‘Rethinking Repairs 2014’

30 January, 2014

CIH London Office

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‘Rethinking Repairs 2014’

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Firstly, thank you for coming to the event, we hope that you enjoy the day here with us in London. The Events Team is based in Coventry, but I am here as the Conference and Seminar Organiser to help you with any queries, problems or comments you may have. To get the most from the event, please take part - get involved in discussions, ask questions and share ideas. Respect everyone’s right to opinions and allow everyone a space to express their thoughts. Information which may be helpful to you: Appraisal Forms, if you can try to remember to fill in the appraisal forms and leave them on the registration desk before you leave the conference. We really do value your comments and take your views into account when planning next year’s conference and future events. We take all comments seriously. Short Courses and Seminars, if you have enjoyed this event and are interested in other topics which relate to this event, why don’t you try one of our short courses. We cover a wide range of subjects and topics and if you can’t find what you are looking for, then why not contact us about having your training requirements delivered “In-house”. We hope you enjoy your day and if you require any further information please contact the Events Team on 02476 851722, email us at events@cih.org or visit our website www.cih.org/events Regards, Becky Ibbertson

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Chartered Institute of Housing Events

Chartered Institute of Housing

‘Rethinking Repairs 2014’

9.15 Registration and refreshments

10.00 Chairs welcome and overview Richard Medley, Director, Chartered Institute of Housing consultancy

Richard will share his thoughts on the importance of a repairs service, the challenges we face and the opportunities we need to seize to deliver customer excellence and secure asset value.

10.10 Delivering Customer Excellence Sue Cooper, Director of Property Services, Affinity Sutton Sue will explain how, as one of the country’s largest housing providers, Affinity Sutton is working to enhance their customers’ repairs journey, how they are looking outside of the sector to do so and what approaches she thinks the sector needs to be putting into place.

10.50 Gas Servicing Jerry Austin, Director of Property Services, Network Stadium Jerry will set out how their new arrangements have been designed to deliver community investment, build really positive relationships between Network Stadium, residents and the contractor to make their gas service one of the strongest in the country.

11.30 Refreshments

11:45 Workshops

1. The Repairs Service’s contribution to the ‘Art of Living’ Michael Gawith, Head of Repairs & Maintenance, Gentoo Group Gentoo constantly strive to improve their customers ‘Art of Living’ and the repairs service is a valuable department utilised by the Group to do so. This session aims to describe and explain how we, as the Repairs and Maintenance department, deliver the ‘Art of Living’ to our customers.

2. Working through service transformation Steve Osborne - Service Improvement Manager, MEARS Steve will explain how and why MEARS has gone through a process of repairs service transformation, what’s involved and what they hope the outcomes will be.

3. Redesigning your void service John Maddox, Maintenance Manager, Halton Housing Trust Hear how Halton Housing Trust have gone about securing significant improvements in their void performance through a new, flexible, service approach and explore whether their approach might be right for your organization.

12:45 Lunch

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‘Rethinking Repairs 2014’

13.20 Workshops repeated

14.20 Working Together to break new ground in Repairs & Maintenance

Steve Tucker Snr Associate, CIH Consultancy and former Chief Executive, Hackney Homes Given the challenges we face, hear how CIH is leading a collaborative approach with the sector to generate real insight into what it takes to create a repairs service that really hits the mark.

14.50 Future proofing your repairs service Richard Woolfall, Assistant Director Asset Management, Magenta Housing

Is your repairs service ‘fit for the future’? Richard will set out his perspective on the impact of Welfare Reform and changing customer demands and explain how his organisation is facing up to these challenges by changing how they do things.

