Meet your new repairs and maintenance contractors - Cobalt Housing

KEEPING YOU SAFE, WARM & COMFORTABLE IN YOUR HOME Meet your new repairs and maintenance contractors A guide to your new contractors who will be providing repairs and maintenance services, gas servicing and electrical safety services to keep you safe, warm and comfortable in your home.

cobalthousing.org.uk | @CobaltHousing

Procuring the contracts Dave Woods, Director of Operations For the past 18 months, Cobalt has been working on an extensive procurement process for the delivery of three new repairs and maintenance contracts with the support of Rand Associates who acted as our procurement consultants.

During the process we have listened to tenant feedback and recognise that a quality repairs and maintenance service is the most important thing for many tenants. You have told us that repairs are taking too many visits to complete, and that good communication between Cobalt, our contractors and our tenants is the ‘golden thread’.

We understand the areas we need to improve on, and are confident that as we award the new contracts, we can ensure that we’re providing the best possible service to you.

The repairs and maintenance contracts were split into three lots in the tender process, and we are delighted to inform you that we have now awarded the contracts. The contracts will be fixed for 3 years but with the option to extend up to a maximum of 7 years.

From the 1st August 2021, your new repairs, maintenance and servicing contractors will be: • Responsive maintenance & voids: HMS • Gas reactive & gas servicing: Sure Maintenance Ltd • Electrical safety: Sure Maintenance Ltd Project teams with staff from Cobalt, HMS and Sure Maintenance have been working hard over the past few months to ensure a smooth transition to the new contract, with new IT systems, workforces and suppliers.

Please bear with us in the early stages as we migrate to our new service, but we are confident that tenants will see an improvement to our repairs and maintenance service.

“We’re pleased to see that Cobalt has committed to starting the contract on 1st August, and we appreciate that there is a lot of work involved in switching over to the two new contractors before then, in order to get all services up and running effectively.”

Hannah, Involved Tenant

Tenant involvement Our tenants’ opinions are really important to Cobalt, and we asked a number of tenants to join a team of staff to undertake a quality evaluation process as part of the procurement project.

Those getting involved included members of our Tenant Consultative Panel, Homes and Neighbourhoods Committee, and other non-panel members, and helped us to evaluate areas relating to customer care, quality of works, and customer service.

Some of our involved tenants also contributed to identifying priorities for the new service, as well as the creation of customer care questions they felt were essential to be asked as part of the final interview process.

Interviewing current tenants of other housing associations who receive services from the new contractors was an important part of the project, to be able to get a true sense of tenant satisfaction and contractor performance, according to tenants.

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“This is the first project I’ve been involved with as a Cobalt Tenant, and it has been really great to be able to give my opinions and know that I’m actually representing tenants.

We are the ones living in the homes so we need to be involved to make sure that the contractors selected are the right ones for all tenants.”

Hannah, Involved Tenant

Your feedback matters Remember, we are always keen to hear your feedback so we can understand how we are performing, so do visit our website and complete the form to tell us how you think we are doing.

There are also lots of other ways to get involved with what we do at Cobalt, from completing quick surveys, to joining panels and taking part in projects like this one. We are committed to ensuring our tenants play a key part in shaping our services, and really value your input. For more information about getting involved, please visit www.cobalthousing.org.uk/get-involved.

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Julie Roberts Tenant Consultative Panel Chair “We really liked to hear that HMS channel all their profits into social value projects, focusing on health and wellbeing activities, support into jobs and training, and money and benefits support, so we are excited to see what opportunities this will bring to Cobalt tenants going forward”

Your new responsive repairs & maintenance contractor HMS will be your new contractor for carrying out general repairs and maintenance inside and outside your home. They have extensive experience in providing repairs and maintenance services to many housing associations and local authorities in the North West, and their office is situated on the East Lancs Road, so they are already very much part of our community.

HMS have a ‘right first time’ approach, to ensure that works are completed to an excellent standard within agreed timescales, reducing the need for repeat visits.

They also continually monitor customer feedback to help them learn, improve and continue to exceed expectations.

Their work will include (but is not limited to): Inside your home, e.g.

Outside your home, e.g.

• Plumbing

• Fencing and gates

• Electrics

• Drainage

• Carpentry and joinery (Internal doors, handrails, skirting boards & picture rails)

• Brickwork

• Plasterwork (floor, walls & ceilings)

• External doors and window

• Kitchens & bathrooms

• Flagging

• Roofing

“HMS are thrilled to have been awarded this tender and begin working with Cobalt Housing to provide services that will ultimately keep you safe and healthy in your home” Alison Brown, HMS’ Maintenance Director

Your new contractor for gas reactive maintenance, and gas & electrical safety inspections Sure Maintenance delivers safe, reliable, award-winning gas installation and maintenance services to clients across the UK, and have over 30 years’ experience in supporting residential properties. With their head office in Liverpool, they take a very local approach to service delivery, and operate a 24/7 helpdesk for out-of-hours emergencies.

