This week we’ve taken the next step in bringing our repairs service in-house, welcoming five new multi–skilled operatives into our team. This new phase of insourcing, which sees the new operatives working primarily on our empty homes, is part of a bigger plan to bring all repairs in–house that will reduce maintenance costs by almost 13% annually, leading to savings of over £2million over five years. Doug Grace, Director of Property Services at Grand Union, said: “Last autumn we began to bring work that has traditionally been carried out by contractors in–house, and work on our empty homes is the next step for us in this wider plan. “Our aim is to deliver great customer experience every day and insourcing all responsive repairs and repairs on our empty homes makes things much simpler for our customers, as we can offer a consistent repairs service for our customers no matter where they live.” Back in October 2020 Grand Union brought in 17 new operatives to its Responsive Repairs team, allowing the service to cover Bedfordshire, Buckinghamshire, Northamptonshire and Hertfordshire – all of the areas Grand Union operates in. These changes are all part of an organisation-wide change management programme that Grand Union is implementing to ensure that it is fit to tackle future challenges and will ensure it’s a modern, connected business that has the customer experience at the heart of everything it does.