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Improve your repairs service with customer obsession
Blogs

Improve your repairs service with customer obsession

The latest Housing Ombudsman report which reviewed service complaints between October 2021 and March 2022, has highlighted that one of the biggest issues that tenants face is the length of time it takes for maintenance and repairs work to be carried out by their landlords.  Social Housing landlords undoubtedly face many challenges currently from upgrading …

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Oneserve Talk Podcast - Episode 1: Meet the Team
Blogs

Oneserve Talk Podcast - Episode 1: Meet the Team

We’re pleased to launch our new podcast series! The first episode introduces you to Oneserve’s Chief Executive, Chris Proctor. He talks about his career, the motivations behind his work here at Oneserve, and his simple but effective business philosophy, “Do good, do better”. You can listen below. Want to find out more about what Oneserve can …

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4 essential field service KPIs and metrics
Blogs, News

4 essential field service KPIs and metrics

The top strategic action for two-thirds of service organisations is to improve the metrics or key performance indicators (KPIs) used to measure field service performance. But how do you know which field service metrics to measure?

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How to use KPIs to measure your organisation’s process management goals
Blogs, News

How to use KPIs to measure your organisation’s process management goals

How many times have you tried to measure your organisation's process management goals but have found yourself severely frustrated, and staring at a screen that makes very little sense?

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5 reasons ineffective processes can damage your organisation
Blogs, News

5 reasons ineffective processes can damage your organisation

Every one of us work in an organisation that requires process and yet so many of us find the subject uninspiring. But despite our initial lack of interest, we all need to wake up to the importance of processes particularly within the service management industry. 

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Why is stock control so important in field service management?
Blogs, News

Why is stock control so important in field service management?

Effective parts and stock management is vital for any field service organisation looking to deliver a great service. Many field service visits require a part, so if operatives’ vans are not kept stocked with the necessary parts, they may be unable to complete jobs. Read on to find out more.

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Planned preventative maintenance (PPM) – get it right on every visit
Blogs, News

Planned preventative maintenance (PPM) – get it right on every visit

Are you looking to enhance a wider long-term asset management strategy? Perhaps you're looking to provide a better annual gas safety inspection service? A well designed and executed PPM programme, will save your organisation time and money and will ensure you keep on track of your compliance obligations.

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The Oneserve Guide to Efficiency in Field Service Management
White Papers

The Oneserve Guide to Efficiency in Field Service Management

Efficient field operations allow companies to deliver a great service while minimising costs. Find out how your organisation can become more efficient with this comprehensive guide. The guide discusses the following four essential components to efficient field operations: Cost optimisation – given that positive cash flow is vital to all organisations, how can costs be optimised? …

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Is Insourcing the Answer? Four In-House Repairs & Maintenance Teams Share Their Experience
White Papers

Is Insourcing the Answer? Four In-House Repairs & Maintenance Teams Share Their Experience

This comprehensive eBook looks at the experiences of several organisations. The debate around insourcing repairs and maintenance services continues to rage in the UK social housing sector. There are arguments for different business models, each with their own strengths and potential risks. This comprehensive eBook looks at the experiences of the following four organisations, each …

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Getting it right first time – How to build an effective DLO
White Papers

Getting it right first time – How to build an effective DLO

Based on the experience of our client partner, One Vision Housing, this white paper explores the driving factors behind their decision to insource, together with how they achieved a 20% increase in productivity and transformed their ‘appointments made at first contact’ from 45% to 98%. We also look at why a housing provider may choose to …

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Customer experience in social housing - an alternative perspective
White Papers

Customer experience in social housing - an alternative perspective

Social housing, by its very nature, is a sector designed for the benefit of society and those in most need. It is however a sector at a pivotal turning point. This is undoubtedly a good thing, as the focus on social housing and the conditions in which tenants live have come sharply into focus, it …

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A Property Contractors' guide to tackling COVID-19
White Papers

A Property Contractors' guide to tackling COVID-19

This eBook looks at the complexities contractors currently face, reflecting on today’s lessons and providing guidance on the changes you will need to make to successfully get your business beyond this crisis. Discover how you can: Drive resilience during lockdown Deliver strategies to build a stronger future Adapt to working in unprecedented times Overcome today’s …

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How to embrace digital transformation in Social Housing
Blogs, News

How to embrace digital transformation in Social Housing

Undoubtedly the Social Housing sector is facing a digital challenge. But what do we even mean by ‘digital’ in this context? ‘Digital’ is a broad term and it is highly likely that your perception differs to that of the person next to you. But does this matter?

