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

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Feb 09, 2023 318 likes •459 views

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

SLIDE 1

www.affinitysutton.com

A MODERN REPAIRS SERVICE

Michelle Reynolds

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

SLIDE 2

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?

SLIDE 3

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…..

SLIDE 4

CBS- Dispersed Stock ASR London & Kent

Our Operating Areas

SLIDE 5

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

SLIDE 6

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

SLIDE 7

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

SLIDE 8

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

SLIDE 9

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

SLIDE 10

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

SLIDE 11

Challenges ahead!

Managing increasing customer

expectations

Maintaining business as usual

during transition project

Attracting and retaining our key staff
Complacency…. maintaining a

competitive edge

SLIDE 12