recite me
Business: Sure Maintenance
Services: Compliance > Gas
Markets: Social housing
Client: Irwell Valley Homes
Date: 08/02/2021

Irwell Valley Homes

Overview

We have been working with Irwell Valley Homes (IVH) since March-2017 when we were awarded a reactive installation contract. With a stock of 6,000 we have completed 943-boiler installations (labour only) in IVH properties across Greater Manchester. We have recently been successful with our bid to deliver responsive and planned installations to IVH homes for a 3-year period, commencing in December-2019.

Resources

All staff are based out of our regional office in Wythenshawe. 

All staff working on this contract reside within 10-miles of the contract area, with numerous residing within Greater Manchester. 

We have engineers available to meet demand, ensuring availability to accept reactive installations and respond within specified timescales. We have additional resources we can call upon for instances where there is an increase in the number of reactive orders that we may receive – i.e. over winter when boiler usage/failure increases. 

We review our Winter Weather Plans each September to ensure all staff are prepared and have adequate vehicles/equipment to access all properties in-line with response times. 

Evidencing successful delivery

KPIs

  • Surveys completed within 2-days of referral: 99.4%
  • Installations completed within 5-days: 100%
  • Defects: <0.5%
  • Spend against budget: 100%
  • Customer satisfaction: 99.8
  • Number of re-calls in first 12 months: 0.2%

Ian Cusick of Irwell Valley Homes said:

The working relationship between myself at Irwell Valley Homes and the boiler installation team at Sure Maintenance is a positive one. I know I can rely on them to react in a timely manner and to carry out good quality of work.


Back to all case studies