Repairs and Investment Works – Anchor

Novus delivers repairs, maintenance, voids and planned investment programmes across Anchor’s retirement living and care portfolio in the North West and South West, supporting over 14,500 homes and communal facilities for residents aged 55 and over.

Scope:
• Responsive repairs and void property works.
• Planned investment and capital improvement programmes.
• Maintenance of homes and communal facilities to ensure safety, compliance and quality standards.
• Service delivery across Anchor’s North West and South West regions.

Successes:
• Successfully mobilised both regional contracts to programme, including establishing a new South West office, TUPE transfer of 26 colleagues, recruitment of 70 new starters and full integration with Anchor systems.
• Enhanced resident engagement through dedicated Customer Liaison Officers, targeted communications and pre-start consultations.
• Delivered wider social value initiatives focused on digital inclusion, scam awareness, energy efficiency, gardening and environmental improvement.

Challenges:
• Managing a large and geographically diverse portfolio through dedicated scheduling teams, zonal deployment and a 64-vehicle hybrid fleet.
• Maintaining responsive service delivery across emergency (4-hour), urgent (24-hour) and out-of-hours repairs within occupied retirement living and care environments, requiring sensitive communication, careful planning and minimal disruption for elderly and vulnerable residents.
• Adapting service delivery to meet the needs of older and vulnerable residents, requiring tailored communication and engagement approaches