Southern Housing Group Responsive Repairs & Void Refurbishment

Southern Housing Group
Property Services
Southern England
Project size:
£110 million across all contracts

The Challenge

Based across London, Wiltshire, Hampshire, Oxfordshire, Buckinghamshire, Surrey and the Isle of Wight, United Living Property Services undertakes circa 4000 routine repairs, 125 Voids and 40 emergencies every month through a direct delivery model across Southern Housing Groups dispersed property portfolio.

The contract was mobilised in six weeks at the client’s request, and this was achieved through early collation of the core team and a combined mobilisation group which agreed critical paths, standard materials, TUPE planning, IT solutions, stakeholder communication strategy and audit regime.

The commercial model is Price Per Property (PPP) and Price Per Void (PPV) and we initially worked together to host workshops to manage the transition from a traditional SOR to a Price Per Property (PPP) model, ensuring teams understood exclusions/inclusions and helping to reduce any possible grey areas or contentious issues.

The Solution

Keeping our appointments was critical in building trust with residents and our appointment process was built on an effective Contact Centre diagnosing repairs accurately, allocating the right operative at the right time to complete the work. Contact Centre Planners (CCPs) undertook intense training to understand work timing complexities to accurately schedule operative diaries and trained call handlers co-located with the SHG operational teams to provide a fully collaborative service. Our Oneserve system is fully integrated with SHG’s Orchard platform.

The Impact

We complete anniversary joint team events to revisit our joint charter, review the preceding year, lessons learnt and to agree process changes within an open, honest and transparent environment. We also complete a joint formal annual review that identifies the key challenges and successes experienced in the preceding 12 months.

High performance is evidenced through customer satisfaction remaining consistent across all regions at circa 95% with an 82% first time fix.