We're continuously exploring new ways to improve efficiency while enhancing performance.

In the face of rising expectation and tighter financial constraints, our customers face a growing paradox that calls for more resourceful and innovative thinking. Of course, this includes the application of new technologies, but often it’s fresh ideas that have the greatest impact. We take a holistic view of innovation, across product, system, people, process, customer and supplier relationships.

Driving customer value

In a more-for-less environment, optimising value for our customers means rethinking the operating model. Regular review meetings are a forum for innovation. They’ve led to direct delivery of trades that are traditionally sub-contracted, using multi-skilled tradespeople to maximise first-time fix and new approaches to empty home refurbishment, which have seen up to 30% reductions in timescales, maximising the customers rental income and making their much needed homes available sooner for waiting residents.

New technologies

We continually invest new technology through our in-house team of IT specialists. Our experts have the skills, experience and knowledge to design and build new software applications to assist customer requirements and improve our service.

We use technology to improve customer visibility of void property refurbishment via our ‘Void App’, which consolidates void property information in one central location, eliminating reams of paperwork and providing customers with remote access to view progress and documentation.

We also use technology to streamline planned work programmes. Our ‘Project Viewer App’ is an innovative solution that provides customers with total visibility of planned work progress through any web-enable device.

Improved performance monitoring

Working in partnership with our customers led to the creation of our online KPI Portal Dashboard, which generates accurate KPI data every 24 hours, allowing customers to login remotely to view performance data daily, instead of waiting for weekly or monthly reports, providing a platform for daily trend analysis.

Enhanced safeguarding

We take safeguarding seriously - so much so that we designed and developed a safeguarding ‘Concern App’, installed on staff smartphones. It allows staff to report any safeguarding concerns they have regarding people, property or estate, sending a ‘concern alert’ to the customer’s nominated safeguarding officer for investigation - ensuring resident safety remains the number one priority. Of course, any immediate safeguarding concerns are reported to the police immediately.

Resident support

Technology also improves resident experiences. Advanced resource scheduling allows us to respond faster to emergencies and offer residents more convenient, confirmed, appointment times, while text reminders reduce missed appointments.

Community handyman services are a flexible, local solution. Innovations such as resident and property profiling and home MOTs improve works planning and curtail future repairs.

Virtual training 

We introduced our CPD (Continuing Professional Development) accredited, online training platform in 2020. It provides individual employees with access to over 100 training courses that do not require a practical assessment and provides us with advance notice of training expiry, ensuring our staff remain competent whilst maximising productivity to deliver value for money for our customers.

Supply chain integration

Technology also helps us manage materials efficiently through EDIs (Electronic Data Interchange) with suppliers and intelligent van-stock systems that notify our suppliers digitally each time an item is used for replenishment. It provides us with real-time material data and minimises waiting time at merchant suppliers, which in-turn maximises productivity and ensures our tradespeople have the correct materials to deliver a right first time service for residents.

Innovation in action

  • At our Homes in Sedgemoor partnership, residents experience real-time communication like that pioneered by the ‘bid brand’ delivery services, whereby each time they report a repair, they receive a text link to a resident portal, allowing them to see the location of their appointed tradesperson on a map, in real-time, a countdown to arrival timer, the name of the tradesperson and text updates throughout the day.
  • Combining a customer and contractor role with LiveWest reduced costs and improved the efficiency and effectiveness of Void Services.
  • Integrating our Oneserve system with Soha’s on-line resident portal means residents can book repairs directly to our tradespeople’s diaries online, reducing pressure on Soha’s call centre and streamlining the resident experience.
  • Our specialist electrical and gas teams now provide audit results and certification instantly on site via tablets.


To discover more about our services and experience please get in touch.

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