NB. This was formerly Percentage of repairs completed right first time. This is the number of repairs completed by the operative without the need to return a second time because the repair was inaccurately diagnosed and / or the operative did not fix the problem, as a percentage of all responsive repairs completed (emergency, urgent and routine combined). Include responsive repairs carried out to general needs, housing for older people and supported housing units. Well planned, trained and equipped repairs services will do well with this metric. Some jobs, of course, cannot be completed in one visit, so it allows for multiple visits where this is essential and known in advance (see Multiple Trades below).

A repair is considered fixed at first visit when the operative has attended the property, identified, diagnosed and remedied the fault (using van stock), and carried out any making good before then leaving the property.

Multiple trades / types of work: Where the job requires multiple trades who may follow on from each other, then the work would still be considered completed at first visit so long as each of the trades / types of work were completed in one visit as planned, eg where redecoration needs to follow re-plastering when dry.

Replacement parts: If the job required specific replacement parts and the operative needed to return a second time with the correct parts because they were not part of his/her van stock, then this would not count as completed at first visit.

No access: Where the operative is unable to gain access to the property, this will not be counted as a visit and should be excluded from the figures.

Pre-inspections: Pre-inspections carried out for the sole purpose of accurately diagnosing the repair (and with no intention of repairing) do not count as a visit for the purposes of this indicator.