Page 5 - Ability Housing Association Annual Report 2016
P. 5

We set high standards for   Facts &

 your home and repairs service


 Nick is new to Morgan Sindall. He says:  Property MOTs  When we changed contractors, we had to make a  During 2016-17
 “Each day is different and each job is  fresh start with collecting repairs information. The
 different. I really enjoy the variety. It’s  To give ourselves better information,
              figures below only include repairs carried out by  n We will continue to work with Morgan
 been good getting to know the   we started carrying out property
              Morgan Sindall.                                   Sindall to bring the repairs service to a higher
 customers and hearing their stories.”  MOTs to check their condition.
 By the end of January, our team had  Meeting our home service offer
 The repairs service –  spent 3 days giving properties their  n The Customer Panel is helping us to find new
 MOT, with help from customers. They
 more work needed  looked at the Titnore Nursery site,   Morgan Sindall carried out 2,109  ways to get customer feedback about repairs.
 3 sites in Essex and 2 in St Albans.                           We will work with Morgan Sindall to get them
 In our last report, we said we would  repairs for us between 22 April and 30 September  to start collecting immediate customer feedback
 work with our new contractors to
              and  90%       of customers were happy with       on their hand-held devices.
 improve our repairs service.
              their repair.
 Unfortunately, this hasn’t gone as
                                                             n We are keeping better records about the
 well as we hoped.
              83%      of emergency repairs were finished       condition of our properties.
 Our CEO Jeff Skipp says: “I know our  within our 24-hour target.
 repairs service has been causing                            n Morgan Sindall will start our new planned
 customers some frustration. This has
 Nick (left) and Andy (right) are Morgan  41%  of urgent repairs were finished within   replacement programme in February 2017.
 been down to teething problems as
 Sindall multi-trade operatives.  7 days (target is 95%).       It includes:
 we changed contractors from Mears
 Meet our new   to Morgan Sindall. However, this is our  of routine repairs were finished within   n installing 3  new heating systems
 contractors  Housing Department’s top priority.   55%  21 days (target is 95% ).
 I would like to assure tenants that  Dan Wrixon from Morgan Sindall carrying out a recent   n replacing 17  kitchens
 Nick and Andy are part of the Morgan  we are working with Morgan Sindall  property MOT in Waltham Abbey. Assisting him is Trina,
 Sindall team that began repairing  to solve these problems.”  whose son John lives at the service.   99%  of our homes gained a gas safety   n replacing the windows and doors at
 our homes in April 2016.   certificate (target is 100%).       20    properties
 Andy has been working on Ability  Improving your homes  Our performance was disappointing because it  n redecorating the communal areas at 16
 homes for about 5 years – because
              dipped as we got settled with our new contractor.   properties and the outside of 27  properties,
 he worked for Richardsons, then  All our homes meet the government’s
 Mears, before joining Morgan Sindall.  Decent Homes Standard. Many also  It was much better by the end of the financial year  and
 meet the higher standard we set for  and we are working to improve it further.  n carrying out electrical testing at 55  properties.
 He says: “I know some of the
 customers really well and we have
 enjoyed getting to know each other  Last year, we replaced ageing
 over the 5 years. It’s been great staying  kitchens, bathrooms and boilers in
 on this contract so long. When I go   homes that became vacant.
 out on a job, I do everything I can to
 get the repair done and to make sure
 it stays fixed.”

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