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Leading contractor Morrison Facilities Services has successfully completed its first programme of repair works for Midland Heart as part of a new multi-million pound contract repairing its houses in Birmingham.
One of the first repairs to be undertaken as part of the programme was the replacement of a garden fence at the home of Midland Heart resident Mrs Maureen OShea.
Mrs OShea said: I am delighted with the new fence. The work was carried out quickly and efficiently by Midland Hearts contractors with no disturbance. The contractors were courteous, turned up at the agreed time and the work was carried out to a good standard.
Morrison has been contracted to repair 8,000 properties in Birmingham managed by Midland Heart in a deal worth £4.7 million annually over ten years. Under the terms of the deal Morrison is undertaking the routine property maintenance of Midland Hearts stock in the Birmingham area.
Luke Smith, senior partnership manager with Morrison Facilities Services, said: We focussed on the four Ps at our induction event prior to commencing the Midland Heart contract because we believe that they are crucial to delivering high levels of customer service. Successfully completing our first repair work demonstrates that paying attention to Partnership, People, Performance and Process.
All the systems and processes are live and initial customer feedback has been good. The contract is based on a partnering process and we are looking forward to developing that partnership with Midland Heart over the next ten years.
Maintenance contractors now use handheld PDAs to communicate with their appointments system. Morrison has also worked closely with Midland Heart and its residents to develop the call centres
diagnostic process to enable a quick response to repair requests like Mrs OSheas.
Stuart Edwards, head of maintenance at Midland Heart, said: We are delighted to be working with Morrison Facilities Services on maintenance projects. We are looking forward to developing our partnership with them. Morrison has made the transition from our previous contractors as smooth as possible.
