"We won the planned contract because of the success of the responsive maintenance partnership. We have the same operational approach as to how the work should be done." Nick Sterling, Osborne Property Services' Divisional Director
Osborne has two partnering contracts with Kent-based Broomleigh Housing Association, for responsive and planned repairs. Together, the two contracts are worth almost £10 million a year and £58 million of work has been carried out under the partnership to date.
The relationship between the two organisations began in 1999, when we entered i
nto a two-year partnering agreement for cyclical maintenance and responsive repairs on properties in Bromley. It was one of the first responsive maintenance contracts to be awarded on a partnering basis, and proved so successful that, at the end of the initial contract period, the client extended the arrangement to 2015.
Two years ago, Broomleigh awarded Osborne a second contract, for half of its planned Decent Homes work. This is also being undertaken on a partnering basis, and is set to run until 2009.
Mary Lynch, Director of Asset Management at Broomleigh Housing Association, adds: “We have a shared vision on partnering, which allows the vast majority of expectations to be met – and in some cases exceeded.”
This shared approach and culture includes an emphasis on resident satisfaction and a flexible attitude that has enabled the partnership to evolve 
over time. Independently facilitated partnering workshops underpin the collaborative approach, which involves the two organisations being co-located, open book accounting, and agreed key performance indicators. Osborne has introduced an IT system that seamlessly links all aspects of the maintenance process from initial enquiry at the call centre, through allocation to an operative, to integration with Broomleigh’s housing management system. Work orders are delivered to operatives via hand-held computers which collect completion dates and times to speed up the process.
For many residents the fundamental test of the partnership is how well they are treated when a maintenance issue is reported. Osborne’s call centre staff in Broomleigh’s head office are well trained, sensitive and helpful, as are the directly employed multi-skilled operatives who carry out the repairs. This is borne out by satisfaction surveys, which consistently show levels of between 
95% and 98%
The partnership between Broomleigh Housing Association and Osborne Property Services is seen as a benchmark within the sector, and the model on which other RSLs base their maintenance contracts.
