How Much Real Service is There in Housing Maintenance?

Maintenance of social and local authority housing is not a simple transactional business. Contracts may be defined in terms numbers of housing units, volumes of repairs, upgrade programmes, and void periods, but we should never forget that we’re talking about something precious and central to people’s lives – their home.

Homes are about more than having a roof over your head. They give people a sense of security and belonging. In many ways, they are a foundation on which our lives are built. These are realities that should never be overlooked. How services are delivered can matter just as much as what is done and when.

The Human Element

The human element must always be remembered when it comes to repairs and maintenance. Residents have the right to expect that repairs will be carried out at a time that is convenient to them, by appointment and in time. Achieving this is a basic expectation, it doesn’t define an excellent service.

A good customer experience relies on simple and easy communication at all stages of each job. The things that are important to residents include:

• How easy is it to report a fault, speak to somebody who can help, and track progress?
• Does the repair process accommodate my individual needs and circumstances?
• Is the appointment made at the ‘first point of contact’ at a time that is convenient?
• The behaviour of operatives, how they present themselves and how they communicate with residents.
• Processes for completing any follow-up work needed and for capturing feedback.
• A culture where the service providers staff always treat the residents’ homes with respect.

Is Bigger Better?

Does delivering housing maintenance contracts at scale inevitably lead to the process becoming dehumanised? Not necessarily, but it’s a risk that has to be managed. By creating local teams for each contract helps Osborne to stay closer to residents and the communities we serve. Where possible, we ‘ring fence’ our staff so they build knowledge of residents and the stock.

Every community is unique. Osborne believes in working closely for those communities and with our partners in local authorities and housing associations. This approach means we really can listen to the local community and be able to deliver a service that meets everyone’s needs. We can also find opportunities to add value on the back of the core service offered.

Click here for more information on our repairs and maintenance service.