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PROPERTY MAINTENANCE LTD

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Response Repairs, Maintenance and Voids Futures... Building Better

Cotman Housing Association (Places for People)

Accent Nene

It’s all about the residents when it comes to response repairs…

Rapid response means Cotman’s customer service is safe as houses…

Brief Accent Nene has three contracts in place with FPM, for planned works, voids maintenance and response repairs.

Brief Cotman Housing Association, part of Places for People group, manages general needs housing, sheltered accommodation and specialist homes.

Winning the response repairs element through a competitive tender via the Procurement for All Consortium and OJEU process saw residents taking part in the procedure. This gave FPM a great insight into covering over 3,000 of Accent Nene’s housing and leaseholder properties. Delivery FPM’s in-house teams complete all work for Accent Nene at consistently high levels. Where specialist skills are called for we subcontract to relevant qualified trades people. Once in the field, teams are managed by our Repairs Coordinators and administration team from our central hub in Wisbech. And being respectful of residents is top priority. Challenges With Accent Nene properties spread across Cambridgeshire, Bedfordshire, Northamptonshire, Nottinghamshire, Lincolnshire and Rutland, ensuring we keep our appointments is even more important than ever. FPM ensures timely arrival by using Service Days Planning – an intuitive system which makes appointments according to both priority work and geographical areas. FPM summary “As well as making sure we deliver the services required, an important part of our relationship with Accent Nene is our active involvement with resident forums.”

Tim Drake, Contracts Manager

Customer satisfaction “I have lived in my house for 23 years and no previous contractors can hold a candle to Fosters. Please never give the contract to anyone else. The workforce are excellent, efficient & friendly.”

Wendy Dyer - Accent Nene Resident

Value ....................................................£9 million Contract type ..........................NHF SOR v5.1 Commenced ..............................................2005 Duration ..................................Up to ten years Scope of work • 24/7 responsive repairs • Response maintenance • Void property refurbishments • Minor disabled adaptations • Handy person service • Home and estate improvement works

In 2011 the housing association put its contract for response and maintenance and voids work up for tender. It needed true rapid response and outstanding customer service. Foster Property Maintenance (FPM) secured the four-year deal, impressing Cotman with its track record of excellent customer satisfaction on similarly challenging contracts. Delivery FPM receives responsive repairs and void orders direct to its customer response centre in Wisbech. Once these are verified residents are contacted to arrange a visit. Scheduling is prioritised according to predetermined criteria, before teams are dispatched. The process follows clear guidelines and a predetermined workflow, so jobs are handled with the minimum of fuss or delay. FPM staff receive orders direct to mobile PDAs. Challenges With 3,000 Cotman Housing Association homes in East Anglia, they need wide coverage. Thanks to FPM offices throughout the region, a van is always just 30 minutes away. Rapid response continues out of hours, when typical times are within two hours of calls being received. FPM summary “Logistically, we are well-placed to respond to Cotman Housing Association’s needs.”

Matt Dillon, Contracts Manager

Customer satisfaction “Foster’s quickly gave us confidence that they shared our goal, which is to provide our customers with a high quality service that is appropriate to individual requirements.”

Wayne Tatlow, Asset Management and Property Services Director, Cotman Housing Association.

Value ....................................................£6 million (plus one-off chargeable works) Contract type ..............Bespoke contract for term partnering (TPC2005) Responsive repairs, day-to-day electrical, general buildings and voids Commenced ..............................................2011 Duration ............................................Four years Scope of work • Responsive repairs – 24/7, 365 days a year • Void property refurbishments


Response Repairs, Maintenance and Voids Futures... Building Better

Muir Group

Keeping track of works afoot enables Foster to service needs across the country… Brief After an invite to tender followed by site visits and interviews, Foster Property Maintenance (FPM) successfully secured a contract to service requirements for over 1,200 of Muir Group’s housing stock. This encompasses responsive repairs, voids improvement works, minor planned works, estate improvements and adaptations to Muir’s properties. These are mainly located around Huntingdon but FPM also takes care of housing needs as far afield as Reading, Worcester and Hereford. Delivery Most of the work is undertaken by FPM’s own skilled operatives, with the occasional use of subcontractors when a project requires specialist attention. Our Repairs Co-ordinators and Administration Team organise our dedicated operatives, from a central hub – the Customer Response Centre – based at FPM’s Wisbech head office. Challenges With so many jobs to keep track of, there is the potential for works orders to become confused. To avoid this, all works orders are logged onto our work management system, Service Manager Plus (SMP). These are then progressed through a chart of pre-defined milestones, with a sales invoice raised at the end of the process. A dedicated contract administrator manages each milestone. FPM summary “Since the contract started, we have achieved a customer satisfaction level of 98%. This has been as a result of completing works within targets and keeping to appointment schedules.”

Tim Drake, Contracts Manager

Customer satisfaction ”Since commencing the contract with FPM in September 2010, we have been very impressed with the service and look forward to building on their excellent performance and community work they have undertaken in Value ....................................................£4 million the future.” Contract type ....................................Bespoke Mike Proudfoot, Commenced ..............................................2010 Response Duration ..........................................Eight years Maintenance Manager, Muir Group

CRC

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ONSE CENTR CUSTOMER RESP

Scope of work • 24/7 responsive repairs • Response maintenance • Void property refurbishments • Emergency out of hours service • Package works including; minor disabled adaptations, home / estate improvements and minor planned works


Response Repairs, Maintenance and Voids Futures... Building Better

South Kesteven District Council

Fosters is carrying out major works between tenancies to improvement resident living… Brief South Kesteven District Council (SKDC) has a stock of 6,300 dwellings in South Lincolnshire, ranging from houses to sheltered schemes. SKDC has a constant requirement to improve ageing housing stock to meet the homes standard. Some of this stock is almost a century old and needs major investment to be brought up to scratch. Having recently opened a Grantham office, winning this contract has been significant for Foster Property Maintenance (FPM) as we expand across the UK. Delivery Works are undertaken by a mixture of FPM teams and subcontractors when projects are specialist or high volume projects. These are co-ordinated by an experienced FPM supervisor. Our Project Team co-ordinates crews of surveyors, works supervisors and operatives to deliver works. Challenges It is important for the client that works run smoothly and complete on time, as residents need to move into properties. FPM has to maintain high standards while working to tight deadlines for every project. FPM summary “Because of our size, we are able to negotiate better deals through our suppliers, which we can pass on to the client. This, along with the strength of our teams, allows us to focus and deliver on time and to cost.”

Tim Drake, Contracts Manager

Customer satisfaction "We are delighted to be working with Fosters as they provide a excellent and reliable service at a very Value ..............................................................TBC Contract type ................Competitive tender competitive price. Commenced ................................................TBC Customer service is Duration ......................Initial three-year term, second to none!” with option to extend by a further two Liz Bishop, SKDC, years, based on performance. Improvements team. Scope of work Major void refurbishments carried out in empty properties between tenancies, comprising: • Internal works • External works • Renewable installations • Specialist works • Structural works • General building works

t. 01945 586999 f. 01945 586990 www.fpm-ltd.co.uk enquires@fpm-ltd.co.uk

Unit 1, Foster Business Park, 79 Boleness Road, Wisbech, Cambridgeshire PE13 2XQ


Case Studies - Response