Strategic investment will modernise repairs, improve tenant engagement and enable more connected service delivery
BELFAST, UK – 9th July 2026 –
Midlothian Council has partnered with Totalmobile to deliver a new field service management platform, marking a significant milestone in the Council’s wider transformation programme.
Following a review of its existing systems and future service requirements, the Council chose Totalmobile’s Field First platform to support a more modern, efficient and responsive approach to managing housing repairs and frontline operations.
The decision reflects a clear focus on improving visibility across services, reducing manual processes and equipping frontline teams with the tools they need to deliver better outcomes for the residents of Midlothian.
Driving modern, connected field services
The new cloud-based platform will replace legacy systems with a fully integrated field service management solution, enabling end-to-end management of repair and maintenance activity — from initial request through to completion.
By introducing real-time data, intelligent scheduling capabilities and mobile workforce tools, the Council aims to:
The system will initially support Building Maintenance and Roads teams, with the flexibility to expand across additional service areas over time.
Enhancing the resident experience
A key element of the new platform will be the introduction of a tenant self-service portal, allowing residents to report repairs, track progress and book appointments online at a time that suits them.
This will create a more accessible and transparent experience, while reducing administrative effort for operational teams and enabling a more streamlined service overall.
The platform will also provide a complete audit trail of each interaction, improving accountability and supporting continuous service improvement.
Empowering frontline teams
Field First will play a central role in enabling smarter, more efficient ways of working.
Field-based operatives will be able to receive, update and complete jobs in real time using mobile devices, capture photos directly from site and provide instant progress updates. Office-based teams will benefit from greater visibility of workloads, improved scheduling capability and access to more accurate, up-to-date performance data.
Together, these capabilities will create a more joined-up service, reducing delays and helping ensure issues are resolved quickly and efficiently.
A strategic partnership approach
Saty Kaur, Chief Officer Corporate Solutions at Midlothian Council, said:
“This is a key step forward in how we deliver services across Midlothian. We want to provide a high-quality, responsive service for our residents, while also equipping our teams with the tools they need to work as effectively as possible. Following a thorough review of our options, it was clear that Totalmobile’s Field First platform offered the flexibility, visibility and long-term capability we were looking for. This investment will support our transformation ambitions and help us build a more connected, resilient organisation for the future.”
Ricky Moore, Managing Director for Public Sector at Totalmobile, added:
“Midlothian Council has taken a clear and forward-looking approach to modernising its services, with a strong emphasis on improving outcomes for residents while supporting frontline teams. Field First is designed to enables organisations to transform how field services are planned, delivered and managed. We’re proud to be working in partnership with Midlothian to support their transformation journey.”
Future-ready service delivery
The platform will also introduce enhanced capabilities including:
Together, these features will help ensure the Council is well-positioned to meet evolving demand while continuing to deliver high-quality, efficient services for residents.
