duration

Duration
1 day

duration

Location
In-house

duration

Availability
Good

Suitable for:       All What does this mean?

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.

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.

  • Read more

    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.
  • Our trainer

    Kevin Bentley has worked in social housing in both the local government and housing association sectors for over 30 years, specialising in housing maintenance and stock investment issues, he has extensive experience in all aspects of management of empty properties and voids in the social housing sector covering not just technical aspects around procurement, specification and overall void management but also the importance of voids as part of the letting process and creation of new tenancies.

    Kevin is HQN’s lead asset management consultant. He developed the HQN repairs and maintenance accreditation certification system and is now the lead assessor for our accreditations. He is also our expert on value for money in asset management and procurement and has run numerous seminars and workshops on this. He provides regular bespoke training for organisations on procurement, value for money and contract management.

We can bring this course to you.
If you have five or more staff interested our in-house training offers great value for money.

Complete the form below and we'll be in touch.