So how many people do you need to run an out of hours service for property during those overnight?
Below is a hastily put together graph of the pattern over the last 3 years of calls whilst looking after between 400,000 in 2017 and 600,000 properties now. Although I did remove the number of calls axis it shows the way data can be used to predict expected volumes i.e don’t be fooled when it gets up to 2.30am and calls have been dropping. It is remarkable that the patterns remain no matter how many units you model on.
I will leave you to draw your own conclusions of why specific days and times have these spikes which are probably not that difficult to do.
We have data-sets similar to this for all days and times of the year to help us set requisite staffing levels so if you do not use us but could use this or similar insights reach out and we are happy to share the overarching patterns if it would help
PS it works even better when you plug unit numbers in to extrapolate out actual call numbers or combine with different times of years patterns of volume increase or decrease.
Property Management seems to be moving back into full swing and we are delighted to secure additional business from one of our clients who have moved to our 24/7 Maintenance Desk which for Block Portfolio’s includes emergencies plus all in-hours reactive and planned works.
We have been with you now for just over 12 months and I can honestly say that the service has improved greatly and personally gives me great peace of mind that I am not starting the week dealing with several complaints. I speak on behalf of the group when I say Adiuvo have been truly amazing during this crisis, dedicated, professional and supportive throughout and we thank you for this. Please pass our appreciation onto the team.
75% of staff now want to continue to work from home in some shape or form. Where did I get that stat from? Its actually from our internal survey. As a phased plan to return to “normal” was released here over the weekend in Ireland we have been polling our staff for their preferences whilst we research how to make our workspace safe for them to return.
The interest for our new Inerro service has increased during Covid with its strengths being more apt now & during future restrictions. These 3D virtual tours of exterior/communal parts of site provide immediate knowledge for support staff or those dealing with an unfamiliar building.
One of the few plus points of the current situation is maybe a little extra time for review so we have been taking the chance this Easter (amongst our extended opening hours) to asses some of our Q1 statistics.
We thought they may be of interest and some are shown below for whole of our out of hours portfolio of block, lettings and commercial properties with standout stats including: Almost 75,000 calls received indicating we will take 300,000+ inbound in 2020.
Following MHCLG statements we have been reviewing our Out of Hours procedures and will issue later today our streamlined definitions of emergencies that we will instruct upon (copy below). These procedures balance obligations to look after residents with current government guidelines and obviously are only implemented if contractors can safely attend due to shielding and isolation. We will look to work to these by this coming Friday. On cessation of the government’s measures, we will immediately revert to our usual agreed procedures.
So here’s the scene last night as we began to shutter our call centre, weird to see after being here 24/7 for the last 7 years. Missing equipment is now at staff homes as we mobilised from Thursday to get over 50 staff working from home. Here in Ireland all schools closed (and pubs!), all gatherings banned and all staff to work from home where feasible.