Sure Maintenance have twice been named ‘Contractor of the Year’, as well as ‘Regional Contractor of the Year’, and their approach is to focus on the quality of their service to ensure that targets are successfully achieved with minimal disruption to residents. They always aim to get it right first time and, if not, take and communicate actions straight away to put the issue right.

Their work will include (but is not limited to): • Gas reactive repairs and maintenance (including breakdowns and renewal of replacement parts) • Out-of-hours emergency repairs

• 5-yearly electrical safety inspections and routine maintenance • Gas safety inspections to empty homes

• Annual gas safety inspections

“Sure Maintenance are delighted to have been awarded the gas service and maintenance and electrical safety contracts with Cobalt Housing. We look forward to working closely with Cobalt Housing and their customers for years to come. We are excited to work within a strong Community and look forward to developing a trusting relationship with all residents.”

Pat Coleman, Sure Maintenance’s Managing Director

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Hannah, Involved Tenant “We felt that Sure Maintenance had a great track record for good customer service, and the tenants they are currently working for had good things to say about them, which is really important to us”

How will the new contracts affect you?

An improved service We are confident that HMS and Sure Maintenance will deliver an improved repairs and maintenance service to Cobalt tenants, with: • a high-quality repairs service to Cobalt tenants completing repairs in a single visit wherever possible • availability of 2-hour appointment slots • emergency repairs attended to within 2 hours • appointments that are monitored to ensure they are kept at all times • Sure only: extended appointments scheduled 7 days per week in recognition of customer demand

• text communication as repairs progress, for example when repairs are appointed, or the operative is on their way to a job • issuing of appointments on site in the event of follow on works required • co-ordinated gas & electrical servicing appointments (where feasible) to minimise disruption • ability for tenants to rearrange appointments electronically

A focus on social value As a requirement of the new contracts, both HMS and Sure Maintenance have committed to actively participating in economic and social regeneration initiatives.

For each year of the contract, they will be delivering community-based initiatives focused on jobs and training opportunities such as work placements and training programmes. As well as delivering community-based projects such as improving health & wellbeing, environmental improvements to tackle fear of crime and digital inclusion.

This is a fantastic opportunity to add significant value to the communities which they will be serving, and opportunities will be promoted to Cobalt tenants by social media, website, post and via our community partners.

Make sure you’re following Cobalt on Facebook, Twitter and Instagram to see the latest news @CobaltHousing.

Your top questions answered We asked tenants to send us their questions about the new contracts through social media, the website and our tenant panels. These were the top 5 themes: 1. What guarantees do we have with the quality of staff that will be transferred over with the new contract?

We’ve had reassurances that HMS and Sure Maintenance will have some of their more experienced staff working alongside transferred staff from day one to help the transition. We’ve also made some changes to the type of contract that is in place, which means we are able to manage performance more effectively.

2. What will happen to the outstanding work from JC and Liberty?

We have been working with JC and Liberty to concentrate on outstanding works to make sure they are completed, and have been undertaking post-inspections to completed work. Any outstanding work on 1st August will then be transferred over to HMS or Sure Maintenance, who will complete the job.

3. I have a trade or am keen to work in the construction industry, will there be any opportunities for me as a tenant?

Both Sure Maintenance and HMS are looking for a range of tradespeople to work across Liverpool, Warrington and St Helens. Please head to page 14 to find out what roles might be available, and how to apply.

4. I’ve been waiting for a repair to be completed for a long time, will it now be sorted quickly?

Should you have reported a repair and the contractor has not attended the appointment to complete it, please get in touch so we can ensure it is completed as a priority. Any repairs reported will continue to be treated the same from 1st August, and we will aim to resolve your issue within the timescales explained in our repairs policy (see cobalthousing.org.uk for details).

5. What if the new contractor doesn’t complete a job properly?

We will be very much focused on performance management to ensure tenants are satisfied with the works completed in their homes and will be increasing the way in which we post-inspect completed work and collect satisfaction feedback.

If you have any further questions about the new contracts, contractors, or repairs, please send a message via your MyCobalt account, email us at info@cobalthousing.org.uk, or call us on 0330 303 2222.

Staying vigilant Identifying the new contractors The operatives of HMS and Sure maintenance are professionals and whilst working will always adhere to high standards of customer care, health and safety.

When visiting your home, they will: • be dressed in branded uniform and (if appropriate) Personal Protective Equipment (PPE).

• wear a clearly visible ID badge which identifies them as part of the Sure Maintenance or HMS team. It will show their name and photo, company name, office telephone number for verification purposes, along with an expiry date.

This will always be shown to you before they enter your home to carry out any type of work.

