Client:  Connaught Plc in association with Leicester Housing Association (LHA), LHA-ASRA Group, 3 Bede Island Road, Leicester, LE2 7EA

Works description: Responsive Repairs

Since April 2009, we have been the main electrical contractor carrying out responsive repairs works and emergency out of hours call outs for the LHA ASRA Group, covering Leicester, Northampton and Nottingham. We carry out this works directly for the LHA ASRA Group. Following our good performance and upon recommendation from the LHA, we now also carry out varied electrical works for their main contractor Connaught Plc.

We currently carry out between thirty and sixty repairs a day which range from minor domestic maintenance works through to door entry works, fire alarms maintenance and electrical installations.

The repairs are booked in with tenants for morning or afternoon appointments and programmed in suitably so that the engineers can get to all scheduled jobs during the day. Our engineers carry a large core stock of materials on their van in order to enable them to complete the jobs on the first visit. However, we occasionally require materials that are not readily available. As we have an excellent relationship with a number of reliable local wholesalers, we have several resources available to us in order to source materials.

Jobs are issued to the engineers in the morning or on the evening before. All job details from the previous day are transferred on to a database and sent over to the client before 10am to complete and close the jobs. When 1hr emergency jobs come in our office, we utilise the database to see where our engineers are currently and which ones are free to attend the emergency job. We currently have a 100% KPI recorded on attending 1hr emergency jobs.

For each repair we attend, our engineers produce a job sheet which the tenant signs to confirm that they are satisfied with the works done. These signed satisfaction forms are converted into a PDF format and sent over to the client.

 For each job we receive a SOR code and we are allowed a £200 variation limit to complete works. If works are over this limit, then authorisation is sought from the client prior to commencement.

During our time working on this contract, we have managed to increase the main contractors KPI record for jobs complete. Following this, our company was asked to start to do all the day repairs for them which included non electrical elements such as building works, plumbing and carpentry. We have accepted this and we now directly employ plumbers, general builders, etc. on this contract.