Golden Lane Housing won Project of the Year at the Building Communities Awards 2017 for launching and expanding our fantastic In-house Repairs team.
With the help of our tenants we have been improving the general repairs service in the North of England with outstanding results.
By giving people a more personalised service, customer satisfaction has risen from 74% in 2014/15 to 91% in 2015/16. With a new staff structure in place and a proactive approach we have made cost savings which have been reinvested into our properties. Most recently a repairs day has been introduced to carry out several non-urgent repairs at each property on a monthly basis.
GLH tenant, Nathan has benefited from the In-house Repairs service. Maureen, Nathan’s Mother explains, “Over time Nathan’s got to know Sean as he’s the main person who does his repairs. He’s lovely and Nathan really likes him. Sean is flexible to fit in with Nathan’s routines for the day. He talks to him about the work he’s going to be doing. Nathan trusts him. The GLH team are the type of people that Nathan wants coming through his front door. It’s a real pleasure working with GLH.”
Mark Felton, compliance and maintenance manager said, “It’s a real honour to win The Project of the Year Award. Our team worked tirelessly to set up the In-house Repairs Service and we haven’t looked back. We want to say a huge thanks to our tenants and the people who support them, without their help we wouldn’t have the repairs service we have today. We continually ask tenants how we can improve, that’s the best way to make sure we get it right. We’re looking at a further expansion so more tenants can benefit.”
GLH’s In-house Repairs team
If you would like to find out more about our In-house Repairs team, please get in touch.