BETTER communications with tenants; proactive maintenance to avoid serious repairs and completing more repairs on the first visit are among improvements laid out in the new repairs and maintenance contract for the council’s housing.
Thurrock Council has appointed Mears to deliver the services for council homes in the borough.
The appointment came after a comprehensive procurement process which was open to other suppliers who were fully considered before the decision was made to reappoint Mears.
As part of the process, members of the Housing Services Resident Panel evaluated customer care aspects of the tenders.
Improvements to service for tenants:
stronger focus on repairs being carried out on first visits, keeping disruption to a minimum
a Repairs App enabling tenants to upload photos for more accurate visual diagnosis which will inform the repair request
Communications with residents will be clearer at every stage, with regular updates, text message alerts about operative arrival times and tracking when repair teams are on route
Maintaining and improving the quality of homes through better planning and early intervention helping to prevent issues before they arise
Tenants will have more choice in how services are accessed with easy-to-use digital options alongside traditional ways to get in touch
Tenant feedback, via the Mears App, will play a key role in shaping how the service continues to improve
Cllr Rob Willoughby, Portfolio Holder for Adult Health and Housing Services, said: “Housing services, supported by tenants from our Resident Panel, went through an exhaustive procurement process for the repairs and maintenance contract. This new contract will provide more proactive maintenance to avoid serious repairs issues, enhanced communications and other improvements that provide the service our tenants need and deserve.”
The new contract also will bring wider community benefits:
Provision of an additional 100 apprenticeships during the first five years, supported by a new training academy
Jobs and work placements for local people and targeted community initiatives.
Mears will also be engaging with local businesses and suppliers, supporting local charities and rolling out a Sports Inclusion Grant Project to help community led sports groups addressing mental health, anti‐social behaviour and social isolation.
