Using your input, we’ve appointed new electronic security contractors to improve the repairs and maintenance of things like intercoms and electronic doors.
Last summer we asked you to fill out a survey asking for your views on our current repairs service and what needed to change. Over 1,500 of you responded giving us a wealth of information to work with.
Some of the questions in that survey related to electronic security repairs and, more specifically, your experience of things like electronic door and intercom repairs.
Electronic security is the general term we use for access control, warden alarms, CCTV, powered doors and TV aerials. We understand that getting the repairs and maintenance of these things right is key in helping our residents feel safe in their homes.
We then ran a workshop with interested residents to delve deeper into their responses to that survey.
We also asked colleagues in our operational teams for their views, as they often have to deal with the fall out following poor service from contractors.
Finally, we sent an open survey to suppliers who deliver these kinds of services asking them about their capabilities, what’s new and innovative in the field and if our proposals made sense.
We used all this valuable input to shape our service specification for the procurement process. Interested contractors had to tell us how they would meet these specifications and deliver an A grade service for our residents.
Operational colleagues then helped us score tender submissions and attended and scored contractor interviews along with one of our involved residents.
The new contractors
The new suppliers who came out on top following the procurement process are OpenView, who will cover a north and outside of London region, and EA-RS, who will cover a south region. Depending on where you live, one of these contractors will visit your home if you need a repair completing on things like your door entry system. Their new contracts will go live on Thursday 15 May 2025.
You should continue to report any repairs needed via My Account or your local officer.
The two contracts are part of a framework agreement we have created for electronic security services, which means we also have a further three suppliers waiting in the wings if needs be.
A ‘framework’ allows us to a agree a set of terms, pricing and quality of work with multiple suppliers. By having this in place we’ll not only get the best value for money but also enjoy the flexibility to quickly change to a different supplier if one of the contractors isn’t performing to a high enough standard.
Benefits of the new service offer
Some of the things we’ve added to the contract specification based on your feedback are:
Flexible appointment slots – residents will be offered a range of appointment slots, including weekend and evening availability. Those slots are Monday to Saturday 8am to 12pm, 10am to 2pm, 12pm to 4pm, 2pm to 6pm, 4pm to 8pm, and Sunday 8am to 12pm.
A more personable and accountable service - all operatives visiting our homes and estates will have co-branded identification badges, uniforms and vehicles so residents feel safe knowing they are representing Notting Hill Genesis.
Improved communication – contractors will be required to have staff working from our offices fortnightly to help us work more efficiently for residents.
Incentivised performance – contractors will receive financial bonuses/penalties based on their performance against the contractual key performance indicators.
We would like to take this opportunity to thank all the residents who got involved in this process, particularly those who attended the workshop sessions. Your input was invaluable in shaping a better service.
