# #ops-reporting — export, 1–2 October 2026

**Gethin Aldous (Regional Ops Manager), 1 Oct 09:12**
September first-time fix is in. 3,912 of 4,830 completed repairs closed with no follow-up flag. That's 84%. Best month this year.

**Roisin Fairweather (Customer Care Lead), 1 Oct 09:40**
We get 68%. 3,282 of 4,830. We only count a repair as fixed if nobody had to go back within 30 days.

**Gethin Aldous, 1 Oct 09:44**
The engineer ticks follow_up_required when the job needs another visit. That is the record. If they didn't tick it, it was fixed.

**Roisin Fairweather, 1 Oct 09:58**
They don't tick it when they think it's fixed and it isn't. 630 of your 3,912 had someone back out within 30 days. Those customers rang us, not you.
And you can't just count recalls either. The contact centre logs about half of the go-backs as a brand new repair instead of a recall, because that's the default in the booking screen.

**Gethin Aldous, 1 Oct 10:03**
For what it's worth 4,830 already leaves out cancelled and no-access visits. We agree on that at least.

**Nkechi Brandt (BI Analyst), 1 Oct 10:20**
I pulled both sets of numbers this morning. Two things from the data side:
- appliance_id has only been filled in since 3 March 2026 when the new engineer app went live. Before that it's NULL and all you have is address_id.
- Some addresses have more than one appliance (HMOs, small commercial units). So "same address" and "same appliance" are not the same test.

**Owen Prys (Finance Director), 2 Oct 08:15**
The board pack needs one number, ready on the 1st of each month, with last September next to it for comparison. Subcontractors in or out, I don't mind, just tell me which. And who owns this going forward?

**Gethin Aldous, 2 Oct 08:31**
It was Marguerite's before she left in August. Nobody has picked it up.

**Roisin Fairweather, 2 Oct 08:40**
Installs and annual services shouldn't be anywhere near this, by the way. It's a repair measure.