TotalCare Total - Mitie

When it comes to social housing maintenance, we’re second to none!MITIE has been caring for residents’ homes and public buildings for over 25 years. Our people areexperts in all the main building and specialist trades - delivering responsive repairs, planned andcyclical maintenance services to over 100 social housing providers nationwide.Our TotalCare approach to service delivery has comefrom decades of learning and understanding the valueof people, buildings and the environment – or as we liketo call it PeopleCare, CarbonCare and PropertyCare. Itmeans with us you’ll get a local team that:• Invest in people – our clients, residents andemployees to create lasting partnerships, sustainablecommunities and exciting futures.• Provide leading-edge carbon reduction and energymanagement services, saving you money andreducing your impact on the environment, and;• Deliver efficiencies through smart propertymanagement, improving performance andreducing waste.How do we do this? By following one simple process:we think, we manage and we deliver – which meanswe can plan, organise and run an entire social housingmaintenance project or property portfolio – leaving youfree to concentrate on your core activities.We deliver the full suite of property services to sociallandlords… all under one roof!These include:• Asset Management• Communal and domestic heating• Energy home retrofits• Estate Management• Planned and preventative maintenance• Responsive repairs• VoidsPut simply, our TotalCare approach means we careabout the things that are important to you - makingyour buildings and residents’ homes greener,warmer and safer while saving you money too!Don’t just take our word for it; see what our clientssay about us in the enclosed datasheets.}TotalCare

fact sheetOrbit“MITIE has demonstrated theability to deliver excellentcustomer service andremain the best performingcontractor employed by OrbitGroup.“James Connolly, Head ofMaintenance Services, OrbitClient: OrbitWorksRepairs and maintenance, Planned works, VoidsOver 16,000 social housing propertiesBrief historyMITIE began a 10 year partnership with Orbit in 2011 toprovide repairs and maintenance, planned works andvoid services to their housing stock of 16,000 homes.Operations are coordinated from a head office inSittingbourne, with 4 satellite offices to cover the 200mile spread of housing. Customer priorities at the startincluded an improved service, listening to the views ofresidents, and getting the job right first time.Contract length10 years, 2011-2021Contract value£11m per annumRepairs and maintenanceMITIE is carrying out over 180 repairs and maintenancejobs every day to Orbit’s social housing stock, spreadover 200 miles. MITIE has exceeded client targetsfor resident satisfaction, speed of response and firsttime fix. The service is underpinned by our TotalCareapproach to service delivery, which involves removinginefficient practices and processes, delivering serviceexcellence while reducing costs for our client.Planned worksAt MITIE we have the knowledge and experience toensure the right repair is done at the right time, makingit easier to maintain a high standard of housing stockand reducing the number of emergency repaircalls. MITIE is carrying out works including kitchenand bathroom replacements, disabled adaptationsand decorating for Orbit’s residents. We carry outwork to over 1,000 properties every year and residentsatisfaction averages 92.9% - well above our 82%target.VoidsMITIE is bringing in excess of 35 homes a week upto specification. On average properties are turnedaround in 11.5 days, well under our 14 day target.}TotalCare}TotalCare

APPRENTICE SCHEMEfact sheetLiverpoolMutualHomes“MITIE’s performance has beenconsistently high throughoutthe contract. The programmeof works is being completed toan excellent standard and theirinvolvement in communityinitiatives is invaluable. Theyare always willing to go theextra mile and the feedback wereceive from residents is verygood.“Dave Woods, Assistant Directorof Property Services, LiverpoolMutual HomesClient: Liverpool Mutual HomesWorksPlanned works, Disabled adaptations4,000 properties and 150 communal blocksBrief historyMITIE entered into a partnership with Liverpool MutualHomes in 2009 to deliver a planned works programme totheir social housing stock. The contract, worth £8m perannum sees work taking place in over 1000 properties ayear in Merseyside. As well as fulfilling the works, MITIE hasengaged in a number of local community and labourinitiatives to support the regeneration.Contract length2009-2013Contract value£11m per annumPlanned worksMITIE is carrying out kitchen and bathroom refurbishments,central heating installations, electrical upgrades, structuralrepairs, flooring improvements and decoration in over4,000 low rise and high rise properties in the Merseysidearea. Additional contracts have seen us bring 70 voids upto standard and we are also carrying out environmentalworks including paving and soft landscaping.Disabled adaptationsMITIE understands that everyone’s needs are different,and fitting disabled aids and adaptations to people’shomes can have a significant impact on their qualityof life. That’s why adaptations including wet rooms andbespoke kitchen units have been installed in a number ofproperties, to make sure we’re providing for the needs ofeach and every resident.Community initiativesMITIE is always looking for additional ways we can makea positive impact in the local community. That’s whywe get involved in many of Liverpool Mutual Homes’community initiatives. We have installed a fitted kitchenfree of charge to the communal area of a housing blockand have given safety talks in local schools about thedangers of entering building sites, as well as donatingbicycles as a raffle prize to each school.We have also partnered with Liverpool Mutual Homes ona Shared Apprentice Scheme, designed to provide full,comprehensive, quality training for their young tenants,and with Fusion 21 on the Future Jobs Fund programmeto offer unemployed residents the skills, training and jobopportunities they need to help them get back on theirfeet.}TotalCare}TotalCare

