Group Consultation: 15 th February, 2011 An overview of the Mears and Tower Hamlets Homes Partnership

Company Introduction and Overview PLC listed company with annual turnover £500m + 12,000 employees Housing - Our core business  More than 3,500 small repairs carried out daily  Over 150 kitchens and bathrooms completed every day  Over 50 housing partnerships across the UK  16 in London -Croydon, Watford, Ealing, Kingston, Lambeth, Family Mosaic  Services include: Repairs and Maintenance – all trades, Planned Works & Decent Homes, Gas Installation and Servicing,

Quality /Customers/Service - Expectations Aim for 100% customer satisfaction High quality work Customer care excellence Community We support local communities and equality and diversity policy  In 2009 we completed 578 Community & Environment projects, 1,383 (20%) employees participated and 18,497 hours were spent in the community. Mears Focus

Our Promise to Tower Hamlets Homes – Is………………. Manage the transition well Fully resource the mobilisation process Provide a consistent resident focussed service Demonstrate value for money Control costs and reduce waste Pan Borough Contact Creating a quality repair service designed against THH customer demands Engage with THH staff and customers Lay foundations for successful 5 year extension

Tower Hamlets Homes Partnership “What are the new features ?”  New Brand for Tower Hamlets Homes  Deliver and operate a THH client model that focuses and builds on continuous improvement for our customers  Manage the assets not just spend the budget  Create a quality repair service designed against customer demands  Engagement with residents and involvement in our teams induction  Training and Investment in our community  Health & Safety Training  Customer Care Training