We have continued our sustained period of success by being shortlisted for our third national award this year.
We are up for 24 Housing's 'Repairs and Maintenance Provider of the Year' award for our innovative re-structure of our Responsive Repairs service.
STAR Housing earlier won Resolve’s anti-social behaviour award for ‘innovation’ for our work against county lines drug dealing. We were also shortlisted for the UK Housing Partnership award for our housing support work, working with organisations across Shropshire to provide a holistic approach to housing support.
It was last year identified there was a concerning number of repairs we carried out that were not being completed first time and being passed back. This was disruptive for tenants and extremely inefficient for STAR in terms of both organisation and finance.
We then carried out an open and honest review of our services and workforce to identify the causes of this problem. We eradicated the problems by working on tailor made solutions using a methodical and pragmatic approach to each problem.
We also developed realistic time slots for appointments to improve organisation, generate more diary space and help facilitate responding to emergency works and have moved to a sole supplier and as a result developed a refined core list of materials.
If our operatives felt there is more to be done than first anticipated, a supervisor attends to agree a way forward that is satisfactory for both tenants and ourselves.
As a result of the above we are completing works right first time an incredible 98% of the time as opposed to 82.5% last year. This has led to a huge 6% increase in tenant satisfaction with 84% of our tenants very or fairly satisfied with our repairs service.
Our Strategic Repairs Manger Steve Thorpe had this to say " “We are very proud to be shortlisted for the ‘Repairs and Maintenance Provider of the Year’ award from 24 Housing following a sustained period of success and improvement. As a team we analysed what changes would make a difference to our tenants in the way we deliver our services, together with what we could demonstrate as improved value for money from our available resources. We proceeded to put some new challenging processes in place and are now reaping the rewards by seeing huge improvements in our satisfaction levels.”
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