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TAROE National Conference

Delivering excellent repairs and maintenance services Steve Osborne. TAROE National Conference. Agenda Introductions Seeing the wood for the trees What are local offers? What does an excellent landlord look like? What does an excellent repairs service look like?

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TAROE National Conference

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  1. Delivering excellent repairs and maintenance services Steve Osborne TAROE National Conference

  2. Agenda • Introductions • Seeing the wood for the trees • What are local offers? • What does an excellent landlord look like? • What does an excellent repairs service look like? • What do you think makes an excellent repairs • service?

  3. Getting the basics right!

  4. Future of Housing Inspection? More demand / less supply? What does the future hold? Seeing the wood for the trees! • New regulatory framework • Local offers • Co-regulation • NTV / Tenant scrutiny • TSA to be ‘deleted’? • Audit Commission disbanded • Squeeze on finances

  5. TSA National Standards

  6. TSA National Standards – Local Offers!

  7. Local Offers • Annual report to tenants - Oct 2010 – in place by April 2011 • Some services tailored to meet local residents needs - if you want them • Applies to tenant involvement & empowerment, home, and neighbourhood and community standards • What is ‘local’? – whatever you want! • Issues to consider: • Standards of performance • How performance will be monitored, scrutinised and reported to tenants (and others) • What happens if local offers are not met (redress) • Review arrangements

  8. TSA National Standards

  9. Home Standard – Repairs & Maintenance Registered providers shall: • Provide a cost effective repairs and maintenance service to homes and communal areas that responds to the needs of, and offers choices to, tenants, and has the objective of completing repairs and improvements right first time • Meet all applicable statutory requirements that provide for the health and safety of the occupants in their homes

  10. What does a 3 Star Landlord look like?

  11. Excellent Response Repairs Service

  12. What works well in the repairs & maintenance?

  13. What doesn’t work well in the repairs and maintenance service?

  14. What is the one main issue you want to see improved?

  15. Final thoughts… • Has your landlord started developing local offers? • What do you want to see in your ‘local offer’ on repairs? • Focus on what makes an excellent repairs and maintenance service for you

  16. Any questions? Thank you for your time! Janice.reekie@mearsgroup.co.uk 07834 313 118 steve.osborne@mearsgroup.co.uk 07595 887 601

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