Circle Housing - Responsive Maintenance | Wates

Circle Housing – Responsive Maintenance

Housing Maintenance

1.5 years


Circle Housing

A seamless transition in service.

Wates Living Space was appointed to deliver an 18 month interim responsive repairs and void refurbishment contract for Circle Housing in 2015 following an emergency procurement process.

Due to the urgent nature of the tender process, Wates was given just 10 days to mobilise the contract and set up co-located offices with Circle to enable collaborative working. This enabled a seamless transition in service to Wates from Circle’s previous maintenance provider.

  • 16,800 Properties maintained for Circle 33
  • 3,349 Properties maintained for Mercian

100% of emergency jobs and 99.3% of urgent jobs were completed on time between June and September 2015, exceeding a sector benchmark of 89%. In addition, 95.1% of routine jobs have been completed on time and 99.5% of all customer appointments kept, surpassing client expectations.

99.5% Customer appointments kept

The facts

Wates Living Space manages 16,800 properties for Circle 33 in London and 3,349 properties for Mercian in the West Midlands. From day one, the team has consistently delivered a market-leading repairs and maintenance service for Circle’s customers, with an exceptional turnaround in customer satisfaction and service levels across all key performance indicators.

Wates was brought in at short notice to deliver responsive repairs and void refurbishment services for Circle Housing in March 2015. Performance in all of the key areas has significantly improved upon that delivered by the previous provider and, in the case of customer complaints, improved to ‘best ever’ levels.

Jon Dowell Head of Reactive Repairs, Circle Housing

The outcome

As part of our commitment to the communities in which we work, we are also providing apprenticeships for five local people in a range of skills including electrics, plumbing, carpentry and administration.

Housing Maintenance

Supporting the regeneration of communities.


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