Welcome to Asylum Accommodation and Support Services Contract (AASC)
On behalf of the Home Office, Serco manages the AASC for the Midlands and East of England.
Who we are
Serco provide vital accommodation and support services for people while their asylum claim is being processed. We manage a substantial property portfolio. We are invested heavily to improving the quality standards of the properties, ensuring asylum seekers in our care are comfortable and have access to the services they require.
We have provided housing and support for asylum seekers in the community in the UK since 2012 ensuring safety and respect to some of the most vulnerable people in society while they await news on their immigration status. With over 7000 properties in our portfolio, it is our duty to ensure all accommodation is safe and habitable and in accordance with the Decent Homes Standard.
What we do
We have extensive experience of working with the communities, local authorities, suppliers, and other specialist organisations to achieve strong partnerships and excellent service delivery while providing a safe and supportive service to those in our care, often at the most vulnerable time in their lives.
Property Management
Every property has an allocated housing officer and maintenance operative; an inspection is carried out on a monthly basis where the individual can raise any issues/concerns with their allocated housing officer. Any maintenance related jobs will be raised, and a maintenance operative will have a time scale to which the work request must be completed.
Service User Support/Welfare
At AASC we take great pride in supporting our service users to live an independent and meaningful life whilst in our accommodation. Ensuring our Service Users are safeguarded is key. Whilst treating them with respect and giving them the correct support in accessing key services to promote their wellbeing is at the forefront of what we do. Creating a strong network of agencies enables us to work in partnership to promote the best outcomes for our service users.
Contractual Performance
We are responsible for the provision of contractual performance reporting and provide support to information requests by the Home Office & other external parties. This involves monitoring, analysing and reporting on KPI performance, collaborating with Legal for Contract Change Notice updates and overseeing contractual obligation for all contract departments using a quarterly auditing system. Further to this, we actively engage at assuring the contract against performance using current quality control measures, as well as this we robustly seek the implementation of continuous improvement processes to ensure the business continues to align with contractual obligations and continues to foster a strong Customer relationship.
Analytics / MI
As part of the AASC contract we utilise data to help us make decisions, drive performance, and ensure that we are hitting our KPI’s. This team is responsible for providing accurate, timely & relevant management information and insight to enable Operations to run the business. The Analytics team is split into three areas: Business as usual (BAU), Capacity and Property. BAU focuses on the main KPI’s such as dispersals, proposals, transport, and maintenance. Capacity focuses on optimising our existing property portfolio. Property focuses on acquisition of new properties.
Quality / Data Culture
As the contracts grows and with it the complexity of the data sets that are available increases, we need to make sure that our data is accurate, the tools used are suitable and fit for purpose and that the contract has a well governed data infrastructure.This teams enables this through the development of tools such as PowerBI & Aora, the development of additional data sources and improvement of existing ones that we use as well as providing important insights through KPI checks to allow us to understand and mitigate any KPI failures.
Change / Strategy
We play a key role in the delivery and transformation of business-critical change in the team as well as continuously looking to improve the day to day and develop new standards of working. We support the team by keeping us safe through the management of process' and change as well as tracking projects end to end and facilitating team members to achieve their deadlines and goals.
Diversity and Inclusion
Supporting Service Users from over 140 nationalities and speaking over 100 languages across a wide portfolio of accommodations; AASC believe strongly in having a diverse workforce that is representable, in respect of protected characteristics, to our service user group, the areas we work in and broader society. Creating a diverse and inclusive workplace where our talent can thrive through being their authentic selves is a key strategic driver across all levels of AASC management.