Scheme Social Housing Properties Refurbishment and Maintenance throughout the London Borough of Enfield Client Enfield Homes Dates Over 25 Years Period Ongoing Value £1,050,000 annual, £20,000,000 to date Contract £1,050,000 annual, £20,000,000 to date Scope of works
Enfield Homes aims to continue developing and improving its services to ensure that they meet the needs of residents and provide value for money in accordance with its values to involve and listen to customers, deliver commitments reliably and first time, and to work in partnership.
The Arm’s Length Management Organisation (ALMO) was set up by Enfield Council with a commitment to manage its homes and to improve housing services by providing high quality, value-for-money services to build and sustain successful communities.
Kinetics Group is proud to have been working in the homes of Enfield’s residents for over 23 years, and in delivering the project is driving forward innovation in the construction industry by leading a range of training, employment and efficiency programmes. In addition to delivering the programme, Kinetics has brought its skills and expertise in resident liaison to overcome the challenges associated with multi-cultural and Multilanguage communities.
Key performance indicators
Dec 07 June 08
1. Customer Satisfaction with Product 90% 100%
2. Customer Satisfaction with Service 90% 100%
3. Contractor Satisfaction with Landlord 98% 100%
4. Resident Satisfaction with Product 95% 98%
5. Resident Satisfaction with Landlord service 95% 98%
6. Resident Satisfaction with Contractor Service 95% 98%
7. Snagging at handover 90% 95%
8. Defects Period defects Not yet available
9. Questionnaires returned 90% 100%
10. Waste recycled 82% 89%
11. AIR 0 0 (no accidents)
Innovations
Kinetics Group is working across London Borough of Enfield, carrying out electrical works on behalf of Enfield Homes.
The contract includes works to individual electrical systems and security / CCTV installations systems. The project is being delivered in a range of properties by a dedicated and highly skilled team of engineer, technicians, operatives and apprentices.
The works can vary according to the property, and can include the removal and replacement of outdated systems, monthly safety and systems checks, servicing, and reactive maintenance and repairs.
We are contracted to provide planned and reactive servicing and safety checks, electrics, CCTV systems and door entry equipment.
One of the main challenges which we have overcome is one which is symptomatic of commercial contracts – that a problem with an electrical or security system affects more than an individual household – but we work hard to alleviate the impact through the close working relationships between our Resident Liaison Officers and supervisors and wardens to ensure that any resident affected by a system going off-line is looked after.
We know we can deliver projects more effectively and efficiently by engaging with residents, and that is why we are committed to bringing training and employment programmes to the area, and to recruiting from the communities in which we are working.
We know that training and development of our staff plays an important part in how well we continue to service clients’ needs, and provide a comprehensive training programme satisfying the needs of our employees and apprentices. We are an equal opportunities employer and are actively encouraging an increase in the number of women, BME and lone parents we employ within the operations side of the business.
Like most new organisations, Enfield Homes knew what it wanted to achieve but needed assistance to achieve it and we have developed a system of bespoke solutions to help our client achieve its goals.
We work to a very flexible 24/7, 365-day working pattern to meet the client’s needs, and operate via a system of PDAs to allow our teams to access real-time information from central systems, which they can also update from site. Our team of operatives work with closely with residents to ensure the programme is delivered effectively and efficiently.
One of the key areas in which we were able to ‘go the extra mile’ in Enfield was to find a solution to their training needs – and provide it. We operate a comprehensive training, mentoring and development programme for apprentices and staff, so it was a natural step for us to expand this service and introduce some cross-training to benefit the client and the residents in whose homes we are working.
We have established links with various agencies and organisations in the area, including the College of North East London (CONEL) and through these relationships have been able to identify and deliver bespoke training courses to enable our operatives and residents to access training they wouldn’t previously have been able to.
Our relationship with Enfield Homes is one which has grown and developed over the 23 years we have been working in the borough, and it is this which has helped us to forge success with our recent contract wins in the area. We are known for doing what we promise to do, and this has been demonstrated throughout the many contracts we have already completed. We are known for finding and delivering solutions rather than simply identifying problems, and the longevity of our relationship with Enfield Homes has allowed us to develop a solid understanding of the client and their needs. This commitment has been recognised and rewarded with extended contracts, increased scopes of works and new contract wins.
We have established a dedicated call centre for this contract, with callers guided through a series of questions to ensure enquiries are dealt with appropriately. Calls are prioritised and dealt to ensure the most vulnerable residents are not left without heating and water. The project is micro-managed to ensure that we are as flexible as our client’s residents require, which means issues of non-access are minimised, and where possible, appointments are pro-actively brought forward. We work to a strict regime of KPIs, and operate a self-auditing programme.
As well as focusing on the client’s needs, we have been able to spread our work into the community and help people access existing training and employment opportunities while developing new opportunities and developing as an employer.
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