• We carry out over 50,000 repairs annually to individual customers’ properties, with an excellent reputation for completing repairs right first time

  • We provide ongoing support for the local community through our comprehensive training and skills programme and commitment to modern apprenticeships

  • We have been awarded work programmes for commercial and public buildings

  • We deliver quality responsive and maintenance services


Our extensive experience provides us with a proven track record of success and an ability to offer great value for money for our client base, which has grown considerably to include social landlords. We have recently completed a new build housing development project.

We take great pride in our ability to deliver high quality, affordable services that are always customer focused. We are able to consistently adhere to these high standards thanks to our standard operating procedures and a quality management system, but most importantly due to our team of highly skilled, directly employed operatives.

Our operatives are carefully managed by a team of supervisors and managers who check all the work we carry out. They give guidance when it is needed, ensure that the work is completed on time to the client’s satisfaction, and ensure that it adheres to their specifications.

The quality of the service we provide is of the utmost importance to us and so we ensure that there is a regular presence on site and a dedicated supervisor for each phase of work. This site presence, along with our rigorous project planning and use of detailed method statements, ensures that we always deliver what is expected of us.


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Customer Service

• Staff with strong customer care ethos
• All staff fully trained in Customer Care and Equality and Diversity
• Dedicated repairs control centre
• 24/7 emergency service
• Online booking system
• Ability for customers to track repairs
• Staff with excellent diagnostic skills
• Effective processes for dealing with complaints

Customer Involvement & Engagement

We involve customers in the following:
• Procurement and selection of contractors and supply chain partners
• Selection of materials and components
• Performance monitoring
• Pre and Post inspection of works
• Service review and design
• Estate walkabouts
• Complaints monitoring


Health & Safety

• Comprehensive Health and Safety policy
• Method statements and risk assessments for all work
• Health and Safety training programmes.
• Uniforms, branded vehicles & ID cards as standard
• Pre-agreed appointments for occupied properties
• Reminder calls
• BTS Code of Conduct for behaviour in customer’s homes
• Safeguarding vulnerable customers
• Password schemes for older or vulnerable customers
• Customer liaison officers

Environment

We minimise fuel usage and
emissions by:
• Using speed limiters and van tracking on our fleet
• Using local labour
• Using scheduling technology

We manage waste by:
• Carefully recycling
• Purchasing from local suppliers
• Using suppliers that commit to recycling and minimising waste
• Using products made from sustainable sources


Local Labour

• Staff with a specialised knowledge of the area
• All jobs advertised in the local press
• Links with local labour initiatives and colleges
• Support local job fairs and other employment initiatives
• Apprenticeship schemes
• Training opportunities
• Work experience for local schools

Asset Management services

We can:
• Identify, develop and implement property strategies
• Help optimise potential income and protect assets
• Manage and implement property improvement and repair programmes
• Project manage refurbishment works conversions
• Ensure compliance with statutory duty obligations
• Carry out asbestos, fire and legionella and other risk assessments