Case Studies

Gas Services - Milton Keynes Council

At Mears we provide gas services to ensure houses are homes. We provide innovative housing solutions to the clients and communities we work with.

Mears Group deliver asset management services to Milton Keynes Council’s 11,500 properties, including 1,600 leaseholders. The wider contract includes regeneration development and the housing stock predominantly comprises of traditional-build housing from 1960s-1970s, with some non-traditional construction types.

What we do

Mears deliver domestic and commercial gas works for Milton Keynes Council.

Domestically Mears serviced over eleven thousand gas boilers also including other forms of heating such as oil and solid fuel appliances. Over twelve thousand repairs (24/7) and over five hundred installations in 2019/20.

Commercially Mears delivered annual services to over sixty sites, £150,000 of repairs and £1.2million installations. Responded to over seventy thousand calls both in and out of hours to our gas call centre delivering thirty thousand responsive repairs and seven hundred and forty four major and minor voids. In addition to this are estate based works and communal areas of £2.8million.

The pricing models for this contract include price per property, price per void, Nat Fed rates and basket rates and quoted works for besboke projects.

PPP/PPV models include exclusions. Annual targets are set to reduce repairs per property and annual void spend. A major contract objective is to transition reactive spend to planned capital investment and regeneration.

How we do it

Our team of 15 gas service and repairs engineers and 1 gas installer is supported by a gas supervisor, gas manager, and 2 x gas planners supported by rigorously vetted subcontractors to deliver all the works.

4 of our gas engineers have commercial qualifications ensuring direct delivery of all commercial servicing and repairs, with commercial installations subcontracted to specialist subcontractors and monitored by a Mears Supervisor and Customer Care Officer.

Gas repair engineers work in ‘zoned’ areas to maximise response times, with a flat 10-month servicing profile employed. The contract also runs the in-hours customer service centre (CSC), taking all in-hours calls. Mears 24/7 CSC handles all calls out-of-hours.

We have implemented a full interface between MKC’s Northgate housing system and Mears contract management system, MCM. We also interfaced with their asset system Keystone.

  • MCM is employed as the lead system for all works, providing the client full access to contract data, photos and documents, and detailed financial costs down to line item level
  • Invoicing data is highly accurate with very high levels of first-time acceptance to billing
  • Mears operational team use smartphone/ tablets to undertake works, inspections, and complete annual LGSR gas safety checks and inspections
  • The gas supervisor / gas manager update the asbestos register with regards to reported ACM, and Keystone asset data on the client’s behalf with regard to heating installations

We carry out 100% Desktop audits on all LGSR’s to ensure compliance. We undertake supervisory inspections to minimum 20% of all repairs and servicing works and 100% on installations. Final inspections are undertaken to all installations and voids gas work with the client.

Telephone-based customer surveys are undertaken by our customer care staff to at least 10% of all servicing and repair visits, and 100% for all installations.

KPI Target Nov 19 - Jan 20
Gas repairs customer satisfaction 92% 98.06%
Gas first time fix 85% 92.62%
LGSR compliancy 100% 100%

Contract start date: April 2016

Contract completion date: 2021 +5 +5

Estimated contract value: £36 million per annum

Commercially Mears delivered annual services to over sixty sites, £150,000 of repairs and £1.2million installations.