A number of landlords are considering setting up DLOs. Thoughts from the front-line by Dylan Chipp, Commercial Director at Voluntas.

1. In-house maintenance team (DLO)Things to consider and related matters © Voluntas MRS Ltd

2. You have full control…. End-to-end control of operation from service standard to post inspection Don’t let enthusiasm get in the way of a robust business case Does the Bridge know what its taking on? © Voluntas MRS Ltd

3. How you pay matters How will you pay operatives? What message, ethos and outcomes do you want? You get what you pay for; how far do you need to go? © Voluntas MRS Ltd

4. Work, Rest, Work, Work? Day, night and weekend service provision? Look to the continent shift pattern? Do your circumstances and customers drive what you need or simply what everyone else is doing? © Voluntas MRS Ltd

5. Everyone starts out as a child The ethos is formed in those early exchanges in the DLO set-up New organisations take a life of their own Describe what the DLO will look like in 2, 5 and 10 years – who will deliver this vision? © Voluntas MRS Ltd

6. How much!?! How will you pay the DLO? Leave space to change mid-term You will disagree but remember, A DLO should be like hair loss – permanent © Voluntas MRS Ltd

7. Who’s responsibility? Managing repairs demands matters….. Regularly check your spend and compare to tenants responsibilities….. …or have a “repairs buffet” where customers can have all that they order…..for nothing © Voluntas MRS Ltd

8. Get what you ordered Take time to look at actual hours spent and materials consumed Compare (get it) against SOR and standard rates Open Book gives you an insight – use it © Voluntas MRS Ltd

9. I try and I try… Be clear about success measures Business and customer needs first, award chasing second Disciplined project management essential A DLO is a means to an end – focus on the prize © Voluntas MRS Ltd