Presenting ID cards on arrival is key for residents

Choosing the right contractor for your property’s window and door maintenance, especially in regions like Yorkshire, Humberside, East Midlands, Greater Manchester, Kent, and London and South East, is more than just ensuring a quality job. It’s about safeguarding residents’ peace of mind, particularly in vital sectors such as social housing, student living, and the care sector.

The safety and well-being of residents remain paramount. At Mila, we’re not just committed to this cause, but we’ve designed our service around it: SAFEKEEP. This model, standing for (S)urvey, (A)djust, (F)ix, and (E)nhance, is our holistic approach to ensuring the longevity and optimal functionality of windows and doors. Not only is SAFEKEEP designed to KEEP residents safe within the confines of their homes, but it also aims to maintain and prolong the operational life of their windows and doors. This article delves deeper into the methods Mila employs to guarantee that residents always feel secure and at ease whenever one of our dedicated engineers pays them a visit.

The Crucial Role of Identification Cards

In today’s world, authenticating the identity of a person stepping onto your property is paramount. Mrs Harman’s experience with L&Q Housing amplifies this point. She remarked, “The engineer showed his ID straight away and introduced himself – excellent.” Such gestures, while simple, provide residents with reassurance and confidence in the professional standing before them.  All Mila engineers provide ID to a resident to check before they enter their property.

The Increasing Need for Security: Age UK’s Findings

Age UK, in their 2022 survey, shed light on a concerning trend. Nearly half of the older individuals surveyed had been approached by strangers at their doorstep in the last year. A significant 63% of these respondents voiced their apprehensions about safety in such situations.

The UK government, recognising the implications of these figures and the prevalent issue of doorstep scams, embarked on a campaign in 2023. This initiative comprises a website and a helpline, empowering individuals to report scams and equipping them with essential advice.

Mila’s Proactive Measures to Guarantee Resident Safety

Mila’s commitment to resident safety is evident in their exhaustive measures, ensuring residents’ confidence and peace of mind. Here’s a deeper dive into these protocols:

1. Detailed Communication: Every interaction with a resident begins with detailed communication. Once Mila’s Contracts Team logs resident details into their Microsoft Dynamics NAV system, they initiate a conversation. This not only establishes an audit trail but ensures GDPR compliance by securing the resident’s information.

2. Special Care for the Vulnerable: Vulnerable residents need extra attention. Mila ensures that the specifics about any vulnerable residents are discussed upfront. By coordinating with health and social care professionals, Mila guarantees sensitive handling of each resident’s unique requirements.

3. Tailored Communication Preferences: Residents have diverse communication preferences, from traditional phone calls to letters formatted for those with visual impairments. Mila respects these choices, ensuring clarity and ease in every interaction.

4. Pre-Visit Customer Care Call: If possible we always call the resident to make an appointment.  This is to give them details of our company and why we need to visit their property.  Allows them to book an appointment at the most convenient time and ask any questions they have about the work.  We also collect extra information about the property and the repair to help our engineer ensure they have the right materials to complete the job first time if possible.

5. Transparent Scheduling: To prevent any confusion, Mila sends confirmations post-scheduling, with an additional reminder 48 hours before the agreed date. This reduces the likelihood of misunderstandings and missed appointments.

6. Authenticity Upon Arrival: Every Mila engineer, upon reaching a property, introduces themselves clearly, presenting their ID badge. This step, while straightforward, reinforces the resident’s confidence in the professional attending to their needs.

7. An Extra Layer of Assurance: Should any doubts arise about an engineer’s identity, Mila provides a customer support line, allowing residents to verify the engineer’s credentials before granting access.

8. The Power of Branding: Mila engineers proudly don Mila-branded uniforms, bolstering trust and professionalism. Uniforms play a pivotal role, from signalling competency to reducing the risk of impersonation by rogue traders. Furthermore, the high-visibility, durable material of Mila’s uniforms ensures engineer safety and a lasting positive impression.

9. Branded Vans as Trust Enhancers: Mila engineers operate out of branded vans, amplifying brand recall and credibility. Such vans not only exude professionalism but also deter potential criminal activity, given the clear company insignia.

Diving into the SAFEKEEP Model

Survey (S): Detailed Checks with Tailored Reporting

Our engineers conduct meticulous checks on your windows and doors.  Firstly for correct operation. Then for compliance with health and safety regulations.  Thirdly, signs of water and air ingress. We also consider any additional factors requested by our clients to furnish landlords with a detailed report. Not only does this report spotlight areas that need fixing. It also serves as a tangible audit trail, showcasing safety precautions undertaken. Finally, the report proposes potential enhancements for the windows.

Adjust (A): Preventing Small Issues from Becoming Major Ones

The emphasis here is on proactive care. Windows require continual small adjustments to windows and regular lubrication.  This prevents minor issues from spiraling into bigger, costlier problems. Guarding against more significant repairs and, worst case, complete window replacements.

Fix (F): Swift and Uncomplicated Solutions

Our approach to fixing is straightforward and effective. Once a problem is identified, our team ensures it’s repaired efficiently.  We prioritise the safety and functionality of the windows and doors to uphold the comfort and security of our residents.

Enhance (E): Advancing Beyond the Basic Functions

Enhancements go beyond mere fixes. It could involve elevating ventilation to combat issues like mould or damp. Or escalating the energy efficiency of windows. Or upgrading security features. In every enhancement action, the objective is to boost the existing functionality. Enhancements may also prolong the lifespan of your installations.

KEEP: Keep your Windows and Residents SAFE

By engaging in long-term contracts, landlords can spread repair costs over an extended period. They gain preferential access to Mila’s responsive repair services. The ‘KEEP’ phase protects your window and door investment.  It is the scheduled programme of future safety audits.  This provides a steadfast availability of a repairs service when it’s needed.  It’s how you KEEP your resident’s windows operational over the long-term with all safety measures functional.  It’s how you prevent small problems becoming large expensive ones.

Partner with Mila and SAFEKEEP Your Residents

When you partner with Mila, you don’t just get a service provider; you get a team that truly cares about your property as much as you do. We ensure all your window and door care needs are managed effectively under one comprehensive, expertly executed model – SAFEKEEP.

Learn more about how SAFEKEEP can benefit your properties. Contact Mila today. Let’s work together to SAFEKEEP your property.  Ensuring optimal functionality, longevity, and resident satisfaction in your buildings.

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