Orbit Housing | Customer Satisfaction in Social Housing

WHO:

Orbit Housing

 

WORK:

5 Year Property Maintenance Service Contract

 

ABOUT:

Orbit is one of the largest providers of affordable housing in social housing. They provide high quality affordable homes to over 100,000 customers across the Midlands, and the South East.

 

HOW:

At Hankinson Whittle we work directly with the client to provide a high standard property solutions service and ensure high customer service satisfaction rates across redecoration and paint repairs.

Before starting on site, we conduct in depth property surveys to assess access levels and the type of work that needs to be carried out on each property. This gives us the best possible chance to complete the work in a timely manner and allowing for things like asbestos removal or scaffold erection to take place.

We work to a construction phase plan closely monitored by our central management team to ensure health and safety compliance. Our site supervisors, foremen and resident liaison officers are trained to ensure safety for both our operatives, Orbit residents and the general public.

We engage with and build a strong relationship with Orbit residents throughout our programme to ensure the tenants are kept well informed and are happy with each stage of the cyclical programme.

We send a 7-day notification letter to make residents aware that work will be starting in their street and if they want to change their appointment, they can give us a call on our freephone number and speak to one of our works coordinators. Our operatives wear a photo ID badge to all sites to allow the residents to check their status before allowing them onto their property.

We use our vast experience to generate the best cyclical redecoration scheme for our clients. We use our property surveys and geographical locations to plan which properties need working on first. We allocate a later date for properties with additional works such as asbestos removal to allow more time for Orbit to instruct other contractors.

Within our programme we allow for weather disruption as all internal works to properties are completed through the winter months. We can accelerate or decelerate the programme based on completion speeds and client requirements. All our direct employees complete enhanced DBS checks and all our subcontractors have been pre-approved and have completed our PQQs to ensure they meet our and our client’s standards.

During our programme we conduct internal health and safety site and quality audits to ensure all operatives are following the Construction Phase Plan, risk assessments and method statements. We ensure all defects are dealt with effectively and continue to work in a safe environment.

We use regular tool box talks to motivate, educate and inform our team on progress, and QHSE compliance. We conduct weekly joint site audits with Orbit to ensure standards are met and to hand over completed properties.

Upon sign off from the project manager, we use Orbit’s portal software to complete the job. This allows Orbit to view our progress of completions and monitor monthly customer satisfaction feedback. This process has allowed us to complete the 2018/2019 programme with 88% customer satisfaction record. We are striving to improve this year on year and have set ourselves a target of 92%.