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Business: Sure Maintenance
Services: Compliance > Gas, Compliance > Electrical
Markets: Social housing
Date: 08/02/2021

Bassetlaw District Council

Our gas serving and repairs work for Bassetlaw District Council includes:

  • Servicing 6,000-gas boilers (Baxi)/39-oil/20-solid fuel appliances
  • Responsive repair/maintenance (including out-of-hours)
  • Testing of smoke/heat/CO detectors/system magnetic filters/customer’s own gas appliances

We’ve been delivering this contract since September-2015 when we were awarded a 4-year contract. In August-2019 we were successfully awarded a 2-year contract with a 2+1-year extension, subject to performance, via direct award from the Procure Plus Framework. 

Resources

All original staff members still work on this contract, ensuring a consistent delivery throughout the contract term. This has enabled the team to build relationships with BDC, customers and Housing Officers. This has increased customer satisfaction by 2.6% due to efficiency when dealing with issues.

All operatives and Housing Association staff live locally, three members live within the ‘patch,’ and all remaining staff live within surrounding areas. Operatives are allocated postcode areas to cover to improve efficiency. 

Evidence of successful delivery

KPIs 

  • CP12 compliance: 100% (since December-2015)
  • Servicing appointments made/kept: 99.5%
  • First-time fix: 99.9%
  • Servicing access rate: 96.1% (3-visits)/99.5% (5-visits)
  • Customer satisfaction: 99.1%
  • Response times:
    • Emergency: 100%
    • Very urgent: 100%
    • Urgent: 99.8%
    • Non-urgent: 98.7%

Andrew Steen at Bassetlaw said:

Sure are committed to meeting customers or their representatives at every opportunity. They listen to concerns and either create new procedures or adjust existing ones to meet industry needs – flexible appointments for servicing or repairs, an out-of-hours service that isn't just 'make safe' but more than that, if the repair is simple and parts are available a repair can ensue. BDC and Sure have dedicated Helpdesk staff in BDC’s Head Office, customers have confidence and assurance that they can easily communicate with Sure staff who have direct access to information and systems.


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