Broadacres Housing Association manages 5,800 homes across North Yorkshire. They transformed their Repairs and Maintenance service, undertaking organisational change to create a customer first internal service. Working with Vantage Business Solutions they undertook an options appraisal to review the feasibility, scale and capability of an internal delivery model.
The result was a radically redefined approach, encompassing mobile solutions in IT, a private sector approach to performance management and training and mentoring staff across the whole organisation.
Broadacres now deliver a hybrid model, with a significant portion of repairs and maintenance delivered in-house. The model includes an element of partnering with other local RPs to deliver aspects of the service to geographically disbursed regions.
Broadacres are now delivering responsive repairs, voids, gas, kitchens and bathrooms internally with a team of 80 operatives and an average of 9.5 repairs satisfaction rate against a target of 9.*October 2016
Results in 2015/2016 include:
· 416 boilers upgraded to A rated boilers
· 15 Air source heat pumps fitted
· 311 Kitchens replaced
· 135 Bathrooms replaces
· 22,391 repairs completed
The project has delivered £2 million annual savings, 80 jobs for the local community, an apprenticeship scheme and considerable knowledge and skills transfer process.
Broadacres is a 2016 Sunday Times top one hundred best not for profit organisation.
“We commissioned Vantage to advise us on whether an In-House service was the best option for us. The approach was thorough and informed us on the scale of what the service should provide. The implementation was challenging as we did not want to just simply transfer over a contractor service, but provide a leaner and more customer focused approach. We now have great levels of productivity, excellent customer satisfaction and are making significant savings. Without the drive and guidance from Vantage Business Solutions, we would not have achieved it.”
Alison Grainger, Finance Director, Broadacres