Total Asset Management Contract

Our 14-year Total Asset Management Programme for Swan ensures not only that their properties are kept safe and comfortable for Swan’s residents now but also that their portfolio of assets is future proofed. Value engineering capabilities and negotiations with our supply chain systems mean we are able to bring clear cost efficiencies to the programme. Surveys and sophisticated data analysis created a strategic asset management plan for our client based on transparent information to design and secure the best future for their portfolio of assets – Christopher Houlihan, Divisional Manager

We have a long-term partnership with Axis Europe for all our standard repairs and maintenance activities which allows for longer term service planning and a commitment to continuous improvement in both service delivery and efficiency… The implementation of a new planning and scheduling tool by our repairs partner Axis has made a significant impact and has enabled resources to be deployed appropriately during the COVID-19 lockdown period – Swan’s Annual Report 2019/2020

Types of properties

Types of properties include residential flats and houses including bungalows and high rise blocks. Tenure includes social rent, shared ownership and Supported Schemes. We are also responsible for three 3 NHS Accommodation Schemes(Romford 700 properties, Colchester 223 properties and Chelmsford 367 properties) as well as Swan’s 1,068 Newham PFI properties.

Evidence of our achievements

In 2021 despite the restrictions placed upon the business by COVID-19 Axis completed:

• 30,333 responsive repairs
• 6,810 communal repairs
• 34,554 repair appointments
• 6,981 gas appliance and system faults
• 6,890 gas appliance services
• 14,818 gas breakdown and service appointments
• 4,329 service and inspection visit to achieve statuary or regulatory compliance
• 58,311 phone calls answered
• 37,755 emails received/actioned
• 99.9% repairs of which 96.7 were competed on target

Our relationship with Swan has always been very open. That has created a culture of honesty and openness. So, similarly, I am always up front with residents. I keep them up to date and if anything goes wrong, I always tell them ‘I cannot change what happened, but I will work hard to make it right for you ’ – Dawn Willis, Customer Service Manager

To earn residents’ trust I always try and be respectful. I respect residents’ homes and keep them all informed, keep them updated as to where we are with their project –which is mostly installing kitchens and bathrooms –  Kathy Pilkington, Resident Liaison Manager

In addition we achieved

• 92% resident satisfaction with the most recent repair – 95.5% of our appointments were made and kept.
• 100% Gas Compliancy
• 5 Days Void Works so that turnaround for Swan from key return to re-let = 14 days

Responsive and planned repairs include

• Boiler Repairs
• Heating and hot water to domestic and communal systems
• Storage and convection heaters
• Repairs to kitchens and bathrooms
• Guttering
• Roofing
• Plastering and decorating
• Sanitaryware
• Emergency repairs including burst pipes and leaks and faulty electrical fittings
• Voids reinstatements
• Aids and adaptations
• Electrical Works
• Kitchen Replacement
• Bathroom Replacement
• Central Heating Upgrade
• Window & Door Replacement
• Re-Wiring
• Roof works
• Fire Risk Assessment
• All Mechanical and Electrical Services
• Preventative Maintenance Inspections
• Statutory and regulatory inspections
• All type of specialist work including damp remediation, abseiling and asbestos removal

Cyclical Works include

• Bathlift/Rise Fall Shower Bench
• Boosted Cold Water
• CCTV
• Hoists
• Stair Lifts
• Portable Fire Equipment, Fire Alarms, Sprinklers, Detection Equipment and Smoke Ventilation Systems
• Emergency Lighting
• Communal Heating Systems
• Underground Bins
• Legionella Control
• Wet or Dry Riser Systems
• Passenger Lifts
• Showers and toilets
• Foul Water Pumping Station
• Lightning Protection
• Mechanical Ventilation
• Man Safe Systems

Value engineering

Value engineering, promoting the substitution of materials and methods with less expensive alternatives, without sacrificing functionality, ensured that that in the first year of the partnership, Swan demonstrated an annual saving of £185,000 against their annual budget. For example our lift rationalisation programme in 2016 merged 75 lifts into one portfolio and achieved a saving of 50k per annum for five years.

“The partnership with Axis demonstrates a clear value for money advantage through the procurement process without diluting quality –” Terry Bird, Swan’s former Property Services Director

• long term partnerships with our supply chain gain efficiencies
• standardisation of replacement stock components creates savings
• re-tendering price frameworks on lifts, fire services and pumps reduces maintenance and service costs
• Streamlining invoice process and establishing a fixed monthly price for repairs reduced 25,000 invoices to 12 with a single reconciliation process

Community Initiatives

Eight core values underpin the daily business at Axis including Our Value 6: “A community we contribute to will welcome and value us.” We share this value with Swan, and joint projects which have benefited the Swan community include:

• Swan at Christmas: Axis people donated gifts and toys to two Swan causes: Boyes Croft, a sheltered housing scheme for elderly residents and Next Chapter for mothers and children fleeing domestic abuse.
• Garden Redecoration: Axis volunteers upgraded the garden at Swan’s Spencer House, a supported living home for adults with learning disabilities.
• Covid Secure Space: Outlook Care asked Swan if we (Axis and Swan) would create a COVID-19 secure space so the residents at Neave Crescent, a supported living scheme in Romford, Essex, could meet their families.

Community projects include

• Afternoon tea for residents at Oakroyd House, sheltered housing scheme (2018-19)
• Roadshows provide opportunity for residents to meet the contractor, ask any queries and report repairs (annually)
• Joint volunteering day: refurbished the kitchen area of Dobson House, sheltered housing scheme (2017-18)

Fundraising/sponsorship include

• Easter Appeal: Easter Eggs to local women’s refuges including Basildon Women’s Aid, Dove Cott House & St Luke’s Hospice (2018-19)
• £500 towards Essex Pride (2019-20 and 20-21)
• £2,000 towards Swan’s annual resident conference ‘Swanfest’ (annually)
• £2,000 towards Star in the Community Awards (annually)

Axis people

Axis employs over 250 people employed on the 14-year Swan Total Asset Management contract including 150 subcontractors, 30 direct Axis employees/operatives and 70-80 Swan-dedicated office based staff including Call Handlers headed up by Christopher Houlihan, Divisional Manager, with Darren Barlow – Partnering Manager – and  Planned Contract Manager Darren Shipp.

Eight apprentices work on the contract (at any one time):

“Swan residents are a pleasure to work with because they are really welcoming” – Ryan Ogborn, Apprentice Painter and Decorator

“When you do this job, you go into people’s homes. You meet disabled people. You are doing a job that makes their home better, makes their life better” – Bradley Vince, Gas and Plumbing Apprentice

“When I help Swan residents by keeping them updated throughout the whole Repairs process, I can hear that they are genuinely happy: I feel like I have made a difference” – Jadine Johnson, Business Admin Apprentice

“Swan residents are a pleasure to work with because they are friendly, helpful and welcoming” Aaran Neville, Apprentice Painter and Decorator

Swan Housing Association joined Sanctuary as a subsidiary in February 2024. With Swan as a subsidiary, Sanctuary now manages around 120,000 units of accommodation across England and Scotland.

More here