BITMO wants to know what you think about our contract with Mears.
Mears have been the main contractor at BITMO for over 10 years. We have the ability to end the contract in October 2026 or award a further period of 12 months at a time for five years.
The service achieves satisfaction levels at consistently around 80 – 90%. The complaints we receive are not normally about the length of time it takes to get a repair done, or about the quality of the work. They tend to be about decisions BITMO makes in-house about the work that will be done or not.
Consultation on how we can improve the customer experience has focused on communication, and this is an issue we are addressing internally, as the main issue is that when jobs are cancelled due to lack of access, the customer is not advised. We are now making the customer aware, and re-booking.
There are 3 routes open to us.
1. Extend the current contract. There are no extra costs associated with this option. No IT development costs associated with setting up an IT interface with a new contractor. It provides continuity of a contract that is working well.
2. Open procurement of a new contract. Procurement costs of approximately £15k, IT development costs to create a new interface with contractor systems. Mobilisation risk as existing contractor withdraws, and new contractor becomes established. Mears may bid on the contract and win it, or it may be another contractor.
3. Mini procurement using an established framework. Lower than £15k procurement costs. IT development costs, mobilisation risk. Mears may bid on the contract, or it may be another contractor.
Strengths of current contract performance
- Continuity of service
- No procurement costs
- Speed of repairs completion
- Quality of repairs carried out
- First time fix
- Appointments
- Planned maintenance
Areas where we need to improve
- Void relet time
- Headline satisfaction
What do you think?
If you have any comments on the service, please let BITMO know using the form below. It will help us make decisions about the service in the future.
