Right first time
We are committed to the delivery of a ‘Right
First Time’ service.
Right first time
We undertake work in over 350,000 properties a year and have
developed a number of robust systems and processes to ensure a
right first time service is delivered.
These procedures are designed to reduced the
cost associated with the works and importantly minimise any the
disruption to the Customer. We have described below the ways
in which we deliver a seamless service characterised by our right
first time and zero defects approach.
Directly delivering our services
We directly deliver services to all properties
using dedicated Staff and Operatives. They are
based in several of our 18 regional offices located in London,
Southern England and the Midlands. This provides us with greater
control of service and quality. Our teams play a major role in
contingency and disaster recovery plans that also enables us to
achieve zero defects.
Multi-skilled Teams
Our Operatives are capable of undertaking a
number of multi-discipline repairs. This increases our right first
time performance and reduces the need for second appointments.
Empowerment
We empower our Operatives to undertake
additional tasks (within pre-agreed limits) thus removing the need
to refer back for re-booking and new appointments. This will be
fully recorded using handheld technology
Monitoring defects
We monitor the occurence of defects and
benchmark performance such that we are able to identify how to
improve our performance.