New Gorbals Housing Association

Project Description

New Gorbals Housing Association provide nearly 2500, homes in an area that stretches South West from Glasgow city centre along the Clyde Canal. Their housing stock includes flats, deck access properties and traditional Glasgow tenements.

Reactive maintenance

This included:

• Plumbing
• Plastering
• Joinery
• Electrical
• Painting
• Tiling
• General labouring
• Power washing
• Roofing
• Blacksmith
• Brick laying
• Glazing
• Void property refurbishments
• Medical adaptations

“99.8% of emergency repairs were completed within 4 hours of initial contact”

2016 data of 548 emergency repairs delivered

Supporting local recruitment

The volume of work created on this project encouraged us to source and develop a local workforce, with several of our painters being New Gorbals residents. We believe recruiting and nurturing our own core of locally sourced tradesmen, from apprentice level through to management is essential in achieving the proactive and high-quality service our Client’s and their tenants expect. Our local team included:

• 11 operatives
• 2 apprentices

Resident Liaison Officer

Our dedicated Resident Liaison Officer (RLO) is vital part of our tenant engagement strategy providing a consistent point of contact for tenants in the community. This essential element of our service provides tenants with a familiar point of contact who will:

• Listen to and understand their needs unique needs and requirements
• Deliver community benefits
• Support vulnerable tenants

A consistent point of contact, easily contactable and dedicated to tenants needs ensures queries are acknowledged promptly. The Bell Group’s RLO is mobile and highly visible within the community and can be approached by residents at any time, while following Covid-19 social distancing guidelines. For vulnerable individuals our RLO is often a vital connection to our service and essential to resolving barriers to communication.

“100% tenant satisfaction with standard of workmanship in their homes “

2016 customer satisfaction survey of 102 tenants

Medical adaptations

Our dedicated RLO provides a vital role in discussing medical adaptations with tenants, proactively engaging them to understand their unique needs. Our RLO:

• Explains the works which will take place
• Answers any questions
• Provides a regular point of contact to alleviate tenant concerns

The RLO can also be used to inspect completed works and ensure they meet the required standards by carrying out satisfaction surveys. This people focused engagement approach ultimately delivers a smoother works progress for both the tenant and contractor.