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Repairs and maintenance service review

A root and branch review of the Maintenance Service has been carried out and a new set of targets have been agreed for the next twelve months from April 2007.

The review looked at all aspects of the service – standards of delivery, quality and contractor performance, levels of resident satisfaction, costs and resident involvement.

A fundamental part of the review was to compare our performance with that of seven other locally based housing associations. The results show that the association’s performance compares well.

The service review has been considered by the Housing and Development Sub Committee, the Executive Committee and a Service Review Focus Group, which was attended by 8 residents. All agree that the repairs service is functioning well, with excellent performance by the network of contractors who carry out the work. Resident satisfaction levels are consistently high and there are very few complaints. One very pleasing comment from a resident was “the rapport with residents, contractors and the associations staff is like family”.

Expenditure on repairs has increased significantly over the last 3 years but this has been experienced by other housing associations in the study.

The targets for the next year are as follows:

  • To review the list of contractors to maintain a sufficient network to provide a continuing excellent service.
  • To post inspect all repairs costing over £200 and 10% of all others.
  • To carry out 99% of emergency repairs within 24 hours.
  • To carry out 97% of urgent repairs within 4 working days.
  • To carry out 98.5% of routine repairs within 21 working days.
  • To achieve resident satisfaction levels at 90%.
  • To achieve satisfaction levels with new lettings at 90%.
  • To spend no more than 30% of the annual budget on Emergency and Urgent repairs.
  • To spend 60% of the total budget on planned maintenance and 40% on responsive maintenance.

Head of Housing & Development, Gordon Gray said “We’ve set ourselves some stiff targets, but I have every confidence that our staff and the contractors who work for us will achieve the goals”.