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Social Housing & Public Sector Housing Repairs & Responsive Maintenance

Case Study : Portsmouth City Council

Term Service Contract for Repair and Maintenance of Housing Assets

Scope of Works

Portsmouth City Council is the largest social housing landlord in South Hampshire, with over 17,000 mixed tenanted and leasehold properties, located on estates within the city, and in out of city areas.

Portsmouth City Council awarded comserv a contract to cover repairs and maintenance works to its housing stock and associated facilities in 2006. These comprised of three main work elements:

  • Responsive Repairs & Maintenance
  • Void Property Maintenance
  • Provision of facilities to assist disabled customers

The Project

The contract was awarded for an initial period of four years with the option to extend in increments to be agreed upon to a total maximum term of 10 years, subject to performance and agreement of both parties.

Today, we carry out over 300 visits per day to three management areas delivered by our 150 locally employed Operatives.

As part of our partnership with Portsmouth City Council, we designed our business around the Systems Thinking methodology allowing us to adapt our services to those of the Client. This complete redesign resulted in strong performance improvements within the first 12 months and this is still ongoing throughout the contract.

The system is based on customer demand with the emphasis on the nature of any work requested being considered from the customer’s perspective. Therefore, over the last 10 years we have been providing our responsive repair services when our Clients want it, rather than providing them with a timed appointment where they need to juggle other appointments or work commitments.

The aim of this proactive approach is to reduce multiple visits to a property for the same repair and minimise disruption to tenants. We empower our operatives to make the right decision and fix the problem first time rather than using a temporary solution that doesn’t last. They are backed up by their own intelligent van stock and if the product isn’t on their stock our Multi-Trade department will deliver it straight away freeing up the Operative to carry on with the work.

We constantly monitor a variety of data which is derived from our systems to really understand our business and the trends of Portsmouth City Council. The outputs of which allow us to understand which parts of the service need to be looked at.

Key Facts

 13m per year

 NEC3 term service contract

 Programme timeframe: 2006

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