This article explores how Industrial Dwellings Society (IDS) has worked with EVO to reimagine its repairs and maintenance service – delivering better communication, greater transparency and stronger trust with residents, while emerging as a standout example of innovation in the housing sector
The Industrial Dwellings Society (IDS) have been pioneers of affordable housing since 1885, but like many landlords in recent times, they faced a number of persistent challenges in their repairs and maintenance service.
- Slow repair resolution times
- Limited real-time visibility
- Inconsistent communication with residents
- Fragmented, manual processes
- A lack of budget certainty
IDS were actively searching for a modern, resident-first provider, but they couldn’t find the service they needed. Most providers were solving repairs and maintenance problems the traditional way, with incremental improvements rather than meaningful transformation.
Finding a new approach
IDS were introduced to EVO, a digital, end-to-end repairs and maintenance service offering a completely different model.
Rather than digitising old processes, EVO rebuilt services and workflows from the ground up, using automation, mobile apps, enriched property data and real-time workflows to create a seamless experience for residents, tradespeople and landlords.
IDS saw an opportunity to try something new.
The partnership journey pilot phase (2023/2024)
To explore the benefits of this new approach, IDS launched a pilot across 25% of their properties in October 2023. The priorities of the pilot were to:
- Improve repair resolution times
- Provide real-time visibility
- Strengthen communication with residents
- Streamline processes
- Provide budget certainty
In order to meet these priorities the below were introduced:
- The EVO Living app was put in the hands of residents, allowing for easy reporting and real-time updates.
- Automated triage and appointment scheduling.
- Multiple non-digital communication channels for inclusivity.
The impact was immediate. Repairs were faster, communication improved, and IDS gained full visibility.
Full rollout (2025)
Following the success of the pilot, EVO was rolled out across all 1,414 IDS homes in January 2025.
Measurable improvements
Within 18 months, IDS achieved a step-change in performance:
- Resident satisfaction consistently over 85%.
- Repair resolution times halved.
- 95% jobs completed in target.
- Greater trust and engagement from residents.
An internal audit described IDS’s approach using EVO as “very robust compared to other organisations in the sector.
Feedback from residents and IDS:
Residents
“The communication, speed and quality of work were all really positive.” – Caroline
“I knew exactly what was happening at every stage.” – David
IDS leadership
“It’s a true partnership built on openness and innovation. Together we’re shaping a service that genuinely responds to residents’ needs.” – Richard Smith, Director of Operations.
“Performance and communication have turned around completely. Satisfaction is regularly over 90% and resident trust has grown hugely.” – Gareth Brown, Head of Contract Management.
In October 2025, IDS’s and EVO’s collaboration was awarded the Housing Executive Partnership of the Year Award which recognised the innovation, collaboration and measurable impact of the service.
EVO and IDS hope that by pioneering this new approach they can spark meaningful change across the sector.
Housing Digital Stakeholder EVO is a digital repairs and maintenance platform that helps social housing providers streamline repairs, improve communication with residents, and ensure homes are safe, warm and well-maintained.
Image credit: Daenin/Shutterstock
Read next: Securing every window: Making social housing safer for families
Are you a social housing professional? Sign up for a FREE MEMBERSHIP to upload news stories, post job vacancies, and connect with colleagues on our secure social feed.