CASE STUDY:

Soha Housing

CONTRACT TITLE

Responsive Repairs, Voids, Planned Works, Out of Hours and disabled adaptations

CONTRACT VALUE

£10 Million

DURATION

3 Years + 2 Years Extension

COST MODEL

Bespoke Schedule of Rates

Our contract, which operates under a bespoke Schedule of Rates, supports the entire range of dwelling types for some 6,000 properties including General Needs, Sheltered and Supported Living, Keyworker and Student accommodation, plus garages in towns and villages in South Oxfordshire.
98.6%

COMPLETED
ON TIME

17,000

REPAIRS
ANNUALLY

97%

CUSTOMER
SATISFACTION

What our client wanted

Following the termination of Soha’s existing agreement with a large national contractor, the housing association wanted a relationship with a service provider that could evidence a track record of turning-around under performing contracts. Budget management and achieving programme certainty of their maintenance spend, plus visibility of their operational performance were further aspects driving Soha’s growth and change.

How we helped

With an interim contract awarded over a period of 9-months (now extended to a 6-year contract), and with the TUPE transfer of 30 staff from the incumbent provider, stabilising the existing operations and integrating our systems with Soha’s own software, IBS, have been the critical steps to achieve a steady-state in the way their maintenance is now run.

Mobilising the contract at short notice, and at just 4-weeks, has also seen many advantages, not least works starting much sooner, but also integrating our systems to allocate tenant appointments on first contact have improved satisfaction further still.

What we achieved

Procurement has been a further step forward, with the standardisation of products and materials to Soha’s exact specifications. Supply chain involvement has realised savings in budgets, and introducing home visits when notified of ‘end of tenancy’ has reduced key to key times with the out-going and incoming tenants by 5-days across all voids.

The results

We receive some 260 void works instructions and 17,000 repairs annually. First time fix is 90.6%, more than 3% above the KPI, and jobs completed on time averages 98.6%. Minor voids are returned to a lettable standard in just 5.1 days, and customer satisfaction averages 97%.

 


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