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Better Service Delivery, Improved Resident Experience, Yet No More Cost

Budgets are always tight and this is true of the social housing market where government legislation on rent caps have been implemented in recent years. The need to update, upgrade and maintain existing properties efficiently goes hand in hand with residents rightly expecting high standards of work and customer care from the appointed service provider.

With the right approach to housing repairs and maintenance contracts, these priorities can be achieved. Efficiency delivered through innovation, and improved processes and technology delivers gains in all aspects of the service.

An example is our approach to handling interactions with residents. Our First Impressions customer service training is a two-day intensive course. It supports our operatives to deliver consistently high standards in every touch-point they have with residents and our customers’ teams by putting them in their shoes first and seeing the issue through their eyes.

Our dedication to service excellence is evidenced through our coveted ServiceMark accreditation from The Institute of Customer Service.

What Efficiency and Innovation Looks Like

Improved processes and technology can help to create cost savings for our clients, as well as reducing our environmental impact. Our key-to-key voids management approach ensures minimum timescale where housing stock is left empty. This is achieved through thinking innovatively by identifying work to be undertaken prior to resident leaving, a pre-inspection process for identifying specific parts required, and whole cost analysis and reduction – building a programme to manage housing stock most effectively.

Our housing maintenance contract with Winchester City Council makes a good case study for how local delivery teams and supply chains can improve service efficiency and secure cost savings for the council, while improving homes and communities for residents.

But do people notice a difference? Perhaps we’ll leave the last word with the Winchester Tenants and Council Together committee (TACT): “The flexibility of Osborne’s approach ensures that tenants have access to good workmanship and polite and helpful operatives, who take total accountability in the event of problems.”

Senior Account Manager, Osborne Property Services.

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