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44

December 2014

Issue 34

so all our staff can learn from best

practise. This creates a healthy

level of competition between staff,

ensuring they are always thinking

of new ways to improve.

We have been committed members

from the start and still believe it

brings a lot of value. The highlight

for us was winning the Most

Considerate Company back in 2011.

We are fortunate to have won a

number of Scheme awards and this

in particular was the culmination of

a lot of hard work from our North

London office across that year. It

shows what can be achieved when

everyone works hard to do things

right and embrace the key values of

the Scheme.

HOW HAVE YOU FOUND THE

MONITOR VISITS ANDWERE THEY

BENEFICIAL?

The visits have been fundamental

in allowing us to view our service

from a resident’s perspective,

thereby considering the service

we provide as well as the impact

on neighbours and the wider

community. In places such as

central London, where many of

the homes we look after are in

close proximity to one another, it

has enabled us to be much more

conscious of everyone around us.

It’s worth mentioning that we do

customer satisfaction surveys as

part of our contractual obligations,

but these also happen to mirror

many of the Scheme’s questions.

For example: Are we clean and tidy?

Do our operators wear shoe covers

when going into people’s homes?

By challenging ourselves to meet

and exceed the requirements of

the Scheme, we have been able to

improve our service delivery at the

front end. This has consistently had

a positive impact on the quality

COMPANY REGISTRATION

of our service delivery and our

contractual obligations as a result.

Connected to this, it has also

enabled us to focus on the softer

skills of our operatives. All of our

operatives are skilled tradespeople,

but not all will have the same skills

in customer service. The Scheme

is a mechanism to help us build

on and improve this vital area,

delivering a courteous and friendly

service as well as being there to

fix a problem. It has become the

benchmark for our training.

COULDYOU DETAIL A FEW

EXAMPLES OF GOOD PRACTICE

YOU HAVE PUT IN PLACE ON

YOUR SITES?

Communication with neighbouring

properties has been a key focus

area for us. Some of the works we

carry out can be quite intrusive

to neighbouring properties.

Scaffolding is a really good

example of this. We contact

those affected in neighbouring

properties, or who are in the same

block, hand delivering a courtesy

letter detailing when scaffolding

will be erected, what the works

are for and for how long. We also

ensure we provide contact details

if there are any problems so we can

address any concerns quickly and

efficiently.

Another area of communication we

have developed has dealt with two

important issues: visible contact

details and improving safety. As a

maintenance company, our ‘sites’

can change six or eight times a

day and we found that some local

people did not have access to a

contact number if there was an

issue. To address this we created a

set of visible fold out barriers that

could be erected where we work.

They clearly display our contact

details, Site Registration number

and act as a safety barrier to clearly

mark the area where work is taking

place.

ANY OTHER COMMENTS ABOUT

COMPANY REGISTRATION?

The Scheme encourages and

rewards companies to continually

innovate, improving the way we

work with residents and their

communities. The latest initiative

we have been working on is a

dedicated Scheme noticeboard at

our Canning Town office. We looked

at the detail of the audit scoring,

for example valuing the workforce

and environmental best practice,

and displayed extra information

about employee welfare and about

correct disposal of waste and

materials.

This serves to highlight and remind

everyone of all the good things

we already do in our organisation,

but makes it much more visible

and links it back to the Scheme. It

reminds our staff to think about

what they could be doing next

to deliver a better service and

hopefully get those valuable extra

points during our next assessor

visit!

If you would like to register

your company with the

Scheme, click

here

.