Case Study: Southern Housing achieves high customer satisfaction with United Living Group responsive repairs

Southern Housing Group Responsive Repairs & Void Refurbishment

United Living Group worked with Southern Housing Group to improve the delivery of responsive repairs across a large housing portfolio. Southern Housing needed a reliable, customer-focused service that could handle high repair volumes efficiently while keeping residents informed and minimizing disruption.

United Living Group implemented a fully integrated repairs and maintenance service using dynamic scheduling, a fully resourced call centre, smart devices for operatives, and customer communication tools such as SMS and resident portals. The partnership delivered strong service performance, including 97% customer satisfaction before Covid-19 across 35,000 repairs a year, and the two organisations won Best Contract at the NHMF Best Practice Awards in January 2019. United Living Group also reported 0 RIDDORS, 1,390,824 hours worked, 71,750 repairs delivered, and 1,507 hours spent on training.

Southern Housing Group