Art of Living
• Video
• What is the Art of Living (Group’s Vision &
Mission etc)
• Day to day R&M operation
• AOL examples
• Questions
Our Journey...
Repairs and Maintenance...
- 29,000 properties
- Based in Sunderland
- 260 trades fully trained tradesmen
- 94% customer satisfaction (Jan 14)
What is the ‘Art of Living’...
What is the ‘Art of Living’...
VIDEO
Vision...
To improve the art of living
beyond the imagination
Mission...
To generate wealth by improving the
lives of our customers and re-invest it
through passionate people to create a
climate for personal and collective
opportunity
Values...
Believe nothing is impossible
Re-imagine the future
Cultivate a learning curiosity
Live authentic relationships
Give us all you've got
Values...
It’s not just about the repair, it’s the way
in which we conduct it...
Art of Living..
Art of Living..
Commerciality
AOL
Day to day operation...
How do we deliver the AOL with R&M?
Day to day operation...
‘Something not quite right’
- Discreet email / phone call into
a dedicated member of our
welfare team
- Training for all our tradesmen
and managers to identify signs
for: - Child abuse
- Domestic violence
- Mental health issues
- Drug & alcohol abuse
Day to day operation...
‘Repairs tagging’
- A ‘tag’ is placed on a
customers UDC to identify if
they are:
- Vulnerable
- Violent
- Need additional trades
support
Day to day operation...
‘While you are there’
- R&M directive to undertake
simple additional tasks whilst
we are at the customers property
- Works commercially
- Can prevent repairs and
duplicate journeys (time
and cost etc)
- Excellent customer feedback
Day to day operation...
‘Give hour / day’
- Group wide directive to donate an hour
or a day of time to a worthy cause
- Volunteering
- NSPCC children reading initiative
- Delivery of devolved budget
schemes
Day to day operation...
‘Repairs Process’
- Flexible appointments (School run)
- Flexible booking process
- Weekend working (customer and staff
benefit)
- One consolidated contact team
- Repairs inspectors link with Housing
Management
AOL Examples...
Bernie McQue – R&M Joiner
‘I was working at an elderly lady’s house I could sense
she was quite vulnerable. She told me she was
expecting her daughter visiting soon but I could see
she was nervous and very anxious. I offered to put her
kettle on and make her a cup of tea and stayed with
her until her daughter arrived.’
AOL Examples...
Kevin Robinson – R&M Bricklayer
‘I have enrolled on Befriending Training and have
been matched with a lady called Pauline who is
housebound and requires oxygen. I hope to improve
her “art of living” and am looking forward to meeting
her and hopefully forming a good rapport with her’
AOL Examples...
Andy McNeil– R&M Electrician
‘My ‘Art Of Living’ is continually providing a first class
service to our internal and external customers. Always
prepared to go the extra mile to provide a professional
experience for our clients.’
AOL Examples...
Ben Maddison - R&M Gas Engineer
‘I was working in an elderly gentleman’s home in
Washington and he was unable to get out on his own.
He needed some urgent letters posting so on my
dinner break I went to the post office to post the
letters.’
Gentoo Employees...
Get the simple things right..
- Fully trained staff
- Clean / smart uniforms (PPE)
- ID Badge
- Clean Van
- Right van based stock
- Management support
Gentoo Employees...
Gentoo Employees...
Questions...