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Business: Sure Maintenance
Services: Heating and hot water
Markets: Social housing, Public buildings
Client: Your Housing Group
Date: 08/02/2021

Your Housing Group


We’ve been working with Your Housing Group (YHG) since April 2017.

We maintain 251 appliances and assets across 120 sites across the North of England (as far East as Humberside, as far South as Crewe and up to the Lake District), consisting of sheltered accommodation / retirement villages / community centres / respite centres / extra care facilities.

We carry out servicing of assets in communal areas of the above properties, and repairs within individual flats. 

Evidence of successful delivery

KPIs: The CM reviews KPIs each month, highlighting any trends in underperformance; i.e. quality control, customer satisfaction, etc. Subsequent retraining is arranged for required parties. 

  • LGSR compliance: 100% (last 24 months)
  • Response times:
  • Attend in 4 hours, completed 24 hours: 100%
  • Attend in 8 hours, completed 3 days: 100%
  • Attend and completed 30 days: 100%
  • Customer satisfaction: 99.78%
  • Complaints: <0.5%

Since commencement we’ve maintained compliance across all 120 sites due to our robust programming and scheduling PPM regime. This has limited the amount of call-outs and ensured compliance. 

We carry out servicing / maintenance of:

  • Commercial gas/plumbing - 106
  • Commercial gas catering equipment - 4
  • Commercial gas laundry equipment - 3
  • Bio-mass - 1
  • Air conditioning units / heat recovery systems - 27
  • Catering equipment - 42
  • Solar PV - 5

Peter Cleasby at Your Housing Group said:

"Sure have maintained compliance for 24 months across a variety of assets – heating and gas maintenance / air conditioning / air handling equipment / catering equipment / HIUs / solar PV/ h ot water. 

"They meet all reactive response times (in and out-of-hours) across all sites and meet all reporting and invoicing requirements, achieved via our interface. They have assisted with work outside of the contract specifications when called upon.

"There are weekly meetings held between Sure / YHG management whereby we review KPIs to maintain high performance standards, Sure consistently attend these and adapt any working methods to suit YHG customer needs.

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