Golden Lane Housing recognised that our tenants needed a more tailored and personal approach to their repairs service and so in April 2015 we developed our own in-house work team, Resolve Solutions.
We employ 13 operatives nationwide, 2 team leaders, 1 central administrator and 1 planner, all headed up by our national contracts manager. Resolve Solutions work hand in hand with our repairs helpdesk to manage responsive repairs across the country.
Employing our own operatives was an innovative move in itself for Golden Lane Housing. Being a relatively small national provider, we always relied on larger contractors to deliver our repairs and maintenance service. However, we recognized that they were not able to offer the tailored and person-centered approach that our residents needed to thrive in their homes.
Repairs manager Nicola Jones explains, “We consistently send the same operatives to properties, meaning that the tenants are familiar with them, feel safe in their presence and build meaningful relationships with them. Our operatives provide vital feedback and insight into the lives of our residents and how they are using their homes. This means that they are able to confidently report back to us situations where they feel a repair or improvement would really make a difference.”
We actively encourage our operatives to engage with our tenants and spend some time with them. As each of our operatives look after specific properties, our tenants have forged meaningful relationships, referring to operatives by name and looking forward to their visits. It is not uncommon to find them having coffee and even lunch with our tenants. This personal approach is one of the reasons our customer satisfaction record is impeccable.
National contracts manager Barry Sully says, “We believe that the programme of ‘Repair days’ we employ is a bold evolution from the standard reactive maintenance service usually offered for day to day repairs. This means in most cases we have planned attendance and can then work around this to ensure that we are making the most of our operatives time by keeping them in one geographical area and picking up as much work as possible.”
By carrying out numerous repairs and a property health check each time we visit, this means that we are able to ensure our tenants homes are adequately maintained and the repairs service remains cost effective.
“Manager told me how pleased she was with work that James had done, and when I explained it would be James doing most of the repairs as opposed to a contractor she was most pleased.”
“This gentleman Sean, has been to our service today to do flooring for flat 1 and has done a brilliant job. He has been here on a few other occasions too and he is fantastic with the staff and the service users and no job is ever too much work for him.”