repairs and care home and improvement repair services...

Repairs andMaintenance

Careand

Repair

Home Improvement

Services

ContactCentre

Solutions

Energyand

Sustainability

Estatesand

GroundsMaintenance

Insourcing Solutions

New Homes

HousingManagement

Capital Works LandReferencing

Tenant Scrutiny

FacilitiesManagement

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[email protected]

www.mearsgroup.co.uk

@mearsgroup

Repairs and Maintenance

For more information please contact

Our approachMears provides rapid response and planned maintenance services to local authorities and Registered Social Landlords, delivering in excess of 6,000 repairs every day. Mears haspartnering arrangements with more than 70local authorities, Arms Length ManagementOrganisations and Housing Associations.

We tailor our service offering to meet thestrategic aims of each individual client toachieve a service that demonstrates value formoney, customer service excellence, continuous improvement and a commitmentto community development.

We take a proactive approach by looking for preventative measures which can reduce theneed for emergency repairs.

Voids Our Voids teams are experts in ensuring that properties are clean, safe and tenant ready asquickly as possible.

Tenant representatives spot check our work toensure that we maintain consistently highstandards.

Gas Mears provides a top-rated 3 star gas serviceand repair solutions. We deliver innovative solutions to achieve high access compliancelevels. We support this through robust appointments systems, linking gas servicing to building repairs and developing solutions for hard to access properties.

Our achievements n Mears has proudly held the TPAS

accreditation since 2007 and won the 2015 Northern 'Excellence in Contractor Engagement Award.'

n Mears is a RoSPA member and was highlycommended in the 2014 awards for anoutstanding performance in health andsafety at work in the Facilities Managementsector.

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[email protected]


@mearsgroup

Care and Repair


Not only is Mears a market leader in the provision of housing repairs and maintenance,we are also one of the biggest home careproviders in the UK. Every year we deliver overeight million hours of care and support to people, helping them to live in their ownhomes for longer.

Mears is working towards providing integratedcare and repair services. We are already co-locating our housing operatives and careworkers in many locations across the UK.

Care workers are uniquely placed to identify potential hazards that could cause an accident, such as a fall. Giving customers access to bothcare and repair services enables preventativemeasures to be taken quickly. We ask careworkers to input into the training we give tohousing operatives, thereby ensuring that theyget practical advice on how to adapt their visitsto the needs of older and disabled people,how to identify signs of neglect and how tospot trip hazards.

Where we provide both care and repair, wetry to organise joint visits with the aim of facilitating a great customer experience and ultimately enabling independent living to become a reality.

We are putting our ideas into practice in our provision of Home Improvement Agency (HIA) services. Our HIAs provide a range ofhandyperson, advocacy, design, finance, aidsand adaptations and supported living servicesto thousands of customers.

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[email protected]


@mearsgroup

Home ImprovementServices


Our approach Mears Home Improvement Services provide a practical range of solutions for older or disabled people, to help them to live independently at home.

Our Handyperson Service can be booked tocarry out small repairs jobs to homes, fromchanging light bulbs to building flat pack furniture. Customers can be reassured that the people carrying out work in their home are vetted and trustworthy.

As well as home adaptations in bathroomsand kitchens and the addition of ramps andgrab rails, Mears can source and install a rangeof technologies to enhance independence including telecare services and safety sensorsthat provide round-the-clock reassurance.

Our services Our services include handyperson schemes,home adaptations, gardening, repairs, safetychecks, signposting to services, telecare andadvice on accessing benefits and grants. *Services vary per area

Our branches Mears Home Improvement Services are available in Brighton & Hove, Dorset, Gloucestershire, Kirklees, North East, Oxfordshire and Shropshire.

Our achievements We carried out major adaptations or repairs for over 1,700 customers including bathroomadaptations, extensions, lift installations, heating, windows and roofing.

We also provided minor repairs and adaptations to over 22,000 customers – fromsmall jobs to installing grab rails, ramps andhome security, and installing energy efficiencymeasures.

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Contact CentreSolutions

0845 601 7781

[email protected]


@mearsgroup


Contact centres are often the first point in the customer journey and can have a significant impact on a contractor’s ability to get thingsright first time. Mears 24/ 7 is a specialist contact centre dedicated to serving the housing maintenance sector.

Mears 24/ 7 uses the most advanced telecommunications technology and a team of dedicated professionals to ensure an excellent customer experience 24 hours a day,seven days a week. As a client, you will reap all the benefits of an in-house service, with customer service professionals mirroring or developing your brand.

Your contact centre should be integral to overall performance. This is why we see ourselves as part of your team. Our staff always try and carry out a full and detailed diagnosis so that operatives have a clear picture of what might have gone wrong.

