Maintenance performance

Published: 16 June 2009

The Morrison repairs contract began in May 2008. Our residents have been telling us for some time that there have been problems.

In the contract, Morrison aims to achieve the following targets. These targets may be reviewed in the future.

Target 1

• 85% or more to be pleased or delighted with the service.

Target 2

• 85% or more to feel that the service fits their personal needs.

Target 3

• 97.3% of emergency repairs to be completed on time - attended within four hours and completed within 24 hours.
• 85% of urgent repairs to be completed on time - within seven days.
• 97.3% of routine repairs to be completed on time - within one month.

Target 4

• 96% of appointments kept (excluding those cancelled or failed/no access appointments).

Target 5

• 90% of post-inspections to pass as satisfactory.

Performance from May 2008-April 2009

As you can see, the target to attend over 95% of repairs on time was not achieved during the period May 2008-April 2009.

What are we doing to put things right?

Both Gateway and Morrison have made changes to improve the service.

We are:

• carrying out repairs satisfaction surveys by phone to encourage more people to respond (agreed by the Residents' Forum);
• meeting Morrison every month to discuss their performance;
• looking at our IT system to see if we can improve the way we work;
• introducing Contact Manager to:
  - improve the time taken to answer the phones
  - make sure repairs are recorded properly and followed up.

Morrison have:

• appointed a new contract supervisor, Nick Huzier, who focuses solely on our contract;
• removed all staff formerly working on the contract;
• increased the number of people working on the contract;
• agreed to externally audit performance every three months; and
• appointed a Resident Liaison Manager, Vernon Corea, who you can contact on 020 8709 5123.

What happens in the future?

Morrison's performance appears to have improved since April 2009 but it is too early to say if this is a trend. If their performance continues to meet the set targets to the end of June, we will continue with the contract.

If they do not continue to improve, the way forward will be discussed at our Residents' Panel and Board.

What can you do to help us?

If you have a repair, give us your feedback.

Morrison - we want to know if:

• the repair was done correctly;
• in one visit; and
• if the visit took place when the appointment was made.

Gateway - we want to know if:

• you were able to contact us first time to report the repair; and
• if the person you spoke to was able to process the repair correctly.

Let us know what you thought by phoning us on 0800 052 9922 or 020 8709 4300.

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