In 2009 City West Housing Trust established an in-house maintenance service to deliver a repairs service to its 14,600 properties. In order to deliver the most cost effective and efficient service, innovative developments and the "can do, will do" culture of the organisation has ensured high levels of customer satisfaction have been maintained. The past three years have seen the creation of an in-house service centre and the creation of 150 jobs through the City West Skills Programme. City West has demonstrated how investing in an in-house Responsive Repairs Team can greatly improve service delivery, customer satisfaction and value for money.
Frank Haslam Milan (FHM) was appointed by Gedling Homes in 2008 to deliver an £18 million Decent Homes Programme. Not only has the delivery of the programme been very successful with high levels of customer satisfaction but a significant number of wider community benefits have been delivered including the recruitment of apprentices, working within local schools, supporting local curriculum activity and embedding of various green initiatives within contract delivery. This has put Gedling Homes and FHM at the forefront in delivering successful joined up partnership initiatives within the local community. The project has also provided significant challenges in work content. This has been met head on by the partnering team by ensuring that client and customers are at the heart of the decision making process and this has reaped many benefits by embedding a joined up inclusive partnering approach.
Orbit South entered into Partnership with MITIE Property Services Limited in April 2011 for the provision of Reactive Maintenance & Improvements (RMI Partnership) delivering services to over 15,000 homes across East Anglia and the South East. The partnership includes a number of innovative working practices and community benefits including price per property model, mobile working, apprenticeship opportunities for residents and funding from MITIE for investment projects to improve local community facilities. The partnership term initially for 10 years has an option to extend for a further 5 years, the estimated annual value is £15 million with cost savings of aroun13.5%. Although this is a relatively new partnership we believe the development and performance to date demonstrates the strategy and infrastructure of the partnership represents best practice.
Property Direct is the DLO responsible for maintaining 7,870 homes at Willow Park Housing Trust, an LSVT in south Manchester, with 180 staff and a turnover of £11 million. They set up Willows Future Academy to create training and employment opportunities in and around Wythenshawe, entirely funded from the £400,000 pa efficiency savings arising from increased productivity. This includes 10 new apprenticeships this year, 3 NVQ placements at The Manchester College, and 24 job trainees all of whom had personal development plans and 6 of whom got jobs at the Trust. With other local partners they helped run Get Hired events in the area giving local people access to jobs, with local employers who used the event to showcase their vacancies. 1,700 people attended and 101 were employed. Some 140 people have come off benefits as a result of this work, at a saving to the public purse of £475,000. Property Direct used £100,000 of their own resources to convert their old office HQ into a Business Enterprise Centre with 25 units, 14 of which have been occupied since they were completed in September 2011, enabling local entrepreneurs to create employment opportunities. They now provide evening and weekend repairs, largely funded from reductions in overtime, reducing the average time to complete a repair from 7 to 5 days, and increasing customer satisfaction from 92% to 96%.
In response to our contractors request for training in regards to equality and diversity and tailoring their services, LHT Property Services developed the THINK RED project and Measuring Up project, aimed at Contractor front line staff. This involved a "toolkit" which incorporated numerous forms of training.