Residents Help Shape Service Improvements

6/16/2009

With Synergy Housing Group (SHG) looking to re-tender it's external decorations contract for over 1,500 properties. They called on the expertise of its residents  and invited tenants to come and help us review possible companies.

A team of tenants and staff got together to judge possible contractors tender documents on a range of issues including health and safety, quality, equality & diversity, environmental controls  and local working partnership issues; balanced with a scoring of 60% on quality of work and 40% on price.

This group whittled the initial selection down to four companies who were invited to give presentations. Tenants quizzed each company with a range of questions including;  were the people they employed local; do they run apprenticeship schemes; how will they involve tenants in the delivery of this contract; and can they work with us to keep tenants satisfaction levels above 95%.

Rob Round, Programme Delivery Manager (East), said; "This was intensive work and we have to commend the residents  to giving their time to go through the paperwork so attentively."

One of the tenants involved, Mary McClymont offered her thanks for the chance to take part in the contractors bids for the new external  decorations. Saying; "It was very interesting and good to see the hard work and dedication staff put in."

Another tenant, Dave Moore, wanted to also extend his thanks, in particularly to Synergy staff, Rob Round, Simon Oatley and Joe Ray. Saying; "They conducted the proceedings very fairly and professionally. We were well looked after, being kept informed and involved throughout the process with all that went on."

They both added how they would not hesitate to take part in any other focus group meeting that Synergy would invite them to. Any other tenants who would are interested in being more involved with the company should contact their Resident Involvement  Officer. If you attend meetings full travel expenses and vouchers are offered to tenants who are prepared to give up their time to attend.

Rob explained how he had found this to have been a very valuable exercise and well worth doing. Saying; "With tenants involvement it will make us a much stronger company."

After much deliberation the group have awarded the contract to Ian Williams  Group, who are one of the UK's leading property services companies. Rob said; "We were impressed by their aim to build outstanding customer service through investment in training, apprentice recruitment, technology and customer service whilst continuing to complement their existing services. "

SHG Asset Manager, Michael McCarthy, said; "I would add my thanks to all the tenants who were involved in helping to shape service improvements. I would also like to thank the Asset Management team in actively involving tenants in the selection and appointment of this contractor."

Photo: Left to right, Joe Ray (Synergy Planned Maintenance Surveyor); David Moore (EDHA tenant representative); Mary McClymont (EDHA tenant representative); behind Mary, Malcolm Blanchard (Contracts Manager for Ian Williams); Rob Gilbert (Painting Manager for Ian Williams); Danny Roach (Synergy Planned Maintenance Surveyor); Simon Oatley (Synergy Senior Contracts Surveyor).