Landmark milestone for Kier Sheffield
Published by Rebecca Jackson for Kier Services in Local Government and also in Communities
A unique joint venture partnership between Kier and Sheffield City Council, which was the largest in the country at the time, marks a successful 11 years in delivering repairs and maintenance to the city’s 42,000 council homes and 339 public buildings.
The partnership, which started in April 2003, has achieved impressive results in improving customer service and satisfaction, as well as providing employment and training opportunities for the community.
Kier Sheffield has clocked up a number of impressive achievements across the last 11 years, from delivering efficiencies to leading the industry by launching the Kier Repairs app – the first of its kind - and also:
- Received over 2,500 customer compliments
- £344m invested in local supply chain
- Recruited 198 apprentices
- 24,000 training days delivered to employees
- Raised and sponsored over £130,000 for local charities
Formed with the aim of achieving excellence in service delivery and value for money, Kier Sheffield has implemented a number of innovations and schemes to increase efficiencies across operations. Investing in PDAs for front-line staff and introducing the handy person service for elderly and vulnerable tenants, which provides a fast-track response to deal with smaller jobs around the home, helps streamline the customer journey and processes – while boosting technicians’ productivity and enabling repairs to be completed quickly for the customer.
Kier Sheffield’s commitment to customer service was recognised in 2008 by being the first repairs company in the UK to be awarded with the government’s Charter Mark for customer service excellence, and has just been accredited with its fourth successive perfect score.
The assessor conducting the application noted that “Consultation is the lifeblood of Kier and its high priority in the company is an example of best practice. It is practised at every level throughout the whole organisation and is highly valued, especially by tenants.”
Kier Sheffield takes prides in being a respectful and understanding service provider and was the first contractor in the UK to register with the Considerate Constructors Scheme for day-to-day repairs on both housing and corporate buildings. This has been rewarded with national award recognition and numerous assessments rated above national benchmark standards.
The partnership has implemented a dedicated Strategy for Sustainability to provide extensive community regeneration through the provision of jobs, training, local investment and projects with schools and charities in the area.
Kier Sheffield’s training team has been working with the local community to educate and support young adults over the last 11 years, from providing 1,520 opportunities for 16 to 19-year-olds through the Construction Design Scheme to delivering over 6,000 work experience days for 14 to 16-year-olds through the award-winning City Stewardship Scheme.
Sheffield City Council chief executive, John Mothersole, 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 at an all-time high.
“The innovative partnership has also benefited the wider community by boosting Sheffield’s economy. It has seen an investment of £344m into the local supply chain, created skilled jobs for 198 apprentices and hosted vital training events. The joint venture is a perfect example of our commitment that the city council has made to its residents.”
Kier Sheffield regional operations director, Phil Oades, added: “Kier Sheffield 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 11-year milestone is an ideal opportunity to review progress and make use of this information in continuing to drive forward improvements. We believe that we are a role model to other councils in the value of partnership working and look forward to further developing our relationship with Sheffield City Council over the coming years.”