We use intelligent call systems to recognise the location of the caller, and we respond accordinglyin order to maximise levels of ‘right first time’ fix.

Mears 24/7 has the ability to queue and manageemail contacts exactly like telephone calls. Additionally we can also set up web chat sessionsand offer a call back facility.

Mears 24/ 7 is here to solve any contact centreproblems that you have. We can take care ofyour out-of-hours service, overspill or emergencywork provision. We offer a complete package –take the call, diagnose the issue, issue the work,supply highly trained operatives who will complete the work, provide after-care and continuing maintenance services.

Our achievementsOf the 700,000 repair and maintenance contactshandled in 2014, over 99.83%, were in line withour customers out of hours guidance and scripting.

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Tenant Scrutiny

asert is an independent organisation workingwith TAROE, the Tenants and Residents of England, that assists in improving services andaiding continuous improvement in the housingsector. Our main aim is to empower tenants tobe at the heart of all service, delivery and developments.

asert employ tenants to carry out tenant-to-tenant engagement to scrutiniseand independently assess and verify the services they receive from landlords and their contractors. They all have one thing in common - they are passionate about customerservice excellence. asert recruit, train and employ tenants from local communities; asert are actively supporting people back into employment.

asert want to ensure that the customer journey from beginning to end is the best itcan be and helps landlords, contractors andenergy providers achieve service excellence.Using the experience, knowledge and understanding of tenants asert can cost-effectively improve service provision andincrease customer satisfaction.

Methods of data collection include surveysusing bespoke software, mystery shoppers andface to face surveys.

asert audits identify trends and analysis toshow where contractors and subcontractorsneed to improve, and what changes can bemade to achieve service excellence. Recommendations, suggestions and ideasgenerated are positively considered andadopted where practicable.

[email protected]

www.asert.org.uk

asert

a


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[email protected]


@mearsgroup

Estates and GroundsMaintenance


Our approachMears provides estate management solutionsand looks after hundreds of acres of publicand private land. We ensure the rubbish iscleared, the grass is cut and the shrubs aremaintained. You can see us at work in someof the UK’s finest heritage sites including TheNational Archives at Kew, English Heritage’sKenwood House and Marble Hill Park in Richmond.

Grounds maintenance Our specialist grounds maintenance teams are experienced in delivering large scale contracts.Whether it is cutting grass on a housing estateor an airfield, maintaining the hedges and borders of a sheltered housing scheme ortending to some of the most beautiful gardensin the country, you can rely on our trained experts.

We providen Hard and soft landscaping and

maintenance

n Arboriculture

n Grass cutting

n Upkeep of hard surfaces

n GIS mapping of estates

Estate cleaning We provide a full range of estate cleaning services to the public and private sectors. Our fully trained estate cleaning teams are setup to deliver services to buildings and the surrounding environment on both a plannedand reactive basis. This flexibility enables us todeal with specific situations and emergenciesand maintain a clean and safe environment.

We deliver

n Internal and external cleaning

n Bulk refuse

n Window cleaning

n Graffiti removal

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[email protected]


@mearsgroup

FacilitiesManagement


Our approachMears offers a comprehensive facilities management service to the public and private sectors that embraces the integration of multiple work streams in the built environmentand the subsequent management of their impact. Our portfolio is diverse in nature, clientand technical requirements and covers defenceestates, education, healthcare, public buildingsand commercial office accommodation.

Our servicesWorking to strict quality managementprocesses, we offer solutions to enhance thelifecycle of buildings by collating asset regis-ters, monitoring performance and making recommendations on asset replacement. We are supported by the Mears 24/ 7 contactcentre that operates 24 hours a day, 365 daysa year.

Hard services:

n Planned preventative maintenance

n Reactive repairs and maintenance

n Mechanical and electrical maintenance

n Asset register and lifecycle

n Fabric maintenance and repairs

Soft services:

n Janitorial and cleaning

n Security

n Waste management

n Grounds maintenance

Our achievements n Highly commended by RoSPA for

excellence in health and safety at work inthe Facilities Management sector 2014.

n ISO accredited.

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[email protected]


@mearsgroup

New Homes


Mears New Homes delivers new build housing options to the public and private sector. By combining modern methods of construction with high quality fixtures and fittings, Mears New Homes offers much morethan traditional building contractors.

Mears New Homes specialises in small tomedium scale new build projects from 10 to100 units. We work hard to engage with thelocal community at every stage.

Mears New Homes can deliver housing usingall major forms of construction. These includeoff-site manufacture – a quick, cost effectiveand sustainable construction solution, the useof which enables us to minimise disruption toneighbours.

Using modern methods of construction hashelped Mears New Homes deliver fast-trackedschemes with on site periods as short as 12weeks.

