Repairs Integration Programme Simon Kwong – Director of Housing Property Services
Islington’s housing stock • 23,000 secure tenancies in Islington • 700 – 1000 repairs a week • 56,000 repairs a year • Around 1,100 empty properties (voids) serviced a year • 21,000 boilers serviced by Islington Council
Repairs integration timescales 11 July 2013 Council decides not to extend the Kier contract. 1 August 2013 Kier hand in notice for repairs, gas servicing and Garchey waste disposal services for a year’s time. Sept 2013 Project plan developed to include: Service design, material onwards supply, procurement of back up and specialist services, organising vans, office space, IT, health and safety etc. June 2014 Gas service comes in-house August 2014 Repairs and empty properties (voids) services come in- house
Understanding the business, building the knowledge • Managing a contract versus directly delivering the service • Getting best value - productivity, IT, procurement, materials and vans • Charging for jobs - assessing cost accurately • Understanding the needs of the direct workforce – workflow and appointment systems, having the right materials and tools, getting the rotas right • Contracting for peaks and specialist works – establishing the balance, identifying the best contractors (that fit with our values) • A seamless change – why is this important?
What we have done so far�. • Designed the structures • Identified the IT needs • Designed the IT • Ordered the vehicles for operatives • Procured materials suppliers • Started the procurement process • Started to make the premises fit for purpose • Started negotiating the TUPE list • Engagement with Kier staff - ID badges, drivers tests, uniforms – it’s the little things that count�.
Service structure • Repairs and maintenance (including housing direct) – Matt West • Gas servicing and repairs – Anne Bagland • Empty properties (voids) – Trevor Bates • Estate maintenance – Doug Goldring
Service improvements • Customer focused – not profit or contract focused • Call centre integrated – improving right first time diagnosis • Increased control for the council on how to deliver the service • Working with tenants and leaseholders – focus groups, customer feedback and views for improvements moving forward post go live • Working with smaller businesses and providing opportunities for local people • Bear with us � let’s get it in and then make it better .
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