Cobalt Housing sees customer satisfaction rise after collaborative approach with Huws Gray

Huws Gray Partnership Solutions is working alongside a north Liverpool Housing Association to deliver a first-class repairs service to tenants – helping turn around previous negative tenant feedback into high levels of customer satisfaction.

Cobalt Housing, which has 6,000 homes under its management, opted to bring its repairs service ‘in-house’ after customer concerns about the speed of response to their requests for maintenance work being carried out.

Now two years on from the original customer feedback, Cobalt Housing has implemented some major operational changes – the latest being a slick and efficient repairs service delivered in partnership with Huws Gray which went ‘live’ in January this year.

Paul Carson, who joined Cobalt Housing as Repairs Delivery Manager in October last year, commented: “Property Services had been previously run from our head office in Liverpool using different branch networks, but it was not delivering the quality of service that we wanted for our tenants and the trades we were supporting. Most complaints were about repairs, whether it was delays, missed appointments or issues over quality. We knew that wasn’t good enough.

“A earlier survey, revealed that just 62.2% of routine repairs were completed on time and customer satisfaction was a lowly 37.4%.

Since then, the repairs service has been brought in-house, a new depot was opened on Knowsley Industrial Park in August 2025 – just two miles from the head office in Lower House Lane – and the digital systems upgraded.

A follow-up survey, revealed that customers were now very satisfied with Cobalt Housing’s repairs service, with 92.4% of routine repairs completed within target and 86.4% of customers pleased with the service.

Major supply chain improvements

Paul commented: “The level of professionalism and support from the Huws Gray team during the planning stages and implementation of the trade counter and stores at the new Villiers Court depot has been impressive. We very much regard them as members our ‘in-house’ team.

“The new store gives our operatives immediate access to essential materials, helping to reduce delays and increase the number of repairs completed on the first visit. “Huws Gray analysed previous logistics activity over a two-years period including what materials were ordered and stocking levels activity and produced a core stock catalogue.

“A dedicated stores manager was introduced and the operation is running very efficiently allowing us to even replenish van stocks to tradespeople working on-site, minimising downtime and reducing disruption to tenants. This service was something we were unable to
offer before, even though we had tried it with different suppliers.

“We really liked the commercial proposal Huws Gray put forward around the managed store, which is why we ultimately chose them. They delivered the most customer specific submission and were viewed as a good partner for the future.

“The KPIs around delivery times were a major factor in our decision, particularly the commitment to a 24-hour turnaround on specials. Not only was this an ambitious target, but it has also been consistently achieved throughout the first six months of operation.”

Lyndon Johnson, Managing Director of Huws Gray Partnership Solutions commented: “The partnership with Cobalt Housing is a very collaborative relationship and is working very well. Throughout the planning and setting-up of the operation they have been very supportive ad receptive to our recommendations.

“Together we have been able to enhance first time fix rates and the logistics side of the repairs business is running smoothly. Personal relationships are important and we are delighted that our contribution has been recognised and well received.”