The Guinness Partnership

Overview

We have been providing commercial servicing, maintenance and installation services to TGP since-2013, we successfully retained the contract in-2017 when retendered, securing the contract for 3-years (+1).

We service and maintain 75-sheltered and extra care schemes across the North of England from Crewe, Cheshire up to Newcastle in the North East, housing 2-oil and 73-gas fired plant rooms. 

Resources

Due to the wide spread nature of the properties we have added support from 45-commercial operatives, enabling us to respond to all emergency/priority jobs within the contractual response times. Resource plans are reviewed weekly to ensure resources meet demand

The nature of the contract requires us to service/repair/maintain/install a large selection of assets – for this reason we ensured that we assigned a multi-skilled operative to the contract. 

Due to the increase in repairs/demand we recruit additional operatives over winter; this has enabled us to maintain our service levels over the busier winter months.

Evidencing successful delivery

KPIs: ​​​​​​

• LGSR compliance: 100% (last 36-consecutive months)
• Response times:
  • Completed 24-hours: 92.6%
  • Completed 2-days: 100%
  • Completed 5-days: 75%
  • Completed 28-days: 100%
• Complaints: <0.5%

Due to the experience of the CM and Helpdesk we have continued to maintain 100%-compliance across all 75-sites for last 36-consecutive months, as a result of proactive and smart scheduling. 

We also service:

• Commercial catering 
• TMVs – bi-annual
• Cold water boost pumps – bi-annual
• Rain water harvest pumps – bi-annual
• Sewage pumps – bi annual
• Laundry equipment

Going over and above:

One of our operatives received internal recognition and a ‘Thank You’ award from TGP for his hard work and positive attitude. He was nominated by one of the Independent Living Managers at a Sheltered Scheme. “Alan comes to our scheme quite often and is always cheering up our residents. Recently we received a lot of positive feedback. He has had some difficult residents to attend to who, for example, have dementia and need a lot of reassuring. He is fantastic with them and is always very polite, jolly and well-spoken when here at the Scheme.”

Mark Moore at The Guinness Partnership said:

“Sure on our commercial serving are tried and trusted and always ready to listen and work with us to solve and fix issues, all while continuing to keep us 100% gas compliant across all our schemes for well over 3 years and counting.”