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The Social Housing sector's digital transformation - what to focus on
Blogs, News

The Social Housing sector's digital transformation - what to focus on

The Social Housing sector faces a fundamental digital challenge in 2020. A challenge that was substantial before the coronavirus outbreak, but now has been exacerbated to different levels.

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The ever-increasing role of technology within a successful Contractor workforce
Blogs, News

The ever-increasing role of technology within a successful Contractor workforce

The Coronavirus pandemic has forced a lot of industries to adjust to different ways of working and for many that has translated into a greater reliance on technology to support and facilitate this.

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How Housing Associations can meet customers' changing expectations
Blogs, News

How Housing Associations can meet customers' changing expectations

It’s all about expectation – in Housing Executive Magazine’s latest issue, we talk about the importance of understanding your customers’ perspectives to deliver a more positive repairs and maintenance service.

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Field Service: How to minimise the impact
Blogs, News

Field Service: How to minimise the impact

The coronavirus pandemic is a deep humanitarian crisis that is also gravely affecting the global economy. As the UK battles with COVID-19 through travel bans, lockdowns and the closure of educational establishments, all those that can, are being asked to work from home.

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Do you have a Plan B for the skilled workers' shortage?
Blogs, News

Do you have a Plan B for the skilled workers' shortage?

Skills shortages have been looming over the construction sector since it began recovering from the global financial crisis in 2013.

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Delivering real-time live alerts and engineer tracking
Blogs, News

Delivering real-time live alerts and engineer tracking

In a world where we have all become very familiar with receiving real-time updates from big brands like Amazon, Uber and DPD, Oneserve’s latest new feature allows you to deliver an enhanced experience to your customers, through sending real-time updates on the day of their appointment to keep them better informed. 

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Covid-19 guidance issued for Social Housing providers
Blogs, News

Covid-19 guidance issued for Social Housing providers

The Ministry of Housing, Communities & Local Government has published non-statutory guidance for social housing providers on how to effectively enforce standards in rented properties.

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Achieving more together: Five ways building and property contractors can be more competitive
Blogs, News

Achieving more together: Five ways building and property contractors can be more competitive

Like so many other industries, the building and construction sector was hit hard by the Coronavirus pandemic. Sites closed, work stopped and contracts were put on hold.

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5 recommendations when providing emergency works during the coronavirus outbreak
Blogs, News

5 recommendations when providing emergency works during the coronavirus outbreak

During the COVID-19 lockdown a significant number of businesses have faced the complicated challenge of keeping a proportion of their business open.

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3 key ways Job Management Software is supporting the return to the 'new normal' in housing repairs and maintenance
Blogs, News

3 key ways Job Management Software is supporting the return to the 'new normal' in housing repairs and maintenance

When the Housing Minister announced that Social Housing landlords should resume planned works and repairs on empty properties it was clear that resuming routine repairs would not be a simple task for landlords due to a number of pressures.

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Helping ULPS process 160,000 repairs appointments
Case Study

Helping ULPS process 160,000 repairs appointments

Helping ULPS provide responsive repairs for over 8 years Oneserve has been a key element of United Living Property Services’ (ULPS) (formerly DW Support Services) responsive repairs service for over eight years. They have 40,000 properties to manage and process around 160,000 repairs appointments through Oneserve every year. Vastly improved customer feedback Reduced ‘no access’ …

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Sovini: Maximising productivity
Case Study

Sovini: Maximising productivity

Helping Sovini maintain over 13,000 homes in the North West Formed in 2010, Sovini Property Services has over 13,000 homes in their portfolio, holding a significant stake in social housing maintenance for North West England. The work they carry out ranges from void refurbishment to security and planned preventative maintenance. Void project days down from …

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Helping SHG provide an outstanding level of customer satisfaction
Case Study

Helping SHG provide an outstanding level of customer satisfaction

Helping SHG provide more than 28,000 homes for over 72,000 people As one of southern England’s largest housing associations, Southern Housing Group provide more than 28,000 homes for over 72,000 people. Southern Maintenance Services (SMS) was created to bring previously outsourced works back in-house, consolidating the group’s efforts to deliver outstanding customer service. Savings of …

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Helping One Housing Group efficiently maintain over 16,000 homes
Case Study

Helping One Housing Group efficiently maintain over 16,000 homes

Helping One Housing Group manage over 16,000 properties One Housing Group is a leading provider of housing, care and support across London and the South East, looking after 16,000+ homes. They have a DLO (Direct Labour Organisation) responsible for the maintenance of all their housing stock, which has been in operation since 2014. Complete visibility …

