Client: Canterbury City Council, Dover District Council, Thanet District Council, Folkestone and Hythe District Council
Category: Annual Servicing, Maintenance and Repairs, plus ad-hoc installations to Domestic and Commercial Central Heating Installations
Date: November 2019
Gas Call Services was appointed as a new contractor to supply heating maintenance to 17,000 homes in Kent. The Gas Call Services team created a new plan after inheriting a contract that failed to hit all KPIs.
These actions included improved procedures consisting of:
- Resource controller to ensure priority times were met.
- Increasing stock levels and enhanced training for engineers to ensure first-time fixes.
- Dedicated service planner, flexible appointments to meet demand, text reminders, autonomy with customers to make convenient appointments.
1.5 Million Pound Contract
96 % First Fix
100 % Compliance achieved
Gas Call Services is proud to have improved the service level agreement to come in line with realistic expectations across the housing stock.