London Borough – Repairs Operating Model
We were commissioned by a major London Borough, with a housing stock of c.20,000 homes, to assist them with appraising their current and other potential Repairs & Maintenance operating models.
We utilised the following methodology to deliver the options appraisal:
- Analysis of a range of documentation, including budgets and management accounts, contracts and contract registers, staffing structures, strategies and performance information.
- Benchmarking of actual costs and performance against comparable organisations where possible.
- One-to-one interviews and team meetings with key staff and stakeholders.
- A ‘Challenge Workshop’ with key managers to test our initial findings in relation to the service and views on the different options.
- Financial modelling of each of the options.
- Final report, incorporating feedback from the Challenge Workshop.
The scope of the work undertaken by us included:
- An assessment of the current position, including relative cost and performance.
- Identifying alternative delivery models and contracting options that are existing within the market.
- Identifying the key objectives that the organisation seeks to achieve through any new delivery model and hence the criteria for appraising options.
- An assessment of the different options against these criteria.
- An outline of the next steps involved in the delivery of the preferred option, including any interim or temporary measures.
- Recommendation of a new repairs operating model focussed on delivering excellent service outcomes for customers and VFM for the London Borough.
- Guidance provided on how to improve:
- Service quality and experience of the services and works delivered.
- Development of appropriate processes and systems to provide the controls and infrastructure needed to deliver effective outcomes (efficiency/performance).
- The strength of the client-side function in specific areas.
- The contract management framework and approach to ensure the supply chain is managed effectively.
- Strategic asset management, investment planning and intelligent commissioning practices, to inform programmes of work, the order book and future procurement.
- Finally, a comprehensive implementation plan was established, with associated timescales.