Delivering Responsive Maintenance to Housing Associations

1

• Delivering Responsive Maintenance to Housing
  Associations

2
WHO ARE BETTER HOMES SCOTLAND?
Better Homes Scotland is a joint venture between
Eaga Homes and Tulloch Services. The vision of
both organisations is to set up partnerships
with Social Housing Providers to deliver a
seamless maintenance service which provides good
quality homes.
3
CURRENT EXPERIENCE

• Better Homes Scotland builds upon our current
  contracts involving 3.5m of work on 15000 homes
  each year
• Our customer response centre currently deals with
  
• Over 100,000 orders per year.
• Each order is monitored and processed through our
  current systems
• The systems are in real time allowing all parties
  to monitor the process and produce job status
  reports as required
• - We are accredited to ISO 9001 which endorses
  our system of working
• - Our Investors in People award recognises our
  dedication to the continuing improvement of our
  workforce

4
THE PROCESS AS WE KNOW IT

• -Request for work is received from tenant
• -Request is evaluated by local housing office
• -Local contractor selected from approved list and
  a work order issued
• -Contractor attends, assesses work, carries out
  work or reports back for revised instructions
• -Work completed
• -Contractor invoices local office
• Generally invoicing 1 job at a time
• 100s of invoices processed every week

5
WHAT DO HOUSING ASSOCIATIONS NEED?
-To provide good quality, affordable, well
maintained homes -To have a reliable, skilled,
and responsive maintenance workforce with
national coverage -To keep costs under effective
control -By effective responsive maintenance,
reduce the planned maintenance requirement -A
workforce that focuses on quality service
6
THE BETTER HOMES SCOTLAND WAY

• Better Homes Scotland propose to establish
• -Centralised Response Centre
• A single free phone number for all tenant
  enquiries
• Dedicated call staff trained to understand
  repairs
• Finance Section - to control the admin process
• -Series of strategically placed local depots
  local tradesmen trained to national standards
• -Automated reporting
• -Remote monitoring of the process
• -Single invoice statements
• -A dedicated Client Liaison manager

7
THE WAY FORWARD
Already in place -Easily obtained service for
tenants -Locally based labour force -Utilisation
of local office knowledge and relationships with
tenantsWhat we can offer as additional -Single
contractor point of contact - with national
coverage -Agreed schedule of rates know the
cost before you start -Agreed performance
criteria timescales, quality,
expenditure -Implement IBS invoicing/reporting
system -Less administration for your staff more
time for quality management
8
HOUSING ASSOCIATION RESPONSIVE MAINTENANCE
Housing Association
Invoice Monthly
9
DEALING WITH TENANTS

• Tenants are our customers
• -Call Centre experienced in working with
  vulnerable and elderly households
• -Workforce regularly work in occupied
  properties
• -Customer Complaints
• Right 1st time
• Keep them informed
• Service Excellence
• A written complaints procedure is available to
  all customers
• All complaints whether written or verbal are
  recorded on the shared IBS system

10
COMPLIANCE POLICIESHeld/Audited by Better Homes
Scotland
-Environmental Policy -Data Protection
Policy -Health Safety Policy -Quality Control
Mechanisms In-house Risk Management and QA audit
teams
11
ANY QUESTIONS ???
Choosing betterhomesscotland means that we take
the strain, you get a tailored solution and your
tenants get a better home