- Cruden Construction
Wednesday 3rd October 2007
Customers First, Manchester Methodist Housing Association
The ‘Customers First’ Partnership is a 5 year strategic partnership between Manchester Methodist Housing Association (MMHA) and Cruden Property Services to deliver maintenance services direct to residents.
In 2004 Cruden Property Services were appointed by MMHA to deliver a pilot partnership for Responsive Maintenance and Void Repairs for their housing stock in Greater Manchester. The number of properties involved is 3500 with up to 12000 day to day repairs and 500 void repairs being completed annually.
Under the partnership Cruden Property Services receives and actions repair requests direct from residents in addition to delivering service excellence by appointment.
A dedicated customer service team and unique call number allows residents to phone to make a service request direct to us saving time, cost and duplication. Trained multi-lingual call handlers ensure that we serve all customers efficiently and more importantly in a manner reflective of their varying needs.
Works are carried out by our directly employed dedicated workforce who are provided with fully equipped and liveried vehicles to facilitate a safe swift and efficient service.
All works are communicated to the workforce through the WAP communications system which enables real time reporting and updating of the work in progress data base.
A WEB facility has been established for ease of access by authorised parties who can view data on a job specific basis as required.
Void works are carried out through dedicated multi-skilled teams who are independently supervised. Cruden Property Services are responsible for pre and post inspections and the void turn around times have been reduced significantly from 20 days to an average of 10 days.
An open book cost reporting system allows value for money to be audited.