We’ve appointed three contractors to deliver a new and improved repairs service designed with input from residents.
Over the past year, we’ve taken a different approach to designing our new specification and contract for repairs. We went out and listened to over 1,000 residents and our operational colleagues through a survey and several in-person and online events. Your insights and experiences have shaped a contract that puts customer experience, quality and accountability at the heart of everything we do.
From design to tender
We published the repairs and maintenance tender opportunity in December 2024. Bidders were assessed on much more than just price, including:
- Service structure and coverage
- Resident experience
- Supply chain management
- Tradesperson recruitment
- Mobilisation ability
- Social value provision
- Sustainability and waste management
- ICT capability
- Approach to managing commercials
Who has been appointed
Axis will be delivering in the east, and you can check out their resident experience video to get an introduction into how they work.
Cardo will be delivering in the north. Here is their introductory video.
Wate Property Services will be delivering in the west and will continue to deliver in the central area, which will be reviewed in 12-months to ensure strong performance delivery in the region. You can watch their introductory video below.
Gilmartins and Ian Williams will remain on our framework, a pool of preapproved suppliers, so we may work with them in future.
What this means for you
This is more than just a new contract, it’s a framework for accountability and service improvement. With real-time visibility, stronger customer focus, and clear consequences for underperformance, we are in a better position to deliver repairs and maintenance that residents trust and colleagues can be proud of.
Patrick Franco, chief executive of Notting Hill Genesis, commented on the new appointments:
"We’re delighted to welcome new partners Axis and Cardo, and to continue to develop our existing relationship with Wates. Our procurement and repairs teams have secured agreements providing wider coverage for our residents and much stronger contractual terms than we are currently on. These new arrangements will give us the tools to monitor and manage repairs performance more effectively than ever before, ensuring we deliver the high-quality service our residents expect and deserve.”
We will be introducing enhanced performance measures to ensure repairs are delivered promptly, to a high standard, and with a strong focus on resident satisfaction. These will track key outcomes such as: standard and emergency repairs completed on time, first-time fix rates, and the percentage of appointments kept. We will also monitor resident satisfaction with tradesperson behaviour, pass rates for post-inspections, and the proportion of repairs diverted to other contractors due to capacity issues. Average completion times for standard repairs and the ability to “fix well and fast” will be central measures, giving us a clear picture of where performance is strong and where we need to take action with to achieve the best possible outcomes for our residents.
What’s new in the specification
We’ve built in a number of changes that will make a real difference for residents:
- Live visibility of repairs - contractors and subcontractors will fully embed with My Account, giving real-time updates on appointments and repairs.
- Customer sign-off - follow-up work will be booked in with you before the operative even leaves your home.
- Faster defect resolution - defects will be attended to quickly, supported by better reporting within our systems.
- Resident reassurance - residents will receive a photograph of the operative the night before they are due to carry out work in your home.
- Quicker complaint handling - contractors must respond to complaints within 48 hours so our complaints team can investigate and respond promptly.
