Raj Nar, General Manager TCH Repairs reflects on the journey of TCH Repairs
Published 2nd December 2024
TCH Repairs marks an impressive two-year milestone as a pioneering joint venture in social housing repairs and maintenance. This unique partnership between Town & Country Housing and Fortem stands out in an industry where such collaborations are rare—one of only two, according to Locarla.
As we celebrate this milestone, it’s essential to look back at the journey, challenges, and accomplishments that have shaped TCH Repairs into a success story in the industry.
A Unique Joint Venture in a Changing Landscape
The repair and maintenance industry has seen a reduction in joint ventures, making TCH Repairs a rare example of a successful partnership. This setup offers distinct advantages, allowing both partners to leverage shared resources, experience, and an aligned mission. Though joint ventures can be challenging, TCH Repairs’ commitment to an integrated vision has provided a foundation for growth and distinction.
TCH Repairs has faced various challenges, but these have only strengthened the team’s resolve and commitment to their mission to improve the standards in social housing.
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Alignment of Team Values and Vision
With staff members coming from different backgrounds and experiences, creating a cohesive team aligned with the company’s values was a significant challenge. To address this, TCH Repairs instituted monthly toolbox talks, fostering open communication and unity among staff. Senior leadership played a direct role, openly sharing “lessons learned” and emphasising the company’s evolving approach. A Vision, Mission, and Values workshop held in August solidified a sense of purpose across all departments, contributing to a record-breaking 83% engagement score—a remarkable achievement for a joint venture in its early stages. -
Managing Winter Operations and Regulatory Changes
Mobilising the contract in winter added another layer of difficulty, with increased demand and evolving regulations on issues such as damp and mould. TCH Repairs quickly adapted by onboarding additional staff, tweaking processes, and prioritising complaint management. This response demonstrated agility and commitment to regulatory compliance, with resources redirected as needed to manage customer expectations effectively and uphold service standards. -
Financial and Cultural Adaptation
Operating within budget constraints while adjusting to the dynamic needs of a joint venture presented another challenge. Budget reallocation due to unexpected regulatory expenses impacted the initial business plan, requiring adjustments to meet evolving demands. Despite these constraints, TCH Repairs ensured transparency in communications and cultivated a culture of agility, enabling the team to adapt to new priorities without losing sight of the overarching mission.
Added Value and Future Prospects
As TCH Repairs looks forward, the future is rich with opportunities for growth and expansion. The merger with Rosebery and collaboration with Peabody highlight the potential of TCH Repairs to offer added benefits beyond traditional contractor relationships. For instance, TCH Repairs now provides Rosebery with materials, health and safety support, and improved resources through the company’s enhanced buying power—an added benefit that brings value to all involved.
Looking ahead, a key focus will be ensuring financial sustainability, including planned initiatives such as expanding services, particularly in voids and responsive repairs. The Joint Venture also provides the opportunity to deliver more for the local communities through apprenticeships to Town & Country residents and the continuation of the positive social value projects.
A Culture of Family and Commitment
TCH Repairs is more than just a workplace; it’s a family. This strong culture has been central to success. Emphasising respect, collaboration, and mutual support, the team has created a close-knit environment where everyone feels invested in the venture’s success. This familial approach, combined with a shared passion for problem-solving and innovation, has been a vital part of TCH Repairs’ culture and accomplishments.
Looking to the Future
The journey has been challenging but the leadership team remains committed to fostering growth, improving service quality, and continuing to build a partnership that prioritises both people and service.
As TCH Repairs enters its next phase, the team is more determined than ever to enhance service quality, prioritise community impact, and continue building a unique partnership that people, service and community.
For more information on our repairs service visit www.fortem.co.uk
