COMMENT
Why we’re bringing our repairs in-house Mark Earle, Head of In-House Maintenance Service, bpha
Trust lies at the heart of everything we do. When people meet our team in the field or see our vans in the communities we serve, we want them to feel assured that their jobs and the homes they live in are in safe hands. We’ve consulted with both colleagues and customers to ensure our new livery and uniforms make the right statements about the reliability and integrity of bpha and the work we do. At bpha we’re in the process of bringing our repairs This open, collaborative approach underlines how and maintenance service in-house. We believe doing we’re working with all stakeholders, partners and so will improve the repairs and maintenance service customers to deliver the right services for people. for our customers. Following the appointment of Totalmobile as One of the things I love about being part of bpha supplier of our new repairs and maintenance job is that we don’t just work by our values. We live management system, we’ll be engaging with various by them. Across the colleagues across the business, colleagues business to ensure are passionate about that our technology “Bringing our repairs and improving the customer meets the challenge maintenance service in-house means experience and helping of providing repairs that when our customers report a people to love where service excellence to repair, it’ll be undertaken by a bpha they live. our customers and The main engagement colleague, who lives by our values, and improves the way we most customers have with puts customer satisfaction at the heart communicate with us is through our them. And we’ve of everything they do” repairs service. We selected Travis Perkins as manage over 19,000 our buildings merchant, homes. Keeping them all safe, warm and in great providing the materials and products we need to repair has a huge impact on how customers rate their undertake repairs. overall experience when dealing with bpha. We’ve recently appointed a commercial manager Bringing our repairs and maintenance service inand are currently recruiting an operational mobilisation house means that when our customers report a manager, who will strengthen our mobilisation team repair, it’ll be undertaken by a bpha colleague, who and ensure we’re ready for the go live this autumn. lives by our values, and puts customer satisfaction at This is a big project. And a the heart of everything they do. complex one. But we know During the last 12 months, we’ve consulted this will positively with customers extensively. We asked about their transform the experience and how they wanted it to improve. In customer and designing our service, we’re incorporating feedback colleague to ensure it delivers what our customers have told us experience they’d like. massively. Over the next few months, we’ll be ordering the fleet, tools, equipment, and IT that our in-house team will need to enable them to work effectively and efficiently. This includes building on the strength of the bpha brand to make sure our customers instantly recognise our trade colleagues in the field.
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HOUSING QUALITY MAGAZINE MAY 2022
