Southern Housing Group launches new repairs service
Southern Housing Group has expanded its new in-house repairs service for its residents in Waltham Forest, Tower Hamlets, Newham, Barking and Dagenham, Havering, Greenwich, Thurrock, Medway, Brentwood and Basildon under the banner of Southern Maintenance Services (SMS).
The handover covers and follows the success of its existing in-house repairs service delivered by the Group last year in Kent.
More than 95% of residents in Kent now rate the Group’s service at 8 out of 10 or above, while an impressive 88% of residents give the service a 10/10.
Kevan Allaway, Maintenance Director at Southern Housing Group said, “Having worked with our repairs contractor for more than 5 years, this exciting change will allow us to continue to provide a full range of repairs services, with the added benefits of financial savings and higher customer satisfaction.
“Our performance figures and levels of customer satisfaction have been very high since we launched SMS in Kent, and we’ll aim to keep to this momentum going with the new service.
“By bringing our repairs service in-house in Kent, we’ve saved more than £300,000 on resident repairs in the last 12 months.
“We’ve employed 23 new staff members, including managers, supervisors, trade operatives and customer service advisors, to deliver the new service.
“We’ll continue to provide residents with a whole range of repairs services; cyclical, responsive and out-of-hours, which will deliver more savings for the Group.
“As part of the handover, we will be expanding our existing contact centre in our Ashford office so we can continue to provide our repairs service.”
All of the money saved through implementing the in-house repairs service is now reinvested into providing other services for Southern Housing Group residents.