New repairs & maintenance contractor announced for Habinteg tenants in the North | Tenant news

We’d like to announce that Bell Group is now our new repairs & maintenance contractor for our North region schemes and will take over from RFM Group on Tuesday 1 October 2024.  

Bell Group is a Tyne and Wear-based contractor that will provide a full range of repairs and maintenance services for all our schemes in the North of England and the West Midlands, which encompass around 1,000 homes.   

Bell Group’s services cover plumbing, electrical, plastering, carpentry and other maintenance activities, as well as component replacements such as kitchens, bathrooms, windows and door. More specialist works, such as drainage works for example, will be delivered by sub-contractors managed by Bell Group.

Here we sum up what you need to know.

Will I receive formal notification of the new contractor?

Yes, all tenants in our North and West Midlands schemes will have received a notification letter and an attached frequently asked questions in the post today (27 September 2024).

Why are we getting a new contractor?

Habinteg tenants have consistently told us that our repairs service must improve. That's why over recent months we've been working closely with our engaged tenants to appoint a new repairs contractor in the North.

In October 2023, Habinteg appointed the procurement specialist  Echelon Consultancy to help find new contractors for repairs, voids, and cyclical decorating for our properties in the North, South London and Southeast regions. 

How were Habinteg tenants involved in the process?

Our Tenant Scrutiny Panel carried out a repairs service review which produced 13 recommendations to help drive greater efficiencies, boost tenant satisfaction and support tenant priorities. Those priorities include reducing repair turnaround times over the course of the contract and better communication with tenants throughout the repairs journey.   
  
Habinteg's Tenant Scrutiny Panel was also involved throughout the tender process, which included contractor interviews in July 2024. Tenants will continue to be involved through the shaping of the new services.

What’s happening with my outstanding repairs?

If you have any outstanding repairs, Bell Group will be aware of them and they will contact you to schedule an appointment. There might be some delay in completing certain types of repairs during the switch over, such as routine repairs, but we’re working hard to ensure that is kept to a minimum and will let you know if a repair is likely to be delayed. All emergency repairs will be completed as normal.

Will the way I report repairs change?

The way you report repairs will remain the same. All repairs must be logged with Habinteg’s Customer Services Team at Habinteg Direct on 0300 365 3100 in the first instance or via your My Habinteg portal, which is quick and easy to register for. You can also email direct@habinteg.org.uk. Outside office hours, please report emergency repairs to our out-of-hours service on 0345 601 3389.

More details on our new contractor can be found in our frequently asked questions. 

 Bell Group FAQs.doc 17KB

For more information on reporting repairs, go to our Repairs webpage.