CASE STUDY:

Wiltshire Council

CONTRACT TITLE

Responsive Repairs, Voids and Planned Works

CONTRACT VALUE

£17.75 Million

DURATION

3 Years + 6 Years Extension

COST MODEL

NHF Schedule of Rates

The TPC2005 term partnering contract with bespoke options, provides maintenance and improvement to general needs housing, sheltered schemes and garages in Salisbury and the surrounding areas of Wiltshire.
96.7%

CUSTOMER
SATISFACTION

6,000

REPAIRS
ANNUALLY

360

VOIDS
REINSTATED

What our client wanted

The Unitary Authority wanted to create further value for money with best-practice as the model for measured improvement in their housing repairs service to their customers. By reorganising their DLO and combining resources with our own capability, the aim was to create a highly-developed service, focused on operational efficiency that’s coordinated to do the right work, at the right priority, in the right way.

How we helped

We maintain and improve Council owned assets throughout the whole of Wiltshire with a focus on void reinstatements, whole-house improvements, roofing works and general repairs to 5,300 homes plus 1,200 garages within the region. The service we deliver is coordinated with the Council’s DLO from our office in Salisbury, and sees measured improvement through management insight and supply chain initiatives that reduce the whole-life cost of asset ownership.

What we achieved

Regular engagement with customers has been a contributing factor to addressing local priorities but also that their needs remain central to our thinking. We draw guidance from capability charts and other performance measures to make incremental change a natural behaviour in our work where every repair aims to create a customer experience to be proud of.

The results

We complete 500 repairs and reinstate 30 empty homes each month to a level of customer satisfaction that averages 96.7% and with major voids completing within 21 days, one day less than the targeted measure of performance.

 


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