What we deliver
Kier Housing Maintenance has been working with Gosport Borough Council (GBC) since 2011, to repair and maintain their housing stock, including voids and public buildings. Kier delivers integrated services to 3200 homes including responsive repairs and planned maintenance as well as specialist works including gas systems, electrical works and major disabled adaptations.
Each year we deliver over 12,000 repairs and take on average 17,000 calls, including out of hours.
How we deliver
We work in close partnership with GBC, keeping the customer at the heart of everything we do. Due to our longterm relationship, underpinned by our long-serving team we are fully engaged with GBC’s responsibilities towards their customers and their tenancy agreement principles and policies.
We hold a monthly finance/operational meeting with GBC, providing in-depth information in relation to true costs (cost plus model), as well as performance data. All our information is captured daily in real time from our IT systems, controlled and monitored by a fully-trained team. This ensures accuracy and consistency in the flow of information.
We do not employ dedicated resident liaison officers on the GBC contract. Instead, our entire team, from operatives and call-handlers, to resource schedulers, supervisors and managers offers a fully comprehensive resident liaison service and exemplary customer service at all times. This is approach is validated by the fact that compliments outnumber complaints 8:1.
All calls are handled directly by the Kier Gosport team, who receive continuous training on Kier and GBC’s customer service expectations and GBC’s policies and procedures. Team members have qualifications in customer service and attend regular Tool Box Talks to ensure they are up-to-date with health and safety legislation. This ensures they can provide the best advice and support to frontline teams.
Direct delivery with a local team
The majority of our works are completed by a direct delivery team, complemented by a small selection of subcontractors to supplement over-flow of tasks and to allow GBC to flex the works as demand arises.
Where we use subcontract labour, we provide them with the same training and guidance as directly employed personnel, for example, they attend Tool Box Talks and Kier bespoke training sessions. Furthermore, all are long-term local subcontractors who we have built excellent relationships with since the contract began.
Throughout the contract we have worked closely with GBC to deliver tailored social value plans, designed to improve life chances for individuals and communities in the local area. Over the last 12 months alone, we have achieved over £200,000 of Social Return on Investment through investment in skills and employment, community activities and spend in the local economy.
We are now working with GBC to update our social value plan for future years, still focused on skills, employment and community but adding ‘environmental betterment’ also.
Over the years Kier has continuously reviewed how we deliver services. Our interventions have resulted in savings for Gosport of over £500,000 as well as providing a more efficient and improved service for residents.
Looking ahead we remain committed to the economic regeneration of the borough. The people who run and work on this contract are local residents who are personally invested in making the contract as good as it can be for the benefit of the wider community.
" I’ve known Kier since the contract began back in 2011 and was even involved in the tendering process, and we have a great working relationship. Kier employ a lot of local people, which is really important to us at Gosport. That, with the much appreciated work they do on behalf of the local community shows they are willing to work with us to help build a strong local economy. When it comes to their work on the ground, their response times are excellent, their workmanship is top class and the liaison between the Kier staff and our residents is first rate. Kier are a great partner to work with. "Leader of the Council Gosport Borough Council
Deliver a full range of fire safety works annually, including compartmentalisation, warning systems and fire doors across a range of property types with a wide geographical spread.
Delivering a major programme of internal and external planned works for Clarion Housing across 17 high-rise blocks in East London. The programme included kitchen and bathroom updates, mechanical and electrical renewals, roof, brickwork and concrete repairs, groundworks, fire safety and redecorations.
We deliver works to a broad variety of property archetypes, including leasehold properties, purpose-built and conversion flats, terraced, detached and semi-detached houses, estates-based properties, high and low rise blocks, sheltered housing and listed buildings.
Assisting with the evacuation of 650 families from the estate after receiving a call from Camden Council at 5.30pm on Friday 23 June 2017, undertaking emergency fire remedial works, working overnight to fit fire door closers and carrying out an additional programme of fire upgrade works.
Setting up and running a project aimed at giving unemployed young people the opportunity to work on variety of projects at Kier North Tyneside, working with North Tyneside Council and Justice Prince ( a community interest company), and helping the young people learn new skills and grow in confidence.
Delivering responsive repairs and planned maintenance to 3200 homes in Gosport as well as specialist works including gas systems, electrical works and major disabled adaptations. Every year we deliver over 12,000 repairs and take approximately 17,000 calls.