Working on social housing contracts has been the core of our business for nearly 20 years. We currently work with 15 social housing providers across Scotland. Our clients include large urban and rural local authorities, general and specialist housing associations, and housing co-operatives.
We have a clear understanding of what social housing clients expect to obtain from their heating contractors. This includes:
We have developed an approach to social housing contracts that puts the resident’s needs front and centre of everything we do. We work closely with clients at the outset of the contract to ensure we have a shared understanding of the particular needs of the contract e.g. vulnerable customers, local community information, community benefits and contact details for the client’s key personnel.
Working with you, we will assess your needs and produce a strategy that will help meet your targets, and provide a range of wider community benefits. We recognise that our work is an important element of the client’s Asset Management Strategy. Information flow to and from the client is managed through our IT system which can provide web access for our clients.
We actively seek feedback on our performance both at resident level and from the client at contract level. This helps us ensure that our service continuously improves over the lifetime of the contract.
Through our qualified engineers, we are able to offer a full range of products and services including:
We operate using a direct delivery model with an emphasis on employing locally based staff. Where there is a need to use sub-contractors we have a robust approval process to ensure that high standards of both quality and health & safety are consistently met. We will always aim to recruit locally based sub-contractors, where these are available.
This is achieved through adopting a First Time Fix approach and using initiatives such as vehicle tracking, remote electronic working and strong supplier partnerships.
We are an ISO 9001 Quality Management certified organisation. We have developed quality standards specifically for heating, plumbing, gas servicing and central heating installations. These have played an important part in helping us achieve market leading rates of First Time Fix and Zero Defects.
Our Quality Standards include:
Our workforce is driven by customer care, a 'can-do' attitude and endeavouring to exceed the customer's expectations. This philosophy is embedded in our people who have enabled us to grow our business in a structured and progressive manner. It is also vital for us that all of our employees have relevant and up-to-date knowledge, skills and expertise to perform their work to consistently high standards, and to achieve their full potential.
This includes our:
Over recent years our social housing clients have come from a wide range of housing organisations and geographical locations across Scotland, and include: