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Service & Maintenance Initiative of the Year

Wrekin Housing Trust – Bringing Gas Service & Maintenance In-house

Service Maintenance Initiative of the Year Wrekin

Having previously employed 100 tradespeople to carry out general property repairs, social landlord Wrekin Housing Trust contracted out all gas works to external contractors.

Customer satisfaction levels were the lowest for gas repairs, however, in comparison with the services provided by the in-house team, so the company decided that it would also bring this into the remit of its workforce.

The exercise required an investment of £75,000 and the company predicts that it will deliver savings of approximately £800,000 a year. This will be achieved through delivering services to properties at lower cost, thanks to the efficient use of labour.

All engineers carry PDAs, carrying out tasks such as completing CP12 forms electronically, with a scheduling tool dealing with the planning and rebooking of service appointments.

The money saved is being used to provide new central heating systems to some of the company’s 14,000 properties. More revenue is being generated by selling the trust’s home-grown software to other organisations.


  • B&ES Publications – Customisable Maintenance Standards
  • Central Heating Services – 100% First Time Fix, Security for Vulnerable Tenants & Dispersed Properties
  • London Borough of Newham – Safety & Service
  • Quinn Radiators – Quinn Heatloss App


Service & Maintenance Initiative of the Year is sponsored by Riello

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