Excellent feedback recognised at Kier Sheffield
Published by Elizabeth Pokorny for Kier Services in Housing and also in Communities
Kier customer service representative working with tenants in the community
Kier Sheffield LLP is celebrating after receiving 95% positive feedback from customers for the repairs and maintenance work it delivers to more than 42,000 council-owned homes and public buildings across the city.
Customer satisfaction continues to improve year on year with Kier exceeding its overall repair service target of 92% satisfaction, particularly in its gas servicing and adaptations work. Both received 97% customer satisfaction during the last nine months.
Kier has a strong focus on customer care and develops its service to ensure tenants’ needs are met through the company’s initiative of engaging with, listening to and acting on customer feedback.
By working closely with residents, Kier Sheffield’s dedicated customer team continued to improve its service through a range of initiatives. These include ‘resident ride-outs’, where tenants spend half a day with a Kier employee and provide feedback on areas for improvement. Last year the company also became the first repairs provider to launch a unique repairs smartphone app, through which residents can report repairs and track enquiries.
Ms Thornton, a Sheffield tenant, said: “The Kier team was punctual, polite and did a fantastic job. They came out the day after I sent an adaptation request and were incredibly thoughtful, making sure everything was tidy and back in place at the end of each working day.”
Kier Sheffield’s strong customer focus has been underlined by its renewal of its government ‘Customer Service Excellence’ accreditation in 2012. The company, which employs 97% of its workforce from the Sheffield area, was praised for its commitment to service, its customers and communities.
To help provide excellent customer service, as well as foster sustainable communities in the areas in which it works, Kier provides apprenticeship and training opportunities to local people. In 2012, the company appointed 17 new apprentices who work alongside dedicated mentors to learn on-site skills that complement their classroom training.
Kier also works closely with its supply chain to support local business and, in 2012, a significant amount of money was spent with SMEs, 80% of which went to those operating from a Sheffield postcode. It has also sourced 84% of its material suppliers from the Sheffield area.
Kier regional managing director, Simon Bullen, said: “These positive customer feedback results are testament to the hard work of our customer team, who bridge the gap between our residents and operatives. They enable us to continue our primary focus of excellent customer service and ensure residents are at the heart of everything we do.
“As a local employer, it is a key objective of ours to provide valuable training and employment opportunities to the people of Sheffield and we hope to continue this work in order to develop sustainable communities and worthwhile careers for the next generation.”
Kier Sheffield an award-winning partnership between Kier and Sheffield City Council, is responsible for repairs and maintenance to housing stock managed by Sheffield Homes, as well as schools and public buildings.
For more information about Kier visit www.kierservices.co.uk