Case study: BeST, National Housing Association

 
 
Renov8-CaseStudy-BeST-Cover.jpg
 
 

Customer

BeST, a national housing association providing bespoke supported tenancy services, specialising in accommodation for vulnerable people.

 

Project location

Throughout the north of England – Liverpool to Grimsby (West to East) and Sheffield to Newcastle (South to North).

 

Services we provided

Planned maintenance, reactive maintenance and OOH maintenance services across a portfolio of 100+ properties across the north of England. Each property is diverse in nature, ranging from a 2 bedroom specially modified bungalow to a 20 multi-dwelling apartment complex.

 

The problem we solved

BeST was working with many different property maintenance contractors across a large region not delivering to the high expectations required into their care provider customers. Jobs were difficult to track, difficult to manage and BeST’s internal maintenance co-ordination spent too much time to managing contractors, rather than focussing on their core business of providing quality accommodation and services for their care provider customers.

 

How we solved the problem

Renov8 worked with BeST to develop a one-stop-shop service that met their care provider customer needs. We took full responsibility from job hand off to job completion, across all maintenance requirements in the north of England. We closely aligned the Renov8 team into BeST’s maintenance co-ordination team and formed good relationships with the care providers’ on-site staff across the portfolio of properties. We integrated business processes, so we could accurately report and monitor the progress of jobs. We streamlined the maintenance process to provide the most efficient delivery model for BeST.

 

The results

BeST provides their services to a multitude of different care providers across their property portfolio. The results have seen a vast improvement in customer satisfaction by care providers in the following areas:

  • Significant improvement in jobs getting done on and ahead of the schedule set out in the job request. Constant month on month improvements in measured SLAs.

  • Significant improvement in jobs completed first time to a level of quality resulting in far few revisits. 

  • Significant improvement in the relationship between BeST and the care providers staff, through the Renov8 team of professionals showing empathy and sensitivity to the needs of the tenants whilst on-site.

Finally, by working closely with BeST, we continue to improve the property maintenance results required, as they continue to be the best in class housing association in their field of expertise. 

 

 

Share this post

Case studiesJack Watkins