MADE TECH LIMITED

Made Tech Repairs

Increase first-time fix rates, tackle missed appointments and streamline triaging with Made Tech Repairs - a fully accessible online service for social housing providers. Designed for simplicity and tested by residents, it reduces unnecessary contact and works 24/7 on any device. Use standalone/within the wider Made Tech Housing platform.

Features

• Supports reporting for dwelling and communal repairs
• Real-time appointment booking, through live integration with your scheduler
• Easily cancel or reschedule appointments through a user-friendly interface
• Intelligent risk detection flags critical repairs for prioritised handling
• A login-free experience for residents for enhanced accessibility and usability
• Photo and video upload to support triage of repair issues
• Appointment notifications via text or email to ensure timely communication
• Fully responsive and accessible across mobile, desktop and tablet
• Back-office tooling for repairs triaging and service configuration
• Analytics provides insights about the performance of your service

Benefits

• Reduce contact volume and boost satisfaction with easy repair reporting
• Drive adoption with a seamless, no-login required solution
• Increase first-time fix rates with accurate repairs diagnosis
• Reduce duplicate requests by making communal repairs visible
• Manage repairs effectively with a comprehensive repairs inbox and integrations
• Enhance decision-making with reports and analytics
• Fully interoperable with existing systems, ensuring compatibility and flexibility

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at presales@madetech.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

667134421426962

Contact

George Elwell
02033977846
presales@madetech.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements: None

User support

• Email or online ticketing support: Yes
• Support response times: Our support working hours are 9am to 5:30pm, Monday to Friday, excluding UK Bank Holidays. We respond to requests by the end of the next working day.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We offer robust customer support and incident management designed to address queries swiftly and catch emerging issues before they impact our customers.; ; You can contact your dedicated Customer Success Manager by email.; ; Requests are addressed within the target response and resolution time associated to their priority level, based on their criticality, as per our standard SLAs; ; Details of our support offering and SLAs can be found in our Terms and Conditions.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Made Tech provides a structured onboarding process to help customers start using the product quickly and confidently. Onboarding begins with a formal kick-off to agree objectives, success measures, timelines and responsibilities. We work with customer teams to configure the product in line with their policies and processes, including branding, workflows, integrations and access controls.; ; Where required, Made Tech supports integration with existing housing management, scheduling or compliance systems, and coordinates testing and sign-off prior to go-live. We provide role-specific training tailored to different user groups, such as administrators, operational staff and managers. Training is typically delivered remotely through interactive online sessions, supported by recorded materials and written user guidance.; ; Clear user documentation is provided to support day-to-day use and ongoing reference. Following go-live, customers enter an Early Life Support period, during which we provide enhanced support, regular check-ins and issue monitoring to ensure a smooth transition. Ongoing support are then provided as part of business-as-usual.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: All data can be exported and securely transferred. We provide the data in a variety of formats including CSV and Parquet.
• End-of-contract process: At the end of the contract, Made Tech will work closely with you to ensure a smooth offboarding process. This includes collaborating on the transfer and secure destruction of any customer data, as well as providing support to new suppliers to facilitate a seamless migration. We commit to delivering any required data backups within 30 days of receiving a written request, contingent on the settlement of all outstanding fees and charges at termination. This is included as standard in the price of the contract.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: N/A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The same service is available on mobile and desktop via the web client.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Made Tech Repairs provides web-based interfaces for both residents and housing teams. ; ; Residents use a simple, accessible and mobile-friendly interface to report repairs, upload photos or videos and book appointments without requiring a login. ; ; Housing teams access a secure management interface to view reported repairs and access configuration tools to maintain repair categories, Schedule of Rates (SoR) routing, trade mappings, business rules and resident-facing content. ; ; The interface is designed to be intuitive, accessible and aligned with public sector usability standards.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We have conducted thorough testing with assistive technologies such as screen readers. We have also engaged with users who might find digital devices challenging to ensure our service is user-friendly and inclusive. We are committed to continually improving accessibility and actively welcome feedback from all users to address their specific needs.
• API: Yes
• What users can and can't do using the API: We are committed to providing useful APIs. The technical architecture of our service allows us to add API endpoints where necessary,allowing full access to data and supporting interoperability between different software packages.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Made Tech Repairs can be configured to reflect your organisation’s repairs policies, processes and branding. This includes resident-facing branding such as logos and colours, repair categories and diagnosis journeys, appointment booking rules, and notification content.; ; Customisation is managed through a mix of an admin interface and support requests to Made Tech.; Customisation is managed through a mix of an admin interface and support requests to Made Tech.

