How Notting Hill Genesis delivers award winning tenant services with Plentific..
Notting Hill Genesis has been working to transform its service delivery,
with the goal of offering residents a modern, efficient service.
About Notting Hill Genesis (NHG).
NHG has been providing homes for those who need them for more than 50 years. Its roots reach back to the 1960s, conceived by local people who shared a similar vision — to house west London’s working poor, providing them with a home from which to build themselves and their families a secure future. NHG is a member of the G15 group of major housing providers in London and the south-east, and owns and manages over 66,000 properties.
Plentific and NHG.
Since a pilot that commenced in January 2018 — initially with 2000 units on the Plentific platform — our work with NHG has expanded to 50,000 properties in its portfolio. We’ve maintained a few key areas of focus throughout: developing an enhanced repair offer for residents, harnessing local communities for a flexible offering and utilising a wealth of performance insights for data-driven decision making.
Working with Plentific: Key facts and figures.
We worked closely with NHG’s teams to access our dedicated marketplace of local suppliers; and with a wealth of work order management tools at NHG’s disposal, the housing provider is now able to manage its entire repairs and maintenance process on one single dashboard. Here’s why they chose Plentific as their ultimate solution:
A trusted digital partner.
We’ve added flexibility into NHG’s repairs services while generating robust data to drive decisions. In doing so, they’ve improved automation of services. Over 35,000 jobs were put through to the Plentific marketplace in the 2019/20 financial year — with works ranging from minor day-to-day repairs to void works and roof replacements. Data from every single job has helped prioritise service delivery for residents who need it most, as well as drive decisions around contractor capacity.
“Best service I’ve ever had. I’ve gone from being on hold for up to an hour, to my call being
answered within 2 minutes and the job being done on the same day!”
Tenant | Notting Hill Genesis
The flexibility of our platform seamlessly integrated into NHG’s operations and existing systems. It's one that can scale up to manage thousands of properties across several different businesses contained within NHG, and our dedicated marketplace is trusted as the default supplier for several of these. With strong data from the platform and marketplace, we’ve helped reduce average repair costs on a monthly basis.
Enhanced service delivery.
NHG wanted its repairs service to be resilient enough to cope with demand fluctuations. To be nuanced enough to prioritise cases. To be efficient enough to speed up average completion time and offer the flexibility needed to adapt to resident needs. Using Plentific, 91% of repairs are completed first-time. Plentific’s clear and transparent quote variation means that NHG teams have accurate indications of costs at all times.
An innovative, flexible supply chain.
Our solution helps NHG address a backlog of work-in-progress jobs alongside its existing DLO. And with that, they’re able to scale up or down to meet demand easily and manage overflow whenever required. DLO teams receive jobs through the Plentific platform allowing overflow to be routed to the open market, improving turnaround times and reducing a backlog of cases. As an example, NHG’s DLO operated seamlessly alongside 487 trade businesses sourced from Plentific’s dedicated marketplace of local contractors in the 2019/20 financial year.
“Plentific offers a streamlined digital approach for maintaining properties that will
save a great deal of valuable time and resources.”
Andy Belton | COO | Notting Hill Genesis
NHG now has the ability to offer greater opportunities for local independent professionals and Tier-1 partners alike. This has helped support not only residents, but contractors too in this critical time of need. The platform has provided a valuable tool for professionals laid off as a result of Covid, which will continue to be relevant with the emergence of a second spike.
Want to learn more about how we work with clients like NHG to achieve simpler, smarter property repairs, maintenance and management? Download our guide below.