Managing Housing Repairs

Back To Basics

Whatever method of providing a repairs service is used by the landlord be it in house, a wholly owned subsidiary or a JV arrangement to mention but a few, most tenants and residents just want a service that delivers on the promises made and carries out the repair in an efficient and professional way.

Whether you are using your own directly employed workforce or external contractors to complete the repair the basic principles remain the same and if followed correctly will ensure that your service is healthy and provides that elusive sustainable quality of service that justifies the investments made in the business.

So where are you now?

 Let’s imagine an ideal world where you are a Social Housing Landlord that has modern up to date data systems, fully integrated with housing management, compliance and asset management modules and a trained and committed workforce ready and waiting to get started. You also have the right culture for delivering excellent services with effective leadership at all levels in the organisation, inbuilt processes and procedures and a structure that supports both employees and tenants alike.

Tenants have agreed on a charter that has set the expectation and the performance monitoring to measure against the agreed Key Performance Indicators (The Service Standards)

 So what could possibly go wrong?

This is where the basic principles come into play because no matter how modern and up to date you think your business is you have to make it all work seamlessly and deliver against the targets set in a way that satisfies the needs of the most important part of your organisation, your customers. Excellent service delivery is dependent on the buy in of tenants, employees and external suppliers to the vision and objectives detailed within your corporate plan and vision.

Everyone has to have the same objective and work as a team to deliver the plan.

Back to Basics.

The reality starts at the point of contact when the tenant makes a phone call to the repairs desk (this could also be an email, text or some other smart communication in this new technological age).

What are needs to happen?

Remember you have fully trained customer focussed contact centre staff taking the call that can listen and assess;

  • The correct classification of repairs to determine the priority. A simplified ordering system to reduce the risk of error and improve accuracy of diagnosis would help to get it “right first time”
  • Give an appointment slot that suits the customer and provides enough time for the tradesperson to assess and complete the work with the minimum of travelling time.
  • Allocate the work to the correct trade and ensure follow on works are included in your process. Where feasible make sure the tradesperson has the right amount of time, skills, tools and materials to complete the repair on the first visit.
  • Keep the customer informed at all stages, text ahead or phone and tell them about delays.
  • When you arrive show your ID, tell the customer what you are there to do (set the expectation) how long it is likely to take and when complete show them what you have done. Make sure they are happy with the work and before you leave site tidy up and remove any rubbish.
  • If the repair cannot be completed in one visit agree on another appointment with the customer whilst still on site and log it.
  • Carry out as many pre and post inspections as possible (a minimum of 10% post inspections) to ensure work is completed consistently to the agreed standard and appointments are kept.

Most important of all, listen to the customers, get feedback and act upon it.

Paul Gevaux is our operations specialist. If you need assistance please send us a contact request.