Abbeyfield boosts resident repairs via better partnerships

Refining our approach to property maintenance

Over the past year, Abbeyfield Living Society (ALS) has transformed the way property repairs are delivered across its homes. Instead of working with hundreds of different contractors for compliance, electrical and gas works, it now partners with just 10-12 core contractors.

Following a comprehensive tender process, two national contractors were appointed to deliver repair services across England: Dodd Group in the North and RPL Group in the South.

We caught up with Shaun Mulloy, Head of Property Services at ALS, to find out how the new approach is working.

Why did Abbeyfield change its approach to managing repairs?

“Having just two national contractors allows us to set clear service standards, with simple, agreed timescales for different types of repairs so everyone knows what to expect and when,” Shaun explains.

The new model is designed to make the repairs process easier, quicker and more reliable for residents and staff - while also ensuring better value for money.

“It’s about being more efficient and more consistent,” he says.

“A streamlined contractor base means clearer accountability and better oversight.”

Importantly, Abbeyfield already had experience working with both organisations in other parts of the business.

“They understand us, and they understand housing for older people. That was crucial. We didn’t just choose them for their technical expertise - they share our values.”

Residents were actively involved in the contractor selection process and will continue to influence how Abbeyfield invests in homes and services in the future.

How have you brought contractors on board with Abbeyfield’s values?

In November, Abbeyfield brought together its main contractors for a dedicated Contractor Forum.

“The purpose was simple,” Shaun explains. “We wanted everyone we work with to understand who Abbeyfield is, what we stand for, and that residents must always come first.”

The day focused on safety, compliance and expectations - but also on culture. Contractors heard directly about the importance of treating residents with respect, communicating clearly and working in a way that reflects Abbeyfield’s values.

One contractor shared that being involved in this way helped them understand not just what was expected, but why it mattered - something they said is rare in supplier relationships.

An Abbeyfield trustee who attended commented on how strongly the resident voice shaped the discussions.

How is it going so far?

“It’s going really well,” Shaun says.

So well, in fact, that Abbeyfield Living Society, in partnership with Dodd Group, was shortlisted at the National Housing Maintenance Forum (NHMF) Awards in the ‘Best Warm Home Initiative’ category.

The recognition followed a collaboration at Girton Green, Abbeyfield’s independent living complex in Cambridge, which offers 78 apartments over three storeys. Together, the teams designed and delivered an energy-efficient heating solution aimed at keeping residents warm while improving sustainability.

Residents at Girton Green responded positively to the project.

While many initially expected a large and disruptive programme of works, the clear planning, respectful on-site team and support from a dedicated customer liaison officer helped ensure the process ran smoothly. In fact, the final switch-over to the new system was so seamless that most residents didn’t even realise it had happened.

“It’s a great example of what a strong strategic partnership can achieve,” Shaun adds.