Repairs and Maintenance March 2025 update
Procurement of contractor framework
As part of our efforts to improve the delivery of our maintenance services to you, and our commitment to delivering high customer satisfaction as part of our Customer Focus Corporate Plan objective, we are in the process of procuring a new maintenance contractor framework. The exercise will look to improve our response times to repairs, enhance the quality of repairs completed, and will provide value for money.
Procurement of materials framework
We are also reprocuring our materials contract, ensuring that materials that we use for repairs are of a quality standard so that you receive a great service, but which still provide value for money. As well as improved material quality, the new contract will be assessed based on the following areas: supplier reliability, enhanced contract terms and flexibility, innovative technologies and enhanced supplier relationships.
Working together to improve our systems
In January, members of our maintenance team visited Curo Housing Association to gain insight as to how their teams used data to achieve improved communication, including accurate job progress updates, improved customer satisfaction and lots more.
Damp and mould
Damp and mould remains an area of focus for us, and lots of activity has taken place to shape our service so that we can meet regulatory requirements and deliver a good service.
Awaab’s Law is a requirement that the government will be bringing into force for the social housing sector from October this year. Following the tragic death of Awaab Ishak in 2020, Awaab’s Law requires landlords to investigate and fix reported health hazards within specified timeframes, and we support this law and in improving the quality of social housing for all.
Things we have done to prepare for the law and improve our service:
- Setting up a damp and mould prevention group, which meets regularly to discuss and improve the services we deliver.
- Working with our Technology & Innovation team to create a performance dashboard, focused on damp and mould, to manage our response in a timely and effective way.
- Recruiting more tradespeople, working specifically on damp and mould works.
- Working on a new case management system to effectively manage the number of damp and mould jobs we have. This will allow us to track all related repairs and in working with our Landlord Services team, we can identify whether any extra support is required for the individual.
