Responsive Repairs

We provide responsive repairs to over 200,000 domestic and commercial properties, including 24/7/365 emergency repairs and handyperson services. We pride ourselves in delivering a Right First Time service because we understand that prolonged repairs and multiple appointments can cause unnecessary disruption for residents.

Contact centre

Our dedicated 24/7/365 contact centre provides round-the-clock support via the use of state-of-the-art IT and telephony systems. We can provide a bespoke solution for each client, including intelligent call routing, bespoke call scripts, and incorporation of the relevant Service Level Agreements.

Directly employed workforce

We minimise response times by employing highly skilled teams of local operatives, ensuring that repairs are carried out quickly and efficiently. Our multi-skilled teams are equipped with mobile devices that offer real time access to our MSi IT system – the industry’s leading works and asset management software.

We offer an enhanced multi-skilling solution via our team of directly employed Property Service Engineers. This innovative approach has allowed us to develop a workforce that provides Right First Time repairs on over 80% of jobs – with specialist teams providing solutions for more complex repairs.

MSi IT system

Our in-house MSi system is based on the Microsoft Dynamics CRM platform, allowing us to seamlessly integrate with a range of housing and asset management systems. As an in-house system, we are able to tailor MSi to suit the individual needs of each client and their respective systems.

MSi captures unprecedented amounts of repair, customer, and asset data, and allows us to analyse trends and assist our clients in reducing costs and developing effective planned investment programmes. Facilities such as repair heat maps are particularly useful when implemented across multiple work streams, enabling us to build a complete asset profile that assists our clients in developing long-term asset management plans.

As a nationwide business with local offices, we are dedicated to providing flexible, convenient and sustainable housing services that meet the individual needs of our clients and their customers.