Derwent Living - Cyclical Property Improvements

Formed in 1964, Derwent Living manages around 10,000 affordable homes across the Midlands.

The organisation’s primary focus is providing good, affordable housing and improving services for residents through greater resident engagement and involvement.

Following a comprehensive, two-stage procurement process, J Tomlinson was selected as Derwent’s contracting partner.

This long-term partnering contract covers cyclical property improvements across Derwent Living’s housing stock spread across West Midlands, Yorkshire, Staffordshire, Warwickshire, Derbyshire, Nottinghamshire, Lincolnshire and Northamptonshire; covering a range of property types, including non-traditional, listed, medium-rise and high-rise dwellings.

Transparency and collaboration

J Tomlinson has an open working relationship with Derwent, with daily contact, regular meetings and customer care reviews. Through both mechanisms we regularly implement communication, procedural or specification changes to improve services to residents.

Tenant interaction

Our local Resident Liaison Officer and Site Manager have built excellent working relationships with residents over time. Individual Property Files are provided for each property and updated to reflect current and upcoming works each day, ensuring residents remain informed throughout as part of a positive customer journey. RLO Sue Foster carries out a detailed induction for every resident, to understand the number of occupants in the property, hours of work, holidays booked, pets, health issues and communication preferences. We then use this information to tailor the service accordingly.

Programming efficiency

Our Site Manager works in collaboration with the client to understand each annual programme and develop the most efficient route march through a geographically spread property portfolio. We jointly review asset data to align work elements and geographical spread to ensure best value is optimised through the programme.

Over the past four years we have undertaken over 3000 planned works installations with 100% progress in line with the planned programme.

SMOOTH CONTRACT MOBILISATION - thanks to existing local staff and excellent local relationships

DESIGN EXPERTISE - J Tomlinson is the principal designer of all services including kitchens, where we work with the client’s nominated supplier, Rixonway.

CUSTOMER SATISFACTION KPI - currently standing at 100%, we have built excellent relationships with the client’s Housing Officers and work with them to understand resident vulnerabilities so we can tailor the approach to resident communication and engagement.

VALUE ENGINEERING – we evaluate original client proposals to present alternative designs and improve buildability and finish.

ENHANCD LIVING CONDITIONS FOR RESIDENTS - client targets met

OPEN DAYS AND DROP-IN SESSIONS – for each workstream or programme of work we hold open days giving residents and their families the opportunity to meet the team and discuss choices.