7575 - SW9 - AR 201819 v8 - Page 8



SW9 Community Housing
Annual Report 2018/19
Our 2018/19 objective
Manage the housing stock and associated assets effectively,
and to high standards for the comfort, safety and benefit of our
residents and for the well-being of the community as a whole.
Dennis Gittins, Property and Estate
Services Manager:
“At SW9 we know that homes and the spaces that
surround them are still the foundation of everything
that we do.
“It is incredibly important that our repairs and estate
services are operating to a high standard. Your
feedback consistently tells us that these are the
areas that are most important to you. Making sure
that properties, public spaces and green areas are
maintained is fundamental to the quality of life for
residents – tenants and leaseholders alike.
“This has been a challenging year for SW9 as we
sought to end our existing partnership with Wates and
bring on board a new contractor, Chigwell (London)
Ltd. We know that in the final months of the financial
year, this meant the service you received often fell
short of what you should rightly expect of us. We are
committed to improving this in 2019/20.”
Into the future: a new start for repairs
Average days taken to complete a repair.
In last year’s annual report we recognised that
we were not achieving the standard of “right first
time” repairs that we should be. This is when a job
is completed without the need to book a second
appointment.
13.1 days
12
11.1 days
Days
9
6
0
8
Although we worked hard to improve on this
with our existing contractor, we ultimately made
the decision to end the partnership and put
the contract out for tender. This took a long
time and two SW9 residents showed a great
commitment in helping us work toward the
eventual appointment of Chigwell (London) Ltd.
The next twelve months will see this contract
‘bed in’ and we are confident that it will lead to
a marked improvement in the service that is so
important to us all.
3
Housemark
Peer Group
(2018/19)
Scheduled
playground
inspections
completed
Satisfaction with
how a call is dealt
with by Repairs
team
100%
80%
No change from 2017/18
(100%)
Down 10% from 2017/18
(90%)
Repair
appointments
kept
89%
Up 5% from 2017/18 (84%)
Welcome Chigwell!
How do we compare?
15
In numbers
Chigwell (London) Ltd has small family roots, but
employs over 250 staff covering construction works
that range from new build to refurbishments and
maintenance projects.
The promises set out in 1996 by founder Dean Floyd
for high standards, competitive prices and great
customer service are at the heart of the business.
Says Anthony King, manager responsible for the
SW9 contract: “Customer satisfaction and
communication with our clients is everything at
Chigwell and we have high expectations of our
team. We maintain an honest standard of practice
throughout every project and will always encourage
and welcome your feedback.”
“To show our commitment to SW9 we will have
staff based at Bedwell House meaning we can be
responsive and accountable to both the SW9 office
and you, our residents.”
SW9
www.sw9.org.uk
@sw9housing
SW9 Community Housing
9

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