CASE STUDY:

The Guinness Partnership

CONTRACT TITLE

Responsive Repairs and Voids

CONTRACT VALUE

£18 Million

DURATION

5 Years + 10 Years Extension

COST MODEL

NHF Schedule of Rates

The TPC2005 term partnering contract provides maintenance and improvement to general needs housing and some commercial properties within two of Guinness’ operational regions spanning an enormous 5,000 square miles of urban and rural areas within the South West of England.
92.5%

CUSTOMER
SATISFACTION

16,200

REPAIRS
ANNUALLY

94.1%

RIGHT
FIRST TIME

What our client wanted

With a social purpose to deliver a great service, great homes and great places for people to live, Guinness wanted to make every customer experience count with ambitious targets that deliver more work with greater efficiency. The aim was to create priceperformance benefits in their housing maintenance service, with the budget saved being reinvested in new homes and applied as improvement to their existing properties.

How we helped

We maintain 5,500 properties throughout Devon and Cornwall, Dorset, Bath and Bristol with a team skilled in all the main building trades. Void improvements and maintenance is coordinated locally from our offices in Bristol and Exeter as Emergency and Urgent repair priorities, with real-time interfacing of the repairs process encompassing job raised to job paid with little intervention by our client.

What we achieved

We’ve connected our entire workforce for the contract, with the work to be done with a repairs API integration with the Northgate housing software. Operating proactively has meant a service that’s more convenient, and timely for customers, where virtually every job is appointed beforehand. Also with a £300 self-authorisation limit for repairs, we’re creating further efficiency by undertaking additional repairs there and then, so that a missed repair doesn’t become the next costly replacement.

The results

We complete 1,350 repairs and maintenance jobs each month and reinstate two void properties to the Guinness standard in just five days; that’s in half the time of the KPI. Right first time repairs averages 94.1% for all repairs, 2% more than the performance required and customer satisfaction is a measured improvement at 92.5%.

 


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