Connect Property Services
After a long history of delivering repairs and maintenance services in partnership with other organisations, Connect Property Services was established as a wholly owned subsidiary of Aldwyck Housing Group in September 2010. Connect offers an integrated repairs and maintenance service to local authorities, social housing providers and private clients across the southeast of England.
Repairs and maintenance
We work with various organisations delivering maintenance and repair services across a wide range of properties. Our experience includes working with a diverse range of client groups such as general needs, younger persons, frail elderly and other vulnerable groups. We always retain the flexibility necessary to provide a bespoke service to each individual customer. Our maintenance and repairs service is structured around the provision of:
- Highly trained and qualified operatives and staff with the correct skills to carry out your repairs
- Handheld PDA technology linked to the latest scheduling software
- Our high-tech dedicated 24/7 call centre
- Smart and liveried vehicles, uniforms and ID for all staff
- Specialist fast-track voids teams
- Planned and cyclical maintenance teams.
Planned and cyclical
We have an impressive track record of delivering planned and cyclical works programmes to all sorts of properties, from small street property upgrades to large multi-dwelling buildings. Our refurbishment teams have all the necessary experience and equipment to deliver extensive planned and cyclical works such as kitchen and bathroom refurbishments, heating installations and electrical rewiring programmes - all to the specific requirements of individual clients.
Our dedicated voids teams can fast-track void properties to ensure minimal rental loss for clients by reducing the time each property sits empty. Our voids teams retain the necessary flexibility to manage each refurbishment individually, ensuring a quality and timely completion in all cases.
Our servicing teams use up-to-date appointment scheduling to deliver cyclical work including gas appliance servicing and smoke alarm testing to assist our clients in meeting their regulatory and statutory requirements.
Call centre services
Our call centre is the cornerstone of our successful responsive repairs service. We know that effective call handling is critical in ensuring that we get each repair right from inception to completion. Therefore, we have a dedicated 24/7 call handling service based at our main office in Houghton Regis, Bedfordshire, taking calls from some 12,000 properties. Our contact centre has the capacity to manage 400 calls a day during the busiest periods, without affecting the quality of service which our customers receive. Features include:
- A dedicated 24/7 telephone number for reporting repairs
- A free call-back system at a convenient time
- The facility to report repairs by SMS, email and online
- Textphone service for our hearing-impaired customers
- A comprehensive out-of hours and weekend service.
All of our Technical Service Advisers receive extensive training in both customer services and maintenance diagnostics to ensure we provide a first-time fix service in as many cases as possible.
We’ve also invested heavily in technology including our scheduling tool. The careful balance between technology and well-trained advisers means we can automatically schedule appointments for specific tradesman in various geographical areas to improve operations. And that means we provide a better service to our customers.
At Connect, we recognise our obligation to minimise our impact on the environment. Through our Environmental Policy and other supporting documents, we set out the standards and means of meeting all legal obligations as well as establishing the necessary control measures to manage and mitigate any environmental risks associated with our activities.
As a specialist repairs and maintenance contractor, we have established a system of KPI measurements which we use to monitor and improve our performance in three key areas:
- Waste management including a focus on reuse and recycle
- Minimising energy use and CO2 emissions
- Environmental performance of our supply chain.
Performance against these targets is reviewed annually by the Board and Management Team and an improvement plan put in place for the following year.
We also work hard to make sure that our environmental performance is considered across all of our business activities. For example, through a sustained focus on fleet utilisation in 2011, our newly installed technology has enabled better co-ordination of appointments to reduce travelling by operatives and consequently fuel consumption and CO2 emissions. We have also introduced speed restrictors and provide tips on frugal driving to all of our mobile operatives.
All staff receive general environmental awareness training as part of their induction and then on an annual basis. This ensures everyone is fully conversant with relevant issues such as creating site waste management plans and asbestos waste management.
Connect Property Services is a member of, or affiliated to, the following organisations: