As a leading supplier of repair and maintenance services to the social housing sector, Enterprise exhibited at the annual Chartered Institute of Housing Conference in Harrogate. During the conference Enterprise conducted a satisfaction survey amongst social housing residents to gain important insight into their views around repairs and maintenance and service providers.
The survey captured important information on resident priorities, common complaints and suggestions on improving repair and maintenance services.
The results from this survey identified that residents;
- Have a strong desire for first time fixes
- Have a strong desire to have influence over the decision making process
- Have a strong desire to recommend improvements
- Value the importance of feeling safe and secure when an operative is in their home
The top five complaints about operatives and service providers were;
- Work not finished first time
- Poor communication
- Untidy working
- Slow response to faults
- Being late / not turning up
The top five suggestions to repair and maintenance service providers were;
- Listen more to problems
- Communicate in a clearer way
- Give more specific appointment times
- Treat homes with respect
- Have annual reviews with residents to ask for improvements
Enterprise is focused on delivering resident-centred repair and maintenance services and these results will help to drive the priorities and considerations of work planning, processes and training.
Relevant and engaging community projects that are bespoke to the local area are an important added element to maintenance service provision. Enterprise has extensive experience in delivering such projects and with the results from the survey, the most popular community activities can be developed further.
The results identified the following five projects as the most popular;
- Litter Picking Projects
- Employment Programmes for local areas
- Supporting local initiatives and campaigns
- Community Fun Days
- Regeneration of community halls or spaces
Martin Joyce, MD of Enterprises Local Government Division commented, “Undertaking surveys such as this one are invaluable for getting first hand opinion and insights which we can then build into our continuous development programmes for social housing services. Thank you to all those who took part”.
Enterprise is experienced in the delivery of the repair and maintenance of all types of properties and has highly qualified teams providing these services for social housing organisations.
It works in partnership with a large number of Local Authorities, Housing Associations, Registered Social Landlords (RSLs) and Arms Length Management Organisations (ALMOs) to provide services ranging from simple repairs through to full estate management. Enterprise is also a partner in the largest estate management contract in Europe, working for the MOD Defence Estates on the maintenance of 43,000 accommodation properties for Service personnel.
19 July 2010