Our current repairs and maintenance contract with Mears will end on 4 April 2022. We have evaluated all bids for the new contract and we intend to award the contract to Morgan Sindall Property Services. The contract will cover all responsive repairs, void works and the operation of our out-of-hours call centre.
We are required to complete some legal processes before we can confirm the award, including consultation with our leasehold customers through the Section 20 process.
Following the consultation process, we intend to start working closely with Morgan Sindall Property Services Limited in January 2022 to make sure everything is ready for the new contract to start on 4 April 2022.
Initially, the contract is for delivery of repairs and maintenance services to our properties, works to empty properties and the operation of our out-of-hours call centre. The contract also includes repairs to internal and external communal areas of the homes we manage. There are also options which will give us the flexibility to add further services to this contract in the future.
A multi-stage tender exercise was carried out to determine who the best contractor would be to deliver our property repairs and maintenance service. The tender evaluation was based on an assessment of both cost and quality of service delivery, and included the following stages:
We know that it is vital to engage with our customers to gain their perspective, find out what we’re doing well and understand where there’s room for improvement.
We started the procurement process for the repairs and maintenance contract in 2019 when we contacted all customers who receive a service from Mears, inviting them to complete an online survey. That provided us with a wide range of invaluable customer insight that we used to write the specification for the contract.
A number of customers said they would like to be involved further and, together with our Customer Advocates, we created a task group of 160 customers to work with us on the procurement of the new repairs and maintenance contract.
Throughout the process, our customer task group has
We will continue to engage with customers throughout the procurement process and beyond as we set up and manage the new contract.
During the tender period, Moat asked all bidders to set out how they will deliver an exceptional experience for our customers. Morgan Sindall Property Services Limited identified how they would engage with customers in service delivery, and proactively listen and learn to improve services. Their bid also focused on the importance of providing digital platforms for reporting repairs while maintaining alternative contact methods for customers without digital access.
Morgan Sindall’s responses demonstrated how they will tailor services to meet the needs of Moat’s diverse customer group while maintaining consistently high standards of service delivery. They also set out the different ways they will deliver social value, working collaboratively with Moat, our customers and our communities.
Internal groups have been set up to manage the performance of the contract and relay customer feedback. The groups will be made up of Moat staff, ranging from operational to executive levels.
Your feedback will play a vital part in managing and assessing the service. There will be opportunities for you to engage with Morgan Sindall on performance management; this may be through completing surveys or attending meetings with Moat and Morgan Sindall representatives.
No, you can still report a repair to Moat by contacting our Customer Service Team via email (email@example.com), phone (0300 323 0011), MyMoat or web chat.
Your appointment and repair will go ahead as scheduled. We will be working closely with Morgan Sindall and Mears to make sure all existing repairs are moved over to the new contract and systems, so you will not need to report the same repair again.
A Section 20 Notice is a formal document that we are legally obliged to send to you under Section 20 of the Landlord and Tenancy Act 1985, advising you that we intend to provide a service that leaseholders will have to contribute towards.
The consultation process is a straightforward process where we must send you a set of Notices with details about the contract. These Notices are sent to the customer, providing an opportunity to let us know your views of our plans. Depending on the circumstances of the work or contract, you will be sent the following:
You have been sent the Section 20 Notice because we have a responsibility to consult with you about any changes that are to be made to services, repairs, maintenance or improvements that are covered by your service charge. In this case, we are informing you that our contract with the supplier who provides our repairs and maintenance service is coming to an end, and we are re-tendering the contract.
The notice which was issued in November 2021 is the second and final Section 20 notice you will receive. It explains the outcome of our tender for our next property repairs and maintenance partner. You will have also received a notice in March 2021 to let you know we would be starting this tender process.
Some of our customers will not pay for repairs as it is part of Moat’s responsibility as your landlord. Other customers pay a fixed charge for services, rather than charges being variable. The Section 20 consultation process does not apply to these customer groups.
You will receive a day-to-day repairs service, but you will not be receiving all of the services listed in the Notice. We included these additional services in the contract to give us the option of adding further services in the future.
Once the new contract begins, you will continue to pay for these services via your service charge if you currently do so.