Shepherd’s Bush Housing Association Enhances Services and Supports Local Businesses with Plentific
Discover how Shepherds Bush Housing Group (SBHG) partners with Plentific, infusing agility and flexibility into its service delivery model. Through our customer story, witness SBHG's substantial enhancements in first-time fix rates and the newfound capability to extend services beyond typical resident and housing provider obligations.
Key results
2.3days - average time to job completion (KPI of 10 days)
85%first time fix rate (up from 30%)
70%customer satisfaction (up from 52%)
Customer Background
Shepherds Bush Housing Association (SBHA) is an award winning community focused housing association based in west London. Established by Reverend Asbridge in 1966, their vision today is as steadfast as it was then, for everybody in west London to have a safe and affordable place to call home.
SBHA’s priority is to provide housing for those most in need, working with a wide demographic of customers from all walks of life. They have more than 5000 homes, across nine boroughs in west London, and provide a range of community services including debt and budget advice.
The Association works at local and national level to support, develop and influence housing policy and shape issues that matter to their residents, none more important than their current work on the national building safety programme.
“Steering away from big companies has its advantages. There’s more flexibility with smaller, local businesses that can turn up on short notice. It’s a better service that’s cheaper - not as many overheads - and supports local businesses that absolutely need the work.”
- Andy Hardwick, Director of Repairs & Maintenance, SBHA
The challenge
SBHA wanted to implement a flexible procurement model for service delivery, that enabled them to use their in-house maintenance teams alongside contractors sourced through the Plentific Marketplace. The driving force behind this was a need to offer better services, faster - all while supporting local businesses.
The solution
The Association decided to hybridise their business model, putting their in-house teams on dedicated disrepair duty, while all other open work orders were directed to the Plentific marketplace. This allowed them to offer a more cost-effective service due to fewer overheads involved in utilising contractors, and supported the growth of smaller businesses in their local areas. The added flexibility meant that they had more certainty around job completion outside of normal working hours.
Plentific’s offering
Direkt verbunden
Vernetzen Sie Ihre Teams, Dienstleister und Aufgaben an einem zentralen Ort, damit alle effektiver zusammenarbeiten.
Flexibel unterstützt
Egal, ob Sie Wohnungseigentum, Mietobjekte oder Gewerbeimmobilien verwalten – unsere Cloudlösung können Sie für verschiedenste Aufgaben nutzen.
Schnell einsatzbereit
Plentific lässt sich leicht an bestehende Lösungen anbinden, etwa an Ihre Hausverwaltersoftware. Ebenso einfach ist das Onboarding für die Nutzer.
The results
As the Plentific work order management system is connected to the marketplace, SBHA were able to view a real-time job overview, reducing lag between repairs. The marketplace generates up to 5 quotes on each job posted, creating competitive pricing that helps maintain value for money goals.
New agility and flexibility in the delivery model allows SBHA the potential to offer a service outside of expected resident and housing provider responsibilities. Being able to offer a wishlist of non-essential repairs, such as replacing working taps with something chosen by a resident, has helped to build closer relationships between the Association and its tenants, without diluting the in-house maintenance teams.
The marketplace has also enhanced SBHA’s business resilience. During a reported COVID incident, 90% of SBHA’s in-house maintenance teams had to self-isolate, but the Association was able to redirect all works from these teams to the Plentific marketplace ensuring business continuity.