fact sheetAmicusHorizon“MITIE has carried out the workto a high standard. The MITIEteam are very professional andare a pleasure to do businesswith. I have been workingwith MITIE on this contract forover a year and I look forwardto developing the workingrelationship with them as thecontract progresses over thenext 4 years.“Steve Chambers, ContractsManager, Amicus HorizonClient: Amicus HorizonWorksCentral heating and gas6,500 propertiesBrief historyMITIE is carrying out all central heating and gas relatedwork for Amicus Horizon, including boiler installations,servicing and planned and reactive boiler repairs.Contract length2009-2014Contract value£2m per annumCentral heating and gasMITIE carries out over 15,000 jobs per annum onbehalf of Amicus Horizon. We have exceededtheir expectations for fix time fix rate and customerfeedback, which averages above 96%.Since we took over the contract, emergency responsetimes has reduced from 24 hours to 6 hours, providinga faster service our client can rely on, and providinggreater peace of mind for tenants.All our operatives are trained to the highest standards,and their focus on safety and best practice ensures ahigh standard of service and a reduced risk of futurefaults. This is what helps keep our customer feedbackhigh and our response times low.}TotalCare}TotalCare

}TotalCareBasildonCouncilB A S I L D O N • B I L L E R I C A Y • W I C K F O R Dfact sheetBasildonCouncil“Over the last two years we havedeveloped a strong workingrelationship with MITIE, andthey share our commitmentto providing residents withthe best service possible.Performance continues toimprove, and we are currentlyexploring new ways offurthering our partnership withthem.“Peter Long, Repairs Service ManagerBasildon CouncilClient: Basildon CouncilWorksResponsive repairs and maintenanceOver 13,000 social housing propertiesBrief historyIn November 2009 MITIE entered into a contract withSt Georges Community Housing (ALMO for BasildonCouncil) to provide social housing repairs andmaintenance to over 13,000 properties. St Georgeshave since integrated into Basildon Council.The contract, currently valued in excess of £3.5m perannum runs for 5 years with the option for 5 additionalone year extensions.Customer priorities include high quality service andforming a close partnership. MITIE have co-located inthe Council offices, providing a fully integrated serviceto Basildon’s tenants.Contract length5 Years + 5 one year extensions, 2009 – 2014Contract valueOver £3.5m per annumRepairs and MaintenanceMITIE provides a responsive repairs and maintenanceservice to over 13,000 properties in Basildon, includingplumbing, carpentry and electrical work. We arerepairing 91% of faults right first time, with 98% ofappointments made and kept.We carry out over 36,000 jobs a year, and tenantsatisfaction with our repairs service has beenconsistently high with 93% of residents respondingpositively.PartneringThe partnership MITIE have formed with BasildonCouncil is integral to the success of the contract.We have co-located in the council offices, allowingfor greater communication and a closer workingrelationship, which over time has continuouslydeveloped.MITIE has also set up a satellite base for operatives nextto our preferred supplier, which has improved reactiontimes and ensured a more effective management ofour supply chain.*Figures correct February 2012}TotalCare}TotalCare

}TotalCarefact sheetSouthEssexHomes“MITIE recently had their contractextended with us as they haveperformed exceptionally wellthroughout the contract andhave an excellent customerfocus. The high standardof workmanship has led toextremely high residentsatisfaction, and we lookforward to working with them onfuture contracts so that we canfurther develop our excellentworking relationship.}TotalCare“Paul Longman, Group Managerof Property Services for South EssexHomesClient: South Essex HomesWorksDecent homes, Disabled adaptations, FootpathimprovementsOver 3,000 propertiesBrief historyIn 2008 MITIE entered into a partnership with SouthEssex Homes to provide Decent homes improvementsto 3,000 properties. The works will take place over 6years and give tenants new kitchens and bathrooms,as well as electrical upgrades and footpathimprovements around their homes.Contract length6 Years, 2008 – 2013Contract valueOver £2m per annumKitchens and bathroomsMITIE are installing new kitchens and bathrooms aspart of Decent Homes improvements. Tenants aregiven a choice of finishes including variations offlooring, tiles and units. Disabled adaptations havebeen made to a number of properties, including wetroom installations and bespoke kitchen layouts tomeet the needs of residents. We have achieved 100%resident satisfaction on the works carried out to date,and a 100% score for minimising disruption to residents.Electrical upgradesMITIE are carrying out rewiring work to kitchens andbathrooms as well as doing electrical testing andinstalling smoke alarms.CommunityBeing an active member of the communities inwhich we work is an important part of the TotalCareapproach, so we took part in a project to transformMendip Gardens from a waste ground into a beautifularea the whole community can use.MITIE have also taken on a local apprentice andorganised work experience placements for residentsto help them learn new skills.}TotalCare

