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  • Home Group
Contact value: £15 million
Location: Scotland
Contract length: Five years
Project description: Reactive and planned maintenance and eco works including cavity wall insulation

 
When the opportunity arose to provide reactive and planned maintenance for Home Group’s 3500 properties across Scotland, we knew we could do a great job and offer the highest quality service. Just six months into our five-year contract with Home Group, we had achieved a 95% customer satisfaction rating and completed more than 12,000 repairs. 

The work we carry out for the Group varies from the fixing of broken taps and washing machines to carrying out kitchen and gas installations. We have invested £750,000 in the contract, employing more than 50 new members of staff in various roles, including administrators, phone operatives and field operatives. Over the first year of the partnership, we boosted the local economy by £2.5 million, ensuring we have made a positive impact on the wider community.

In order for us to deliver a smooth, problem-free service for Home Group’s tenants, we invested heavily in a new state-of-the-art IT system to ensure faster response times. Our field operatives in Scotland now carry tablet computers, linked up with our national office’s innovative maintenance request system, which allow instantaneous communication between all parties, enabling us to deliver an efficient service which meets set timescales.
Tenants are alerted to job requests, confirmations and times via SMS messages sent from the sophisticated devices, ensuring everyone is kept in the know and that customers receive excellent service from Novus.

Chris Stone, a Home Group tenant and chair of the central residents committee in Edinburgh and Rosyth, said: “Novus are very good – it’s been very positive. They carry out the tasks we’ve asked them to carry out, but they also ask if there’s anything else that needs to be done, which is great from a tenant’s perspective and for Home Group.”
 
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