Notting Hill Housing Trust - Chartered Institute of Housing PDFs/Repairs and Maintenance... · Notting Hill Housing Charlotte Semp ... For Notting Hill Housing: 73% tenants have access

Notting Hill Housing

Charlotte Semp – Director of Strategy

and Investment

Notting Hill Housing

Future Proofing your Repairs Service

What will your repairs and maintenance

service look like in 5 years’ time?

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Content

• Operational context for NHH

• What our the challenges?

• What does the future hold?

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Notting Hill Housing

Current Service Provision

Operational Context for NHHt

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REPAIRS & MAINTENANCE FRAMEWORK

LOT 1

RESPONSIVE REPAIRS

5 CALL OFF CONTRACTS

LOT 2

PLANNED MAINTENANCE

5 CALL OFF CONTRACTS

Inner W 1

Inner W 2

Outer West

North/East

South Inner W 1

Inner W 2

Outer West

North/East

South

MEARS BREYER WATES WATES BREYER WATES WATES AXIS AD AD

Operational Context for NHH

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• Future Provision

• Increasing stock

across London

• Different Tenures

• Estate

Management

What are the challenges?

Challenges

• Regulation

• Affordability

• Sustainability

• Technology

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Challenges - Regulation

• Co-regulation

• Meaningful Resident involvement

• High quality Board

• Value for Money

• Financial Viability

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Challenges - Regulation

• Land prices – increase

by up to 20%

• Construction prices up

20% in last 12 months

• Reduction in grant

funding

• Financial viability v Rent

Levels

• Joint ventures & larger

schemes to make them

viable

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Challenges – Active Asset Management

• High Investment Voids

• H&F & RBKC

• One Bedroom

• Options for Market Rent Conversion….

• Complexity of mixed tenure blocks

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Challenges – Sustainability

• Legislative and policy requirements

• Energy efficiency

• Cost for NHH and for customer

• Complex ‘kit’

• Side effects – overheating

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Challenges – Sustainability

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Addressing Fuel Poverty

SAP ratings

Cavity Wall Insulation

Heating Provision

Technology

Technology

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Delivery

Usage in UK:

87% internet penetration

68% smartphone penetration

1 in 3 children have their own

tablet

For Notting Hill Housing:

73% tenants have access to

the internet

90% aged under 35, 82%

aged 35-59, 46% aged 60+

All leaseholders have access

Insight

What do we know about our

customers?

What does the future hold?

Future Service Provision

• How will customers report repairs

• Consider remote monitoring & diagnostics

• Create low maintenance homes

• Prepare for new technological

installations

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Reporting Repairs

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• Using smartphones,

residents take photos of

problems

• Report to the local

municipality for review and

repair

• Links to the existing Esri®

GIS database

Case Study – Connecticut – SeeClickFix

http://www.esri.com/library/brochures/pdfs/gis-citizen-engagement.pdf

Remote Monitoring & Diagnostics

• Diagnostic software runs across a

broadband Wi-Fi connection,

making it possible for a technician

to be able to monitor and re-set the

relevant controls remotely

• Remote Monitoring of:

– Fire Alarm Systems

– Warden Call

– Door Entry

– Lifts

– Heating systems

– CCTV

– Solar Panels

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http://www.cytexone.com/residential/remote-monitoring-and-repair

http://www.scotshield.com/scotshield-fire-security/scotshield-fire-a-security-market-sectors.html

Remote Monitoring & Diagnostics

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Case Study – Burnerw@tch®

• A boiler enabled for remote

diagnostics (retrofit diagnostics kit)

• A radio transceiver that is linked to

the boiler & the room thermostat

• A gateway, connected to a normal

telephone line, that communicates to

the radio frequency (RF) transceiver

of the boiler (connects to a computer

server through the internet)

• Server software that collects,

processes & presents the data for the

user

http://ecc.emea.honeywell.com/oem/combustion/residential_heating/boilers/remote_controls_diagnostics.htm

Low Maintenance Homes

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• How do we reduce repairs to create low

maintenance homes?

Low Maintenance Homes

Kitchen Failure Order:

• units and drawers

• taps

• flooring

• worktops

• tiles

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Bathroom Failure Order:

• toilet (new installations)

• shower over bath

• taps

• bath

• sink

• flooring

• tiles

Low Maintenance Homes

• Understand our homes

• Improve components

• Educate tenants

• Share data with other Housing

Associations

• Exploit buying power

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New Technologies

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Back to the future….

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Any Questions?