Servicing, Maintenance, Repair and Installation – Trent and Dove Housing

Trent and Dove required a partner to deliver their gas servicing, maintenance and installation works including a 24/7 emergency call out facility. J Tomlinson were engaged in 2010 to deliver the works and provide enhanced service delivery for the residents, with the contract re-secured in 2014

Scope

Servicing, Maintenance, Repair and Installation

Client

Trent and Dove Housing

Value

£8.0M

Duration

2010-Ongoing

Services Provided by J Tomlinson

Repairs and Maintenance, Energy Efficiency and Renewables

Project Background

Trent and Dove Housing are a Midlands-based registered provider offering affordable housing for rent and part (shared) ownership across East Staffordshire and South Derbyshire.

Trent and Dove required a partner to deliver their gas servicing, maintenance and installation works including a 24/7 emergency call out facility. The works would also include electrical works and provision of renewable technologies e.g. domestic air source heat pumps. Following a two-stage procurement process J Tomlinson were engaged in 2009 to deliver the works and provide enhanced service delivery to residents, with the contract re-secured in 2014.


J Tomlinson Solution

Maintaining compliance and achieving KPIs

Upon contract commencement, J Tomlinson identified that the current gas servicing procedures required improvement in order to optimise delivery of the service to residents. The business worked closely with Trent and Dove, consulting local resident groups on issues such as meeting gas compliance within anniversary dates, changing the access procedures, and redrafting the appointment letters sent to residents. Since implementation of the new procedures, J Tomlinson has achieved 100% Landlord Gas Safety Certificates within anniversary every year.

Co-location with client

J Tomlinson’s dedicated project team is located at Trent and Dove Housing’s head office. The shared office environment provides many benefits; including an improved service, enhanced customer experience, more effective call handling and allocation of work, shared resources and assets, joint problem solving, shared training and induction opportunities and sharing of best practice.

Additional services

J Tomlinson worked closely with Trent and Dove to find an appropriate heating solution for their off-gas properties. The solution was to install Air Source Heat Pumps and Ground Source Heat Pumps across a number of these properties, which has since resulted in greatly reduced energy bills. J Tomlinson’s Resident Liaison team worked very closely with the residents before, during and after the works to explain how the new systems work, and ensuring residents maximised the benefits by switching to the right tariff and using the controls effectively. As an MCS-accredited installer these works qualified for the Renewable Heat Incentive, providing Trent & Dove with a long-term return on investment.

 


Project Achievements

COMMMUNITY COLLABORATION – as part of J Tomlinson’s commitment to the local Intermediate Labour Market initiative, we have employed 2 apprentices from the local community on the contract. The company also routinely sponsors local events and campaigns, including the Trent and Dove ‘Impact on the Community Awards’ and the annual local Rotary Club Sandwich Board March through Burton-upon-Trent. Additionally, we have supported Trent & Dove’s Easter and Christmas campaigns

RESIDENT-CENTRIC APPROACH – we established an interpretation service – ‘Language is Everything’ – which caters for Punjabi, Urdu, Polish, Hindi, Arabic, Kurdish, and Farsi-speaking individuals. The service allows the company to fully cater for Trent & Dove’s residents’ communication needs

CLEAR SERVICE BACKLOG – on undertaking Trent and Dove Housing’s gas servicing works, J Tomlinson discovered a slight service backlog. To rectify this, we employed a second delivery team to deal with the out of date services. Since then, the company has consistently achieved 100% compliance