Made Tech Ltd

Residential and Communal Housing Repairs

Modern solution for the reporting of non-urgent housing repairs online from any device. User-centered in design, based on extensive and continuing research. Integrates with a wide range of back-office systems to provide an efficient and seamless repair journey for residents and officers alike.

Features

• Report a residential repair from any device
• Report a communal repair from any device
• Report eligibility handled via address provision: no log-in required
• Straightforward diagnosis questions, free-text inputting detailed problem and location descriptions
• Real-time appointment selection
• Confirmation of appointment booking via text or email
• Triaged to council SoR (Schedule of Rates)
• Tenants, leaseholders and housing officers can report repairs

Benefits

• Simple, accessible service enabling residents to report repairs anytime, anywhere
• User-centered design following GDS principles
• Meets full accessibility guidelines conforming to WCAG 2.1 - W3C
• No sign-in by the resident required
• Modern, cloud-hosted solution with full support wrapper
• Integration with existing council systems included
• Quick to implement delivering value to your residents faster
• Ongoing product development in close collaboration with our customers
• Reduce inbound repairs calls, follow-up contact and manual repair processing
• Improved first-time fix rate with accurate diagnosis and SoR assignment

£320 to £1,500 a unit a day

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at presales@madetech.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

996859574925357

Contact

George Elwell
02033977846
presales@madetech.com

Planning

• Planning service: Yes
• How the planning service works: We work with you to rapidly build understanding of your organisational goals and priorities to then be able to assess how cloud computing can support meeting those goals. We will demonstrate the relative merits of each cloud option (public, private or hybrid, and the ‘as a service’ options) and make recommendations of the best choice to meet your needs. We will use an agile approach to plan and implement any solution, which is highly aligned with the Government Digital Service Standard.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: We provide training and upskilling alongside delivery of outcomes, building civil service capabilities is a core mission for Made Tech. We train on all aspects of your cloud platform through learning by doing, shadowing, mentoring, provision of playbooks and runbooks, gamification of service failures and more formal workshop sessions.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Prior to migration, we will first understand or help develop your cloud strategy, and assess your cloud maturity as an organisation. Subsequently, we design and agree a migration approach to meet your needs - creating a secure cloud platform, with automated infrastructure management ready to migrate the service or modernise legacy applications. We work with cloud providers including: AWS Azure Google Cloud Platform GOV PaaS Hybrid
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: All technology delivery work we undertake includes automated testing, continuous integration and delivery into a production environment.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security audit services
• Certified security testers: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: We provide support in Person or remotely via Email, Telephone or Slack.

Service scope

• Service constraints: No constraints

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: By agreement with client
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Support levels are customised to client requirements. Default support levels are: P1: Response within 30 minutes, Target Resolution time 4 hours P2: Response within 1 hour, Target resolution time 8 hours P3: Response within 2 hours, Target resolution time 2 days P4: Response within 24 hours, Target resolution time 5 days

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: SOCOTEC
• ISO/IEC 27001 accreditation date: 03/07/2019
• What the ISO/IEC 27001 doesn’t cover: N/A - Made Tech's ISO27001 certification covers our approach to information security on both the full range of services that we provide to our customers and all our internal information assets and processes
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Fighting climate change:

  Fighting climate change

  We commit to being carbon neutral by 2023, and have committed to net-zero goals through science based targets (SBTi) through this contract we will:; Adopt remote-first ways of working, making it frictionless to work from anywhere; any travel will be for sessions requiring face to face time; Sustainable business travel eg. public transport, bike. We provide: cycle-to-work scheme, season ticket loans; Offsetting emissions; Reuse and recycling policies, using 2nd hand furniture where possible, reusing computer/other equipment, full spectrum office recycling facilities; Renewable providers in offices, energy efficient lighting, reduced climate control measures eg. changed heating & air conditioning temperatures, encouraging staff to dress for the season. In our serviced offices we ensure suppliers operate matching green policies; Expect the suppliers/subcontractors we engage to operate an appropriate carbon reduction policy for any work delivered through us; Use sustainable tech/practices on deliveries
• Covid-19 recovery:

