Notting Hill Genesis R & M Framework

Framework: Repairs and Maintenance 2025-2040

Ranking first (with a total score of 96.36%) we were awarded the East Lot (covering London, east London and the East) on NHG’s £1.5 billion 15-year framework which aims to improve Notting Hill Genesis’ overall repairs service to residents in NHG’s four London regions (north, central, east and west) each with around 10,000 homes and needing about 40,000 repairs annually.

Notting Hill Genesis appointed three new contractors (including us) to deliver a new and improved repairs service designed with input from over 1,000 of their residents. They emphasised accountability and service improvement with live visibility of repairs, stronger customer focus with follow up work booked before operatives leave residents’ homes, faster defect resolution, resident reassurance through clear ID, quicker complaint handling (48 hours) as well as clear consequences for underperformance.

Criteria included:

• Service structure and coverage 
• Resident experience
• Supply chain management 
• Tradesperson recruitment 
• Mobilisation ability 
• Social value provision
• Sustainability and waste management
• ICT capability
• Approach to managing commercial

 “These new arrangements will give us the tools to monitor and manage repairs performance more effectively than ever before, ensuring we deliver the high-quality service our residents expect and deserve” – Patrick Franco, Chief Executive, Notting Hill Genesis