Following a re-tendering exercise that was completed earlier this year we are pleased to be entering into a two year contract with a new maintenance contractor.
From 19th May Mears Group will be our main contractor for day to day repairs and for carrying out work on our empty properties. Over the coming weeks tenants will begin to see Mears vans at many of our properties and all operatives will carry badges and identification. Mears provides maintenance services to housing associations and local authorities delivering over 6,000 repairs every day to a portfolio of over 1,000,000 homes nationwide.
Emergency repairs will still be dealt with straight away and completed within 24 hours, urgent repairs within 3 working days and routine within 8 working days. We will still offer morning and afternoon slots for appointments including Saturday morning.
We hope that this transition will go smoothly and we will be closely monitoring our new contractor to ensure that repairs orders are carried out promptly and to a good standard.
Our repairs team is still here to help and you can reach them by calling 08003 457 347 for free during office hours, or by pulling the cord of your alarm call system to speak to Hanover Telecare if you need to get in touch at any other time. Alternatively speak with your Housing Officer or Housing Coordinator.
We’re really pleased to be working with Mears and we hope to be seeing improvements across the service as the new contract settles in with faster response times, more repairs completed right first time, better quality of work and improved communications. This is a new contract and we will be setting high standards from day one.
We also welcome any feedback that tenants may have on the new contractor from 19th May so please do get in touch if Mears have carried out a repair on your property. Please help us to continually improve our repairs service through listening to what our customers are telling us.