When Mila Window and Door Maintenance are called in, a resident has a particular problem which is affecting their comfort, safety or security.
This is particularly the case on what are designated ‘Category 1’ cases, emergency situations which dictate a maximum 2 hour response to assess the issue, and a time frame for completion of a maximum of 24 hours.
Mila Window and Door Maintenance’s achievement of 99.44% on time completion performance for London and Quadrant Housing across more than 8,000 jobs in a 12-month period is an outstanding example of a company setting the highest standards on a Responsive Maintenance contract.
Managing Director Tristan Cooke comments “All job categories need addressing in a certain way, and with Category 1 cases in particular I think we can all put our hand on our heart and say that if there is an unscheduled emergency requirement in our day to day business dealings, we deal with it”.
What is so impressive about the way our teams work is that they are capable of doing this day in day out, and to the same standards every time. We had 805 cases where there was a requirement for us to respond to the resident’s need within 2 hours and complete the works within 24 hours. We did this every single time during the year – not a single failure in our performance level.
Specific Works
The Category 1 cases are one of four categories that Mila Window and Door Maintenance work to with priority being based upon the severity of the issue. In total the company was asked to carry out 8032 jobs for L&Q during a year and to complete 7992 of them on time across 4 priority categories to a performance rate of 99.44% is an outstanding achievement.
Generally where we do fall below 100% it is because of a material requirement where the item required is a special order. We deal with windows and doors which can have been fitted at any time over the past 30 years, and until we get there we just don’t know what to expect. But all things being equal we know we will always meet our clients requirements.
Mila Window and Door Maintenance’s achievement of 99.44% on time completion performance for London and Quadrant Housing across more than 8,000 jobs in a 12-month period is an outstanding example of a company setting the highest standards on a Responsive Maintenance contract.
Resident care is one of the key drivers of our business. We take great pride in our work in this regard; residents are generally distressed about something at the point we are called in, and we know that if we respond in the right manner we can take away their concerns immediately, and represent the interests of our client at the same time.
