Osborne
Osborne

Tel: 0800 0258 008

Overview

Overview

Everything that we do is about delivering a high quality service for our clients and customers, by ensuring an integrated approach to operational delivery backed by exceptional customer care. Whether we are running the contact centre or delivering responsive repairs, voids or planned works, we create a consistent customer experience, tailored to each individual and client partnership through our ISO 9001 certified Excellence model which provides a structured approach that supports delivery of upper quartile performance. This is part of the reason that our clients trust and want to work with us for the long term and the reason that their residents, our customers, rely on us to help them fix and improve their homes.

Responsive Repairs

Responsive Repairs

We have extensive experience of delivering a fast, efficient and customer focussed 24/7/365 responsive repairs service across a diverse geographic area. We pride ourselves on delivering a best in breed customer experience, and are award winning members of the Institute of Customer Service. We provide repairs to a variety of social housing clients, including Winchester City Council, London Borough of Waltham Forest and Dacorum Borough Council.

 

Planned Maintenance

Planned Maintenance

Providing high quality planned maintenance and capital improvement works helps our clients to update and maintain their housing stock for the long term. We have successfully delivered comprehensive Decent Homes refurbishment schemes as well as targeted planned improvement works and rolling capital investment programmes for over a decade. With an established track record of completing works on time, to the right quality standard and within budget, coupled with the highest levels of customer satisfaction, Osborne has fast become a partner of choice in all elements of planned works.

Voids / Empty Houses

Voids / Empty Houses

Voids are empty homes which need to be refurbished as quickly as possible so new customers  can move in. With demand for social housing growing, we play an important role in helping to keep our clients’ waiting list as short as possible and minimise the rent loss that results from a domestic dwelling being unoccupied. We work tirelessly to complete work ahead of time so properties can be offered to new customers with the minimum of delay.

Total Asset Management

Total Asset Management

We recognise that a number of our clients are making the move towards integrated service delivery, combining responsive repairs, voids, and planned works under one contract. This will help them deliver a total asset management approach to better manage their housing stock for the long term, reducing risks and ensuring its long term sustainability, whilst maximising the financial value of their assets. As members of the Institute of Asset Management, Osborne is helping our clients to deliver total asset management on integrated partnerships such as the London Borough of Waltham Forest and Dacorum Borough Council. We are also working collaboratively with other contractors where possible for responsive repairs.

"InTouch" Call Centre and Right First Time Diagnostics

We deliver high quality services by utilising integrated IT systems in our contact centre which help us deliver exceptional Right First Time (RFT) performance through robust job diagnostics. Since we implemented our new IT solution in 2012, we have increased RFT rates by 5% and customer satisfaction by 9%. Our integrated IT solution, utilised by trained Customer Service Agents, ensures we correctly diagnose the nature of the repair through a series of pre-defined scripts in order to support RFT diagnosis at the first point of customer contact.

Community Engagement

Community Engagement

To support the delivery of long-term community investment, we carry out supporting activities to help our clients deliver their commitments under the Social Value Act to improve the social, economic and environmental wellbeing of their customers and communities. We utilise a social value framework which is based on the British Standards (ISO 26000) for Social Responsibility and includes our Community Investment Policy, Goals & Strategies and Action Plan structure. The framework comprises 7 areas, covering community involvement, social investment, education and culture, employment and skills, health, wealth and income creation, and technology.