15.30 Chairs closing remarks and summary of the day * Programme may be subject to minor changes

Presentations for this event can be found at:

www.cih.org/Presentations/RethinkingRepairs2014

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‘Rethinking Repairs 2014’

Speaker

Bio

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Richard Medley, Director, Chartered Institute of Housing consultancy Richard is Director of Asset Management, Regeneration & Sustainability for CIH consultancy. He leads CIH’s work in providing strategic and operational solutions for organisations seeking to maximise the quality and value of their asset base and on developing and sustaining successful neighbourhoods for the benefit of tenants, other customers and wider communities. The focus of Richard’s work is on developing approaches to asset management, regeneration and community investment that result in a higher quality, more relevant offer for customers, at the same time responding to the need for the more efficient, accountable, locally based solutions the new operating framework demands. Richard is currently leading an innovative pilot project called ‘Working Together to deliver Stronger Neighbourhoods’. This involves working with a group of housing providers from across England to develop individual Neighbourhood Sustainability Plans that share a core methodology, with the lessons and learning being shared across the housing sector.

Michael Gawith, Head of Repairs & Maintenance, Gentoo Group

After reading for a Degree in Building Surveying from Sheffield Hallam University, Michael commenced a Graduate training scheme at a multi-disciplinary private practise based in Liverpool. Michael then moved to the North East and commenced his employment at Gentoo Group as a Building Surveyor. He was appointed as Head of Repairs and Maintenance in October 2012.

Sue Cooper, Director of Property Services, Affinity Sutton

Sue is an experienced leader with a strong housing operations background. She started on the frontline 20 years ago as a Housing Assistant for a local authority and has worked her way to more senior positions with large organisations such as Affinity Sutton. She has been with Affinity Sutton for seven years, initially leading a Housing Management team before moving into Asset Management. Sue has led and championed a number of strategic projects for Affinity Sutton, working with teams across the organisation to put customers and colleagues at the heart of service delivery. In 2012, Affinity Sutton was the first social landlord to procure a ‘Wholly Owned Subsidiary’ to deliver their responsive maintenance service.

Jerry Austin, Director of Property Services, Network Stadium

Jerry Austin is the Director of Property Services for Network Stadium Housing Association and is a qualified Building Services Engineer. With over 20 years’ experience working with in social housing Jerry has a strong track record in strategic Asset Management improvements. Previous to working at NHG, he worked for East Thames Group, Hackney Homes and Hackney Council

Steve Osborne, Service Improvement Manager, MEARS

BA (Hons) Housing, PgDip Housing Research & Policy, MCIH. Steve joined Mears in July 2009 as Service Improvement Manager. He works nationally supporting Mears staff and client landlords improve performance and services to customers. Steve led the development of the Repairs Charter with the CIH and previously worked as Head of Service Excellence for a large housing association and also worked as a project manager and consultant for HouseMark .

‘Rethinking Repairs 2014’

Speaker

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John Maddox, Maintenance Manager, Halton Housing Trust

John has more than thirty years’ experience working in Social Housing, predominantly in the delivery of repairs and strategic asset management. His track record is with two local authorities and a housing trust. Prior to this, he also worked for a number of years for a private sector contractor undertaking work for social housing organisations. John was involved with the transfer from Halton Borough Council to Halton Housing Trust in 2005 and have played a major role in taking the DLO from an underperforming organisation to what is now a top performing and leading provider of repairs and maintenance services. As Maintenance Manager for HHT, John is responsible for the response repairs, voids and adaptations services for our 6,500 homes John is committed to supporting our customers and residents of the community and to delivering high quality, value for money services. He is a keen advocate of creating career opportunities both through our well-established apprenticeship programme and through the promotion of development opportunities for all colleagues through a range of initiatives. John has led on the Trust’s work with a number of local charitable organisations and have been active in the Trust’s skills exchange projects in Africa.

Steve Tucker Snr Associate, CIH Consultancy and former Chief Executive, Hackney Homes Steve Tucker is the former Director of Housing in Hackney and Chief Executive at Hackney Homes and is a Senior Associate Consultant at CIH. Steve led the largest and most successful Direct Labour Organisation in London providing repairs and maintenance across Hackney and winning the repairs contract in neighbouring Tower Hamlets. It secured the prestigious LGC Contract Services Team of the Year award, four Charter Marks and delivered on of the largest craft apprentice training schemes in the country for young people and women. Steve has a strong track record of achieving radical improvement in service performance, transforming organisational culture and delivering successful community regeneration. He recently led on behalf of Wycombe District Council on the stock transfer of 6,500 homes to a new tenant led community housing organisation, Red Kite. Steve is facilitating CiH’s ambitious and ground breaking Working Together Repairs and Maintenance project involving eleven landlords from across the country in leading and developing next best practice for the sector. It aims to critically appraise a wide range of options for delivering repairs and maintenance services and to developing insight into what works best for residents and for the physical stock through collective learning and CIH facilitation.

