The largest residential maintenance contract in the Southern Hemisphere.
Experience Overview
Housing NSW operates some 143,000 dwellings for government housing tenants across greater metropolitan Sydney and regional New South Wales.
In the largest residential maintenance contract in the Southern Hemisphere, Spotless has secured 35 per cent of the maintenance for the Housing NSW property portfolio.
In an initial contract term from 2002 to 2008, Spotless provided maintenance services to approximately 27,000 properties. During this time, the Spotless team implemented a number of innovative and preventative maintenance solutions and in 2008 was awarded the new contract to maintain 49,000 dwellings across central and southern Sydney as well as through the Southern Highlands and South Coast to as far as Kiama and Bowral.
Contract Highlights
Housing NSW has a major challenge in the management of approximately 143,000 public residential dwellings spread across four Divisions in 16 Operational Management Areas, with some areas spanning as far as 400kms. Meeting the challenges of a diverse tenancy base is matched with high community and government stakeholder expectations.
Growth in partnership
Working together on maintenance contracts for six years, Housing NSW and Spotless have built a deep understanding of the issues and challenges of providing all building trade works. A series of pilot programs underscored the efficiencies and value which could be delivered through an outsourced and managed preventative maintenance program.
Benchmark management system
Spotless’ market-leading Works Management System brings improved reporting and compliance processes to service delivery and was a contributing factor in winning the maintenance contract. It will also support Housing NSW’s efforts to move towards an intuitive and preventative asset management capability.
Responsiveness
The Spotless team has successfully demonstrated its capacity to respond to the needs of the massive maintenance program, which involves challenges such as geographic spread and limited trades and resource availability in some outer regions.
A Contact Centre providing service support and the Works Management System coordinate maintenance services across the 49,000 properties.
Key Statistics
| Market sector |
Government Housing |
| Contract commencement |
2002 |
| Services delivered |
All building trade works, cleaning and grounds maintenance across responsive, urgent, routine and special projects. |
| Number of sites |
49,000 residential dwellings |
| Number of staff |
85 |
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Quick Facts
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Spotless’ Contact Centre estimates it will receive and manage over a million maintenance calls during the period of the maintenance contract.
Testimonial
"Spotless has developed a solid track record of initiative and performance in the Housing NSW contract, which makes this key part of our operations more efficient and effective."
Dennis Schultz, Project Director, Housing NSW