UK social housing providers dramatically improve repairs performance
A typical repairs project will result in:
- Better overall process performance (fewer WIP jobs, a higher first time fix rate, better operative productivity)
- A reduction in failure demand contacts into your organisation
- A better customer experience
- A lower cost service
We have been working with UK housing providers since 2009; see the results that other housing organisations have achieved in some of our project case studies below.
Improving performance and productivity at Places for People
Places for People engaged Ad Esse to deliver a review of their Property Maintenance Department (PMD), which includes all areas of responsive maintenance. The review covered the end-to-end process; from the initial customer contact (internal and external) through to financial completion, across the different types of responsive works including standard repairs, remedial works, communal works, and major repairs.
Amongst the great results the organisation achieved was a 30% increase in jobs completed per day.
Embedding a new Repairs System
Definitely something a bit different for us, we were asked to complete an operational change management role to support the roll out of ROCC to operatives in Golding Homes.
“Appointing Adam to come and work with us at Golding Homes during the implementation of ROCC had been really important. Adam had been going out on site with the operatives and showing them how to use the devices when out in the field on a case-by-case basis.” – Carol Meloy, Head of Repairs and Maintenance at Golding Homes
Understanding the Repairs Customer Experience
Homes for Haringey engaged us to undertake a project to map the repairs customer journey, gathering this involved focus groups and interviews with residents. The outputs were used by their insights team to support a service improvement project.
“Ad Esse were a pleasure to work with. After the initial briefing discussions, they got on with the task at hand and engaged really well with staff and residents [at Homes for Haringey]. We were really pleased with the work they produced for us, all conducted professionally and delivered on time and within budget. I’ll definitely consider them for any similar work in the future.” – Elaine Prado, Head of Customer Experience and Operations at Haringey Council
43% reduction in WIP jobs at One Housing
An end-to-end service redesign supported by two in-house Lean practitioners we were up-skilling led to a 43% reduction of in-progress jobs and an 18% increase in the repair first time fix rate.
“Changing the culture and focus of teams can be challenging, but by focusing on the customer experience and how the process impacts our customers while using Lean tools and techniques, we could ensure we found the right solutions. The significant improvements in first time fix rates is not just better for customer satisfaction; its helping bring the volume of work down to record lows, enabling the maintenance team to respond more quickly to repair requests.” – Dan Oehlman, ex-head of business change at One Housing
89% customer satisfaction increase at Saxon Weald
A service review focusing on the organisations homefix service led to significantly increased customer satisfaction and a 28% increase in first time fix rate.
“Through this work with Ad Esse, as a Senior Management Team we can now pinpoint and focus/work to address the areas flagged to better align capacity with service delivery. I highly recommend this service to anyone looking for an external expert to review the nuts, bolts and outputs of functions that they are responsible for and wanting to achieve better efficiencies.”
Asif Khan, Head of Asset Management at Notting Hill Genesis
We can help you to deliver a better, more effective, higher performing and lower cost service. To sustainably improve the performance of your repairs service, start your process review with us today by emailing firstname.lastname@example.org, or use the contact page.