Appointed to support the end-to-end transformation of Origin Housing’s long-term outsourced repairs and voids contract, beginning with a detailed review of historic service delivery, performance data, policies and customer feedback.
The client
Origin Housing (now Places for People) was a housing association operating in London and Hertfordshire in the United Kingdom. Origin Housing owned and managed over 7,000 homes, providing affordable rent, shared ownership and supported housing.
Services provided
The project
Faithorn Farrell Timms were appointed to support the end-to-end transformation of Origin Housing’s long-term outsourced repairs and voids contract, beginning with a detailed review of historic service delivery, performance data, policies and customer feedback. This initial review assessed performance over a 10-year period, identifying key strengths and areas for improvement.
As a result of the merger into Places for People (PfP) on 1 April 2026, the contract ended, with PfP bringing contract support in house.
Our role
FFT supported Origin Housing from the initial options appraisal review through to procurement, mobilisation and ongoing delivery, and we continue to act as Independent Advisor under the TAC-1 contract.
We undertook a comprehensive service review, analysing KPI performance, policies, processes and customer insight, alongside stakeholder engagement and soft market testing. This informed a detailed options appraisal, enabling Origin to select a preferred delivery model based on risk, cost and operational impact.
FFT developed the procurement strategy and managed a full above-threshold, PCR-compliant process. This included preparing tender documentation (PAS91, specification, KPIs, commercial model and contract), advising on TUPE and Section 20 requirements, and leading evaluation, governance and reporting via the myTenders portal.
We supported both the mobilisation of the new contract and the transition from the previous arrangement, including IT integration, risk management, process mapping and contract management training on the TAC-1 form. Despite the incumbent contractor being reappointed, changes to the delivery model required careful implementation.
Resident and stakeholder feedback has been embedded throughout, shaping the future service design, particularly in response to concerns around wait times, quality and communication.
Post contract, FFT continues to provide independent oversight, including supporting operational and core group meetings, monitoring performance against KPIs, advising on the commercial model and resolving contractual matters.
FFT also provided additional support to deliver the statutory leaseholder consultation requirements, managing the end-to-end Section 20 process, including issuing notices, handling observations and ensuring compliance across communications with over 1,000 leaseholders.
FFT also supported Origin to ensure the Section 20 Notice of Proposal was fit for purpose and fully discharged Origin Housing’s obligations under the relevant leaseholder legislation. As part of this Section 20 support, FFT also assisted Origin Housing in cleansing their leaseholder data to ensure that the correct notices were issued to the appropriate leaseholders, while remaining fully compliant with data protection requirements under the GDPR 2018.
The challenges
FFT were appointed to compliantly manage the full procurement process in accordance with the PCRs, as the annual value of the Contract meant it exceeded the threshold for works procurements. FFT ensured Origin Housing complied with their obligations as a Contracting Authority procuring under the PCRs, which included providing detailed feedback to all unsuccessful tenderers as part of the award process.
Furthermore, FFT supported Origin Housing to mobilise the Contract under a new form of Contract, TAC-1, having operated the previous contracts for 10 years under the TPC 2005 (amended 2008). FFT’s role extended beyond the mobilisation, whereby we provided strategic independent advice at Core Group level, under our role as Independent Advisor, in order to resolve disputes and apply the principles of the Contract. By way of example, this included resolving differences of opinion as to what was included and excluded from the PPP model and also applying the correct CPI adjustments at the anniversary of the Contract.
Added value
Our market knowledge and benchmarking enabled Origin to understand its performance relative to peers and make informed strategic decisions with regard to what would be the best delivery model for them moving forward.
We have supported Origin to uplift the contractual rates with Gilmartin’s at the anniversary of the contract at no additional cost.
Furthermore, we have run training sessions with different members of Origin and Gilmartins staff, as and when they have changed, to ensure they are fully up to speed with regard to the key principles of the contract and how they should be applied in practice.
The outcome
The contract was successfully procured and awarded in early 2023, ahead of programme and without challenge, enabling a five-month mobilisation period prior to commencement in June 2023.
Since implementation, performance has improved significantly, with December 2024 data showing 13 KPIs exceeding target and 3 performing between minimum and target levels.
FFT’s ongoing role as Independent Advisor has supported continuous improvement, effective contract management and the resolution of operational and commercial matters, contributing to a more robust and collaborative service.
We found FFT to be an excellent partner throughout this project. Their team provided clear, expert guidance at every stage – from the initial review and procurement through to mobilisation and ongoing delivery . Paul Smith and his team were highly professional, responsive and easy to work with, always taking a collaborative approach and keeping resident & business needs at the heart of the process. Their support was key in helping us strengthen performance and deliver a more robust and effective service.
Pam Bhamra Director of Communities – London at Places for People