Send and Mend team launched
On 12 June B3 Living (B3L), previously Broxbourne Housing Association, announced their rebranding, and launched Send and Mend, their new in-house repairs service created by Just Housing.
The DLO was set up following an audit carried out by Just Housing, which recommended exploring the option of bringing repairs in-house to improve the standard of service for residents.
Staff from across the organisation and residents helped redesign a new service model. The project was completed on time and on budget, and included the purchase of new offices, vehicles, IT system, materials supply chain, and the TUPE transfer of staff from the previous contractors.
John Giesen, CEO of B3L says: "It is with immense pleasure that I was able to announce to our staff both the rebranding of Broxbourne Housing Association to B3 Living, and the launch of our new in-house repairs team, Send and Mend. We worked successfully with Just Housing scoping what our residents wanted and how best to deliver it. They helped ensure the new DLO was fit for purpose to provide a first class and personal service for our residents."
Just Housing Director, Keith Simpson says: "Anyone considering bringing their repairs service in-house, should look no further than B3 Living for an example of how to do it. The whole process, from concept, to project plan to completion, has been seamless, and has enjoyed the support of everyone from the CEO down. The involvement of the repairs team in redesigning the service meant they had a clear understanding of their roles, and ownership in making it a success. Along with the introduction of rebranded uniforms, there is now a new culture and ethos."
Photo (l-r): Keith Simpson Business Development Director Just Housing; Sandra Royer Chair B3 Living; Mike Wilson Just Housing Project Manager; John Giesen CEO B3 Living; Bill Finch Send and Mend Manager.