Transformed repairs performance at River Clyde Homes

River Clyde Homes’ Maintenance Team has delivered a step change in performance improvement making it one of the top achieving housing associations in Scotland.


8 June 2018

New figures confirm a major turnaround in performance over the past 12 months. The average time to complete an emergency repair has fallen by 7 hours, to a current average of just over 3 hours. It now takes an average 2.7 days to complete non-emergency repairs compared with the previous 7.5 days.

Getting the job done in one visit has also improved dramatically with now almost 98% of all repairs completed ‘right first time’.  

Gary Wilson, Executive Director of Property at River Clyde Homes, said: “The team has placed a strong focus on putting the customer first. This means getting repairs done quicker, keeping appointments and getting the job done in one visit where possible. As well as the improving performance we have also seen a significant improvement in productivity and in making the service more efficient.”

He added: “I consider this to be quite an achievement in such a short period of time and my thanks go to the entire team for pulling together to make these improvements. Recent feedback from customers indicates they appreciate the services we provide and there has been a 75% reduction in the number of complaints received last year, compared to the previous.”

Measures to further improve performance and productivity will be introduced over the next 12 months. These include a new joint venture with the Grafton Group, one of Europe’s biggest supplier of building materials, a new work scheduling system to support workforce planning, new vehicle fleet and the completion of multi-skilling training for trade operatives.