Now retired

Reactive maintenance diagnostics

Management of the DLO and Contractor workforce Provide day to day operational management of a team of repair and maintenance operatives ensuring the delivery of a highly efficient and effective repairs service including responsive repairs, scheduled works, void works, and those requiring disabled adaptations. To ensure that resources, including the potential use of sub-contractors, are utilised and deployed appropriately to deliver operational excellence achieving branch and functions KPI’s with a clear focus on cost management, customer and service excellence. Provide effective visible management of the team ensuring that challenging objectives and requirements are met within a positive and performance focused environment.

Tasked with Analysing Existing Reactive Repairs Delivery and prepare presentation to Senior Management. Developing and Expanding DLO Operations including Ancillary Support Staff. Increasing Operatives across all Work Stream’s including introduction of Apprentice’s. Source and set up new Office and Yard location to accommodate expansion process. Forward Management of Internal and External Support Contractors.

Managment of Reactive Repairs Delivery across the Borough for 13000 Properties averaging 1400 repairs per week. Responcible for daily managment of DLO consisting of 70 Operatives and Apprentices, 2 Team Leaders, 3 Technical Surveyors, 6 Supervisors, 5 Planners and supporting administration team. Managing overview of Void delivery.Assisting internal re-structure of Repairs Delivery to streamline process and achieve identified required efficiencies.

Supervise the delivery of the day to day reactive repairs and void property work streams. Manage a staff team of 4 Technical Officers, Office Administration and supervising work loads, completing appraisals and training staff as required Act as main point of contact for liaison between partnering contractor Raise and resolve issues related to performance of contractors or internal staff to ensure a smooth running service to tenants Quality check surveying works and take on own workload to contribute to service delivery Report to senior management on delivery of service, performance of staff and performance of contractors.

● Contract Management of Internal Repairs Team [DLO 47 Operatives] & External Support Repairs Contractor including Voids Delivery.● Overall responsibility and Manage Gas Servicing/ Solid Fuel/ Legionella and Lifts Contract Compliance.● Manage support team of 2x Team Leaders/ 3x Maintenance Officers/ 3x Trades Supervisors/ 2x Planners. ● Productivity Monitoring in preparation for proposed re-structure.

● Manage a team of Surveyors and monitor external contractors and consultants to ensure that East Kent Housing fulfils its contractual obligations to its client councils by delivering planned and cyclical maintenance programmes to quality, time and budget● Deliver procurement efficiencies and value for money by Managing works delivery and services across all four areas.

● Manage the Specialist Service M&E Partner Contractors consisting of Fire Alarms/ Lifts/ Legionella testing and Risk Assessments/ CCTV and Door entry systems/ Electric gates and entry systems/ Commercial plant and Communal Boilers.

● Responsible for direct line management of 3x Maintenance Managers, 3x schedulers, 6x call centre staff, and general administrators.● 40x various trades DLO including specialist Partner Sub Contractors.● Full Day2Day/ Void management responsibility covering housing stock of 7800 properties across region.

● Managing and head up 3x Area Maintenance Surveyors 1x Technical Admin.● Manage office function and Day2Day repairs whilst period of re-organisation and consolidation between South and West Regions.● Looking at existing processes to improve efficiency and customer satisfaction during period of change.● Introducing “Change Management” and success culture to existing structure.● Reporting to Area Maintenance Manager.

● Managing and head up 5x Technical Officers, 3x Technical Admin.● Managing De-mobilisation Reactive Maintenance Partnering Contract with National Contractors.● Including TUPE negotiations with Internal Staff and Contractors.● Final Accounts and Final KPI consolidation.● Ensuring Tenant Expectations are managed and Contract Delivery is maintained whilst New Contract Mobilisation takes place.● Manage “Change Management” within the existing staff structure, devising a implementing processes to ensure smooth contract transmission.