Scaling

• Independence of resources: Each component of our service is configured to scale based on the total demand on the system. This guarantees no impact for users even during high periods of usage.

Analytics

• Service usage metrics: Yes
• Metrics types: Made Tech Repairs provides dashboards that report on the number of repairs raised, the time and day repairs are reported, and the types of repairs submitted. Teams can track conversion rates through the reporting journey, including how many reports result in booked appointments. Data can also be accessed via secure exports or APIs for integration with external Business Intelligence platforms, enabling customers to combine repairs data with wider performance and demand analysis.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v4.0
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Users are able to request their data stored in the database at any time. We provide the data in a variety of formats including CSV and Parquet.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We ensure our service is highly available and reliable through our technical architecture, development practice and monitoring. Our infrastructure is redundant over multiple availability zones. By default, we do not specify specific availability guarantees, but can do so at contract stage.
• Approach to resilience: We build resilience into our service in every component. Each component is redundant with automatic recovery across multiple availability zones. Customer data and configuration is backed up in addition to being stored in components with redundancy.
• Outage reporting: Outages are reported via regular email updates to a designated email address.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Other
• Other user authentication: Authentication for Made Tech Repairs is designed to maximise accessibility for residents while ensuring secure access for housing teams. ; ; Residents report repairs and book appointments through a login-free interface, removing barriers to use and supporting high adoption. This interface does not provide access to management or administrative functions.; ; Housing teams access the Repairs management and configuration interfaces through secure authentication controls. Team users are required to log in using authenticated accounts, with support for Single Sign-On (SSO) using the customer’s identity provider where available. Access is role-based, ensuring users only have permissions appropriate to their role.
• Access restrictions in management interfaces and support channels: Login to systems are protected using best practices, including identity federation and MFA. To further refine access management, we implement Role-Based Access Control (RBAC), which allows us to define and restrict user activities within our admin interface based on their roles and responsibilities. Our staff are trained against social engineering tactics, and we have processes and systems in place to prevent unauthorised requests.
• Access restriction testing frequency: At least once a year
• Management access authentication: Multi-Factor Authentication (MFA)

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Made Tech is committed to maintaining the highest standards of Information Security. Alongside our ISMS, we have policies in place to protect our systems and data and hold certifications such as ISO 27001 and Cyber Essentials Plus, reflecting this commitment. All staff receive regular training in Information Security.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow a zero downtime approach to change by default, ensuring the continuity of service during releases. If a change release requires downtime for any reason this will be clearly communicated with you in advance, and happen inside agreed maintenance windows. Any change that has an impact on your use of the product will be appropriately coordinated with you, and have the ability to be rolled back. The security attributes of any changes to the product is considered on a continuous basis as part of our normal SDLC.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Made Tech uses a number of different approaches at different steps in our SDLC. Our approach includes: ; - Threat modelling; - Zero trust architecture; - Following OWASP best practice; - Automated dependency scanning; - Automated dynamic application security testing (DAST); - Commissioned penetration tests by a CHECK accredited supplier; - Same day security patch application; ; More information available on request.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use a combination of third party automated monitoring and manual analysis of logs to detect potential security issues.; ; Our aim is to be as transparent as possible about any emerging or previous security incidents which have resulted in customer/service impact of any kind. If a customer's data has been compromised our customer success and technical response teams will keep you informed from the moment of discovery.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a documented response plan for incidents as well as runbooks containing processes for predefined events. ; ; If a customer has concerns about a potential incident, they can report it to our customer success team by phone or email and we will respond within agreed timeframes.; ; Our aim is to be as transparent as possible about any emerging or previous security incidents which have resulted in customer/service impact of any kind. If a customer's data has been compromised our customer success and technical response teams will keep you informed from the moment of discovery.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 2.5%
• Between £250,000 and £500,000: 2.5%
• Between £500,001 and £1,000,000: 2.5%
• Between £1,000,001 and £2,500,000: 2.5%
• Between £2,500,001 and £5,000,000: 2.5%
• Over £5,000,001: 2.5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: SOCOTEC Certification International
• ISO/IEC 27001 accreditation date: Friday 27 June 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: SOCOTEC Certification International
• ISO 9001 accreditation date: Monday 23 June 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 60976f4e-0edd-4fdf-995b-e0a139edeca0
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: E22c27f9-3358-43cc-a43d-d095305adb3c
• Other security certifications: Yes
• Any other security certifications:
  • ISO/IEC 20000-1:2018
  • NHS Digital Data Security and Protection Toolkit

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at presales@madetech.com. Tell them what format you need. It will help if you say what assistive technology you use.