Maintenance & Breakdown cover

We provide a comprehensive 3-star responsive repairs service for registered social landlords and small landlords alike.

Prices for this service include all labour, materials and a 24-hour callout service throughout the year, including Bank and Public holidays. Engineer response times within our areas of operation range from 1 to 4 hours.

Prompt, courteous and multilingual response to calls

Our offices are open 24 hours a day every day and residents of our social housing clients are provided with a dedicated single FREEPHONE telephone number that takes calls around the clock. We do not use answering machines or external call handling services.

Our call centre performance is examined continuously by use of wallboards, statistics and intrusive monitoring to ensure that all calls are answered quickly and courteously. Residents experience a polite and multi-lingual response to their needs. We speak approximately 15 languages within our offices and translation and interpretation services for those languages not spoken at BSW. We proactively call back all abandoned calls on an hourly basis, to ensure 100% accessibility to the service.

Convenient, flexible appointments and real-time work management and data systems

Currently, over 60% of all repairs are reported directly by residents. We also receive orders from clients in a variety of formats, including telephone, email, IT link and automated CSV file import.

BSW uses a bespoke service management database for logging and control of work and an appointment is always made at the time of call.

Engineers receive jobs to their PDA’s in real-time and work data is sent back electronically within 30 seconds of job completion. Appointments are confirmed by personal telephone call and automated SMS Text prior to and on-route to confirm arrival time.

Engineer selection is determined using our Bespoke Dynamic Scheduling Software that manages work streams and allocates jobs to appropriate technicians based on a number of business rules, including property type / work type / qualifications / dedicated operatives / geography / time and length of previous job. Jobs are sent out to PDA’s at the same time as the resident is on the telephone.

The Dynamic Scheduling solution provides us with excellent control and service delivery to multiple work streams and work types over a property base spanning the entire Southeast of England, at no extra cost to our clients. The software also ensures maximum logistical efficiency and minimum wastage of resources (12% reduction in mileage and emissions in 2011).

In addition to in-hours appointments, we offer flexible evening and weekend and more specific appointments, such as ones to coincide with school runs or other duties, all designed specifically to minimise inconvenience to residents. Installations are always carried out in-hours.

All vulnerable residents receive a heightened, priority response to heating breakdowns that leave them with no heating or hot water. Boiler parts can be kept within communal scheme plant rooms or pre-agreed storage areas.

Ensuring that appointments are completed to timescale

Incomplete exception reports are generated every evening, to identify jobs that are due for completion. Van trackers are checked regularly to ensure engineers are on schedule for their workload and PDA data is analysed at half-hourly intervals throughout the day.

Local labour and co-location

All our operatives, technicians and supervisors live locally to their contracts and operate from local regional control points that carry office facilities and stock of materials, including temporary heaters.

We currently have very successful co-location arrangements with several clients (Moat Homes – five days per week), (Newlon Housing Trust – three-days per week) that allows rapid attention to calls within the client’s offices and the development of a deep understanding of resident’s needs at a local level.

BSW is happy to provide co-location to large registered social landlords as a value-added measure to enhance the level of service offered to their stakeholders.