Property Plus director Stephen Collins explains how the service, which delivers repairs and maintenance work for the Group, has been transformed by excellence and innovation.
Our Fair Landlord approach has revolutionised the way Property Plus works so that we can invest more in our people, properties and customers. Savings of £600,000 per annum are reinvested to bring huge benefits to our repairs and maintenance service.
The approach has transformed a loss-making operation into a successful business investing in its people, properties and customers. Last year, we spent over £20 million repairing, improving and maintaining our homes.
While completing 23,000 jobs, we clearly set out which repairs were our responsibility and which needed to be carried out by customers. We also implemented our Home MOT service, carrying out planned maintenance of homes, a neighbourhood at a time. This was introduced in South Staffordshire and rolled out to Shropshire 12 months ago.
Clear communication has been key to the success of Fair Landlord, with a whole-business approach ensuring consistent, repeated messages through customer services, marketing and front-line operatives.