KCTMO launches its new repair company - Repairs Direct!
Published by Thea McNaught-Reynolds for Kensington & Chelsea TMO in Housing and also in Communities
Repairs Direct Team
Kensington and Chelsea Tenant Management Organisation’s (KCTMO) launched its new repairs company - Repairs Direct at its Annual Residents Conference on Saturday, 21st September. Repairs Direct will now look after the day to day repairs for the homes the TMO manages on behalf of the Council.
In the past KCTMO has had a succession of contractors managing repairs but in January this year the KCTMO resident-led Board took the decision to set up Repairs Direct and take direct control of the TMO’s responsive repairs service.
With the new company’s mission ‘to provide high quality repair services that meet the needs and expectations of residents’ it places a strong focus on customer service. Repairs Direct has invested in new systems, processes and comprehensive staff training to offer a high standard of repairs service for residents.
‘Setting up our own wholly-owned subsidiary offers multiple benefits for the business and our residents. It enables us to give the standard of service that our residents want, provides an opportunity for business growth and allows better control and management of our service’ said KCTMO’s Executive Director of Operations Sacha Jevans
Repairs Direct has set up a Service Users Panel to give residents more say in the services they receive. The panel will act as a consultative and advisory panel to Repairs Direct, supporting the company in meeting its customer service goals as well as regularly reviewing and monitoring performance.
Chief Executive Robert Black said “We have had strong resident support for this decision, which is really important for us. We are a resident led organisation and this is what our residents have told us they want. We are excited about the launch of Repairs Direct and we look forward to working with our residents to shape their repairs service”.