Services

Highlight Project

Spire Homes

Part of the Longhurst Group, Spire Homes is a leading provider of affordable housing in East Northamptonshire, Rutland and Wellingborough with a housing portfolio of 4,500 homes.

Fully understanding the front line customer-facing nature of the repairs service and the subsequent impact on the reputation of Spire Homes, a dedicated project team was established to run the contract. Armed with resident feedback, the team concentrated on implementing processes that would dramatically improve the preceding service. Directly employed operatives, skilled both in their trades and the specific nature of responsive maintenance, were able to ensure consistent delivery and high levels of service. By taking over the call centre, resident call-outs were managed directly, reducing response times and eliminating third-party errors.

The first three years of Apollo's repairs service have been a resounding success resulting in 96% customer satisfaction. Latest performance figures show 100% of all priority one and two repairs are completed within the 24-hour deadline, 100% of priority three repairs are completed within the 28-day time frame.

This immense achievement was acknowledged in 2009 when the responsive repairs service received the HouseMark award for biggest improver of the year. The success of the service was further recognised by the award of two subsequent contracts; Aids and adaptations (£1.5m over five years); and the major works contract (£27.5m over five years) which will see improvements delivered to both social housing properties and sheltered accommodation schemes.