NEW MAINTENANCE CONTRACTS INC RESPONSIVE REPAIR REVIEW

AND RIGHT FIRST TIME

Customer Committee 27th January 2015

Debbie WhitfieldHead of Property Services

TWO MAJOR PROJECTS –WHY?

Responsive Repair Review

Service that has biggest impact on customer satisfactionComplex processesProcesses across different teams and contractorsProcesses not consistent – additional ‘steps’ included to manage different ways of workingValue for Money

TWO MAJOR PROJECTS –WHY?

Responsive Repair Review

Service that has biggest impact on customer satisfactionComplex processesProcesses across different teams and contractorsProcesses not consistent – additional ‘steps’ included to manage different ways of workingValue for Money

ProcurementExisting contracts ending – needed process to meet regulationsValue for MoneyFor new contracts from April 15Responsive Repairs including handy person servicePlanned Maintenance (major replacements and external painting)Estate Services

TWO MAJOR PROJECTS –WHAT DID WE DO?

Responsive Repair Review

Reviewed feedback from customersHighlighted areas that currently work well and those needing improvementUsed existing information to fully understand how service is being deliveredIdentified process issues that impact on customers and contribute towards dis-satisfaction

TWO MAJOR PROJECTS –WHAT DID WE DO?

Responsive Repair Review

Reviewed feedback from customersHighlighted areas that currently work well and those needing improvementUsed existing information to fully understand how service is being deliveredIdentified process issues that impact on customers and contribute towards dis-satisfaction

ProcurementReviewed feedback from customersHighlighted areas that currently work well and those needing improvementDetailed requirementsAgreed on ways to measure quality and Value for Money in submissions

WHAT DID WE LEARN?

Responsive Repair ReviewProcesses not LEANLots of effort to deal with exceptionsDuplication of effortProcesses not ‘dovetailed’ with contractorsImportance of customer focus Communication is key

WHAT DID WE LEARN?

Responsive Repair ReviewProcesses not LEANLots of effort to deal with exceptionsDuplication of effortProcesses not ‘dovetailed’ with contractorsImportance of customer focus Communication is key

ProcurementNeed partner with similar approach as CHSCommitted contractorNeed to tap into contractor's capabilitiesUse of IT is important factor in successful deliveryCommunication is key

So - where are we now?

TWO HAVE BECOME ONE…MAJOR PROJECT

Themes for both projects merging together– Keeping customers informed– Linked and streamlined processes– Improvements in IT– Value for Money

Changes from review could only go so far with existing contract

Improvements identified included in new contract

Potential contractors scored on how would meet requirements

AND THE MAJOR PROJECT IS….

AND THE MAJOR PROJECT IS….

….getting ready to start working with a new

contractor from 1st April 2015

AND THE MAJOR PROJECT IS….

….getting ready to start working with a new

contractor from 1st April 2015

….making sure the changes needed are in place

AND THE MAJOR PROJECT IS….

….getting ready to start working with a new

contractor from 1st April 2015

….making sure the changes needed are in place

…and will stay in place

AND THE MAJOR PROJECT IS….

….getting ready to start working with a new

contractor from 1st April 2015….making sure the changes

needed are in place…and will stay in place

…and customers start to see improvements

WHO ARE THE NEW CONTRACTORS?

‘Local firm with HQ based at Wisbech’

‘…vans never more than 30 mins away from any property in East Anglia’

‘Part of the Lakehouse Group’

‘Experience with the Price Per Property cost-model’

‘…local offices at Norwich, Great Yarmouth, Grantham, Needham Market & now also at SWAVESEY!’

Foster Property Maintenance

WHAT IS HAPPENING NOW?

Planning mobilisation Start joint working in key areas See what is possible for 1st April and what needs longer

timescales Focus on the areas customers want to see improvements

most quickly– Right First Time– Communication– Quality of repairs

Additional focus on areas important to CHS– Improved customer feedback and satisfaction– LEAN processes– Added value

ALSO…

Putting together a joint communication plan for all customers in early March

What will change? Highlighting possible short term challenges

Working with Roalco for smooth transfer Continuing management of Roalco for remaining period Supporting staff through changes as different ways of doing

things are introduced

WHAT NEXT?

Meeting with Fosters on Thursday at Wisbech HQ for some staff – more planned

Agreement of plan up to start of contract Putting in place key meetings Introducing Fosters to customers

– Customer Committee in April?– Customer(s) to be involved in regular

monitoring meetings – every three months – dates to be arranged

ANY QUESTIONS?