Repairs and Maintenance contracts – South Central Region & Scotland – Home Group

Integrated asset management services delivered under a JCT Measured Term Contract across Scotland (6,000 properties) and South Central (6,088 properties), providing responsive repairs, void refurbishments, planned investment works and compliance servicing. 

Scope:
• Delivery of responsive repairs across both regions under a price-per-property commercial model.
• Management of void refurbishments and planned investment programmes to maintain housing stock quality.
• Provision of gas and electrical compliance servicing in Scotland, ensuring statutory and regulatory obligations are met.
Successes:
• Strong direct delivery model with over 60 operatives, including multi-skilled tradespeople, supported by efficient planning and zonal resource deployment.
• Consistent achievement of 100% gas and electrical compliance in Scotland through robust forward planning and in-house engineering teams.
• Seamless integration between Home Group’s OPEN Housing system and Novus’ Oneserve platform, providing real-time job management and appointment visibility.
Challenges:
• Reduced Work in Progress (WIP) by 50% in the South Central region through a collaborative, data-led “Glidepath” approach, improving SLA performance and customer service.
• Overcame geographical separation between Scotland and South Central region through regular site visits and virtual collaboration to share best practice and drive consistent performance.
• Continue to meet demanding response times, including 24/7 emergency call-outs, through the implementation of the Oneserve mobile