Milton Keynes
Strategic Heating Partnership with Milton Keynes Council
A strategic partnership with Milton Keynes Council to service, renew, maintain and repair central heating systems for a portfolio of more than 12,000 residential properties, including the homes of many of the most vulnerable people in the city
The challenge
Building upon our ten year history with Milton Keynes to make the step changes in performance the new strategic partnership is to generate for the people of Milton Keynes
Providing additional operational support to the Council’s responsive repair contractor to expedite refurbishment of void properties and get people in their new homes more quickly
Delivering 100% compliant servicing, reduce breakdown demand through repair, maintenance and replacement with the highest degree of customer satisfaction
Originating and supporting implementation of new initiatives such as digital works management and energy efficiency pilots
The solution
Our solutions evolved to meet client and resident needs as they emerged through the partnership, examples of this in action:
Creating a local operations centre in Newport Pagnell to support our PDA-enabled mobile workforce, we schedule and deliver more than 15,000 call-outs per annum for the Council. This includes evening and weekend emergency support, more than 800 system replacements per annum and domestic renewable energy pilots
Our customer-centric approach sees our Customer Liaison and Supervisory personnel actively engaged with customers, shaping and improving our service to better meet their needs. This includes customer service training and safeguarding protocols for Engineers
All activities are monitored through a suite of programme-specific KPIs jointly agreed with the Council.
Features & Benefits
Apprentices and Trainees are hired directly from the Milton Keynes Community
The Servicing Regime is 100% compliant, fully discharging the Council’s LGSR obligations
99.1% resident satisfaction rating
PDA-enabled mobile workforce supported by a customised ‘parts arena’ app to improve stock management within the repairs service
Council strategies for fuel poverty, renewables and protection of vulnerable persons are supported
Housing
Grand Union
Working closely with Grand Union member South Northants Homes since 2002, from 2015 we provide heating services to all Grand Union members and have transformed a traditional service delivery model into a fully IT-enabled modern mobile workforce
Housing
Sovereign
At short notice, Wheldons was required to step in, retain key personnel from a failing provider and mobilise a team to work effectively to maintain service and compliance