● Managing direct labour of 64 operatives, 7 surveyors, 4 team leaders, 3 planners. ● Reactive and Planned works, M&E, Voids, Asbestos Management, Aids and Adapts. ● £8.5M Budget. 2 * Awarded Organisation. ● Charged with moving the existing DLO forwards operationally and strategically by change management.

● Direct responsibility for Reactive Partnering Contract/ Planned Maintenance and Decent Homes works. ● Line Managing 3 Surveyors administering Gas [Commercial and Domestic] Electric/ Aids and Adaptions ● Voids/ Estates/ Asbestos/ Legionella/ Lifts and Fire Equipment. ● Planning and implementing full Stock Condition Surveys. ● Assisting in system changeover to “Codeman” ● Leading with Contract Re Tender Procurement and Evaluation Process.

● Managing external planned maintenance works contract for Asset Management, including Consultants and Partnering Contractors.● Tenant Consultation with interim 500k budget.● Managing initial Decent Homes Survey through to Tenant hand over.

● Short Term Agency Position [covering department management during internal investigation] Managing Reactive and Void Fixed Price Partner Contract with National Contractor £2.4M PA● Managing office staff, surveyors and liaising with Housing Officers.

• Managing Housing Maintenance Division, 4500 Units. Reactive, Planned and Capital Works including Voids, External Decorations, Kitchen, Gas and Electric Upgrades. • Full Procurement Preparation and Implementation of 2011 Maintenance and Investment Framework Agreements, Including Devising Scoring Matrix and Leading Interview Panel. • Full day to day management of 4 Surveyors, 1 Gas Surveyor, 1 Electric Surveyor and 2 admin, including training, development and performance reviews.• Developed and Implemented internal department systems and procedures to monitor Service Standards, Best Practices and Benchmarking.• Administer and overview of various external contractors on SOR contracts. Decent Homes and Stock Condition survey implementation, invoice and VFM appraisals. • Assisting technical staff in Partnering Contract Preparation, and Asset Management.• Preparing and leading office staff ready for proposed “System Thinking” change management. • Researched, applied for and awarded CERT [carbon emission reduction target] funding of £82K [loft insulation] for eligible borough properties. Set up, and instigated contract, to include editorial preparation for insertion in “Tenant Times”• Negotiated SOR reductions reducing Maintenance Budget, producing projected savings of £40K PA.• Identified Maintenance “Best Value” savings of a further £40K PA by educating and leading Call Centre and Surveyors in correct repair identifying and orders raising.• Prepared, and presented briefing to Tenant Champion Panel on Decent Homes Project and benefits.• Appraised Costs, and Customer Relation Benefits of installing Carbon Monoxide Detectors to Borough Properties, and prepared report for Cabinet Approval.• Conducted full documentation summery and appraisal of Borough Garage Sites to identify re-development potential for Cabinet approval

• Managed outgoing Partnering Contractor.• Manage 8 Multi Skilled operatives and 4 admin including planners for new DLO.• Interviewing proposed additional multi skilled operatives with tenant representative panel to allow for tenant involvement and input on the decision making process and maximum customer satisfaction.• Devised and implement operational procedures including contract management, staff rota and “out of hours” emergency cover. • Managed full mobilisation including Supply Chain Agreement negotiation, staff induction, van stock, and PDA training of operatives and office set up for administration. • Monitoring and appraising of KPI’s, achieved 100% Emergency make Safe, 100% overall completion on time, 99% Customer Satisfaction, 84% First Time Fix.

• Carrying out stock condition surveys using handheld (PDA) Keystone software.• Responsible for planned maintenance to East Cambridgeshire stock.• Strong relationships developed with tenants “Maintenance Champions” who were consulted with during projects to ensure minimum disturbance and maximum tenant satisfaction.• Project and contract management from inception to completion.• Prepare scheme designs for maintenance and refurbishment projects.• Prepare specifications and produce tender documentation.• Building inspections, issue instructions valuations, and payments.• Achieved key to key turnaround time averaging 12.5days.