Repairs and maintenance; Planned works; Voids
What was our client looking for?
Orbit were looking for a contractor who has the experience to provide the full suite of property services to their social housing stock. The contract covers Orbit’s South and East regions; that’s 16,000 homes spread over a 200 mile radius. Repairs and maintenance, planned works, and void improvements are coordinated from our office in Sittingbourne, with 4 satellite offices providing local support. Orbit’s priorities from the start included an improved service, listening to the views of residents, and getting the job right first time.
How did we help?
Our TotalCare approach is providing Orbit with the full suite of property services. Part of this approach involves implementing lean processes which removes inefficient practices that cost our client’s time and money. It also means that the entire service is designed around the needs of the end user – in this case the resident, ensuring we are providing the best possible service in a cost effective way. In practice, when a tenant calls to report a fault they are given an appointment for a day and time convenient to them.
The operative who attends then diagnoses the fault and the time needed to fix it when they arrive. Any additional materials or labour support they require are sent immediately, ensuring they can remain on site and begin the repair.
Why is this important? Because tenants want their repair fixed first time, at a time that is convenient to them, and this approach to service delivery gives us the best opportunity to meet this expectation. We have the experience to ensure the right repair is done at the right time,making it easier to maintain a high standard of housing stock and reducing the number of emergency repair calls.
Our planned works programme includes kitchen and bathroom replacements, disabled adaptations and redecorating for Orbit’s residents.
We are carrying out over 180 repairs and maintenance jobs every day and carry out planned works to over 1,000 properties every year. Resident satisfaction averages 92.9% - well above our 82% target and we are exceeding client targets for speed of response and first time fix. Void properties are brought up to standard in 11.5 days, well under the 14 day target.