Case studies

Major & Minor Repairs

  • 01 Sep 2015

DMS first entered into contract with the customer in 2011 and continue to work with them to the present date.   Throughout the duration of the relationship, DMS have consistently exceeded expectations and have delivered for the customer on-going communication to their client, their staff and residents resulting in no resident complaints. DMS have continually outperformed all other customer contractors (based on KPI’s supplied by the company) achieving 100% resident satisfaction since commencement of our contract.    DMS’ philosophy is to prevent complaints from the core and key to this are communication, arriving in the time frame booked, carrying out works to agreed standards, cleaning after work is completed, communicating with the resident before leaving, completing appropriate paperwork and feedback, leaving DMS literature and then following up with individual customers as needed. This cohesive approach means the customers need spend far less time dealing with complaints. Quality management systems ensure strict control throughout all areas of DMS’ repairs service. Specifically DMS have developed two time frame windows per day for booking in with residents. These time frames allow DMS operatives to arrive within agreed time frames resulting in the elimination of lateness and meaning residents do not need to wait in all day. Full monitoring of all Schedule of Rates (SOR’s) ensuring the correct match / charge is applied for the works carried out, creating value for money for the customer. DMS’ customer care team continually communicate with residents to agree available time frames for residents - 40% of residents request a telephone call an hour before arrival which DMS manage keeping the client customer happy. Using this time frame system means the customer spend much less time dealing with customer issues and request. DMS also complete progress reports on a weekly basis and valuation reports on a fortnightly basis which are submitted to the customer for authorisation. Monthly contractor meetings are held with the Area Manager to discuss all aspects of the contract, including: ·         Actions from previous meeting - progress on actions from last meeting, items not closed, etc. ·         Health and Safety - current issues, accident reporting, insurance and training ·         Diversity - conformance to policy, training and diversity profile ·         Customer Satisfaction ·