Orbit, one of the UK’s leading not-for-profit housing providers, is reshaping its repairs and maintenance services as it works towards its 2030 ambition to provide amongst the best customer experience of any housing association in the country.
Orbit worked closely with customers to shape the new service, which is part of its Everyday Excellence transformation programme, and includes the appointment of new repairs and maintenance partners across five of its operating regions and the in-housing of responsive repairs in the Midlands.
The new arrangements will take effect from April 2027, when Orbit’s current contracts end.
Scott Rutherford, Chief Property and Transformation Officer at Orbit, explains: “We’re transforming the way we deliver repairs to put customers at the forefront and support us in providing a truly efficient, ‘right-first-time’ repairs experience that delivers consistently good outcomes for customers.
“We’ve been working closely with customers during our procurement process over the last 12 months to ensure our new approach meets their needs now and in the future, including introducing service improvements such as shorter response times and appointment windows.
“Our customers have also told us that they’re keen for us to explore some element of in-house repairs and maintenance service, which is why we’re taking our repairs, maintenance and empty homes services in-house in the Midlands. We’ll be working with our customers to finalise this service to ensure it provides what they need and value most from us, and will be supported in the development and transition to a fully operational service by our longstanding partner, Fortem.
“We’ve also brought together exceptional talent from both within and outside the sector to our property senior leadership team. I’m confident that their expertise, alongside my own experience in establishing and operating the largest in-house repairs team in the sector in my previous role at Travelodge, stands us in good stead to ensure we can innovate, transform and deliver our new repairs and maintenance services at pace.
“Our focus now is on continuing to support our customers and getting plans in place to ensure a seamless transition.”
Orbit has divided its repairs service into two parts; responsive repairs and empty homes, and major repairs and overflow.
Ian Williams will deliver responsive repairs and empty homes in East Anglia and in Sussex, Surrey and South, with TCL Group carrying out major repairs and overflow in both regions.
In London and Bexley, Cardo South will deliver responsive repairs and empty homes, and Burton Build will carry out major repairs and overflow.
Across Stratford and South Midlands, and Central and East Midlands, Orbit will deliver responsive repairs and empty homes through its own new in-house repairs service, supported by Fortem as a managed service partner. Under the agreed transition arrangements, employees will transfer into a dedicated subsidiary, established for the delivery of these services. Fortem will continue the delivery of the service during the transition period, drawing on its specialist expertise, operational experience and established teams.
Hardyman Group will carry out major repairs and overflow in Stratford and South Midlands, and Central and East Midlands.
This approach provides a structured transition for both colleagues and customers, retaining the skills and experience that have been built over many years while giving us time and support to establish our future service.
Each partner will also work from a base in the region it serves, helping to reduce travel time and lower carbon emissions.