Partnership delivering on promises
Published by Rebecca Jackson for Kier Services in Housing and also in Local Government
A Kier operative with a tenant
Surveys have revealed that customers are highly satisfied with the work carried out by the partnership responsible for repairs to council homes in Barnsley, and that targets set for delivering the service are being met and in many cases exceeded.
Barnsley Property Repairs Improvement Partnership (BPRIP) provides repairs and maintenance, Barnsley Homes Standard improvement works to council homes throughout the Borough, with works carried out by Kier and Berneslai Home Construction Services.
The partnership continuously strives to improve service to customers and each month it sends surveys to customers; the feedback received is vital for improving the service and monitoring effectiveness.
Out of 200 repairs surveys issued, 92% of the returned surveys reported that customers were satisfied with the overall performance of the repairs service, surpassing the partnership’s 90% target and demonstrating that it is delivering on its promises.
The results also revealed that 98% of repairs appointments made were kept – an increase of 1% on last year - and showed that 98% of customers are satisfied that operatives are helpful, friendly and courteous.
From 150 surveys sent out for gas and heating maintenance, 99% showed satisfaction with the overall performance , 98% said that the partnership provided good communication and 99% were impressed with employees’ attitudes.
Kier regional operations director, Phil Oades, said: “BPRIP prides itself on providing a first-rate experience for customers; these excellent survey results demonstrate that we are achieving our goal to deliver a high quality property services for customers. We are proud of these results and the recognition it provides for our teams delivering that service.”
Berneslai Homes Construction Services’ Manager, Gary Williams, added: “The latest brilliant survey results show how much our customers appreciate the service that we provide. The results are testament to the effort and hard work of all of the staff involved in providing a customer focused service.”
Since it was created in 2010, BPRIP has introduced customer workshops, job shadowing, new materials, shared compounds and improved processes to provide an effective, innovative and value for money repairs and maintenance service.
READ NEXT »