Early in September we launched our new domestic heating and hot water contracts.
The contracts cover the heating servicing and repairs for all rented properties and unmetered sites, as well as both planned and reactive boiler and heating replacements.
The new contracts are part of our commitment to provide residents with better homes that are a safe, warm, comfortable place where they can enjoy life.
If these new contracts affect you and your home, we will have written to you at the beginning of September with details of which of our heating and hot water partners you need to contact in the event of something going wrong with these services in your home.
The contracts include a range of new measures to help increase the quality of service delivered to residents, including:
- Flexible appointment slots – residents are now offered four-hour appointment slots on mornings, evenings and weekends to make it more convenient for you
- Incentivised performance – contractors will receive financial bonuses/penalties based on their performance against the contractual key performance indicators
- Co-branding – 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 have staff working at our offices three days a week to help us work more efficiently for our residents
- Apprenticeships – the contractors will provide apprenticeship opportunities that will be available to residents and the schools in the areas where we work
- All making good and enabling works included – the contractor will make good any holes made or damage caused by any work taking place or cut holes or lift floorboards if required at no extra cost
The contractors
The new contracts are split across two lots:
- Lot 1 – All our social housing homes
- Lot 2 – All other rented homes and unmetered heating sites
Lot 1 contractors
Following a thorough procurement process which included both staff and resident consultation, the three lot 1 contracts have been awarded to K&T Heating, Watret and BSW. They each cover a different region so it’s important you check the letter we sent you at the beginning of September for the contact details of the one that services your home.
Lot 2 contractor
The lot 2 contract has been awarded to BSW. They will operate across all of our supported and temporary housing, market rent, keyworker and student let homes, as well as unmetered commercial/communal heating systems.
