Derwent Living

In 2014, J Tomlinson was selected as Derwent Living's contracting partner. This long-term partnering contract covers cyclical property improvements across Derwent Living’s housing stock spread across West Midlands, Yorkshire, Staffordshire, Warwickshire, Derbyshire, Nottinghamshire, Lincolnshire and Northamptonshire; covering a range of property types, including non-traditional, listed, medium-rise and high-rise dwellings.

Scope

Replacement kitchens, bathrooms, and central heating systems

Client

Derwent Living

Value

£18m

Duration

2014 - 2024

Services Provided by J Tomlinson

Replacement kitchens, bathrooms, and central heating systems

Project Background

Formed in 1964, Derwent Living manages around 10,000 affordable homes across the Midlands.

As well as homes to rent for people on lower incomes, Derwent Living offers properties for retired people, homes for sale through part-buy, part-rent schemes, residential lettings and key-worker accommodation. Derwent Living’s primary focus is providing good, affordable housing and improving services for residents through greater resident engagement and involvement.

Following a comprehensive, two-stage procurement process, J Tomlinson was selected as Derwent’s contracting partner.

This long-term partnering contract covers cyclical property improvements across Derwent Living’s housing stock spread across West Midlands, Yorkshire, Staffordshire, Warwickshire, Derbyshire, Nottinghamshire, Lincolnshire and Northamptonshire; covering a range of property types, including non-traditional, listed, medium-rise and high-rise dwellings (e.g. refurbishment of 190 flats within 6-storey Cavendish Court complex).


J Tomlinson Solution

Transparency and collaboration – J Tomlinson has an open working relationship with Derwent, with daily contact, regular meetings and customer care reviews. Through both mechanisms we regularly implement communication, procedural or specification changes to improve services to residents.
Tenant interaction – our local Resident Liaison Officer and Site Manager have built excellent working relationships with residents over time. Individual Property Files are provided for each property and updated to reflect current and upcoming works each day, ensuring residents remain informed throughout as part of a positive customer journey. RLO Sue Foster carries out a detailed induction for every resident, to understand the number of occupants in the property, hours of work, holidays booked, pets, health issues and communication preferences. We then use this information to tailor the service accordingly.
Programming efficiency – our Site Manager works in collaboration with the client to understand each annual programme and develop the most efficient route march through a geographically spread property portfolio. We jointly review asset data to align work elements and geographical spread to ensure best value is optimised through the programme.


Project Achievements

Over the past four years we have undertaken over 3000 planned works installations with 100% progress in line with the planned programme.
Smooth contract mobilisation – thanks to existing local staff and excellent local relationships
Design expertise – J Tomlinson is the principal designer of all services including kitchens, where we work with the client’s nominated supplier, Rixonway.
Customer satisfaction KPI – currently standing at 100%
We have built excellent relationships with the client’s Housing Officers and work with them to understand resident vulnerabilities so we can tailor the approach to resident communication and engagement.
Value engineering – we evaluate original client proposals to present alternative designs and improve buildability and finish.
Enhanced living conditions for residents – client targets met
Open days and drop-in sessions – for each work stream or programme of work we hold open days giving residents and their families the opportunity to meet the team and discuss choices.