to the help desk with little investment of their time and receive status updates direct to the mobile phones.

East Thames help desk agents spend less time receiving and logging calls, and more time responding and resolving the issues affecting their tenants.

The FaultFixers app informs tenants of their responsibilities as well as issues that have already been reported, reducing duplicate repairs from ever reaching the help desk. Agents can focus on priority issues and optimise quicker fixes.


“It saves so much time, my M&E inspections used to take 3 days but now it only takes a few hours”

Abdul Hye, East Thames Neighbourhood Manager

“Huge efficiency and CX improvements, with the smallest financial & operational investment.”

Adrian Ringrose, Former Interserve CEO

East Thames' headquarters

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