Michelle Reynolds A MODERN REPAIRS SERVICE Group Commercial Director – Affinity Sutton John Bell Managing Director - CBS www.affinitysutton.com
Who are Affinity Sutton? • National Housing Association with a 100 year heritage • 57,000 homes across 120 local authorities • 10,000 development programme • All responsive and void repairs completed by in- house service providers. CBS and ASR.
Our Repair Providers • Community Building Services (CBS) Ltd was established in 2000 • Sister company, ASR Ltd was formed in 2015 to cover stock in London and Kent • Both wholly owned subsidiaries of Affinity Sutton • National coverage, dispersed stock…..
Our Operating Areas CBS- Dispersed Stock ASR London & Kent
What do we do? • Maintain 50,000 properties • 140,000 repairs, 3,250 voids • Turnover £34m • £1.4m profits gift aided to Affinity Sutton • 280 directly employed staff • Investment in mobile working & multiskilling • Empowered staff, flatter structure
CBS Operating Model • IMS, finance, contact centre and HR, Group Centre • Operational support hubs in Bromley & Borehamwood • Regional Heads of Operations • Directly employed, trade staff • Home working, locally based teams • Multi skilled, competency based salary bands
Managing Technology • Anticipating / adapting to change • Mobile working • PDAs and Tablets – Dynamic scheduling – Document control, mDoc – Stock management • Appointments at first contact • Digital shift for Customers • Integrated Microsoft ERP system
Performance Management • Promote a performance culture • Balanced score card – Customer – Operational – Commercial – Insight and analysis • Focus on getting it right first time, delivering – Improved efficiency – Improved Customer experience – Improved financial performance
Our Performance • 88% Customer Satisfaction with recent repair, - Leadership Factor • 88% commercial first time fix – Number of times we rang the doorbell • 7 days average completion of repair – PPP, work in progress, same cost? • 11 days void turnaround – Improvement to streamline process • Benchmarking and learning from other sectors, Autoglass, ao.com, Ocado
Our ways of working • Focussed on the customer • Working to the same goals across the business • Personally responsible for making it happen • Open to new ways of working • Collaborative, open and friendly • Proud of our organisation and what we have achieved
Challenges ahead! • Managing increasing customer expectations • Maintaining business as usual during transition project • Attracting and retaining our key staff • Complacency …. maintaining a competitive edge
THANK YOU
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