Strengthening Contract Governance for a Major Housing Association
Client Types Buyer
Life Cycle Stage In-Life Management & Governance
Sectors Public Sector & Housing
Pain point:
“Inconsistent contract governance and supplier disputes are affecting our repairs and maintenance contracts.”
See how Clear stabilised contract governance and supplier performance, reduced commercial risk and strengthened regulatory readiness.
Commercial Outcome
Stabilised contract governance and supplier performance across high-risk maintenance and repairs contracts
Implemented an improved dispute resolution approach and high-level negotiation of terms
Implemented a contract maturity exercise across key supply chain contracts
Reduced financial leakage through recommended contract lifecycle toolkit, P2P controls and payment validation processes
Project managed the exit and transition process for a new repairs and maintenance provider with continuity of TSM-critical resident services
Improved regulatory alignment with Awaab’s Law and Tenant Satisfaction Measures
Situation
The client, a large UK Housing Association, faced escalating commercial, operational and regulatory risk across a complex supply chain. Limited performance visibility, data quality issues and inconsistent processes had led to disputes, value leakage and reduced service outcomes for residents. The organisation was also preparing for the impact of Awaab’s Law as well as the enhanced regulatory expectations of Tenant Satisfaction Measures (TSMs).
Clear Consulting was appointed as a specialist commercial and contract management partner to help stabilise contracts, help resolve disputes, support major supplier transitions, reduce commercial exposure and build long-term internal capability.
Objectives
Establish contract management best practice aligned to TSMs
Manage and negotiate exit/transition of major maintenance & repairs suppliers
Strengthen contract management of key Gold suppliers
Analyse and identify recommendations for improved P2P process, charging arrangements and AFP reconciliation
Conduct Contract Maturity Assessment and address governance, skills and resource gaps
Recommend actions to reduce cost, risk and value leakage while improving supplier performance
Recommendations for supplier Segmentation for proportionate contract oversight
Project manage transition to a new repairs and maintenance provider
Maintain compliance with Awaab’s Law and other statutory deadlines
Services
Contract Management and Performance Improvement
Review of KPIs and alignment to TSMs, performance monitoring and remedial planning
Dispute strategy, variation interpretation, review of payment notices and pay less notices
Contract Management toolkit rollout design, recommended segmentation model, coaching, mentoring and recruitment support
Hands-on stabilisation of high-risk contracts
Compliance assurance for Awaab’s Law
Dispute and Commercial Support
Chronology/evidence review; Work Order dispute packs
Executive negotiation and commercial risk assessment
Negotiation of Heads of Terms
Input to procurement, KPIs, payment processes, data and TUPE transfer
Exit and Transition
Exit negotiations and mobilisation support
Embedding lessons learned into new contract changes and review of performance frameworks
Assessment for continuity of TSM-critical services (repairs)
System and P2P Analysis
Assessment of existing systems and gap analysis for contract administration
Heat map of payment assurance, hands-on AFP validation
Refinement of reconciliation rules, SLAs, RACI and audit controls
Agile project management and testing support
Achievements
Delivered a clear improvement plan reducing operational and commercial risk
Recommendations for stabilised supplier performance and strengthened contract governance
Reduced value leakage through recommended P2P controls and payment validation
Project managed the transition between major repairs suppliers
Recommended improved TSM reporting capability and regulatory alignment
Improvement plan for enhanced data visibility, KPIs, and dispute resolution processes
Built internal capability plan for training, mentoring and recruitment support
Designed recommended tools, templates and processes to enable long-term sustainability
Conclusion
Through practical support, strategic advice and capability building, we identified measures to reduce risk and cost while improving resident outcomes, regulatory compliance and long-term organisational resilience.
Inconsistent contract governance and supplier disputes are affecting our repairs and maintenance contracts.
