Maintenance Services within a Local Authority environment have often been the subject of criticism by many sectors and individuals as offering little in terms of Customer Satisfaction, Service Delivery and Value for Money.

The importance and emphasis of Customer Satisfaction and Service Delivery in Local Authorities and the ways in which the Repairs Departments are measured and monitored is becoming increasingly demanding. A case study of the Maintenance Division of the largest Local Authority in England and Wales, is presented.

A combination of primary data and secondary data is used to identify how changes in procedures and strategies relating to Maintenance, Procurement, Customer Satisfaction and Service Delivery have influenced the performance of the Maintenance Division.

The research concludes that there are promising signs of improvement in many aspects of the service, a fact that is reinforced by Customer Satisfaction Surveys and Service Delivery Performance Indicators.

However, a substantial amount of work is still needed to provide a service that can be considered acceptable and comparable to other Local Authority Maintenance Services.