Client Southway Housing Trust Dates 26th November 2007 to 30th June 2008 Period 26 weeks Value Target cost £1,018,992 Contract Part of a framework agreement called IMPACT Manchester. The main form of contract is PSPC with Optio Scope of works
Removal of wooden windows and replacement with UPVC windows to 281 properties in South Manchester. Replacement / repair to rear and front security doors. Replacement gates to properties requiring them. Render and brickwork repairs and replacement lintels as required. Gas tests to properties with new windows. 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
This contract was carried out as part of the larger IMPACT Manchester Framework. The Framework employs six contractors to undertake decent homes works for four clients over a five year period. Kinetics are working along side Connaughts, Bramalls, Wates, Manchester Working and Seddons to deliver a total programme of works valued at over £250 million.
As part of the framework, Southway Housing Trust have utilised Kinetics to deliver £4.5 million of windows and door schemes on a fully open book basis in their first operational year. The framework has an established number of key groups consisting of all partners, these include: procurement, value engineering, customer care, community benefit / training, K.P.I.’s and public relations.
We have worked closely with window suppliers and the client to value engineer the original specification to achieve best value for money without affecting the quality and life expectancy of the end product. The group has also negotiated deals with supply chain partners to provide commitment to price, quality and agreed service standards.
By working as a team best practice has been adopted across clients and between partners. The K.P.I. group developed a suite of 22 KPI’s covering industry standard measures to allow benchmarking, but also framework specific measures to reflect IMPACT’s values of local employment, training, diversity and community benefit.
All schemes are carried out on a fully open book basis with an agreed target cost and adjusted for omissions and additions and a final GMP. Audits are undertaken on each scheme with the client having direct access to our IT system and full audits of all paper based systems. Agreed percentages of overheads and profit are maintained from the bid stage of the contract.
Mauldeth Road was our first scheme with Southway. The KPI’s from the last quarter of the scheme show marked improvements from the first month onwards. Working collaboratively allowed us to discuss issues arising early on in the programme and address solutions to provide an improved service to residents. This included re-designing resident information packs for the window and door schemes to provide specific use and maintenance instructions for the design of windows selected. A full resident DVD explaining and illustrating the process and impact of the works in people’s homes was also provided to residents or presented by the resident liaison officer.
We employ full time resident liaison officers on each scheme and maintain consistent teams working from scheme to scheme. This has ensured that all lessons learned are adopted and followed through, so providing continuous improvements in service for both residents and clients.
Kinetics employed a joinery apprentice from the local housing area from day one of this scheme. By working in partnership with MANCAT we were able to employ local people who had already expressed an interest in construction and needed a sponsoring employer to provide on site training. Since we had only window and door schemes in the pipeline, we have had to work innovatively with other contract partners and the college to “share apprentices” to ensure they obtain their full requirements to meet their NVQ standards. They have remained directly employed with Kinetics but have moved between partners to gain added experience and on site training. This has proved highly successful and developed great team working at all levels.
As well as the standard basic KPI’s illustrated above we monitor every pound spent in the local area through the scheme and all our activity within the local community. We are proud to say that Kinetics employ 87% local people on their IMPACT schemes and spend over 85% of the money committed by the client through Greater Manchester suppliers. By using REMPLOY to manufacture and provide our windows we have also directly contributed to the employment of 28 disabled people in their manufacturing plant. We take on two trainees per million pounds of expenditure as well as working with local schools and EB solutions to support enterprise challenge days and practice interview sessions for local people. Our community development officer has bought a whole range of innovations and activities on board to provide maximum impact within the communities in which we work. | 
