Golden Lane Housing is a nominated finalist for a NHMF Best Small Client Award 2017, and two Building Communities Awards 2017 for Project of the Year and Team of the Year.
By listening to our tenants and support staff we launched our own In-house Repairs team in 2015, and expanded it in 2016 to cover the North of England.
We wanted a repairs service that provided a dedicated service to our customers, improved satisfaction and delivered on value for money.
With the help of our tenants, we recruited five operatives to carry out a general repairs service to tenants’ homes. We’ve established a repairs helpdesk and improved our repairs performance. There has been a real shift in focus as the team have been able to become proactive rather than reactive. The repairs service is managed through a planned approach which delivers on the promises made to our customers.
Rachael and Maria, GLH tenants benefited from the support of our In-house Repairs Service team during their garden makeover. GLH worked with our tenants to design a garden which they can relax and enjoy.
Mark Felton, compliance and maintenance manager says, “We’re delighted to be a triple awards finalist for our In-house Repairs team. We have achieved a repairs service that helps us to meet the needs of our tenants and improves the service we offer. The Repairs team is building relationships with tenants and their support staff and regularly getting feedback. Most recently we received 100% customer satisfaction, which we are really proud of. It has been a real team effort, all striving to provide the right service for our customers. Only be listening to them, will we continue to develop and grow.”
The NHMF Conference and Awards Dinner takes place on 24 January 2016 at the Hilton Birmingham Metropole. The Building Communities Awards is being held on 24 February at East Midlands Conference Centre. We wish all the award finalists good luck!
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For more information about our work and the In-house Repairs Services team please get in touch.