Association for Public Service Excellence
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What we do

Building Maintenance

This service provides detailed performance information on the maintenance of housing and civic buildings. As standard for all the benchmarking services the following data is provided:

  • Cost of service
  • Productivity
  • Staff absence
  • Customer satisfaction
  • Human resources and people management
  • Quality assurance and community consultation

The following data is also provided for building maintenance.

  • Housing (void turnaround/time to re-let, gas servicing, target response times, number of jobs completed, value of jobs)
  • Civic (cost of property management / incidents of vandalism / arson)
  • Stores management
  • Workforce data

Case study - Waveney Council

Waveney Council's building maintenance service was a finalist in APSE's Performance Networks Awards 2014. The service increased its average value of work per full time employee by 3% between 2008/09 and 2013/14 while also improving customer satisfaction.

This has been possible because of good use of performance data to measure efficiency and a joined up approach between maintenance and management elements of the housing service. Integrating the operational workforce into the Housing Revenue Account allows a common sense approach to maintenance, greater management flexibility and better control of costs.

Planning appropriate capital investment programmes has meant inefficient reactive repairs have been minimised. Examples include a complete UPVC replacement programme reducing the need to attend to draughty windows and doors, timber repairs and repainting. New bathroom suites have overcome common problems such as leaking taps and toilet cisterns not flushing. Rewiring programmes have removed many previously reported electrical faults.

Satisfaction levels remain extremely high as a result of recognising tenants' priorities. Investment in roofing, bathrooms, kitchens, rewiring and heating includes energy efficiency benefits wherever possible to help reduce tenants' bills while cutting carbon emissions. Spreading improvement programmes throughout the district means as many tenants as possible receive the benefit.

Performance indicators

Click here to view the Performance Indicators for this area.

Sample report

Click here to view a sample Performance Networks report.

Return to the Information Hub page

Performance Networks Members Portal

Promoting excellence in public services

APSE (Association for Public Service Excellence) is a not for profit local government body working with over 300 councils throughout the UK. Promoting excellence in public services, APSE is the foremost specialist in local authority frontline services, hosting a network for frontline service providers in areas such as waste and refuse collection, parks and environmental services, cemeteries and crematorium, environmental health, leisure, school meals, cleaning, housing and building maintenance.




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