Golden Lane Housing’s (GLH) in-house repairs team has been shortlisted for The Northern Housing Awards 2018 in the category Best Repairs and Maintenance Scheme.
The awards promote and celebrate innovative affordable housing providers, projects and services in the North that are helping to create great communities where people love to live.
In 2015 we set about revolutionising GLH’s repairs service to benefit our tenants by employing an in-house team. The project team included tenants, support workers and staff, and we identified an area including Nottingham to Newcastle.
At the launch, the in-house team were delivering a personalised service to 245 properties across the North of England. Within the first few months’ customer satisfaction improved. A high standard of work was being carried out on a date and time to suit our tenants, this has now reached 98%. We began a real shift in focus – being proactive rather than reactive through a planned approach.
Mark Felton, repairs and compliance manager said, “We’re delighted to be a finalist for Best Repairs and Maintenance Scheme. We’ve worked hard to deliver the right service to our customers. With the help of our tenants and their support staff we set up the in-house service, and we’ve got a great staff team and systems in place to support it. The operatives have built relationships with the tenants and support staff which is invaluable. Over the last two years, we’ve continued to grow the in-house team in other areas. We look forward to a further expansion in the near future.”
The Northern Housing Awards ceremony is being held on 16 May at the Midland Hotel in Manchester. Good luck to everyone!
GLH’s in-house repairs team
For more information about our in-house repairs team, get in touch.