NEWYDD OPERATIONS

ACTIVELY

HARNESSED THE POWER OF CONNECT TO SCHEDULE AND DELIVER REPAIRS ,

EXTENDING ITS USE ACROSS

VARIOUS BUSINESS AREAS . developed a business case for the DLO ’ s expansion into a full subsidiary company , established in 2018 . This expansion required speedy recruitment and training of staff at various levels , procurement of a vehicle fleet , sourcing supply chain partners and implementing a mobile working solution .

Totalmobile helped Newydd complete this transition . Critical drivers for bringing the service in-house included a desire to heighten tenant satisfaction by employing a consistent workforce and achieving better value for money through in-house maintenance and direct supply procurement .

Key challenges

Newydd faced several challenges while delivering maintenance and other services , including :

• Issues with staff recruitment and retention

• Managing different employee cultures from various methods of employment

• Transitioning to mobile work and managing that change

• Arranging van stock deliveries and zoning areas

• Ensuring right-first-time repairs

To address these challenges , Newydd hired experienced managers from the housing and private sectors and equipped them with Totalmobile ’ s solution for work visibility and access to all necessary job information . Newydd operations actively harnessed the power of Connect to schedule and deliver repairs , extending its use across various business areas .

It implemented SMS and email communication for tenant appointments and feedback and introduced an improved system for replenishing van stock .

Key outcomes and results

Deploying Totalmobile ’ s solution led to numerous positive outcomes for Newydd Housing Association . Notably , multiple workstreams previously subcontracted were brought in-house .

Employee retention improved , with voluntary turnover reducing by 2 % in 2022 / 23 and management receiving over 1,000 positive comments from tenants . Resource zoning resulted in more efficient travel and more jobs completed per day , while gas servicing programmes improved through monitoring ’ no access ’ visits .

Repair appointments significantly boosted service efficiency , with every repair , inspection and planned work now followed by SMS / email confirmation , a reminder and a customer satisfaction survey . Live KPI dashboards tracking repairs and maintenance allowed Newydd real-time visibility into its organisation ’ s operations .

Combined , this resulted in the following :

• 96 % of appointments made and kept

• 98 % of emergencies completed on time

• 2 % reduced voluntary turnover

• 97 % customer satisfaction

Looking ahead

Having recognised the benefits of a 360 view of tenancy , Newydd is now expanding this approach to other business areas , such as voids , estate inspections and housing teams . Mobile working is being introduced to maintenance supervisors , surveyors , the asset department and the compliance department , with a vision to utilise a single solution for asset management and lone worker devices . �

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