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Blog: Featured finalist - Repairs, Maintenance and Investment – (Osborne - Slough Borough Council)

06 June 2018

Outstanding Customer Satisfaction

Type of client: Local authority

Construction product: Housing



Osborne Communities’ Repairs, Maintenance and Investment (RMI) contract with Slough Borough Council began in December 2017. The £14m per year contract covers the provision of repairs, voids, planned, cyclical, compliance and caretaking to 7,000 homes. Osborne took over from a contractor that had been in place for 17 years and there were challenges in starting afresh with resident engagement, identifying what are the important issue to the customer and establishing new key performance indicators.

SBC’s Residents Board which is responsible for co-regulating and scrutinising neighbourhood services were consulted on a design of a new shared office space to ensure collaboration between Osborne Communities and SBC staff to provide outstanding service which also included a ‘resident zone’ where customers were able to access the workspace. Kevin Kopicki, tenant and chair of the SBC’s Residents Board said, “This is an exciting contract and a very new way of working, but Osborne have been open and transparent and that’s the way we like to work”.

The winner of the Outstanding Customer Satisfaction award will be announced at the awards ceremony and gala dinner on the 28th of June at the Royal Lancaster London. For more information or to book a ticket click here. 

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