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Kier celebrates customer service and training success

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Kier celebrates customer service and training success


Published by Rebecca Jackson for Kier Services in Housing and also in Communities

Apprentices Apprentices

Kier is celebrating receiving 100% positive customer feedback for work carried out to provide Barnsley Homes Standard property refurbishments.

In the Elsecar area of Barnsley, Kier received 100% satisfaction from residents receiving Barnsley Homes Standard works to their homes, greatly surpassing its target of 95%, while overall for work in the area, Kier received a 96% satisfaction rate in 2012.

As well as its dedication to customer service, Kier places a strong emphasis on employing and training local people in the areas in which it works. In Barnsley, Kier currently employs eight young people on its tailored apprenticeship programme who work alongside dedicated mentors. Through the programme, youngsters are able to gain on-site experience and skills to complement their formal classroom sessions at local colleges.

In December, Kier celebrated the successful completion of more than 500 training days for employees and apprentices working between 1 September 2011 and 31 August 2012*, equating to more than four training days per individual employee.

Training included a variety of courses in subjects including health & safety legislation, compliance, supervisory and management skills, equality and diversity, and customer service skills. Many employees are also undertaking a variety of NVQs in subjects appropriate to their role.

The company, which employs more than 120 staff from the local area, has a long-standing focus on health & safety and strives for the safest working conditions possible. Over the first two years of the contract, which began in 2010, Kier achieved 2,221,704 accident-free man-hours in Barnsley**.

To maintain this record, Kier works hard in the planning, supervision and training of all employees within the Barnsley contract to ensure they work as safely as possible.

Kier regional operations director, Phil Oades, said: “In Barnsley, we have successfully taken a contract to provide repairs and maintenance services and added numerous additional opportunities for local residents and the community. Since the contract began in April 2010 we have delivered training and employment opportunities to our workforce, 98% of which come from the local area. By making health & safety a key priority we have ensured that every member of our team has a safe and healthy working environment in which to work. We are proud to have been able to have such a positive impact in Barnsley and aim to extend this work over the coming months.”

Part of the Barnsley Property Repairs Improvement Partnership in conjunction with Barnsley Metropolitan Borough Council, Berneslai Homes and Berneslai Homes Construction Services, Kier provides responsive repairs and maintenance and the Barnsley Homes Standard to around 6,500 homes in the Borough.


For more information about Kier visit

*1,430 instances training sessions were held which equates to 501 training days.

** Between April 2010 and April 2012.


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