Caerphilly’s Housing Repair Operations Team Scoops National Excellence Award

Caerphilly county borough council’s Housing Repair Operations Team has scooped a major national award after judges agreed they are leading the way in the UK. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

The team won the title of Britain’s ‘Best Performing’ authority in the Building Maintenance category of the Association for Public Service Excellence (APSE) Performance Networks Awards 2016. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

The awards recognise councils that have shown an exceptional commitment to frontline service provision. Cllr Dave Poole, Caerphilly’s Cabinet Member for Housing said, “This is well deserved recognition for such an outstanding team. Our Housing Repair Operations Division work hard to ensure that Caerphilly Homes are maintained to the highest standard and this commitment is reflected in this prestigious award.” ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

Last year, the team completed over 31,000 repair requests, which included over 7,500 emergency calls during the 2015/16 period. Staff and maintenance operatives are embracing new technology and undertake mobile working to improve efficiency and customer satisfaction. The service has listened to its customers and made a number of changes aimed at improving service delivery. When tenants report a response repair they can expect to be offered a fixed appointment time for either a repair or survey to be completed which is followed up by text alert confirming the appointment date and time, a follow up text reminder is also sent 24 hours before the appointment time. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

APSE Chief Executive Paul O’Brien said, “The winners and finalists of these awards are proof that, despite the squeeze of austerity and continuous budget cuts, local councils can still offer excellent frontline services that successfully serve their communities. It is a pleasure to be working with these innovative, determined champions of local government.” ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

The winners of the awards were presented by journalist and broadcaster Lucy Siegle at the APSE performance networks seminar 2016 in Blackpool. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​