CASE STUDY
East Midlands Housing (EMH)
Responsive Repairs, Maintenance and Installation Services
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Project Objective
Phoenix Gas Services was initially awarded a six-month installation contract with East Midlands Housing in September 2023.
Following exceptional delivery, this evolved into a full 3-Star service and repair contract, now extended until March 2028. The objective was to provide reliable, high-quality heating installations, servicing, and repairs across EMH’s housing stock—ensuring resident safety, compliance, and long-term asset performance.
The Challenges
During mobilisation, Phoenix seized the opportunity to strengthen the project’s delivery model following a TUPE transfer. The company responded with agility redeploying skilled engineers and project managers, and launching a dynamic recruitment and training programme that laid the foundation for long-term success.
Additionally, managing nearly 18,000 residential and commercial properties across multiple workstreams demanded strong coordination and resourcing. Phoenix established local teams and a trusted East Midlands-based supply chain to ensure consistent response times and quality control.
The Outcome
Phoenix has consistently exceeded client expectations across performance, efficiency, and social value.
- Service excellence: Over 770 installations completed with an average of 13 per week and 8–10 daily repair appointments.
- KPI success: 98% on emergency attendance within 24 hours, 100% adherence to service schedules, and a 71% first-time access rate.
- Value for money: Delivered £700,000 in cost savings through supply chain collaboration and effective cost management.
- Innovation: Introduced smart tools like Stock Star AI and planned the “Fault Finder” feature to enable remote fixes and improve first-time repair rates.
- Local investment: Over £1.75 million spent with local suppliers and £500,000+ generated in social value through local employment and training.
- Client satisfaction: Works delivered on time, within budget, and with minimal disruption to residents.
- Regular client check-ins, tenant engagement, and proactive service improvements continue to strengthen the partnership.
