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FEATURE


A LIFELINE FOR LIFEWAYS


Committed to excellence Lifeways helps people to lead more fulfi lling, independent lives by providing extraordinary support for adults with learning disabilities, autism, physical disabilities, acquired brain injuries or mental health needs.


The organisation was established in 1995, with the aim of providing support to help one person live more independently, and their fi rst location for people with complex needs was opened the same year.


Twenty-fi ve years later and Lifeways has grown to become the UK’s largest supported living specialist, providing support to almost 5,000 people in more than 1,000 locations. And they still refuse to settle for anything less than extraordinary as they help people to have fulfi lling, independent lives in their local community.


Business values that count With a focus on quality and reassurance in everything they do, there is no room for compromise in any aspect of the Lifeways business. Every member of the team shares the same commitment to quality in their own role and seeks the most appropriate tools to enable them to achieve distinction in their own fi eld. The size of the business brings reassurance and allows Lifeways to invest in their people and services to make sure they get the results they want.


Growing estate called for property


maintenance review With one or two properties, it is relatively easy to


34 | TOMORROW’S FM


Lifeways, the UK’s largest supported living specialist, has a complex estate comprising many properties. The organisation went on the hunt for a fl exible and intuitive solution to help employees deliver an improved service for its residents.


monitor facilities management and maintenance, but with rapid expansion, including 900 new apartments in 65 communities from 2015 to 2020, Lifeways had outsourced day-to-day responsibility for projects to keep its properties safe, secure and fully compliant. Their quest for continuous improvement and outstanding service led to a review of existing processes and the formation of a dedicated property team.


Greg Robinson, incoming Head of Property explained: “Using an outsourced call centre had provided the organisation with a functional option during a period of rapid expansion, but as we reviewed our operations, it became obvious that it didn’t help us meet the standards of excellence we strive for. We had outgrown a service that had originally been put in place for convenience during a phase of expansion and no longer had visibility or control over the property management of the estate and knew that costs, time to fi x and quality could all be improved.”


Choosing the right solution Lifeways has a complex estate comprising many, and different, properties so it was essential to fi nd a fl exible and intuitive technology solution to help the team deliver an improved service. After scouring the market for options, Access Maintain shone through as the most appropriate choice.


“Some of the options we looked at required a licence for us to use them, were awkward to use and needed multiple clicks to get a job raised,” continued Greg. “Access Maintain is simple, quick and accurate to use and can be


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