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23 Jan 2018
A number of improvements have been introduced within Thirteen’s property services which has led to customers receiving a much-improved repairs and maintenance service.
Investment in a new repairs system has enabled more effective scheduling, reduced waiting times for appointments and customers can be updated on the progress of their appointment, ensuring that time is used productively.
The new system also gives customers more flexible options on their appointment times to fit them around work or the school run. An innovative partnership was formed with Travis Perkins, the UK’s leading Timber and Builders Merchant to manage the external stores, used by Thirteen’s 450 trade operatives.
Staff now have access to thousands of product lines, including building materials, plumbing and heating equipment, doors and joinery and has helped reduce travelling time for transporting materials to sites across the Tees Valley.
The introduction of the Trade Plus programme designed to ensure the repairs and maintenance operatives are multi-skilled and a new fleet of more fuel efficient vehicles are also contributing to improving the customer experience.
Thirteen’s director of investment and maintenance Nik Turner said: “We are very proud to have been shortlisted for this award. These initiatives, coupled with the drive and enthusiasm of our workforce, have helped shape and transform the service that we deliver.
“Our repairs service is vitally important to our customers, so this is great recognition for everyone who has been involved in the work to improve the service we provide to our customers and for our teams who are doing a brilliant job at delivering a repairs service that customers deserve.”
The UK Housing Awards, organised by Inside Housing and Chartered Institute of Housing, celebrates the achievements of organisations, individuals and projects that are improving the lives of people in their communities.
Winners will be announced at the award ceremony on Wednesday 2 May.