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Delivering intelligent scheduling to enable MD Group to operate more efficiently
Case Study

Delivering intelligent scheduling to enable MD Group to operate more efficiently

Delivering intelligent scheduling to enable MD Group to operate more efficiently MD Group are a leading building services specialist operating in the affordable housing and public sectors. They are based in Bristol and have grown significantly, opening 6 new offices and achieving a 500% increase in annual turnover in just 5 years. Reduced engineers’ travel …

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MCP: Delivering visibility & value
Case Study

MCP: Delivering visibility & value

Helping MCP provide a range of services for social housing MCP Property Services has been helping communities with social housing maintenance for 40 years. With over 20 clients in London and the East of England, they provide a range of services including, repairs & maintenance, aid & adaptations, cyclical & capital works and gas & …

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Islington Council: Bringing works in-house
Case Study

Islington Council: Bringing works in-house

Helping Islington Council manage over 25,000 properties With over 25,000 properties in their portfolio, Islington Council provide a wide range of frontline services to their residents. Historically, they relied upon contractors to complete this work, but the majority of works were brought back in-house during 2012. Surpassed their custom satisfaction target by achieving 91% Out-of-hours …

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Gravesham Community Hub: Using Oneserve to case manage vulnerable residents during COVID 19
Case Study

Gravesham Community Hub: Using Oneserve to case manage vulnerable residents during COVID 19

Creating an innovative solution to establish an open line of communication Gravesham Borough Council are a stock retaining local authority who provide a wide range of frontline services to their residents. Using Oneserve during the COVID-19 pandemic has allowed them to create an innovative solution, Gravesham Community Hub, which has established an open line of …

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Gravesham Council: A fifth of the budget saved
Case Study

Gravesham Council: A fifth of the budget saved

Helping Gravesham maintain 6,000 properties with over 60 engineers. Gravesham Borough Council are a stock retaining local authority providing a wide range of frontline services to their residents. They maintain nearly 6,000 properties in the county of Kent, employing over 60 engineers who rely on field service management tools. Over £1 million of savings (a …

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Helping Gilmartins improve the systems and processes that drive their mobile workforce
Case Study

Helping Gilmartins improve the systems and processes that drive their mobile workforce

Helping Gilmartins improve the systems and processes that drive their mobile workforce Gilmartins is a property maintenance contractor specialising in building maintenance and repairs. The company has been established for over 20 years and offers domestic services, operating in the Education, Retail, Health, Hotels, Heritage, Design and Build, Developments, Commercial and Public Sectors. Field operatives …

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Helping FSG manage their processes and keep their clients informed
Case Study

Helping FSG manage their processes and keep their clients informed

Helping FSG manage their processes and keep their clients informed Specialising in social housing refurbishment and maintenance, FSG Property Services Ltd work with local authorities, registered social landlords, private homeowners, landlords and developers. They have in-house teams working across multiple contracts from Buckinghamshire to Northamptonshire. Centralised data keep everyone informed Streamlined processes that can be …

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Helping Fixatex Effectively Coordinate over 50 Mobile Engineers
Case Study

Helping Fixatex Effectively Coordinate over 50 Mobile Engineers

Helping Fixatex Effectively Coordinate over 50 Mobile Engineers Fixatex is an electrical contractor working predominantly in the UK housing sector. They have 15 office-based employees and over 50 mobile engineers on the road carrying out a range of works, including: testing, installation, maintenance and planned works. Oneserve has helped their team grow by 50% Since …

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Crystal Clear: Selecting the right partner
Case Study

Crystal Clear: Selecting the right partner

Repairing and re-engineering windows for social housing organisations Crystal Clear Window Works is a window contractor for social housing organisations, utilising a unique process to repair and  re-engineer windows with condensation damage. They service thousands of clients throughout the UK, who form over 50 principle contracts they’ve built up over the years. Improved reporting enables …

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Breyer Group: Reduced costs
Case Study

Breyer Group: Reduced costs

Helping to provide residents with a positive repairs experience Breyer Group has over 60 years’ experience specialising in responsive repairs and maintenance, roofing and construction. With over 400 employees, it is their mission to provide residents with a positive experience when making repairs to their homes, an ethos which is applied across all of their …

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AHW: Streamlined data management
Case Study

AHW: Streamlined data management

Helping AHW supply and maintain central heating installations in new builds Advanced Heating Wales supply and maintain plumbing and heating equipment for both private and commercial customers, operating with 60 employees. The majority of their work is made up of central heating installations in new build properties, working with the likes of Taylor Wimpey, Barratt …

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