Background

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

Challenges

This work was carried out to tenanted properties. The biggest challenge was gaining access to the properties as these were properties that had been omitted from previous work streams due to ‘no access’.

Also, all works had to be completed within a four-week window to meet budgetary spend requirements. To deal with this we conducted a comprehensive liaison exercise to ensure we confirmed appointment dates with residents to maximise access levels.

To support this, we also created capacity within our delivery schedule so that we could respond to appointment request at short notice to meet the requirements of residents who were struggling with access issues. Thin included early and late appointments to meet the needs of resident shift patterns.

Results

Due to our proactive approach we were successful in securing appointments with residents and completing all works within the timeframe specified by the client.

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