Contract Name: L&Q

Since April 2009, Rydon has been delivering this responsive repair contract for L&Q. We provide services to 2,624 homes, which include houses and low rise blocks of flats dispersed across a wide geographical area covering Sussex and Surrey.

The RML role

This contract is coordinated from our East Grinstead office. Customers call L&Q direct with details of their repair. Rydon works together with L&Q to provide appointment slots and process repairs seamlessly.

We use a bespoke IT system to manage repairs. Using handheld Personal Digital Assistants (PDAs) we keep in close contact with operatives, and obtain real time job status and performance information.

Customer experience and excellent service performance are key commitments. For the past 13 months, Rydon has consistently completed 100% of all repairs, including routine, emergency and out-of-hours repairs, within target timescales (2011/12).