Sharing Knowledge
Providing the latest news, views and information from Oneserve focused on the social housing sector
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 …
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 …
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?
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?
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.
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.
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.
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? …
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 …
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 …
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 …
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 …
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?
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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’ …
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 …
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 …
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 …
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 …
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 & …
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 …
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 …
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 …
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 …
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 …
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 …
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 …
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 …
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 …