Mears New Homes offers:n Durable high quality homes, comple-

mented by Mears' extended Aftercare and Maintenance Service options of up to 10years

n Value engineered and cost effective construction options

n Use of modern methods of construction to optimise construction efficiency

n Use of environmentally sustainable and recyclable products

n Homes with enhanced internal specifications

n Competitive maintenance and runningcosts

n Homes that are highly energy efficient

n A home adaptable to all life stages

n Improved training and local employment outcomes

10 YEARMAINTENANCE10 YEAR

MAINTENANCEPROMISE

NEW HOMES

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[email protected]


@mearsgroup

Delivering HousingServices


Mears Housing Management offers local authorities a range of solutions that delivercontinuous and demonstrable value formoney. We help clients drive up efficiency andimprove performance, offering solutions thatare sensitive to different housing models andtenures.

Mears Housing Management provides supportacross the following areas:

n Homelessness assessment and advice We can help your reduce your direct operational costs, improve homelessnessprevention and find more cost effectivelong term housing solutions to meet statutory housing need.

n Housing management We can help you deliver individual components of your housing service including services such asincome management, estates management, Anti-Social Behaviour management, key to key void

management, contact centre-based customer services, and out-of-hours customer services. We offer a range of outsourced and insourced solutions.

n Leasehold management We provide professional leasehold management andblock management services and deliverhigh levels of customer satisfaction by deploying experienced staff and fit-for-purpose IT.

n Market rent lettings and managementWe know that local authorities and housing associations are increasingly looking to market rent portfolios to generate incomeand provide for a wider housing need. Weoffer a full sales, lettings and managementservice that ensures you meet your financialtargets along with the aspirations of mar-ket renters.

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[email protected]


@mearsgroup

HousingManagement


Mears Housing Management Services incorporates a wholly owned not-for-profitRegistered Provider of social housing. We offerlocal authorities, housing associations and residential investors a wide range of professional housing and property management options.

Established at a time when it is important to increase supply of affordable homes, we lookto develop housing options through the following channels:

n Section 106 agreements We are workingwith a wide range of investors who arelooking at this route to develop new homesfor rent – thereby unlocking stalled developments and facilitating long term, affordable tenures.

n New build We are working closely with TerraQuest and Mears New Homes to develop end-to-end solutions.

We locate potential development sites, anduse modern methods of construction to deliver homes that are affordable to rent,heat and maintain. In all such schemes, wework carefully to provide maximum valueto landowners.

n Purchase and repair We are working witha range of institutional investors - such aspension funds – that are keen to invest inthe residential sector. We have developed a model that will provide local authoritieswith property portfolios that are sufficientlyflexible to provide a multi-tenure solutionfor housing homeless people.

n Purchase for leasing We are working with a range of investors to facilitate thepurchase of properties specifically for useon Private Sector Leasing and Housing Association Leasing Schemes.

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[email protected]

www.terraquest.co.uk

@mearsgroup

Land Referencing


TerraQuest, part of Mears Group, is the UK’slargest specialist provider of land referencingservices to local authorities, developers andlaw firms. We carry out work in support of infrastructure projects, housing developmentsand regeneration schemes.

We are working to increase awareness of Geographical Information Systems (GIS) technology and its value in the managementof housing stock. By integrating GIS with current systems, we are realising significantsavings and efficiencies in the management ofassets.

A better planning systemTerraQuest has been appointed as the preferred bidder to run the Government Planning Portal. The Planning Portal is an online, one-stop shop for processing planningapplications, with more than 85% of applications in England and Wales now goingthrough that system*.

TerraQuest offers:n Data services to central, devolved and

local authorities

n Data and GIS consultancy to support land and property services in both public and private sectors

n Business and administrative process outsourcing on behalf of the public sector

n Cloud based spatially enabled technology solutions

n Planning Application Services and Validation Services

* https://www.gov.uk/government/news/new-partner-ap-pointed-to-run-the-planning-portal

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[email protected]


@mearsgroup

InsourcingSolutions


Mears Direct provides short-term and long-term operational and specialist support toclients with direct labour organisation and internal maintenance teams.

We can help you meet your key deliverablesand improve your performance. Clients whowant to retain in-house teams can benefitfrom Mears’ business expertise across a number of disciplines:

n Asset management

n Electrical and gas compliance

n Finance

n Fleet

n Health and safety

n HR

n IT

n Operational management

n Organisational change

n Procurement

n Supply chain

n Systematic service improvements

AchievementsIn 2014, Mears Direct secured a second three-year term to work with Epping CountyCouncil, who benefit from Mears’ extensive investment in speciality works order management and IT systems.

Our work helped to reduce the average timeto complete a repair from 33 days to six days,and enabled us to drive a 400% increase inthe number of repair jobs carried out by appointment. This led to increased productivityas the number of repair jobs completed perworking day per operative doubled.

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