Service or surplus?

Whether an in-house repairs team or an external contractor is best is much contested amongst social housing organisations. But whichever model you choose, or are stuck with, running it effectively will be the key to its success.

Whether an in-house repairs team or an external contractor is best is much contested amongst social housing organisations. But whichever model you choose, or are stuck with, running it effectively will be the key to its success.

I joined Raven Housing Trust just over a year ago, and keeping Raven’s in-house maintenance operation seemed the obvious choice; their 6000 homes were mostly within a 50 square-mile area and their customers were pleased with the DLO’s performance. But I did some research and found some interesting results.

The Good         

§  Customer feedback was excellent, although STATUS survey results were not quite as strong 

§  The attitude of staff was well regarded

§  The time to repair performance was exceptional

The work was getting done quickly and the customers were happy, but…

The Bad

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