Business: Aaron Services
Services: Compliance > Gas
Markets: Social housing
Date: 03/04/2016

Longhurst and Havelok Homes

Aaron Services commenced this contract with Longhurst and Havelok Homes in April 2006. We were successful in retendering for a further five years (with potential five year extension) from 1 April 2011. The new tender increased the number of properties being maintained from 2,000 to 4,500 to incorporate the increased housing stock resulting from the merger with Havelok Homes.

We also provide servicing and maintenance to 20 communal systems located in sheltered housing schemes.

The contract includes the 24/7 provision of responsive repairs, annual servicing and programmed and unplanned installations for properties fuelled by gas, oil and renewable heating systems plus some electric systems.

As with all contracts, we monitor and report on a comprehensive suite of KPIs to demonstrate our successful delivery of the contract. The results are reviewed annually and targets increased each year.

The latest KPI report demonstrates the following outcomes:

  • Appointments made on time: 100.0%
  • Appointments kept on time: 99.5%
  • First time fix: 89.5%
  • Servicing compliance: 100.0%
  • Customer satisfaction: 99.3%
  • Through client collaboration over the years, we now have an even servicing distribution throughout the year, consistently completing the same number of services every month. On commencement of the contract, servicing anniversaries were all falling within the three summer months. The revised approach has assisted the client with cost management, with a minimum number of properties having two services within a financial year, and has contributed to the 100% servicing compliance which we can now demonstrate.

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