A MODERN REPAIRS SERVICE Group Commercial Director Affinity Sutton - - PowerPoint PPT Presentation

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A MODERN REPAIRS SERVICE Group Commercial Director Affinity Sutton - - PowerPoint PPT Presentation

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


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www.affinitysutton.com

A MODERN REPAIRS SERVICE

Michelle Reynolds

Group Commercial Director – Affinity Sutton John Bell Managing Director - CBS

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  • 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.

Who are Affinity Sutton?

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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
  • f Affinity Sutton
  • National coverage, dispersed

stock…..

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CBS- Dispersed Stock ASR London & Kent

Our Operating Areas

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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
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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

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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
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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

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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

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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

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Challenges ahead!

  • Managing increasing customer

expectations

  • Maintaining business as usual

during transition project

  • Attracting and retaining our key staff
  • Complacency…. maintaining a

competitive edge

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THANK YOU