A straightforward account of the work we have been involved in — no inflated case studies, just an honest picture of the experience we bring.
Formula Consulting's experience is rooted in repairs and maintenance operations in social housing. Chris McKellar has worked in and alongside housing teams, developing a practical understanding of how R&M services function, where they most commonly fail, and what it takes to make meaningful, lasting improvements. The work below reflects that experience honestly — it is representative and real, not exaggerated.
Repairs service improvement
Diagnosing underperformance in responsive repairs services and working with housing teams to identify root causes and implement targeted improvements.
Reviewing end-to-end repair journeys to identify failure points
Analysing patterns in repeat repairs, missed appointments, and complaints
Supporting teams to redesign processes and working practices
Monitoring early-stage outcomes to check improvements are embedding
Void management improvement
Reviewing void turnaround processes and identifying where delays are occurring — from allocation through to lettable standard and handover.
Mapping the void process and identifying bottlenecks and handover failures
Analysing turnaround time data by property type, team, and contractor
Supporting the development of revised void standards and workflows
Identifying where void costs are being driven up by avoidable repairs
Performance data & diagnostics
Working with repairs and maintenance datasets to surface the patterns and trends that point to where services are genuinely failing — and presenting findings clearly to senior teams.
Analysing responsive repairs completion, first-time fix, and satisfaction data
Identifying trends in failure demand and repeat contact
Developing KPI frameworks for R&M performance monitoring
Producing clear performance analysis for non-specialist audiences
Reporting & briefing support
Producing clear, well-structured reports and briefings on repairs and maintenance performance for housing committees, boards, and senior leadership teams.
Producing R&M performance reports for housing committees
Drafting briefings on regulatory changes including Awaab's Law
Structuring board papers on service performance and improvement progress
Supporting preparation for governance scrutiny and inspections
Policy & procedure review
Reviewing and updating repairs and maintenance policies to ensure they are compliant, clearly written, and genuinely useful for the teams and contractors who rely on them.
Reviewing R&M policies against legislative and regulatory requirements
Identifying gaps, inconsistencies, and outdated content
Producing revised, plain-English policy documents
Supporting Awaab's Law compliance review and policy updates
Involved in socialhousing.ai — a platform providing practical AI tools, playbooks, and resources for housing professionals, with a particular focus on maintenance teams. Free to use, no login required, built from real sector experience.