  Covid-19 recovery

  Since March 2020, Made Tech refused to furlough any employees and has accelerated recruitment, quadrupling in size to over 450 staff.; ; We’ve supported COVID-19 recovery, including:; ; Developed the NHS Virtual Visits tool, enabling patients to meet loved ones virtually. This has been rolled out to multiple NHS trusts.; On HMRC’s Making Tax Digital Platform, in response to COVID-19 we supported the delivery of the critical schemes including Job Retention, SEISS and Eat Out to Help Out.; We delivered grant application services for local councils to allow local business to apply for funding if there profits were impacted due to Covid-19; We created the a service for the processing of COVID results in collaboration with NHS partners; Created a service enabling Covid-19 recovered patients to donate blood and plasma transfusions/donations into vulnerable patients with Covid-19 symptoms.
• Tackling economic inequality:

  Tackling economic inequality

  In every delivery, we consider where added value and benefit, in relation to social, economic and environmental aspects could be delivered to the local communities in which we are working. ; ; We deliver benefits to the local community through our regionalisation focus, that mirrors the levelling up agenda, our academy and by mentoring and upskilling MCA teams. ; ; Our regional strategy supports the UK Government's decision to move from London, help businesses create better, higher-paying jobs and develop skills across the country. ; ; Through regionalisation, we grow local talent, increase local employment opportunities, and boost regional economies.; ; We run a salaried, 12-week Academy, producing our own experts, and addressing the skills shortage in the software sector. Our Academy promotes diversity in technology by recruiting those new to the industry and from underrepresented groups. Previous intakes have been >50% female and represent a wide spectrum of cultures, ethnicity and backgrounds (e.g. not university educated, no previous technology employment).
• Equal opportunity:

  Equal opportunity

  We believe teams reflecting the cultural diversity of society think and bring together different perspectives, increasing motivation by producing superior services for everyone.; ; We monitor D&I efforts through our internal census & survey:; D&I community drives policy/issue escalation transparently with members from exec, management,rotating members; Internal community groups Women in Tech, LGBTQ+, Neurodiversity, Parents/Carers; Events/talks/podcasts/interviews eg understanding the trans experience; promoting Black History Month; 12-week Academies w/£25k+salary for engineering, design, research & data, sourcing candidates from underrepresented & non-university backgrounds UK wide.; Sponsor & mentorship programme increasing diversity at SFIA4+ to raise number of women in billable and non-white ethnic groups in senior roles; Unconscious bias training; 6-monthly data publication & analysis of D&I at management level, gender & ethnicity pay gaps, & satisfaction by demographic; Publicly sharing D&I commitment/investments; ; We’re a Disability Confident Employer, and ensure diversity by working with diversity-focused communities (Black Girl Tech, Coding Black Females, Codebar, Hire STEM women) and specialist job boards. We use gender decoder software on job adverts to ensure gender-neutrality and have worked to ensure our interview panels are as diverse as possible. ; ; By over-representing underrepresented groups and celebrating diversity across our organisation we build motivated teams who use diversity as a strength.
• Wellbeing:

  Wellbeing

  Made Tech emphasises wellbeing as a key part of its culture and Employee Value Proposition. We have implemented the 6 standards in the Mental Health at Work commitment and work with our partners to share practices and learnings. We are bold in our pursuit of wellbeing to boost the happiness, health and satisfaction of our teams, as well as making a meaningful, positive impact on the health and wellbeing of our clients and partners; we strive to understand each client’s support landscape ensuring that we are able to signpost or offer support accordingly. Every individual has regular 1:1s with a line manager including a wellbeing discussion. We have Mental Health first aiders on our team, and provide confidential counselling services, maintain a no-blame culture and have a wellbeing slack channel for the team to share self-care ideas.; ; We consider the culture and working practices of a client before deploying a team, recognising any personal ethical boundaries. Retrospectives and Delivery Assurance account health checks are also used to surface any misalignment or wellbeing issues in deliveries. Our company details our welfare practices. After a period of rapid growth we are assessing how best to implement Voluntary reporting on disability, mental health and wellbeing.; ; We track employee data around sickness, L&D time, holiday (we provide unlimited holiday) and regularly conduct happiness surveys, tracking improvements as we learn more.

Pricing

• Price: £320 to £1,500 a unit a day
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at presales@madetech.com. Tell them what format you need. It will help if you say what assistive technology you use.