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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).
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Art of Living • Video • What is the Art of Living (Group’s Vision & Mission etc) • Day to day R&M operation • AOL examples • Questions
Repairs and Maintenance... • 29,000 properties • Based in Sunderland • 260 trades fully trained tradesmen • 94% customer satisfaction (Jan 14)
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.. Commerciality AOL
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
