Case Study: The Gateshead Housing Company achieves a one-stop, highly efficient repairs & maintenance service with Kirona

The Gateshead Housing Company creates one-stop repairs & maintenance function with Kirona

The Gateshead Housing Company, a non-profit managing nearly 20,000 homes, brought repairs and maintenance back in-house in 2017 and formed Home Repairs, integrating around 450 staff from Mears and Gateshead Council’s DLO. To manage the increased volume and unify three different working practices, The Gateshead Housing Company selected Kirona and deployed Kirona’s Dynamic Resource Scheduler (DRS) and Job Manager to automate appointment allocation and information flows.

Kirona’s DRS and Job Manager allocate operatives in real time and link office and field teams; within the first month Home Repairs completed 7,202 responsive and gas repairs, closed 3,600 customer orders and booked a further 3,100, achieving a 9.3% increase in completed repairs. By the end of Q2 there were 52,315 completed repairs (up 4,884 year-on-year) while customer satisfaction remained at 99%, demonstrating Kirona’s solution delivered more efficient use of resources and measurable operational improvements.

The Gateshead Housing Company

Andrew Curtis

ICT Development Manager