fact sheetBridgewaterHousingAssociation“MITIE is competitive on priceand service delivery, whichis ultimately why they wonthis contract. To date we havefound them to be pro-activewhen managing the contractand very good at meetingtargets in terms of residentsatisfaction. As a companythey are environmentallyaware, employ local labourand have demonstrated lots ofinitiatives.“Gary Stapleton, Technical ServicesManager for Bridgewater HousingAssociationClient: Bridgewater Housing AssociationWorksReactive maintenance, Disabled adaptations, Voids1,500 propertiesBrief historyMITIE is providing reactive maintenance services toBridgewater Housing Association, as well as installingdisabled adaptations and bringing void properties upto standard.Contract length2008 - 2012Contract value£250,000 per annumReactive maintenanceMITIE’s reactive maintenance service provides tenantswith timely repairs to their homes, covering all dayto day repairs including plumbing, electrical andjoinery. We are carrying out over 3,000 jobs a year andresident satisfaction is consistently high.Disabled adaptationsMITIE understands that everyone’s needs are different,and fitting aids and adaptations to people’s homescan have a significant impact on their quality of life.That’s why adaptations including wet rooms havebeen installed in a number of properties, to makesure we’re providing for the needs of each and everyresident.“MITIE is competitive on price and service delivery,which is ultimately why they won this contract.To date we have found them to be pro-activewhen managing the contract and very good atmeeting targets in terms of resident satisfaction.As a company they are environmentally aware,employ local labour and have demonstrated lotsof initiatives.Gary Stapleton, Technical Services Manager forBridgewater Housing Association“}TotalCare}TotalCare

fact sheetDacorumBoroughCouncil“MITIE has delivered a numberof service improvementsmost notably the introductionof a dynamic schedulingsystem which has reduced thenumber of live repair ordersin the system from 2000 (atthe point of transfer) to 650today. This has also made abig improvement in customersatisfaction levels.“Fiona Williamson, Property & PlaceGroup Manager, Dacorum BoroughCouncilClient: Dacorum Borough CouncilWorksRepairs and maintenance, Empty homesOver 10,000 social housing propertiesBrief historyIn 2008 MITIE was selected by Dacorum BoroughCouncil to take over delivery of their social housingworks. The contract, valued in excess of £5m perannum runs for 6 years and covers 10,000 socialhousing properties.Customer priorities include reducing inefficiencies,improving customer satisfaction and transparency incosts.Contract length6 Years, 2008 – 2014Contract valueOver £5m per annumRepairs and maintenanceMITIE provides a repairs and maintenance service forthe council’s social housing stock. We are repairing99.3% of faults first time, and interim results have seencustomer satisfaction levels consistently over 97%. Theworks are carried out at a day and time convenientto the tenant, and repair completion times are lowerthan government and local guidelines.Empty homesMITIE is bringing in excess of 120 homes per annum upto specification. On average properties are turnedaround in 10 days, well under our 15 day target.Reduction in inefficienciesThe success of the contract lies in the reduction ininefficiencies and increase in customer satisfactionMITIE has achieved. The service is underpinnedby our TotalCare approach to service delivery, away of working which involves removing inefficientpractices and processes, delivering service excellencewhile reducing costs for our clients. This ensures ouroperatives have the time and materials to completea job on the first visit, minimising the impact on tenantsand providing a service they can rely on.}TotalCare}TotalCare

}TotalCareMITIE JOB FAIRResidents’Dayfact sheetTransformingcommunities“By working together we areensuring that the CommunityInvestment programmecreates a lasting legacy inour local communities. MITIEhas shown great commitmentand initiative to building thislegacy, and we are lookingforward to continuing thispartnership for many moreyears to come.“Colin Dawes, Asset InvestmentManager, Lewisham HomesTransforming communitiesAt MITIE, Transforming Communities is more than a tagline; it’s a passion for our service that sees us lookingbeyond the skilled work required to complete acontract, and considering further ways we can makea positive impact.The community activities we offer are shaped by theneeds of our residents. In some areas, unemploymentis a major problem and in others it might be anti-socialbehaviour. Instead of rolling out the same activities ineach area, we listen to our residents and understandwhat will make the most positive impact for them.Activities include• Work clubs• DIY days• Youth engagement• Apprenticeships• Work experience• VolunteeringColin Dawes, Asset Investment Manager, LewishamHomes says “The Community Investment programmedelivered by MITIE is a commitment to invest not onlyin people’s homes but also in the local community. Inthe last 6 months alone, MITIE has:• employed 5 Apprentices from the Lewisham areain carpentry, painting, decorating and plumbing• provided job search, CV and interview advice to59 residents at monthly work clubs• provided 188 work experience days forunemployed Lewisham residents to boost their CVs• held 2 DIY repairs training days, teaching residentsbasic repairs including unblocking sinks, basicdecorating and tiling• held 2 athletics and football training sessions foryoung people on the Pepys estate in Deptford.”Our hope is that MITIE’s presence in the localcommunity will leave behind a lasting legacystretching beyond the length of the contract. Wewant to have a positive impact on the lives ofresidents, and by listening to their needs and providingsupport and opportunities, we believe we can.}TotalCare}TotalCare

MITIERiverside House1 New Mill RoadOrpingtonKentBR5 3QAUKT: 0845 608 0345E: socialhousing@mitie.comW: www.mitie.com}TotalCare