Repairs – maintenance, schedules of rates and ordering repairs for non-technical staff

In these economically challenging times we’re all looking at ways of reducing costs without sacrificing quality. Achieving value for money is a key priority and repairs and maintenance is a high cost area for all organisations. Incremental improvements can save significant amounts of money.

Repairs – maintenance, schedules of rates and ordering repairs for non-technical staff

Customers often complain about abortive and unsuccessful repairs visits and multiple visits to fix simple repairs. Organisations waste money and resources with high pre-inspection levels. Meanwhile, contractors complain that repairs ordering staff often lack basic building knowledge.

Accurate repairs ordering can save costs; reduce levels of pre-inspections, recalls and abortive visits, and claims from contractors; improve rates for first-time fix, right first time, customer satisfaction and contractor performance; and result in less disputes with your customers, clients and contractors.

What the course covers:

  • An outline of the key building elements and components
  • Guidance on accurately defining repairs
  • Repairs ordering and priorities
  • Dampness and condensation – what’s the difference?
  • Inspections – how to do them
  • Use of schedules of rates as part of repairs ordering
  • Diagnostic systems
  • Techniques for obtaining accurate information from customers
  • Practical exercises in repairs identification and ordering
  • Complaint reduction and improvements in customer satisfaction.

Who should attend?

  • Call centre and all repairs ordering staff
  • Housing officers
  • Estate officers
  • Neighbourhood officers
  • Tenancy officers
  • Schedulers and planners
  • Those responsible for communal areas and schemes
  • Staff who carry out estate inspections and walkabouts
  • Team members who manage sheltered housing
  • Staff who are involved in the maintenance of communal areas
  • All neighbourhood services teams
  • Those responsible for the management of Anti-social behaviour.

Repairs – maintenance, schedules of rates and ordering repairs for non-technical staff

Kevin Bentley

Technical Kevin Bentley

Kevin Bentley will share with you the latest information and best practice, and his wealth of experience in asset management, repairs and maintenance costs and key asset management drivers.

training track record

HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package, please contact us by emailing training@hqnetwork.co.uk