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Performance statistics show Kier is achieving its targets
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A year into the four-year repairs and maintenance contract in Islington and Kier is right on target with recent figures showing it has achieved an impressive customer satisfaction rating of 98 per cent.
Over the past year, Kier has worked closely in partnership with Homes for Islington (HFI) to repair and maintain approximately 29,000 properties in the borough, including voids and adaptations.
The contract, which has an annual value of £13.5m, also involves Kier providing gas servicing repairs, replacements and upgrades, maintaining estate security (CCTV) and kitchen sink waste disposals systems. Currently, Kier is delivering 99 per cent of gas servicing works within its given time while fulfilling 90 per cent of its contractor appointments.
Kier partnering manager for maintenance in Islington, Matt Smith, said: "As a business it is imperative that we constantly measure our performance and the satisfaction of the tenants in the areas where we operate. We are constantly striving to achieve the best possible results and I'm delighted to see the latest figures demonstrate our hard work is paying off."
Kier has worked with HFI to develop customer call back cards which now include alternative languages, large print, audio tape, compact disc availability and braille. Kier operatives each use hand-held digital devices (Enterprise Digital Assistant) which allow HFI and Kier to quickly receive and transfer real-time data, ensuring the order notes are kept updated and allowing for more timely and accurate information to be given back to customers.
The company has also continued its dedication to customer satisfaction with HFI by setting up useful workshops to provide tenants with general household maintenance tips. Recent topics have included a damp and condensation workshop demonstrating how problems can be avoided for residents, held at the Holly Park and Highbury Quadrant Estate Offices. The sessions were well attended with tenants commenting on how beneficial they found the talk and leaflet information.
Leaflets have also been given to tenants by Kier's plumbing operatives to provide information on avoiding drain blockages. To support this, Kier and HFI also held tool-box talks which directly impacted the number of queries reported by tenants in this area. Tool-box talks are regularly used by Kier to give a short presentations to its workforce on aspects of Health & Safety, and tend to address the basic safety concerns relating to that aspect or subject.
Contact Information
Rachael Hunter
Acceleris Marketing Communications
Town Centre House
Cheltenham Crescent
Harrogate
HG1 1DQ
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