Property centred services

Transcription

1 Property centred services

2 RFT was established in 2013 to deliver an in-house service for the Flagship Group. We are a facilities, maintenance and repairs specialist. We understand the challenges that affect you and tailor our services to suit you. We focus on efficiency, effectiveness and above all, doing things right for you, your asset and your customer. We work with you to build services that can really bring benefits. By doing things right, delivering an outstanding customer service experience and adding value to each contract, we believe we are well placed to offer the right services for your business at the right cost. Our approach is based on four principles Caring We treat all properties we work with as valuable assets. Since we ve managed our own portfolio from the start, care and respect for your property is ingrained in our ethos. Transparent We will work with you and continually evaluate our service so you can clearly see what we ve produced and how we got there. Efficient We re always monitoring, developing and evolving our service - it s the Flagship Way. We do this to make sure you get the best quality service and value for money. Property focused We will get the best out of your portfolio, maximising your income. We make the right decision for the property which means your balance sheet is happy and so is the customer.

3 Service with a smile With our knowledge and experience of delivering services to over 22,000 properties across the region, we ve fine-tuned how we do things to continue to deliver a great service and built a great team of qualified specialists to achieve this. We have highly skilled Trade Operatives across Norfolk, Suffolk, Cambridgeshire and Essex and two distribution centres that hold the most frequently used stock. As a result, we can respond quickly to your needs, arriving with the right parts to complete a job on the first call. Highly skilled trade operatives 22,000 properties use our services Doing things right We listen to our clients and build your service around doing things right. By getting the basics right we know we can focus on the details: Being efficient From taking a repair, we stock our vans with the right materials and send the right Trade Operative to complete the diagnosis and repair there and then. This efficiency results in more completed jobs and less re-visits providing value for money for you and a happy tenant. Being local We strategically positioned our distribution centres and Trade Operatives to reduce unnecessary travel time. We care about our fuel economy and every mile saved helps keep costs to you down and our environmental impact low. The right materials We constantly review our work, in particular stock quality and ordering, to make sure we get the best material at the best price so we can pass on our savings to you. Building strong relationships We work with our suppliers and clients to get the right solution. Working closely together enables us to increase the sustainability of the various value chains we operate, from making sure we have the right materials available when needed. This approach enables us to identify issues and opportunities to refine and improve our environmental performance. Community driven We believe in giving back to communities and look to invest locally, financially or through initiatives to create a real social impact as well as business benefits.

4 Working with you We pride ourselves on understanding your business and your requirements to give you the right solution for your property portfolio. We do everything we can to help manage your assets effectively and maintain the investment you ve made. Compliance and training RFT has developed training to support our colleagues in delivering a high quality service to our customers. We recognise that it is important for staff to receive the right training and guidance to protect themselves, the customers and the business. We also understand that achieving compliance is essential. RFT can help mitigate risk for you and your organisation, ensuring statutory compliance by offering certificated training courses. We deliver tailor-made training to support your organisation s needs; providing your teams with the skills to deliver changes and improvements to services whilst remaining compliant. For example; Asbestos Awareness, UKATA accredited Face Fit Testing and RPE, provided by Flagship Group PASMA Tower Use, Britannia accredited Contact us for a full list of training courses available.

5 Consultancy and support RFT and Flagship have in-depth experience of operating cost-effective repairs and maintenance service models for the public housing sector. Our first-hand experience of moving from an outsourced provider model to self-delivery has provided us with significant learning. With our method of continuous learning and improvement, we look at the whole system to drive out waste and duplication and make lasting improvements in service. We would like to support you, using our experience and improvement method in mobilising and running repairs and maintenance services in the short, medium and long term, as your business requires. RFT can support you to deliver value, reduce costs, ensure compliance and improve service through high quality and cost-effective professional shared services. We can help mitigate your organisation s risk by offering training and development services that ensure statutory compliance, as well as specific support around the mobilisation of your service crucial with a complex and busy set up of an in-house service. We offer flexible support models that best work for your business needs. Cost-effective repairs

6 Planned works and improvements RFT has extensive experience of delivering quality planned works with a difference. Provide a planned programme Make the right choice for your assets We will work with you, using your asset data and stock condition information to provide a planned programme that ensures what really needs to be done is carried out, rather than the more traditional one size fits all approach. Our team of specialists can carry out the following: This approach together with our expertise, enables you to make the right choice for your assets so they remain fit for purpose, save money and over time improves the balance sheet valuation. We equip our teams with the skills and knowledge to efficiently deliver the right solution for your asset. Internal works including replacements of kitchens and bathrooms Environmental works including damp and mould External works including structural works, roofing replacement, windows and doors replacement Electrical and wiring

7 Repairs and maintenance RFT Services offers a range of repairs and maintenance services to local authorities and housing associations. These are delivered by our dedicated and skilled Trade Operative who, through our Resource Control, are carefully selected via our central skills matrix, so they can deliver the right repair to your asset. Our proprietary technology system enables us to log repairs and book them according to customers availability and the job required. Our IT platform also provides extensive reporting capability which aids driving our performance improvement. Highly skilled trade operatives We offer bespoke services which are tailored to each of our customers needs and include: Responsive repairs Electrical repairs and upgrades Planned maintenance Cyclical work Disability adaptations Capital works through a planned maintenance programme: kitchens, bathrooms, windows and doors (CN.B. this list is not exhaustive) This ensures that our team are always ready with the right skills to deliver an outstanding, value for money service. Deliver the right repair

8 Trade Support RFT Operations Centre Our specialist operations contact centre is staffed with dedicated, multi-skilled Call Handlers dealing with repairs, voids and materials to ensure an excellent all-round customer experience. They are fully trained to make sure they identify the reasons for the query and pass the right information on to our Trade Operatives, who complete the necessary work, and to our Logistics Team to source the correct materials required. Our field app allows staff to easily update jobs on-the-go, from accepting jobs to viewing materials available and ordering materials straight from their device. This ensures the quality service that customers deserve. Resource Control Our Resource Centre is equipped with experienced schedulers and an advanced technology system to enable a streamlined process for booking jobs and building itineraries. We assign tasks to the right person using our central skills matrix and utilise mobile working technology for effective deployment of work. This results in delivering work within budget, significant improvements in customer service and cost savings. We use customer feedback to inform and develop our services. We also measure each part of the service for performance efficiency which helps us improve the way we work and act on areas that need development. This ensures that our team is always ready with the right skills to deliver an outstanding, value for money service. Multi-skilled call handlers

9 Materials management At RFT Services we make sure that the materials required for each job are correctly coordinated, sourced, allocated and delivered to the right place. We replenish van stocks specific to the type of repairs required for the trade and housing stock served. Wherever possible we deliver non-van stock materials from our Distribution Centres (where materials are procured at the best prices) to the site in time for the repair to be carried out. As a result, we are able to cut down on time taken for Trade Operatives collecting materials improving the efficiency of your service. We are also committed to responsibly disposing of waste. We tailor our waste solution to the individual job to ensure the most appropriate and efficient solution is used.

10 We are the facilities, maintenance and repairs specialists with a focus on efficiency, sustainability and above all, effectiveness. For more information about RFT Services please visit our website: RFT Services Michael Chaplin House, Station Road, Dereham, Norfolk NR19 1DA