Citizen Housing Group Ltd
One of the UK’s most trusted social housing providers, Citizen, owns and manages 30,000 homes for diverse communities across the West Midlands, from urban tower blocks to rural villages and towns. Citizen Housing Group Ltd is also a charitable, registered society under the Co-operative and Community Benefit Societies Act 2014.
Project Objectives
The primary objective of the project was to secure a maintenance provider for Citizen’s heating, ventilation, and air conditioning (HVAC) systems across multiple offices in the West Midlands region, including Coventry, Birmingham, Worcester, and Hereford. Citizen sought to ensure the delivery of an exceptional service that offered value for money, emphasising the importance of a local provider capable of rapid response to emergency callouts and proficient in self-delivering the required services.
In addition to these operational requirements, Citizen aimed to engage a service provider committed to contributing actively to the economic, social, and environmental well-being of the communities surrounding the contract delivery locations. This dual focus on service quality and community engagement formed the cornerstone of Citizen’s objectives for the HVAC maintenance project.
Challenges
This project faced the challenge of managing seasonal peaks and troughs in maintenance demands while minimising disruption to staff and visitors across multiple office locations.
Solution
To address this challenge effectively, we developed a bespoke flexible maintenance strategy. This strategy allows us to continuously adjust maintenance activities according to fluctuating needs, ensuring minimal disruption across all offices. By implementing this tailored approach, we were able to optimise maintenance schedules and mitigate any potential disruptions to daily operations, thereby enhancing overall efficiency and client satisfaction.
The Results
The successful award of a three plus 1 year contract in 2023 underscored our ability to effectively self-deliver over 90% of the required services using our in-house maintenance teams.
Our comprehensive range of planned, preventative, and reactive maintenance services played a pivotal role in securing and fulfilling this contract. These services include round-the-clock support, maintenance of heating, ventilation, and air conditioning systems, plumbing services, general handyman tasks, minor building fabric maintenance, statutory inspection and testing, as well as reactive and emergency repairs.
Additionally, our expertise extended to minor works and installations, ensuring a holistic approach to maintaining the operational efficiency of our client’s facilities. This successful contract renewal highlights our commitment to delivering high-quality maintenance solutions that meet and exceed our client’s expectations.
