Planned Call Outs: 800
Responsive Call Outs: 3,500+
Out of Hours Call Outs: 4,000+
Quality, Compliance and Customer Care
The works are pre-surveyed by the client’s team and all relevant information collated in to a clear format and passed to Woodhead Improve. Information includes a clear brief, all relevant contact
numbers, full site address details and a deadline is set for completion of the works. The service is managed in a spirit of mutual trust and co-operation. To support service delivery this involves:
• Weekly operational meetings with the client
• Monthly strategic meeting and a monthly contractors report
• Quarterly and annual KPI meetings with the client
• Quarterly meetings with the Nominated Property Officers to explore how to improve service delivery for the end users
• Quarterly meetings and annual workshops with the supply chain.
Call Out Case Study
Woodhead Improve received an emergency multi activity R&M call out to attend a Youth & Community Centre to repair a damaged ceiling. Hidden fixings to the ceiling had degraded and areas were a potential risk of falling. There was a wedding reception taking place in two days at the centre which was at risk of cancellation, if Woodhead Improve could not repair the roof. The team pulled out all the stops and liaised with all stakeholders to ensure the repair could be completed in time for the wedding. This included arranging scaffolding, materials and health and safety procedures at short notice.
Innovative Efficiency Saves Clients’ Money
Nottinghamshire County Council portfolio of children’s centres, 71 properties in total, were stand alone and serviced through their own service level agreements. By grouping them all together under one umbrella service level agreement and bringing them through this framework contract we were able to apply our agreed rates with our supply chain and offer extensive efficiency savings to Nottinghamshire County Council. A saving of £30,000 was achieved on fire alarms / intruder alarms through co-ordinated signalling.
Statement of Success – Nottinghamshire County Council
Over the 3 year period it has operated, all parties have strived to improve the service and provide better value for the council. Through continuous improvement the partnership exceeded its targets on local
spend, response times and client/tenant satisfaction while meeting its goals for Health & Safety and employment opportunities. Established relations and practice, together with new processes, have resulted in better understanding and working with NPOs and NPCs. Visits are now more informed and controlled roles and responsibilities more clearly defined.
John Brannan, Project Manager,
Nottinghamshire County Council
Facts and Figures
End User Satisfaction: 90%
AFR (Accident Frequency Rate): 0
Local Spend: 96% within 20 miles