Client: Orbit, part of the Orbit Group
We are providing repairs, maintenance and void repair services for residents of Orbit across the Midlands, covering 14,500 homes over an 8 year period. Our area covers Burton in the north, through to Coventry, Warwickshire and Stratford Upon Avon, then into Rugby, Northampton and Milton Keynes.
Key Successes
- We introduced a Quick Response Team, which reduced complaints (36% reduction in three months), improved customer satisfaction (from 92% to 97.5% in three months) and improved productivity.
- In Partnership with Orbit, Warwickshire County Council and other community groups, we engaged with local young adults to upgrade a youth centre and allow them to gain a host of new skills.
- We were asked by Warwickshire County Councils Targeted Youth Support Team to support young adults who had become disengaged / excluded from school. The sessions we provided focused on health and safety, practical skills and wider awareness of education and training.
Works include:
We regularly provide support to manage avoidable call outs. For example, we produced a user’s guide to controlling air and ground source heat pumps in response to high volumes of user error repair requests.
"This is the first time that Orbit has appointed a supplier for this length of contract. As well as offering value for money for our customers, Fortem are employing local people, using local trades people and offering apprenticeships" Nick Melling from Orbit