• be driving a branded vehicle, which will be distinct and recognisable and show the logos of HMS, Sure Maintenance or Cobalt Housing on the side and back.

Beware of unofficial callers Unfortunately, there is always a risk that people may take advantage of a contract switchover as tenants and residents become more familiar with what the new contractors look like. Please remember to take the following precautions if someone calls at your door:

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2

3

THINK!

LOOK!

ASK!

Do I have an appointment booked in with Cobalt today?

Can I see the operative’s branded uniform and van?

Can the operative show me their ID before entering my home?

If you are at all in doubt about an operative’s identity, please call our solutions call centre on 0330 303 2222 who can verify them immediately.

If you feel threatened, or at all in danger, close and lock your door and call 999.

Reporting a repair The way you will need to report a repair will not change. You can still report non-urgent repairs via your MyCobalt app, our website, and by email, and call 0330 303 2222 to speak to our solutions call centre.

Is your repair an emergency?

Is it during the daytime (9am-5pm)?

Call 0330 303 2222 to speak to our Cobalt Solutions call centre team

Call 0330 303 2222 and follow instructions to be put through to the out of hours contractor

For routine repairs 24/7 • Set up a MyCobalt account on your smartphone, tablet or computer to report a repair wherever you are • Email info@cobalthousing.org.uk • Complete the online form at www.cobalthousing.org.uk

• Send us a private message via Facebook messenger • If you do not have access to the internet, please call 0330 303 2222 to report a repair. Please note phonelines can be particularly busy at certain times of the week.

What is classed as an emergency?

1. complete electrical failure

4. blocked drains

2. gas escapes

5. damage that may make the property unsafe or dangerous

3. major leaks

When is best to call us?

Calling us and struggling to get through?

There may be a better way to find the information you’re looking for Paying rent?

You can pay any time, anywhere with your MyCobalt account www.cobalthousing.org.uk/mycobalt Making a complaint?

Fill in our new, easy complaints form at www.cobalthousing.org.uk or email info@cobalthousing.org.uk Reporting ASB? Complete our general contact form at www.cobalthousing.org.uk or email info@cobalthousing.org.uk Communal block service question?

Email communalblocks@cobalthousing.org.uk Grass cutting or our maintenance of open areas?

Email communalblocks@cobalthousing.org.uk Development including new builds?

Email developmentregen@cobalthousing.org.uk

Looking for work?

Sure Maintenance and HMS are both currently recruiting for a range of roles to support their work on long term social housing contracts, including the new contract with Cobalt. They are keen to recruit locally and encourage Cobalt tenants and local residents to apply.

Sure Maintenance Sure Maintenance are looking for people with experience of repairing and servicing domestic gas appliances within social housing properties. A good knowledge of a range of gas appliances including boilers and fires and the ability to achieve a high first-time fix rate is required.

If you are an experienced Gas Engineer within this area they would like to hear from you. Please submit a CV via email to: hr@suremaintenance.co.uk, or call 0151 728 5755 for more information.

HMS HMS is looking for enthusiastic, hardworking tradespeople to join its awardwinning team. Currently recruiting for all trades including joiners, plasterers, groundworkers, painters, plumbers, multiskilled operatives and cleaners, HMS are keen to expand their team and continue delivering high quality works across the region. For further information and to apply, please visit www.hmsworks.co.uk.

If you need help with creating a CV or applying for a role, ask to speak to our regen team on 0330 303 2222.

HMS is also committed to supporting people looking to learn a new skill or embark on a new career path and will be releasing apprenticeship opportunities across all trades later in the year, so check their website for updates.

Did you know?

Late summer is a great time to test your boiler Follow these 5 simple steps to check yours is ready as we head into the autumn:

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Turn on your central heating system.

2

Turn the room thermostat right up, making sure that the boiler fires itself up. If you have thermostatic valves on your radiators, make sure they’re turned up to the highest setting too.

3

After a period of between 5-10 minutes, carefully feel with your hand the top and bottom of each radiator in every room of your home. You are looking to ensure the radiators are warming up and there are no cold spots.

4

Having performed these checks, turn your room thermostat down and get to know how the timer and room thermostat for your central heating system work.

5

Having your heating on a constant low temperature (18oC) is better for preventing damp & condensation.

If you spot any issues with your boiler or central heating system, please call us on 0330 303 2222 and we’ll arrange for an engineer to visit your home.

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Kieran Timmins Chair of Cobalt Housing’s Board “As a Board we are absolutely committed to investing in maintaining our current homes and making sure all our residents get an excellent repairs service. I’m delighted we will be working with Sure and HMS, both locally based and sharing our values, to deliver that service. I look forward to seeing the innovation and improvements they can bring and how they will work with us to deliver jobs and training for our communities, especially our young people”

cobalthousing.org.uk | @CobaltHousing