Responsive maintenance

Transcription

1 Responsive maintenance Internal/External repairs Plumbing & Drainage repairs Heating Engineers Electrical repairs Repairs to out buildings/garages Repairs to sheltered housing schemes Void works Cleaning and property clearance Upgrades of communal and emergency lighting 50 Qualified maintenance experts on call 24 hours a day, 7 days a week, delivering repairs and maintenance on time at competitive rates. Parker Bromley offers a complete responsive maintenance service that will keep your housing assets in excellent condition creating our promise of Quality this time, next time and every time. Parker Bromley Responsive have a team of over 50 specialist maintenance experts, a skilled workforce ranging from qualified plumbers, electricians and builders to resolve any repairs that your residents need completed quickly and efficiently. This expertise was attained from the years of experience as Building Services Contractors. Parker Bromley have been in business for over three decades, obtaining a wealth of experience in mechanical, electrical and public health from large residential new builds and refurbishments to roll out boiler exchange programmes. Our appointments and job allocation system runs on custom-built software, allowing us to respond much faster to job requests. The system is completely digital, meaning that instead of managing paperwork, our operatives can concentrate on the most important job your repairs. Our customer services team allocate any repairs, regardless of how urgent, at any time through the year via our head office call centre. Our award wining team assigns the correct tradesmen to the issue insuring the repair is delivered on time and fixed first time within budget.

2 Repairs and maintenance examples Internal repairs remedial works, decoration, locks, doors and access. External repairs guttering, roof works. Engineer - Room heaters, fire surrounds, pipes, radiators, hot water cylinders, immersion heaters and boilers Plumbing & Drainage repairs - water, pipes, drains, pumps, replacement sanitaryware, blocked sewers Electrical repairs small power, sockets, switches, wiring and any appliances supplied, lamp holders, flexes and ceiling roses Repairs to out buildings and garages Repairs to sheltered housing schemes Void works Gas safety check, electrical test, sanitaryware changes, entrance door locks changed, minor decorations. Cleaning and property clearance Upgrades of communal and emergency lighting Operations management We use a program called Vixen from Causeway, our bespoke software provides a powerful, flexible and highly functional solution, tailored specifically for our responsive repairs team. Our system allows our call centre team to schedule and allocate repairs to our operatives that are monitored with Telematics vehicle tracking allowing our supervisors to manage time slots and performance via hand held devices nationwide. Giving our team more time to concentrate on the job at hand rather than processing paperwork. All operatives are equipped with a PDA which tells them where to go next and enables them to provide information to head office about what work has been completed and if any additional materials are needed. Our IT systems are automated enabling the client to be appraised in real-time for the required repairs on their assets. The call centre team are available 24 hours a day, seven days a week. Our operative response times are always within our contractual requirements and budget.

3 Meet the team

4 Clients Sanctuary Housing Parker Bromley had a responsive repairs and voids contract with Sanctuary Housing Association, providing this service to some 9,000 homes across their south-east region, which runs from central London down to the Kent coast, and all points in between. We successfully started this contract in September 2011, and it ran for four years to August We were one of a panel of six companies Sanctuary use in this region. Repairs works orders were given to companies on the panel in proportion to the quality of services they provide to Sanctuary and its residents. Parker Bromley was given around 30% of all repairs because of the quality and consistency of our service provision. We completed works to around 80 void properties a year, which we brought up to the Sanctuary Letting Standard. We carried out works to the full range of voids, including those requiring quite substantial repairs. We provided an emergency out-of-hours service for high priority repairs that occur outside the normal working timescales. We provide the full range of responsive repairs for Sanctuary tenanted and leasehold schemes, which include general needs dwellings and those in sheltered and supported housing schemes. The contract is based upon a Schedule of Rates (NHF V6) arrangement.

5 Clients Raglan We are providing a full responsive repairs and voids service for Raglan in a single contract, and have been since Autumn The contract is spread across two of Raglan s regions: the South-East region, which comprises around 1,400 homes in London and the Thames Valley (particular nodes are in Reading, Basingstoke, North London and Croydon); the Kent and Sussex region, which incorporates a further 1,400 homes (particular nodes in Eastbourne, Brighton and Hastings). We were initially approached by Raglan shortly before the collapse of their principal repairs partner, Connaught, with a view to taking on responsive repairs and voids in the South-East region should the inevitable demise of Connaught take place. When it eventually did, we were able to quickly mobilise the contract. Raglan immediately found Parker Bromley to be extremely competent and flexible, so much so that when they had to terminate the contract of their other responsive repairs and voids provider in the Sussex and Kent region some months later, they turned to us to take over the service. We now provide these services, which include dealing with out-of-hours emergencies, for around 2,800 residents in the South of England. Raglan has learned from its negative past experiences with the larger maintenance firms, and realises that they will get better quality services, greater value for money and more satisfied customers by going into partnership with medium-sized companies with excellent track records, like Parker Bromley. Parker Bromley has evolved organically over the years from our origins as a small specialist contractor into one which can now provide clients with a comprehensive repairs and voids service through our responsive repairs division. We have a strong can-do ethos, which Raglan recognises. We work in close collaboration with them to ensure that our services are consistently excellent and continually improving.

6 Clients & areas of operations Family Mosaic Parker Bromley started working with Family mosaic in 2015 following our success with our Raglan and Sanctuary contracts. The strong relationship of providing good works has now prospered into large new residential projects for the operations team. Stonewater Parker Bromley have been working with Raglan housing association since 2009 and continue to negotiate the contract every two years and assisted in presentations to the new team when they merged with Jephson to create Stonewater. Areas Covered Our workforce covers a large area, from Luton in the north down to Portsmouth in the south, and from Reading in the west as far as Southend in the east including London and the Home Counties Compliments & Awards The WOW Awards are presented from Derek Williams Chief Executive for outstanding customer service. Our team have received various compliments and awards from all of our current responsive maintenance clients and continue to go above and beyond in any situation for continued success. Miss Maria Davey Family Mosaic Tenant Jason and Harry from Parker Bromley have attended the property today and she is extremely happy with their work. They are lovely boys and were careful when moving her plants. She would welcome them back to her house at any time Emma Jay Stonewater Tenant Nicholas is absolutely brilliant, he attended to the communal lighting & storage heater repair. Very polite, best electrician I have had the pleasure of meeting

7 Accreditations Parker Bromley are certified and accredited by all of the construction industry bodies. This gives us the platform to utilise the specialist knowledge and skills we hold in the areas we operate: Benchmark Microgeneration Certification Scheme BESCA (Building Engineering Services Competence Assessment) Building & Engineering Services Association (B&ES) B&ES Trust Mark BM TRADA ISO 9001:2008 Accreditation BM TRADA ISO 14001: 2004 Accreditation Chartered Institute of Plumbing & Heating Engineering (CIPHE) Contractors Health and Safety Assessment Scheme (CHAS) Constructionline (A UK Government Certification Service) Electrical Contractors Association (ECA) ECA Technical Standards Environment Agency Certification EXOR Gold Certification Gas Safe Register IDHEE Joint Industry Board (JIB) National Inspection Council for Electrical Installation Contracting (NICEIC) Renewable Energy Consumer Code (RECC) SMAS Worksafe Contractor