How Grampian Housing Association is transforming repairs with PfH

Delivering local value through flexible procurement: how Grampian Housing Association is transforming repairs with PfH

Grampian Housing Association provides over 4,000 affordable homes for social rent across 3,372 square miles of North East Scotland, from Moray and Aberdeenshire to the city of Aberdeen. Tenant satisfaction is central to everything Grampian does and a key part of this is its high-quality, responsive repairs service that’s designed to meet the needs of its diverse and often rural communities.

THE PROBLEM

An extensive geography, tight timescales, and the need for trusted local delivery

Grampian faced a familiar challenge: how to deliver a consistent, quality repairs service across a wide region. With properties in urban centres and remote countryside, meeting tight timescales cost efficiently and to a high standard was increasingly difficult – especially when many larger contractors lacked local presence or flexibility.

The housing association needed a procurement route that could balance compliance with agility, enabling them to work with local suppliers they knew and trusted while still meeting regulatory requirements. At the same time, the resource burden of managing a major tender – potentially tying up multiple staff members for weeks – was a concern.

THE SOLUTION

A dynamic route to market, backed by expert support

Grampian turned to PfH Responsive Repairs and Voids Dynamic Purchasing System (DPS) to meet these challenges. The DPS offered a flexible, compliant route to market, giving Grampian access to a wide pool of pre-vetted suppliers, including local contractors who cared about supporting their community.

Our team provided hands-on support throughout the process, from shaping the tender to reviewing contract terms and advising on mobilisation of suppliers. Their expertise helped Grampian avoid common pitfalls, streamline internal workloads, and ensure the procurement aligned with both operational goals and tenant expectations.

“What sets PfH apart is the calibre of their staff – they are approachable, knowledgeable and proactive in offering support. Having access to them was key in our decision to use the DPS – I felt they really understood our challenges at Grampian. It made the whole process straightforward.”

“Being based in Aberdeen, often contractors on a framework can’t meet our service requirements. Having the flexibility of the DPS, which local contractors can join anytime, meant we could quickly source and onboard pre-vetted repairs firms.”

– Alexander Carle, Director of Asset Management, Grampian Housing Association

THE RESULTS

A scalable solution delivering local impact, regulatory readiness, and supplier growth

The value of the DPS is already clear. Grampian has identified new local suppliers, strengthened its ability to meet performance targets, and embedded a more efficient, data-driven approach to procurement.

This approach has also helped staff prepare for upcoming regulatory changes. With Scotland’s version of Awaab’s Law due in March 2026, and new Annual Return on the Charter (ARC) indicators now in place, Grampian has already adapted its damp and mould response protocols. Emergency attendance, automation of advice to tenants, and in-house training have been introduced, supported by supplier guidance and rapid mobilisation through the DPS.

Customer satisfaction has also seen a marked improvement. By working with contractors who share Grampian’s ethos and prioritise communication and accountability, satisfaction scores have risen from 80% to 90% over the past 12 months.

The DPS also benefits suppliers. Contractors gain clear expectations, fair processes, and 30-day payment terms. This encourages innovation, continuous improvement, and opportunities for growth. By using the DPS, Grampian is empowering small, local suppliers to deliver even better services and build the sustainability of their businesses.

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