2X4.5k-word paper

ScenarioB-OverviewofHousingRepairsOperation.docx

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Area Homes

Scenario B

Overview of Housing Repairs Operation

To maintain their portfolio of properties, Area Homes has a sizable housing repairs function. This is a back-office operation based at the Area Homes works depot. All requests from tenants for repair work are logged by the Area Homes call centre and these then pass electronically to housing repair operations colleagues based at the back-office depot. Here the requests are checked, prioritised and allocated to appropriately skilled tradespeople (plumbers, electricians, joiners, plasterers etc). These tradespeople receive a list of jobs to undertake when they begin work each morning, load their vans with the materials they expect to need for the jobs they are allocated, and then visit each property in turn, as listed on their schedule. At each property they will undertake the required repair work. If additional work is required, they will pass this information onto their supervisors at the back-office depot. Should they visit a property and find no-one is home, they put a card through the letter box advising the tenant that they have been and suggesting that they telephone the call centre to arrange another visit.

Many of the tradespeople are employees of Area Homes and they currently number approximately 35. However, the housing repair operations managers also draw upon a number of additional contractors to undertake repair work. An example is Hansen Elevator Services (HES) who are used for any repairs needed to the elevators in the blocks of flats (apartments) owned by Area Homes as this is specialist work that could not be undertaken effectively in-house.

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