The Challenge

The provision of a repairs service 24 hours a day, 365 days a year to 5,500 homes is a mammoth task. Blackpool Coastal Housing (BCH) knew that to continuously improve the standard of customer service, whilst making significant savings, was going to require an innovative and bold move. BCH were looking to reduce the costs of their maintenance team without compromising service delivery standards. They were also looking for a system to better manage resources and stock, and significantly reduce their overheads.

The Solution

Connect from Telecetera was implemented in January 2010.  With service delivery the priority, Telecetera analysed BCH’s work to see where Connect could be used to improve standards and reduce costs.  The appointing and scheduling component was implemented to streamline job assignment, getting more jobs done in a day, at convenient times for tenants.

Connect eliminated paperwork. All jobs are entered on the computer system at the office, and all site work is entered straight into the PDA. High speed communication between the PDA and office computer system has eliminated printing and excess travelling. Information is always accessible to whoever needs it, wherever they are, making it easier than ever to guarantee the repairs first time.

Connect has also revolutionised BCH’s stock and resource management. The automated stock control not only means that the operatives know the stock they are carrying and what is needed for their jobs, but has also allowed a supply partnership to be established, removing the need for a BCH depot.

Throughout Connect’s implementation, BCH maintained its high standard of service delivery with 97% of repairs being completed within target, with a 96% tenant satisfaction rating.

The Benefits

Telecetera’s expertise and BCH’s vision have combined for a truly effective solution. Connect has led to significant savings for BCH.  The estimated annual saving for the reduction in outsourced jobs is £360,000, with the average job cost reduced from £89 to £79. Connect has led to savings of £11,000 of fuel and 2,000 hours’ worth of travelling. These hours are now used for doing more repairs.

Connect’s stock control means BCH have been able to close their depot, saving an overhead cost of £260, 000. BCH have also won two awards in partnership with Connect: Best Direct Labour Organisation at the National Housing Maintenance Forum 2011, and the Innovation in Housing Technology Award at the Housing Excellence Awards 2010.