CASE STUDY: Asra Housing Group - Responsive Maintenance

Supporting the regeneration of communities.

10 years

Project duration

Hour emergency repairs service

Over 8,000

properties spread across 4,000 square miles

Wates was appointed by Asra Housing Group in 2009 to deliver responsive repairs, maintenance and voids refurbishment across the housing association’s northern region. In September 2010, this contract was expanded to cover responsive repairs, maintenance and voids across Asra’s southern region. This saw the business mobilise and deliver a repairs service to an additional 4,000 properties, with only 24 hours’ notice.

The service delivered by Wates Living Space is administered by a co-located Asra and Wates team, based at Asra’s contact centre in Leicester. This is very much a partnership arrangement, developed over seven years. This includes the development of joint training initiatives in areas such as equality and diversity, customer care, health and safety and IT.

The outcome

The pricing of Wates’ service has evolved to reflect changes at Asra and best practice in service delivery. As such, it has progressed from being on a traditional Schedule of Rates basis to a Price per Property model.

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