Shortlisted for the 2016 NHMF Best customer impact award Golden Lane Housing
Shortlisted for the 2016 NHMF Best customer impact award, Poplar HARCA
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.