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Maintenance in the future. James Tickell. January 2007. By 2057 …. Homes will maintain themselves Nano sensors will detect impending component failure Nanobots will maintain (self-cleaning) materials Robots will replace larger items. If it’s Microsoft …. If it’s Apple Mac ….

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maintenance in the future

Maintenance in the future

James Tickell

January 2007

by 2057
By 2057 …
  • Homes will maintain themselves
  • Nano sensors will detect impending component failure
  • Nanobots will maintain (self-cleaning) materials
  • Robots will replace larger items
back to 2007 milestone for housing
Back to 2007: Milestone for housing
  • New framework (English Communities)
  • Commercial sector competition
  • Sector mergers and consolidation
  • Customer and business pressures
  • Regulation and inspection
unique pressures
Unique pressures?
  • On costs, efficiency, performance
  • Has it always been like this?
  • This time it feels different
  • Sector is changing fast
the new environment
The new environment
  • Hard-edged
  • No favours
  • Utility-style approach
  • Level playing field with private sector

but could offer …

  • New freedom to HAs as independent social businesses
slide8
So - What will be different?

and

How will it affect maintenance?

size and success
Size and success
  • May be very large – 100,000 homes
  • But .. .issues of spread and control
  • Capacity more important than size
  • Excellence and performance the key
  • Strategic (sub) regional presence
developing
Developing
  • Investment partnering
    • The Magic Circle is shrinking
  • The strategic growth areas
  • Out-developing the developers?
  • Land-banking to stay in the game
  • Development without SHG
  • Commercial competition – new relationships
  • Innovation for success
range of activity
Range of activity
  • HAs will be more diverse and differentiated
  • Social housing
  • Market renting
  • Facilities management
  • PFI and similar contracts
  • Neighbourhood focus
  • Social investment – employment, health, education, crime etc
property maintenance for success
Property maintenance for success
  • Integrated with asset management
  • Not just housing
  • Ruthless focus on performance and cost
  • Partnerships and outsourcing
  • Services to owner occupiers?
maintenance at the heart
Maintenance at the heart?
  • The key customer service
  • Weak maintenance = falling asset values
  • Influence on development vital
    • Today’s Modern Methods of Construction
    • Tomorrow’s Bison Wallframe?
  • Major cost centre
  • Core business
workforce issues for maintenance
Workforce issues for maintenance
  • Shrinking skills base
  • Customer focus not always linked with technical and building skills
  • Olympic construction boom
  • East European immigration
  • Creating employment for tenants through maintenance and construction
the workplace
The workplace
  • Organisational culture
  • Leadership and governance
  • Investment in people
  • Diversity
  • Performance focus
  • Customer focus
demography and customers
Demography and customers
  • Aging population
  • More people with high dependence
  • The rising cost of care
  • Social inequality growing
  • Deprivation more intense
  • Re-emergence of extreme poverty in old age?
relationship with customers
Relationship with customers
  • Re-engineered, reinvented
  • Individual relationships with individuals
  • Customer empowerment
  • Understanding customer needs
  • Providing ‘deep support’
  • Offering real choice
  • The ‘Gold Standard’ experiment
    • Responsibilities as well as rights
customers moments of truth
Customers: “moments of truth”
  • First contact
  • When the builder calls
  • Two chances to get it right(first time, every time)
  • Nothing else matters much
involvement and participation
Involvement and participation
  • NHF Tenant Involvement Commission
  • Real influence over services
  • Choice of contractors, service levels
  • New mechanisms
    • Scrutiny panels
    • Consumer techniques
integrated systems
Integrated systems
  • Systems technology
  • Web access
  • The technology of care
  • The technology of construction(Never mind Tomorrow’s World …)
it for housing
IT for housing
  • Sector not well-served
  • Need to integrate
    • Finance
    • Customer relationship management
    • Customer interface
    • Property / asset records
    • Performance and management measurement
    • Project management
    • Supplier systems
good systems enable good processes
Good systems enable good processes
  • Systems thinking, Lean thinking
  • “Factor Four”
  • Process re-engineering
  • (Not to mention Best Value, Continuous Improvement, efficiency gains and more)
  • Maintenance a key area
procurement for success
Procurement for success
  • New focus on procurement
  • Consortia and partnerships
  • Joint ventures
  • Driving down costs
the contract culture
The contract culture
  • The VAT problem
  • Direct Labour Organisations?
  • Outsourcing and contracting
  • Joint ventures and partnering
  • ALMOs and local authorities
  • The private sector
the successful housing association
The successful housing association
  • Exceptional leadership
  • Strategic presence
  • Clearly ahead of the competition
  • Good human capacity
  • Good financial capacity
  • World class support systems
  • Truly customer focused
maintenance tomorrow
Maintenance tomorrow
  • Vital to success
  • Performance and cost: relentless pressure
  • Needs seat at top table
  • Fun to work in
  • Systems that really work
  • Focused on customers