New repairs' contract

Contractor Mears will be commencing the new repairs’ and maintenance contract worth £45 million tomorrow (Friday, August 1).

Claire Higgins, director of operations, said: “Since we started working with Mears the team has gelled better than we ever hoped, we have both adapted our working practices to increase efficiency and innovation while continuing to deliver a very high quality product for our customers.

“Importantly, the team work very well together in an open, constructive and ‘can do’ way. It is really good news that this is going to extend to our responsive service. Even better news is our plan to establish a joint venture company with social enterprise objectives which will start giving some really tangible benefits to the communities in which we work.

“Both Cross Keys Homes and Mears believe really strongly that we need to be more than just a landlord and contractor respectively and that our role should extend to making a difference to people’s lives as well as their homes. This new stage in our relationship should see that really start to happen.”

Chris Turner, regional director for Mears, added: “Mears are thrilled and delighted to have been awarded the 10-year repairs’ and maintenance contract.

“Since our association with Cross Keys Homes began in 2004 we have developed a fantastic working relationship with mutual goals and ideals.

“This new contract gives us the opportunity to continue to grow and develop that relationship and will enable us to deliver the best possible service to tenants.

“There are many areas of the new contract which excite us, not least the joint venture scheme and foundation training centre both of which will enable us to deliver real tangible benefits to tenants and our local communities and neighbourhoods.”

Here’s a taster of what this new contract will bring:

24-hour service to take emergency calls and book routine and urgent appointments

Convenient two-hour appointment slots to be phased in

Training academy for tenants to learn new skills such as DIY, IT and apprenticeships

Joint venture company which will offer job training and opportunities

Estate based services will be developed to provide mobile respons in rural areas

Planned maintenance to homes under the improvement programme and environmental works

What’s new
As well as the additional services mentioned overleaf the new contract will mean new vans and uniforms for the staff visiting your homes.

Some of you will already recognise the Mears’ uniform if you have had maintenance to your gas boiler carried out or received home improvements such as a new bathroom or kitchen from Mears. All the staff will carry ID badges and should present this on arrival at your home. Remember to always ask and check if ever you are unsure.

Cross Keys Homes has also introduced a new repairs’ handbook which you can pick up at your local area office or view on this website. This handbook explains all you need to know about repairs from your responsibilities and timescales to reporting and locating a repair.

To ensure they continually improve the repairs’ and maintenance service Mears will be introducing a new satisfaction survey which residents will be able to respond to on a handheld computer saving time and money.

Appointment times
This new contract will introduce improved appointment times offering two-hour slots as opposed to am or pm which we know isn’t always convenient. These will be phased in and we will let you know more when you book a repair or contact us.

Remember to book a repair you just need to call: 0800 328 2742.

Training academy
A big part of this new contract is aimed at Cross Keys Homes and Mears working in partnership to improve communities and people’s chance in life. We believe people make communities and together we can help build them which is why we want to hear your views on the sorts of training you’d like to receive from our training academy. Examples include basic DIY and IT taster sessions.

You can also apply to undertake a building apprenticeships scheme with us. To find out more about either of these two schemes or to give us your suggestions email: trainingacademy@crosskeyshomes.co.uk