Contract synopsis
We have been working with the DIO since 2002 and are currently offering a total facilities management contract to their housing portfolio.
What do we deliver?
Defence Estates (DE) is responsible for managing the military estate, including accommodation for Service Personnel and their families, on behalf of the Ministry of Defence (MoD).
The DE is responsible for providing Service Family Accommodation (SFA) in England, Scotland, Wales and Northern Ireland. This includes the management of around 50,000 properties, major upgrades and other improvements, providing a comprehensive repair and maintenance service, and managing allocation as service personnel move in and out of properties.
We deliver hard FM services which include:
· Electrical installation condition reports
· Landlords gas safety certification
· Condition surveys
· Redecoration and refurbishments
· Lifecycle replacements of kitchens, bathrooms,windows, carpets and heating systems
· Landscaping and gardening services
· Reactive response to any domestic issues
· Provision of a 24-hour helpdesk for all tenants
· Daily security checks on void properties
We have an in-house team of engineers to deliver these services and work closely with our clients and tenants. We also offer a dedicated housing officer to support tenants through the move in and move out process.
What are the outcomes?
We work continuously to help DE meet its objectives and obligations to service personnel. The evidence is visible in the KPI results we have achieved and in the satisfaction feedback received, demonstrating a high quality service on a ‘right first time’ basis.
Our experience has taught us that a right first-time service significantly improves customer satisfaction by reducing disruption to occupants and enhances cost benefits for the client through greater efficiency,productivity and value for money.
Recent KPI results:
· 100% of Mears Emergency repairs within timescales
· 100% of Mears Urgent repairs within timescales
· 100% of Mears Routine repairs within timescales
