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Case Study

MNM Case Study 

Look Ahead Care and Support

 

Background

In 2010 after completing a comprehensive OJEU procurement process, Look Ahead appointed MNM to undertake responsive repairs and voids to proportion of their homes.
Our service commenced in July 2010 and is for a 4 year period, with a 2 year extension facility, subject to performance.
In 2011 our contract was extended to cover other operational areas where Look Ahead required us to  step in and help provide a service and also to undertake planned  & cyclical maintenance.

Context

Look Ahead provide housing and specialist support services to people with a variety of needs including:

  • People with mental health needs
  • People with learning disabilities
  • Young people, care leavers and teenage parents
  • Homeless individuals and families
  • People with offending and sex work histories
  • People with substance misuse needs
  • People experiencing/fleeing domestic abuse
  • People with physical disabilities

 

Key Contract Details

The service covers East, West & South London, as well as outlying areas such as Essex, Hertfordshire, Buckinghamshire, Berkshire, Surrey and Hampshire.

The approximate value of the JCT contract is £1.2 M per annum and this covers some 3800 homes, consisting of:

  • Houses
  • Flat conversions
  • Blocks of flats
  • Hostels
  • HMO's

 

Our Services

MNM provide the following services and support to Look Ahead in terms of responsive repairs, voids, mechanical, electrical, planned and cyclical maintenance:

  • Call taking
  • Inspection
  • Scheduling
  • Monitoring quality of works
  • Resource management
  • Performance management
  • Service improvement
  • Post inspection
  • Customer feedback (customer satisfaction forms, random phone surveys)

 

Key Challenges

During the first two years of delivering our service MNM have encountered a number of key challenges and some of these are summarised below:

  • Mobilising for a new client with customers who have differing needs
  • Mobilising another large (£2 M per annum) void contract during the first 6 months of the Look Ahead service
  • Delivering services across a wide geographical operating area
  • During Year One taking on further operational areas when requested by Look Ahead

 

 

 

Key Successes

Detailed below are some of the key successes that MNM have helped to deliver for Look Ahead:

  • Reduced cost of responsive repairs and voids
  • High levels of evidenced customer satisfaction
  • Stepped in to help on other operational areas when required
  • Use of bespoke "Book MNM" appointments system
  • Work experience for Look Ahead Residents
  • Creation of a detailed Service Improvement Plan to drive service improvement

 

 

Contact Details

Look Ahead Care and Support
1 Derry Street
London, W8 5HY
T 0207 937 1166
E info@lookahead.org.uk
W http://www.lookahead.org.uk
Kevin Stephens, Head of Property Services