Lorraine Smout introduced Michelle Seale (Corporate social responsibility manager) and Lena Basra (Customer services manager) from Axis.
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Privately owned family company
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590 employees with 12% apprentices
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Triple A rated
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Start date 1 April 2014
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15 year contract
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Call handling will be direct with Axis in Croydon
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Appointments to be slotted directly
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Performance management team to monitor and improve service
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Smart, polite operatives - wearing badges
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Code of conduct
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Repair update card - if cannot complete work on first visit, will arrange new appointment
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Various methods of collecting feedback
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Joint meetings with residents
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Repairs cover anything within the home (not owned by tenants)
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Preventative maintenance
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Dedicated team and supervisor for repair work
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One of first companies to achieve CommunityMark (document_1.aspx?id=0:37507&id=0:36091)
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Offering 10 apprenticeships every year and work experience opportunities
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Various community events
The following issues were raised:
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Trouble getting through in current system.
Lorraine Smout: Problem you had today with getting through to the Council contact centre will not happen from 1 April, when Axis will take over.
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As repairs reported direct to Axis, will there be a reduction in Council staff?
Lorraine Smout: Existing contact centre staff (6) are transferring to Axis. There are 9 posts in the Axis contact centre. Axis are filling the others with locally recruited or existing staff. They will also be taking over out of hours calls and handling these calls via their Stratford office that deals with all out of hours emergencies across all their contracts.
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Motor damage caused to property - will operatives be able to identify damage which is claimable under insurance?
Lorraine Smout: If we are aware and have information, we will follow it up.
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Will it be the same number for contact?
Lorraine Smout: Intention was to keep the same number but there has been a hitch - BT will charge for each transfer! Probably will have a new number - trying to get a gold number. Will also have a separate email address. Housing to publicise this.
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Will it be a freephone number?
Lorraine Smout: A lot of people phone from mobile phones and that is not free. There would be a cost to the Council. However, the Smart phone app is free.
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Is it possible to invite Axis to Residents' Association meetings?
Lorraine Smout: That can be arranged.
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Does the company pay the London living wage? Apprenticeships and training - is there a scheme so tenants have direct access?
Michelle Seale: We hold constructive awareness sessions. We will invite Croydon residents and anyone else in the area. We do pay London living wage.
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Repairs - who gets the updates and when will jobs get done? For instance, if main front door breaks down or lights go out and Axis need to be called out, do residents have to call contact centre to find out what is happening? Will Axis email people? Will caretakers and officers be kept informed?
Lorraine Smout: The communal repairs service is high on our list of priorities - it has not been performing as well as hoped. Axis will have a separate supervisor for communal works. Estate inspections will include someone from Axis, plus an operative who may be able to make repairs immediately. We are building an interface which will pass information back into the council system. It has a report so we can keep caretakers updated. It will shorten timescales. There will be more estate inspections - more planned proactive work.
Lena Basra: We will be keeping tenants informed with direct feedback. Nominated champions will feedback updates on communal repairs.
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Another example: 40 residents in a building - on 7th floor, lift broken down. One person reports it but someone else comes home, not knowing what has happened. Will you text everyone in building?
Lena Basra: We have the facility. If we have contact details, we can email. IVR service on system so can advise by phone.
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Concerns about employment - are you looking at Croydon or elsewhere?
Michelle Seale: Looking to offer work locally, employing local people.
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Old Town - maintenance of grass. Will grass, bushes etc be dealt with outside this contract? Duppas Court - outside lights disrupted by new light installations.
Dave Sutherland: This is a separate contract - not part of repairs and maintenance. Perhaps we should get together with Axis and Barry Lambton's team regarding co-ordination of works.
Lorraine Smout: We do sometimes end up doing these works if it is a health and safety matter. It is sometimes difficult to contact Thames Water.
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Making good - general repairs fine but such things as laying a path can lead to damaging grass which is left. Who pays for repairs?
Lorraine Smout: Next Tuesday is Repairs Delivery workshop. Sometimes it is another contractor causing damage. Important to make sure we do repairs if it is our contractors.
Cllr Michael Neal: A lot of work has gone into designing the new contracts, which will benefit tenants. We wish Axis success.