Breyer Group were awarded this contract to provide a Responsive Repairs, Void & Planned Property Maintenance service to 7,000 occupied homes across North London and Essex. As one of Southern England’s largest Housing Associations, Southern Housing Group own and manage an extensive corporate and residential stock portfolio with over 25,000 homes for more than 66,000 residents. Southern Housing Group’s mission is to unlock the potential of residents, people and places.
To provide a Responsive Repairs, Void & Planned Property Maintenance service to 7,000 occupied homes across North London and Essex. As well as working in and around Residents’ homes on estate blocks and street properties, Breyer Group’s Specialist Responsive Repairs and Voids Division, B-Line, provides a call centre service and manages Southern Housing’s team of caretaker staff. We are currently carrying out around 300 void refurbishments every year and attending to 90 repairs each day. We are achieving void turnaround times below the 5 day requirement and our average turnaround for a major void is 10 days which includes kitchen and bathroom replacement, electrical re- wiring works and heating/boiler upgrades.
The main challenge on this contract was to coordinate and resource the two distinct work streams of Responsive Repairs and Voids Refurbishment in order to ensure a high standard of quality and equitable service. Key issues to be addressed include:-
Breyer Group appointed dedicated directly employed and multi-trade operative teams for both Responsive Repairs and Voids works; each supported by their own Supervisor and Building Surveying Teams respectively. All works are managed from a locally based Office and Storage facility in Leytonstone and are overseen by a dedicated ‘Whole Life’ Project Manager.
Maintaining High Client and Customer Satisfaction: To minimise the disruption to residents on the contract, Breyer Group Operatives have access (via their PDA’s) to text messaging software, which allows them to contact Residents to confirm their impending arrival time.
Handyman Service: Breyer Group have employed local residents as Handypersons; they are managed by our CSA’s but with direct liaison with Building Managers and Wardens. They provide a range of services from Minor Repairs to property health checks and assistance with minor tasks such as fitting of curtain poles.
Local Recruitment, Apprenticeships & Training: Through its dedicated Community Development Team and Registered Charity, The Breyer Foundation, Breyer Group have successful recruited several SHG Residents onto our bespoke Apprentice Programme who are working towards NVQ qualifications in carpentry and plumbing.