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Responsive Repairs

Responsive Repairs

Over thirty years’ experience in Responsive Repairs & Maintenance

Jeakins Weir first entered the responsive repair and maintenance field in 1980, working on military bases in the East Midlands. Today it has a special division that carries out responsive repairs and planned maintenance for Registered Social Landlords, providing a fast, efficient and friendly service for residents.

Jeakins Weir currently has long-term contracts with housing associations and councils located in Norfolk, Northamptonshire, Leicestershire, Lincolnshire and Bedfordshire representing around 20,000 homes.

We directly employ teams of multi-skilled operatives including electricians, carpenters, painters, general builders, gas engineers and plumbers to carry-out the repair contracts.

We have excellent management and IT systems, which underpin our success in this field. We are able to keep close control on all works orders issued to us and ensure that we carry out repairs within the target date, to the correct quality and with minimal disturbance to the end user. We are able to work to a paperless system, with direct interfaces to client IT systems as well as handheld mobile devices for our operatives.

We have successfully entered into partnering agreements with a number of our clients, including Open Book accounting models. We are able to provide Key Performance Indicators on our operations, including appointment details, quality inspections, customer satisfaction and completion reports.

We invest time and materials to local community initiatives and six apprentices are currently being trained by Jeakins Weir across all of its sites.

Customer Care

On all our contracts, we engage a Customer Liaison Officer (CLO) who liaises with our Clients / Tenants Representatives and Customers on a regular basis. We seek to review our Customer Care KPIs on a regular basis in order to review procedures and policies, thereby providing continual improvement in our service provision.

Examples of our customer care initiatives include:

  • We operate 100% appointments on all works.
  • Good communication throughout the life on an order is essential – we do so through text messages, telephone calls, letters and email.
  • First time fix wherever possible. Where it isn’t, we offer an instant date for next visit before the operative leaves the property.
  • We observe customer charter and code of conduct at all times.
  • We aim for no defects.
  • We seek an instant assessment of service level provided (through our customer satisfaction survey phone call).

All our employees undergo Customer Care training, and we manage separate emergency teams comprised of experienced, multi-skilled operatives with well stocked vehicles to facilitate a right first repair.

We aim to involve the customer as much as possible from the initial point of contact. We take calls directly on most of our contracts, as this gives us the opportunity to assess individual needs and requirements and therefore allows us to shape the service to suit the individual. We average 100% emergency attendance on all our contracts.

Supporting Communities

Through our community initiatives, Jeakins Weir aims to demonstrate our local commitment, learn more about the community we serve, and foster a better understanding of the work we do. This is achieved by a combination of school visits, sponsorship programmes, open days, fun days and work-experience opportunities. We also have a commitment to local apprentice recruitment and training, and donate at least one day, per operative, per year to support local initiatives.
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Examples of our community initiatives include:

  • Local labour initiatives
  • Apprenticeships
  • Customer Inspectors
  • Resident Liaison Officers
  • Community Workshops
  • School safety briefings
  • Environmental awareness advice
  • Resident representative training

Environmental

Jeakins Weir is aware of its duties and responsibilities for the environment, as stated in the provisions of the: Control of Pollution Act 1974; Environment Protection Act 1990; Environmental Protection (Duty of care) regulations 1991; and the other regulations made under this legislation.

We have had an externally assessed Environmental Management System since 2008 that is compliant to the International Standard ISO 14001, and this is audited twice a year. This has greatly enhanced our employee awareness of environmental issues, and we have put in place procedures that have to be followed on all projects that we complete.

Our accreditation requires us to provide formal training in environmental management issues. Last year, this emphasis resulted in 14 site waste management plans across our live projects, which has helped in reducing landfill waste by 6% on average, per site.

We support WRAP and are firmly committed to year-on-year reduction of our environmental footprint. We also advertise our environmental objectives and achievements on the company intranet, in our annual report statements, and on our vehicles.Our Environmental Representative ensures that all company staff are suitably trained and aware of the company’s environmental policy and objectives, and provides feedback to the workforce on environmental achievements.

We ensure that all new projects take into consideration environmental issues during the project planning stage including, but not limited to, contaminated land, use of local and environmentally sound materials and technologies, effects of projects on wildlife, noise pollution and dust.

Download the Jeakins Weir Environmental Policy

Technology

OneServe
OneServe is a dynamic work scheduling system that enables us to electronically allocate repair and servicing works directly to our operational team through a built-in diary function. The appointment, work order details and specific property details (asbestos warnings/vulnerable tenant requirements, etc) are sent directly to the operative’s PDA.

The system monitors appointments and will flag to us where an operative is running late, enabling another operative to visit the property.

In addition to OneServe, we also have vehicle tracking systems on our vans, enabling us to see exactly where our operatives are during the course of the day. This assists us in allocating emergency works, as well as in re-allocating works where required.

IT Literate Teams
We have ensured that our local teams have an on-site understanding of IT with the back-up support from an effective 24 hour IT team.

All our management files are cloud-based, giving us greater flexibility in operating remotely and greater resilience to downtime. As we operate a paperless system, we need all our staff to be proficient users and provide two week, on-site training courses for all admin and office based staff. All admin staff are trained to a minimum NVQ2 standard and we incentivise continual development as part of career development.

We hold quarterly user training days where management, administrators and operatives can challenge, monitor, review and revise our procedures and processes in order to realise continual improvement and improved service delivery.

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