Affinity Sutton praises quality of work delivered by Osborne

June Rickards, Regional Maintenance Manager for national affordable housing provider Affinity Sutton, has praised family owned construction, civil engineering and property services firm Osborne for the high standard of work the company has delivered throughout the contract and for maintaining these levels in the final stage of its partnership with Affinity Sutton.

She said: “As one of the largest providers of affordable housing in the country we are committed to investing in our homes. On average our partner contractors complete nearly 550 repairs every working day and over 96% within our target. We would like to thank Osborne for all of their work over the last 14 years.”

Osborne has a 100% record of completing out of hours and emergency repairs on time throughout April and May of this year, and has completed 97.32% of all routine jobs within the agreed deadlines. Voids in the same period averaged 7.43 days turnaround.

Statistics released for May show that 94% of calls to Osborne’s dedicated call centre were answered within 30 seconds, and Osborne has consistently achieved a customer satisfaction score of around 85%.

Over the course of the 14 year partnership, which was the first between a housing association and a private contractor, Osborne and Affinity Sutton Group have worked together to deliver a suite of benefits for residents, including efficiency savings of more than £2.5m, the introduction of an out of hours calls service which has reduced the number of authorised callouts by 30% and sponsored DIY courses for residents as well as delivering numerous community investments.

Nick Sterling, Managing Director of Osborne’s Property Services business, said: “Our commitment to delighting residents is quite simply the only way we know how to operate, and our statistics for the final quarter of our partnership with Affinity Sutton illustrate this. Affinity Sutton has been an important and valued client for the last 14 years and we are saddened to be parting. However we are committed to ensuring that the standards of service we have always delivered remain high as our partnership comes to an end and we wish Affinity Sutton and their residents the best for the future.”