Osborne, one of the UK’s leading construction and property services companies, is now looking after Peabody’s responsive repairs service.
The new contract means that residents will be offered a better service when they request a repair. Improvements include:
- Flexible appointment times: appointments between 8am and 8pm, Monday to Friday and 8am to 12 noon on Saturday
- Two-hour time slots: appointment times will be allocated in two-hour slots during weekdays. This will mean reduced waiting times.
- Appointment confirmations: all appointments will be made when the repair is first reported and a text message sent to the resident to confirm.
To celebrate the official exchange of contracts this week, staff and residents came together in Peabody’s head office in Westminster Bridge Road, London.
Ushering in a new era: Steve Howlett, Peabody's CEO, left, with Nick Sterling, Managing Director of Osborne's Property Services Sector
Speaking about the new service, which came into operation on 17 May, Peter Mercer, Peabody’s assistant director of building maintenance, said "This is a big step forward for Peabody and its residents but the really hard work starts from now on to ensure we fully deliver what we’ve promised and owe to residents."
Residents have been fully involved in the consultation process. Martin McNelis, who at 60 has lived with Peabody all his life, said: "I live on an estate in Wandsworth but I've lived on the Clapham estate, and on Old Pye Street in Westminster. I've seen changes throughout the years.
"In the past, we were informed but not involved. This time we were invited to participate right from the start. We were given every single piece of information. We've been on an equal footing with Peabody staff right up to the directors. It's been done jointly all the way through from beginning to end."
Mr McNelis is optimistic about the new contract. "I think the service will offer a big improvement ... This is a real partnership between Peabody, Osborne and residents. I can't see why it won't be successful, to be honest."
Residents’ panel member, Marguerite Scott said: " I'm very pleased to have been involved. I feel I can represent the needs of disabled people and older people. I do feel that it is going to be a great move forward."
- Residents wishing to request a repair can call Peabody Direct on 020 7021 4444 or 0800 022 4040 (free from landlines) They can also email: peabody.direct@peabody.org.uk or go through Tell Peabody on the Peabody website. Alternatively, they can use the secure online area, My Peabody. Note that market rent and key worker residents will have access to these repair services shortly.
Have your say: do you have feedback about the new Osborne contract? Send your comments to info@peabody.org.uk
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