Project Overview

Liberty Group has provided City West Housing Trust with a top quartile-performing, 24/7 responsive repairs service to its customers.

Repairs ranged from replacing locks to installing new kitchens and damp proofing across the housing stock.
Liberty Group met or surpassed all targets set including an emergency repair same day response target of 100%.
Technology was used to ensure efficiency - each member of the team has a Personal Digital Assistant (PDA) with an Opti-Time system, which dispatches a job to the operative with the skill set best matching the customer’s requirements.

Liberty Group staff completed over 47,000 repairs to client City West Housing Trust homes in 2015-16

Nigel Sedman, Director of Investment & Regeneration, ForViva

Liberty Group is a company that can be relied upon to meet the needs of our company and customers.

£6.5m
Project cost
47,376
Repairs
84%
Customer satisfaction

Challenges

  • Meeting the demands of emergency repairs across 14,500 homes within target timeframes.
  • Meeting customers’ expectations despite the reduction in client’s budgets

Solutions

  • Investment in the latest technology through the PDA and Opti Time systems meant operatives could attend on time in every emergency situation.
  • We provided the client with budget savings whilst still hitting or exceeding every KPI target for the contract.

Our Approach

The ISO-accredited responsive repairs service puts its customers at the heart of everything it does to deliver a high quality service. In addition to vast experience in this area, we have a track record in delivering against all client KPIs. We are a top-quartile contractor with an excellent health and safety record and staff training programme.

Results

100% completion: Emergency repair same day response, right to repair three day response and urgent repair response.

We assisted the client in reducing their projected spend on the contract, enabling them to reinvest elsewhere during challenging budgetary times.

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For more information on our services, call 0151 549 1910 or email us today