Housing NZ

Housing New Zealand (HNZ) is the Crown agency responsible for providing rental housing to those most in need. Their housing portfolio comprises approximately 69,000 properties, valued at approximately $16 billion.

HNZ was looking for a flexible service provider who could deliver on customer satisfaction, value for money, quality, safety, and improve the effectiveness of property maintenance and readily adapt to HNZ’s changing priorities and operating environments.

In 2013, HNZ commenced a national procurement programme to select appropriate and responsible contractors to contract with HNZ to performance manage the repair and maintenance of those properties.

Programmed Facility Management was awarded the following two regions with an approximate total number of 15,500 properties:

• East Auckland region
• Wellington/Hutt Valley region

The performance-based contract commenced 1 July 2014 after a successful transition, with 40 dedicated resources on the contract.

Programmed Facility Management provides responsive, planned and routine maintenance to 6,290 HNZ properties within the East Auckland region and 9,177 properties in the Wellington/Hutt Valley region. The contract includes after hours call outs and a 24/7/, 365 days a year help desk. In addition, Programmed Facility Management provides special programmes (generally capital works and improvement programmes) on an ad hoc basis. Special programmes can include:

• Work related to properties that have been damaged by fire or chemicals
• Whole of house upgrades
• Other special programmes including healthy housing programmes, energy efficiency retrofits, community renewals, property maintenance inspections, fire alarm replacements, building warrant of fitness & compliance and minor capital works

The responsive, planned and routine maintenance scope includes:

• Brickwork & blockwork
• Carpentry and joinery
• Cleaning
• Communal areas
• Pest control
• Decoration (interior & exterior)
• Exterior painting
• Electrical
• Fencing
• Floor coverings
• Gas
• Vacancy (whole of house)
• Refurbishment (multi-trade)
• Glazing
• Landscaping
• Plumbing & drainage
• Roofing
• Heaters (solid fuel & open fires)
• Vacant property lawn mowing & yards

The contract is a performance based contract with a risk/rewards mechanism in place against KPIs of management, response times, quality, cost/invoicing and health & safety.

Programmed Facility Management delivers the services through a mix of in-house and subcontractor resources, with subcontractors employed to deliver:

• Capentry
• Electrical
• Plumbing/drainage
• Glazing
• Cleaning
• Yards
• Roofing
• Flooring
• Chimney/fireplace 

KPI measurement capability through Loc8

The HNZ contract uses the field mobility software Loc8, which provides the mobility solution to despatch work orders directly to service providers in real time, allowing service providers to accept or decline a work order, whilst also allowing them to add their field service reports upon work order completion.

Loc8 has a GPS tracking feature, allowing effective management of OHS concerns, whilst at the same time offering real time updates of a technician’s whereabouts, data validation and automatically updating the workflow as each service provider gets on-site.

The significant advantages for the application include time efficiencies and improved data quality.