This award submission is from the 12 residents of Plus Dane Housing who are nominating them for their inclusion and engagement of residents in the procurement process of a £32 Million Contract for Plus Dane responsive repairs, out of hours emergency works, packaged repairs, work to void properties and gas servicing to 7,000 homes. Sitting alongside this process is the outstanding engagement and inclusion of residents in the process through the Procurement Commissioning Team and Asset Management Engagement Group. 'Our Story' tells you how it was managed and delivered from a residents view point and is an example of good practice to other organisations who want to include residents and give them more of a say in the quality of services they receive.
Cleaning and estate maintenance contracts are notoriously difficult to manage effectively. The client-side staff managing them often have little or no experience in contract/performance management terms. Robust performance benchmarking data is hard to find. What constitutes an ‘acceptable standard’ can be subjective and often varies widely between individuals and yet it affects every one receiving the service on a weekly or daily basis. Faced with a failing contract which is so important to our residents enjoyment of their homes and estates, a more radical partnership approach to empower our resident representatives at both a strategic contract management level, and ’handson’ auditing level, coupled with close partnership working between SGCH, Pinnacle and Ridge, has resulted in a dramatic improvement in service delivery. Resident satisfaction figures have consequently continued to increase month on month and now stand at: 99% Sheltered residents satisfied 88% general needs residents satisfied