Half Decade Anniversary for Kier Stoke
Published by Rebecca Jackson for Kier Services in Housing and also in Communities
John van de Laarschot and David Mawson
A joint venture partnership between Kier and Stoke-on-Trent City Council is celebrating a successful five years in delivering repairs and maintenance to the city’s 19,000 social housing homes and 450 public buildings.
The partnership, which started in February 2008 and employs 438 local people, has achieved impressive results in improving customer service and satisfaction, as well as providing employment and training opportunities for the community.
Kier Stoke has marked a number of impressive achievements across the last five years, from driving efficiencies to reducing residents’ fuel bills, and also:
- 99% customer satisfaction
- £11m per annum invested in local supply chain
- 200 apprenticeships offered
- 912 training days delivered to employees
- Organised a targeted corporate responsibility, employment and skills event attended by 90 local SMEs and micro-businesses
Formed with the aim of achieving excellence in service delivery and value for money, Kier Stoke has implemented a number of innovations and schemes to increase efficiencies across operations. Systems Thinking is a new approach to responsive repairs which streamlines the customer journey and processes - boosting technicians’ productivity and enabling repairs to be completed quickly and at a convenient time for the customer.
In the two years since its implementation, Systems Thinking has achieved a 99% customer satisfaction level.
Ms Harper, a resident in Stoke said: “It’s faster and very convenient, I never thought repairs could be done this quickly.”
Under the banner of ‘Reigniting the Customer Experience’, Kier Stoke’s commitment to customer service was also recognised in the 2012 TPAS (Tenant Participation Advisory Service) Awards where it won the ‘Excellence in Working Together’ category.
A dedicated Strategy for Sustainability has been implemented in the partnership to provide extensive community regeneration through the provision of jobs, training, local investment and projects with schools and charities in the area.
Kier Stoke’s specialist Green Team has been working with the local community to educate customers about small behaviour changes that can help to save energy, as well as carrying out energy efficiency works to reduce residents’ fuel bills.
Cllr Janine Bridges, cabinet member for housing, neighbourhoods and community safety, said: “The joint venture between the city council and Kier has been an overwhelming success and has had a really positive impact on our tenants’ quality of life, with customer satisfaction rated at 99%.
“The innovative partnership has also benefited the wider community by boosting Stoke-on-Trent’s economy. It has seen an annual investment of £11m into the local supply chain, created skilled jobs for 200 apprentices and hosted vital training events for 90 small and micro businesses. The joint venture is a perfect example of our commitment to the Mandate for Change and meets each of the four pledges that the city council made to its residents.
“We will continue to work closely with Kier to build upon our many successes in the future.”
Kier Stoke head of operations, Richard Wall, said: “Kier Stoke is a great example of how effective a joint venture partnership can be in improving the service delivered to residents, as well as boosting efficiency and value for money across the board.
“Reaching the five-year milestone is an ideal opportunity to review progress and make use of this information in continuing to drive forward improvements. We hope to offer a role model to other councils in the value of partnership working and look forward to seeing what the next five years of Kier Stoke will bring.”
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