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East Kent Housing (Shepway District Council)

Posted On - March 20th 2017
Project Overview

Shepway District Council engaged Mila Window and Door Maintenance to visit and maintain the windows and doors in each of their 3,318 properties annually.

Nature of the works

Shepway District Council engaged Mila Window and Door Maintenance to visit and maintain the windows and doors in each of their 3,318 properties annually.

The aim of committing to an annual service contract was to reduce the number and cost of responsive maintenance call outs with the twin purpose of helping the client to better control its maintenance budget, and to look after the well-being and welfare of residents as they are the income provider for the authority in real terms.

The service contract is split into five distinct categories, each with their own high service level expectations.

The core service requirement in each property is for Mila Window and Door Maintenance engineers to ease, adjust and lubricate all working parts on installed windows and doors, and to address any immediately obvious remedial requirements.

These can include the replacement of handles, hinges, gaskets or locking mechanisms and the Mila team carry all parts with them to ensure they can action a ‘First Time Fix’ of these day to day repairs to keep resident disruption to a minimum.

Resident care is a major part of both Mila Window and Door Maintenance’s ethos, and that of the client, and a 95% resident satisfaction target on the contract is testimony to that fact.

Resident Satisfaction Scores

Speaking for the client, Chris Woodman, Maintenance Inspector commented

“East Kent Housing (Shepway) believes in the importance of investing in the welfare of it’s tenant’s and leaseholders by having an annual servicing regime for their windows and doors, which includes minor repairs and replacements, done at the time of the service. This also means we can pro-actively prevent failures and reduce unexpected costs to help budget more consistently”.

“Mila Maintenance and East Kent Housing have an ethos, which puts the client and resident at the forefront of what they do and we continue to enjoy working with them to provide an excellent service. We have monthly meetings to discuss performance, look at customer satisfaction and discuss ways to improve the service. It’s important to understand each other’s organisations and developments and we work together to drive efficiencies and savings as well as promoting social value to enhance the local community”.

Resident Feedback

“The engineer showed me his ID without me having to ask. He was very tidy, and clean and he explained 100% what he was doing” – Mr Whitehead.

“The engineer telephoned me to let me know he would be arriving. I am very satisfied with the service” – Mrs Austen.

“All aspects of the work were very good, the engineer was polite and helpful. Very happy with the service” – Mrs Groombridge.

The other categories of the service contract are:

  • The replacement of double glazed units where they have failed or are broken
  • Call outs to windows and doors which have been damaged and need repair or replacement outside of the cyclical maintenance programme
  • Action to repair and maintain windows and doors in void properties ready for letting within limited timescales
    Replacement of new standard PVCu doors or fire doors

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