Richard Woolfall, Assistant Director Asset Management, Magenta Housing

Richard has worked in social housing for over 13 years and specialise in the development and implementation of Asset Management Strategies. He currently works at Magenta Living where he is responsible for the planning and delivery of capital improvement and maintenance services. Richard has extensive experience in all areas of Asset Management in both the social housing and the private sector, and is also a non executive Board Directive at Pierhead Housing Association.

‘Rethinking Repairs 2014’

Company Name: CFH Docmail Ltd Contact Name: Mark Ashmore Address: CFH Docmail Ltd - ST Peter’s Park, Wells Road, Radstock, BA3 3UP Telephone: 01761 409701 / 409702 Email: docmailsales@cfh.com Website: www.cfhdocmail.com

Welcome to Docmail, the online solution which can save your association time and money on your print and mail. Over 18,000 businesses are now using docmail, where they securely upload their letter and address list, or use the virtual print driver, and docmail does the printing and mailing for less than the cost of a stamp. There is no minimum quantity and no contract to sign. The advantages are clear as prices are only 35p + vat for black only letters and 43p + vat for full colour, and yes, that includes the 2nd class postage! Visit www.docmail.co.uk today

Company Name: Mears Group Contact Name: Ray Blundell Address: 1390 Montpellier Court, Gloucester Business Park, Brockworth, Gloucester, GL3 4AH Telephone: 01453 511911 Email: ray.blundell@mearsgroup.co.uk Website: www.mearsgroup.co.uk

Mears is the leading social housing repairs and maintenance provider in the UK, working in partnership with clients to maintain, repair and upgrade our customer’s homes. We carry out over 6,000 repairs every day to a portfolio of nearly 1,000,000 homes nationwide. We are a major provider of domiciliary care – supporting over 20,000 people every week, we also carry out home improvements and adaptations to enable people to remain living independently in their homes for longer. We are passionate about supporting the local communities in which we work - last year we dedicated 22,000 hours to delivering 648 volunteering projects

Exhib

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‘Rethinking Repairs 2014’

Company Name: InternetAlia Business Solutions Ltd Contact Name: Jeff Aherne / Colin Judd Address: 25 Mount Avenue, Yalding, Kent Telephone: 07860 131394 Email: jeffaherne@internetalia.com / colinjudd@internetalia.com Website: www.accuserv.co.uk

AccuServ Overview

AccuServ was written specifically for contractors and DLO organisations that not only have to

control their repairs, but also have to be able to respond to the increasing demands of Clients and

the Housing Corporation for performance related information.

AccuServ will control your repairs, whatever the company and trade; whether you are a specialist

gas contractor, multi-trade contractor or specialist (e.g. Roofing, Scaffolding, Asbestos) AccuServ

will put you in control. The entire life cycle of each job is controlled and managed in the AccuServ

system. Jobs can be recorded manually via the Job Screen in AccuServ or they may get added

electronically via one of the many interfaces AccuServ has with the various Housing Systems in the

market place.

AccuServ records costs right down to events or tasks on individual jobs, providing you with true job

costing, and these costs are automatically added if you implement AccuServ Mobile. Your costs are

split by labour, materials, sub-contractors and overheads. AccuServ is fully integrated with Mobile

Technology and (optionally) Xmbrace DRS (Opti-Time), and is interfaced with many Housing

Management systems.

Once completed jobs can be invoiced by different methods raising paper invoices or more

commonly interfacing to an external client financial system.

AccuServ retains all detail associated with the job indefinitely and this supplies the information for

all KPI reporting and post job completion activities. Exhib

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‘Rethinking Repairs 2014’

‘Rethinking Repairs 2014’

‘Rethinking Repairs 2014’

‘Rethinking Repairs 2014’

‘Rethinking Repairs 2014’