Our Story
After more than two decades managing out-of-hours home emergency repairs for UK housebuilders and over 200,000 repairs, I began to see a pattern I could no longer ignore. Customers were frustrated by a fragmented system of busy call centres and poor communications and updates, put simply a solution not built for the modern digital world we live in today – it had become outdated.
The industry relied on an outdated split: daytime customer care teams on one side, out-of-hours call centres on the other. Two teams, two systems, and no joined-up journey for the homeowner. What I saw behind the scenes was always the same: duplicated work due to overlaps, long call waits during peak times, inconsistent decisions, missed attendances, and frustrated homeowners repeatedly chasing for answers. And every chase told the same story — the model was no longer working.
At the start of 2025, I asked myself a question that wouldn’t leave me:
“Why are we still managing new-build emergencies like it’s 2005?”
That question became the spark and the shift became obvious:
Homeowners expect digital a digital experience.
I realised the industry didn’t need another call centre. It needed a complete reset — a digital rebuild designed for modern homeowners and the increasing expectations of bodies like New Home Quality Board and the New Homes Ombudsman. Housebuilders needed transparency and accountability. Homeowners needed clarity and speed.
So, I decide to build Manage My Repair: a digital-first platform shaped by decades of frontline experience.
Our ambition was simple but bold:
A homeowner should be able to log an emergency, receive a decision, and have a contractor deployed in under three minutes — all from their browser, with real-time updates at every step.
This isn’t incremental improvement. It’s operational intelligence and digital redesign for reporting and managing home emergency repairs in 2026 and beyond.
Today, Manage My Repair is live, ready to transform the homeowner two-year aftercare journey for reporting emergency repairs with consistency, intelligence and speed and communication and updates along the way.
We’ve built the future of digital emergency aftercare. And now, we’re ready to lead this change together with you.
Tony Kinch
Founder & Director, Manage My Repair
OUR MISSION
A better experience by transforming the customer journey
Move away from the traditional 'Call Centre' environment that struggles to meet the demands and expectations of customers.
To deliver an exceptional experience through innovation, technology and an amazing team resulting in better customer experience during a stressful time.
To deliver transformational change by tackling legacy challenges by using emerging digital technology.
Registering a home emergency should be simple and user friendly, using Manage My Repair we will reduce notifications times and keep customers updated with the need to chase.
We will deliver unrivalled service, visibility and contractor performance reducing complaints and costs
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“Transformation requires more than tools — it demands courage.”
Julie Sweet, CEO of Accenture
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