PfA set up its first contracts for responsive repairs in April 2007. Five housing associations have commissioned work from two contractors. Following a rigorous tendering and selection process, Harlow and Milner Limited from West Yorkshire and Mono Services Limited based near Manchester were chosen. Tenants were involved in the selection process to ensure that their priorities were taken into account.
The contracts are based on partnering principles with a five year timescale extendable to 10 years. Contracts are monitored through key performance indicators that include tenant satisfaction targets and performance incentives. Performance targets are reviewed each year to secure continuous improvement.
Efficiency is another key principle with year on year efficiency targets built into the contractual arrangements. There are client cost savings too. Procurement savings have been estimated at £2,000 per contract across PfA’s activities. Equity Housing Group has been able to reduce its contract supervision staffing costs through partnering and joint procurement saving around £32,000 each year.
A long term, non-adversarial approach to contracting means that all parties have a stake in success and improvement. For example, in the Accent Group joint workshops with the contractor are bringing mutual benefits in the way voids are repaired and let.
Longer term relationships have brought further advantages. Shared IT links mean that repairs can be administered in a paperless environment that saves time and money. In the Accent Group, their contractor has access to the association’s repairs computer system, Direct Access, so that repairs can be processed from reporting to job close down and invoicing. Accent are now working on an appointment process with their staff inputting appointments directly and these being picked up by the contractor from the system.
Increased scale and long term relationship will also bring increases in training opportunities. A mechanism has been built into the contracts to ensure that more apprenticeships are created as the number of properties covered increases. Six additional apprenticeships have already been created and there are links through Accent Community Partnerships with YouthBuild, the award winning organisation that helps disadvantaged groups such as young BME community members find training and employment in the construction industry.
2009/10 responsive repair contracts will be framework contracts that any participating RSL can benefit from