We look after more than 60,000 homes for customers across London and the South East. Our social housing property maintenance and refurbishment service is shaped around the needs of our customers to be fast, efficient and convenient.
Through staff training, long term investment and commitment to communities, we deliver a service consistently recognised by customers and residents as excellent. Our teams complete work right-first-time and minimise disruption to our customers.
Our clients trust us and want to work with us for the long term. Their tenants rely on us to repair and improve their homes and value our commitment to outstanding customer service.
Whether we are running the contact centre or delivering responsive repairs, voids or planned works, we judge our performance by the quality of the customer experience. This experience is assured by our ISO 9001 certified Excellence Model that consistently delivers upper quartile performance.
We shape our service around the needs of our customers by building on our extensive experience and reflecting on their specific needs.
We have extensive experience of delivering a fast, efficient 24/7/365 responsive repairs service across a diverse geographic area. The quality of our customer experience is recognised by the Institute of Customer Service.
By implementing our ISO9001 assured Excellence Model, we consistently deliver a high quality tailored service on all our contracts. The result is satisfied resident customers who rank us in the upper quartile of pre-agreed KPI’s.
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.
Empty homes need to be refurbished as quickly as possible so new resident customers can move in. We work tirelessly to complete work ahead of time so properties can be offered to new resident customers with the minimum of delay, keeping waiting lists short and minimising lost rental income.
Total Asset Management
Integrated service delivery combines responsive repairs, voids, and planned works under one contract. This Total Asset Management approach provides better long term management of housing stock. It reduces risks, ensures long term sustainability and maximises the financial value of assets. As members of the Institute of Asset Management, Osborne helps our customers to deliver Total Asset Management. We also work collaboratively with other contractors, where possible, for responsive repairs.
We help our customers deliver their commitments under the Social Value Act to improve the social, economic and environmental wellbeing of their customers and communities. Our social value framework 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 seven areas: community involvement, social investment, education and culture, employment and skills, health, wealth and income creation, and technology.
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