Background

We were approached by Housing Maintenance Solutions (HMS) on behalf of Torus 62 to carry out planned maintenance including boiler replacements and new central heating systems to their housing stock.

Challenges

A range of the properties had previously been omitted from work streams due to ‘no access’.

We thought best to conduct a comprehensive liaison exercise to ensure we confirmed appointment dates with residents to maximise access levels, to ensure efficiency in our work schedule.

To support this, we also created capacity within our delivery schedule so that we could respond to appointment request at short notice.

This was to meet the requirements of residents who were struggling with access issues. This included last minute, early and late appointments, to meet the needs of resident shift patterns and requirements.

Results

We had success in securing appointments with residents and completing all works within the timeframe specified by the client, due to our proactive approach.

All 600 installations were delivered to a high standard within budget and met all client key performance indicators in regard to customer satisfaction, financial control and timeframes.