We have operated the Network contract since 2011, covering a geographical area in North London. We currently maintain 9,500 homes for Network in this area. On average, the Network contract delivers in excess of 1,800 repairs a month, comprising the repairs and maintenance and 24/7 emergency call out service. The contract is a TPC 2005 initially based on a schedule of rates.
Customer satisfaction is the main KPI that the service level agreement is measured against with Network; therefore providing a high level of service, and more importantly maintaining it, is critically important. On the Network contract we have already introduced a customer care charter and an officer who rings the resident within two hours of the repair to monitor the operative's delivery and provide real-time feedback to the operatives manager.
The Rydon role
The partnering agreement with Rydon involves maintenance of the building fabric, services (except heating) and the environs. The Rydon team of operatives use PDAs and a bespoke software system that provides them with essential information to respond to residents' needs quickly, without having to return to base. The system also enables Rydon to manage the unpredictable workload efficiently and cost-effectively.