Following the transfer of Epping Forest District Council’s housing repairs and voids services to Qualis Management at the end of September 2020, Qualis has seen a reduction in waiting times for tenants and a significant increase in productivity.
In the first few months, the team has attended over 2,500 appointments, with an average response time of six days to complete routine repairs, compared to an average eight days in the past 12 months. 90% of empty properties have also been returned on time.
Qualis Management has introduced a new GPS tracking system that allows the team to be matched to the nearest tenant in need, cutting down travel time and helping to reduce waiting times. The system also gives an accurate estimated arrival time.
Glen Finch, Interim Managing Director of Qualis Management said: “The team have settled in well following their move to Qualis Management and we have already had really positive feedback from tenants, reassured to know that we are still the same team, providing a more efficient and effective service under the new brand.”
The investment in a new IT system is helping to drive performance. Staff have said they are able to attend more appointments and complete more repairs since it was implemented.
This technology has also reduced travel time, fuel consumption and wear and tear on vehicles, all positive for the environment.
Jake Evans (pictured above) from Qualis Management commented: “I have been really happy since moving over to Qualis Management. Our day to day work with tenants hasn’t changed but with the new systems in place it means we are getting to jobs much quicker and are able to get more repairs completed. Tenants are also really pleased to have a more realistic time of us arriving at the property.”
What’s changed
The main changes that tenants have seen include:
- New phone number and email for any repairs needed, improving communication
- Qualis branding on maintenance vans, staff uniform and ID badges
Resourcing materials
One of the consequences of COVID-19 is that parts and materials are difficult to source due to national supply issues. Qualis is working with its network of suppliers to increase stocks and minimise the impact on response times.
Councillor Holly Whitbread, Portfolio Holder for Housing and Communities Services at Epping Forest District Council said: “The first few months of this handover have shown great potential for the service. I’m delighted that it has been a smooth transition for our tenants, who have experienced minimal disruption. They are seeing the same staff they have got to know and receiving the same high-quality service.
“I’m excited about what the future holds as we continue to find new and innovative ways to improve and make changes to enhance what we offer to our residents.”
