Winner of the 2016 NHMF Best customer impact award, Rosebery Housing Association
M & Y are a recently harmonised DLO with a high drive to succeed and a competitive edge. M & Y have trebled in size in the last 12 months and diversified into many new services, managing to maintain high levels of performance and customer service in their exisiting responsive repairs delivery. M & Y have won many awards for their best practice, social responsibility and quality of work. We have strong customer focus, endless passion and enthusiasm and believe our service is exceptional. M & Y has a very commercial edge and strong social values. M & Y staff demonstrate passion, commitment and courage on a daily basis and through this have very good resident support and involvement. M & Y are the contractor of choice for Regenda and are looking to become the contractor of choice for external providers soon too, the sky is the limit
Bromford Living operates over 52 Local Authorities with a diverse portfolio from modern new build technology to Regency listed buildings and equally diverse customers from specialist young persons accommodation to housing specifically for the visually impaired and traditional supported and general needs. Services have to be adaptable and evolve. We have developed and maintained a holistic approach to maintenance that delivers exceptional results.
Lean techniques and works category teams yield proven cost savings Wrekin Housing Trust is always looking for new ways to maximise its resources while enhancing the customer experience. Delivering its major improvement programme was no exception, with the organisation going beyond its own industry borders to find new and innovative ways of moving forward. The task was to increase overall customer satisfaction to more than 98% when delivering the major improvement programme, and at the same time reduce the cost of that delivery. Striving for continual improvement the team settled on lean thinking from the automotive industry as well as the category management model from the retail sector to help them achieve these goals. At the end of the process the results were clear; customer satisfaction has been raised to 98.7% with cost savings of around 2.9m or 10% of the budget which was used to fund additional improvements to the Trusts housing stock.
Love Lane Estate is a development of 60 homes in Faversham, East Kent, described by the residents as cold and looking like an army barracks. The houses had concrete block walls on the ground floor and black timber shiplap boarding to the first floor. The journey began whilst seeking to resolve maintenance issues. Talking to residents revealed we needed to do much more to improve the look and increase thermal efficiency of their homes. Carbon Emissions Reduction Target (CERT) grant funding for improving the insulation was obtained and a three-way partnership with contractors and energy suppliers evolved. We agreed on innovative solutions using external insulation to tick all the boxes. Our specification and well managed contract delivered homes that residents could be proud of. It was within our gift to provide warm attractive homes. SO WE DID.
Bournville Village Trust has a proud heritage of providing amongst the highest quality homes within our sector. Maintaining this reputation though requires a holistic strategy that ensures that standards of housing stock do not remain static, but are improving on an ongoing basis. In order to meet this aspiration in the digital age, Bournville Village trust has utilised cutting edge IT systems based around ECMK's Integrator that have enabled us to achieve incredible results in areas of both of customer satisfaction and financial management, as well as ensuring that all communication is as efficient as possible.
Parkway Green has overhauled its in-house repairs service solely based the feedback from its employees and most importantly its customers. This kicked off the 'Repairs Excellence Project' which implemented radical changes in the way the repairs and gas service was delivered around customer need. As a result of this project the Trust has seen 278,00 savings based on efficiency measures put in place and radical changes in working practices tailored around customer feedback. This project has developed Initiatives called PG Turnaround and PG Gateway, these projects has seen ex-offenders secure permanent employment and local students the opportunity to gain practical on-the-job experience whilst completing their education. The repairs service has been recently accredited by HQN whom awarded full and unconditional HQN accreditation. HQN were particularly impressed with the lengths to which staff strive to provide excellence and we will be showcasing the many areas of innovation and best practice identified.