Overview
The Hailes is a well-established retirement development in Haddington comprising 49 homes (43 apartments and 6 cottages), with a long-standing resident community and an on-site House Manager.
Following a period of frustration with delayed repairs, limited local contractor engagement, and a backlog of required works, McCarthy & Stone Management Services Scotland (MSMSS) and residents sought a locally based, responsive, quality-led contractor capable of delivering both communal works and private in-home repairs. R3 Commercial was introduced as a potential delivery partner, bringing together local knowledge, qualified trades, and a customer-first service ethos.
The Challenge
- Historic difficulties in progressing routine and reactive repairs
- Limited responsiveness from national and non-local suppliers
- A significant list of outstanding internal and external maintenance works
- Upcoming 10-year NHBC inspection requirements
- Desire for a trusted contractor who could support:
- Corporate works (communal redecoration and repairs)
- Private homeowner works (individual apartment upgrades and maintenance)
Residents were clear that lowest cost was not the priority. Instead, they sought quality, reliability, speed of response, and care for residents’ wellbeing.
The Plan
1. Local Engagement & Transparency
An exploratory on-site meeting was held at The Hailes involving:
- Homeowners’ representatives
- The on-site House Manager
- R3 Commercial leadership and operations team
R3 clearly outlined:
- Their role as a subsidiary of East Lothian Housing Association
- Their experience delivering planned, reactive, and cyclical works
- Their dual-service approach:
- R3 Commercial – communal and managed works
- R3 Direct – 24/7 homeowner repairs and maintenance
This transparent approach aligned with McCarthy & Stone’s tendering and supplier qualification processes.
2. Community Integration
To build trust and familiarity, R3:
- Attended a resident coffee morning
- Distributed an introductory flyer
- Engaged directly with homeowners to explain services, response times, and standards
This face-to-face engagement proved critical in a community where many residents have lived on site for over 10 years.
3. Immediate Value Delivery
Alongside early discussions around larger redecoration works, R3 began delivering visible, practical improvements, including:
- Minor toilet upgrades
- Joinery works
- Shelving and unit installations within apartments
This demonstrated R3’s capability to act quickly, work respectfully in occupied homes, and deliver quality outcomes.
Scope of Works
R3 Commercial is now positioned to support:
- Reactive and routine communal repairs via McCarthy & Stone systems
- Pricing and tendering for a comprehensive internal and external redecoration programme, including:
- Corridors, stairwells, communal lounges, offices, and guest suite
- External walkways, balconies, façades, fencing, and refuse areas
- Specialist works including rust treatment, decking renewal, and crack remediation
This scope reflects extensive resident consultation and clear prioritisation.
The Outcome (to Date)
✅ Approved supplier status established with McCarthy & Stone
✅ Strong endorsement from homeowners and the Homeowners Advisory Panel
✅ Over 40 apartments signed up to R3 Direct for private works
✅ Multiple in-home works already completed successfully
✅ R3 recognised as a quality-led, resident-focused contractor, not a lowest-cost provider
✅ Progression towards tender discussions for major redecoration works
Residents described R3 Direct as a potential “one-stop solution” for future maintenance and repairs.
Why R3 Commercial
- Local presence in Haddington
- Qualified, employed tradespeople – not subcontracted call-offs
- Strong understanding of retirement living environments
- Ability to support both managed assets and private homeowners
- Competes on care, quality, speed, and reliability, not price alone
Looking Ahead
Next steps include:
- Working through pricing for internal decoration works and repairs
- Continued resident engagement via coffee mornings and on-site presence
- Expansion of R3 Direct services across the development
The Hailes represents a model partnership for how R3 Commercial can support McCarthy & Stone developments across Scotland using a local, people-centred delivery approach.
