South Tyneside Homes

Pickerings Lifts has provided lift maintenance and repair services to South Tyneside Homes since 2015.

South Tyneside Homes manages, maintains and improves 18,000 council homes and estates across the borough of South Tyneside in the North East of England.

Pickerings Lifts provides maintenance and repair to 23 lifts across the portfolio. These lifts are in occupied buildings, including high rise flats, extra care housing and sheltered housing.

We have four North East-based engineers dedicated to this contract, ensuring a familiar face for residents on each visit.

South Tyneside Homes’ vision is to ‘deliver excellent services in neighbourhoods through empowered and motivated staff’. We help them to achieve this vision through:

• Providing a thorough service (a minimum of one hour and 15 minutes) every time, minimising breakdowns and maximising the lifespan of each lift
• Stocking regularly used parts in our engineer’s vans to reduce costs and improve unit uptime
• Constantly reviewing and updating our engineer training to ensure that we can efficiently and effectively service and repair a wide range of lift types
• Ensuring high quality customer care and support by arranging safeguarding training, cultural awareness training, language skills and customer care training for all our engineers and supervisory staff, as well as issuing regular communications to ensure residents are always aware of the work we are undertaking
• Holding regular meetings with South Tyneside Homes to discuss key performance indicators and review current and pending works, to ensure clarity and awareness

Rob Jensen, Customer Support Manager for Pickerings Lifts North East, and Account Manager for South Tyneside Homes said: “We’ve been working with housing associations across the country for several decades and the experience in this area has provided us with valuable insight that we can use to help South Tyneside Homes deliver a high level of service to residents.”

Phil Railton at South Tyneside Homes said:

“We provide services to many residents across the South Tyneside area, some of whom are older adults, have physical disabilities or may be especially vulnerable. We need to work with suppliers who provide an exceptional level of service and ensure our duty of care is firmly in place.”

“Pickerings Lifts help us ensure that residents feel safe, secure and respected in their homes.”