Registered Provider

Case Study Details


Registered Provider


Repairs & Maintenance



A Successful Partnership

Our client is a social housing Registered Provider and is therefore regulated by the Homes and Communities Agency (HCA). Their purpose is to provide high quality accommodation to vulnerable adults and help promote independent living.

The Challenge

Our client is a Registered Provider (RP) of social housing and is regulated by the Homes and Communities Agency. Their focus is on providing own-tenancy accommodation for vulnerable adults, helping to promote independent living.The RP was geographically spread through the UK and was using a single large contractor to deliver its repairs and maintenance service. This resulted in increased costs due to extensive travel times, a high rate of subcontracted work and an inconsistency in service across the country which was impacting on customer satisfaction.

What We Did

Working with the client we were able to implement a solution that:

  • Consolidated the number of accredited suppliers
  • Set up a call centre that all repair requests were channelled through to make it easy for tenants to report issues
  • Set up all procedures and policies to ensure all work was compliant to the latest legislation
  • Engaged with tenants (including creation of a Tenant handbook) so that they understood the changes
  • Increased the visibility of the service through tenant communication
  • Implemented a robust recharge policy where the cost of any repair is down to abuse or misuse by the resident 
  • Carried out customer satisfaction surveys to ensure we are meeting the expectations of the residents.

The Outcome

Tenant satisfaction increased as there was clarity on who to contact if a repair was required and they could track their repair through every stage of the process. The client saved money and had a more efficient and customer focussed service.

Get In Touch

Please type your full name.
Missing or invalid email address.
Please type your company name.
Please type your telephone.
Please specify what you are interested in.
You must accept the terms of agreement.


International House, 24 Holborn Viaduct, London, EC1A 2BN

Contact Info