On Monday next week (14 March), we’re beginning an exciting new partnership with Gilmartins to deliver high-quality repairs to your homes. What does this mean for you? We know there have been issues with our repairs service, and we have listened to you - our residents. You told us what was most important to you, what you wanted from ISHA and our contractors and how good communication, high-quality work, timely action and value for money were integral to providing you with an excellent repairs service. While the change in the name of our contractors may not mean a lot to you, we’re confident you will see a significant improvement in how quickly repairs are completed and will notice the difference in the quality and quantity of the repairs we carry out. Why did ISHA partner with Gilmartins for repairs? Gilmartins were one of several companies that responded to our tender (a formal invitation to bid for a project or portfolio of work) for ‘responsive repairs’. They went through a rigorous selection process that included having their bid marked by our resident repairs panel and interviewed by residents and senior members of ISHA staff. We were particularly impressed with the quality of Gilmartins' work and the value for money they offered. We felt Gilmartins were an excellent fit for ISHA and shared in our vision to "co-create homes and communities where everyone can flourish". Their values also complement ISHA’s values of pride, respect, trust, and passion for customer service. About Gilmartins Gilmartins are a family business that was founded in 1996. They carry out a lot of work in the social housing sector throughout London and South East England, including responsive repairs and maintenance, void refurbishments, planned and cyclical works. Gilmartins pride themselves on delivering high-quality work, offering a professional service and developing long-term relationships with their partners and residents. Their core values of honesty, commitment, positive representation and customer satisfaction enable Gilmartins to contribute economically, environmentally and socially to the communities where they work. When does ISHA start working with Gilmartins? We officially start work with Gilmartins on Monday, 14 March. Will Gilmartins be carrying out all repairs for ISHA? No. While Gilmartins is one of our main contractors for responsive repairs, we still use several companies to carry out repairs, maintenance, cleaning, gardening, gas, and electrical safety checks across our properties. Our previous contractors have committed to completing any work they have already started, and Gilmartins will undertake most of the new repairs raised with us. What are responsive repairs? A responsive repair is where you tell us about something that needs fixing; we notice something during our regular inspections, or one of our surveyors highlights something we need to look at. Responsive repairs are ad-hoc pieces of work to fix issues and stop existing problems from developing further and becoming worse. They are different from planned or cyclical maintenance, which happens regularly to prevent problems from developing with a building or an estate. More information If you have any questions about our partnership with Gilmartins or want to report a repair, call our Customer Services Team on 0300 131 3700*, email isha@isha.co.uk or pop into our office - 102 Blackstock Road, N4 2DR. To set up a residents’ association where you live or find out how you can get involved in our work, email involvement@isha.co.uk. *Our phone line is currently diverted to our out-of-hours team because of an IT security incident. Please ignore the recorded message about it being for emergencies only and stay on the line. Someone will answer your call, take down your details and pass them on to our Repairs Team. Return to Graphics Version