Repairs reporting for councils that need to show their working

• Volume and variety. The same contact centre may take repairs, anti-social behaviour, estate issues and general enquiries, often from people who are upset or worried.
• Statutory clocks. Council landlords in England have prescribed periods for some qualifying repairs under the secure tenants' Right to Repair scheme, and Awaab's Law sets fixed timescales for emergency hazards and significant damp and mould in social housing. Both depend on knowing when the council was told.
• Out-of-hours handover. Evening and weekend calls are often taken by a different team or a contracted service, with less context.
• Records that don't join up. Call notes, job tickets and contractor updates live in different places, which makes complaints and reviews slower and harder.

Structured capture. The assistant collects the caller's details and turns what they report into a structured repair request.

Fixed rules, not AI judgement. Safety, the progress of a job and approvals are decided by fixed rules on our server. The AI can't override them. For a public body, that means the logic can be written down, reviewed and explained.

Safety-critical cases held for an officer. Reports our rules flag as safety-critical can enter escalation and human review. They're latched until an authorised person clears them. Our safety rules page explains how this works, and why the list of report types isn't published yet.

999, never 911. Where there's an immediate danger to life, the assistant's guidance is 999, never 911.

Evidence on the record. Consequential actions leave audit evidence, and the system only reports something as done when there's evidence it succeeded.

The assistant must not invent a booking or appointment time, a contractor dispatch, a refund, compensation, a waived fee, account information or a safety reassurance. If nothing has been arranged, it won't say it has. Not a live always-on phone.

There's no payment, refund, compensation or fee-waiver authority in the system; quotes and invoices go through checks only. (No client-money authority). A caller can ask to be transferred to a person (live transfer handling is still under testing), and a technical failure is built to fail safe.

No software meets a statutory duty for you, and we won't claim that MaintenanceOS makes a council compliant. Your duties and your decisions stay with the council.

What the timescales depend on is a reliable record of when a report arrived, what it said and what happened next. MaintenanceOS is designed to capture that.

We'd rather be plain about this than discover it at tender stage.

• Data separation. MaintenanceOS is built for many organisations on one system. Your properties, residents, contractors, work orders, jobs, communications, exports, action evidence and call records sit in your organisation's own space, with isolation controls in the code covered by tests.
• Provider requests. Requests from the phone provider are signature-checked.
• Testing. At our 30 September 2026 product checkpoint, all 196 targeted claims-and-safety tests passed. These are automated tests run in a controlled test set-up, not on a live service, and voice intake is still under testing. Local acceptance (run on our own machines), including backup and restore, was evidenced on 10 September 2026. Our continuous-integration and security checks have historically passed on the application code.
• Not yet in place. We hold no certifications such as ISO 27001 or SOC 2. Single sign-on, multi-factor authentication, penetration testing, monitoring and failover, and legal, privacy and telecoms review are planned before production. There's no customer portal yet.
• Status. We're pre-launch. There's no production service to procure today.

Voice intake is still under testing, and we're taking early-access requests from councils that want to understand the approach early. In a demo we'll take a sample tenant report through intake, escalation and officer clearance, using sample data, and share the rules in writing.