Quality Heating Services (QHS) are delivery partners for
both Paradigm Housing Group and St Albans Council in improving Home Life
Safety, as they provide an end to end solution, with a significant number of
it’s employees having completed an AICO programme of staff training, starting
in it’s High Wycombe Call Centre, through to it’s Electrical and Gas Service
Engineers on the ground, all overseen by it’s also AICO trained Electrical and Gas
Operational Managers. AICO are leading suppliers in the UK of domestic fire and
Carbon Monoxide (CO) protection equipment.
Paradigm appointed QHS as a Strategic Partner to support
their Direct Labour Organisation to carry out EICR, electrical repairs and
safety upgrades across their existing housing portfolio and recently acquired
homes from a stock transfer. The areas for delivery include primarily
Buckinghamshire, Hertfordshire, and North-West London, although QHS engineers
will travel to wherever Paradigm’s properties are located.
AICO Regional Specification Manager Ben Malton has also trained
QHS Gas Engineers working in St Albans, assisting us to identity alarms
requiring upgrade or replacement during the annual gas service and safety
check, leading to safer homes, efficient and better compliance and improved
convenience for residents, as these works can now be delivered in a single
visit. All engineers are now Aico Expert Installers, trained in head
replacement and house coding and carry impress van stock, to enable a
successful first visit first fix. Installations requiring new easy-fit bases
are installed by qualified QHS electricians.
QHS were awarded the contract to support the in-house
electrical team at Paradigm based on quality of work, local knowledge and our
reputation for exemplary customer service. The contract award resulted from
competitive pricing, excellent local knowledge, track record of service
delivery and our added value resident centric service proposals.
Paradigm’s customers see no difference in service delivery
between Paradigm’s Direct Labour Operation and QHS, as both service delivery
teams work together as “one team” to ensure a customer friendly, efficient and
safety focussed delivery, resulting in safer homes. This strategic partnership
has worked well. The additional workload has enabled us to increase our
directly employed staff, QHS chose to reach out to each local community where
we work with Paradigm to recruit electricians to deliver the contract by
employing local people from the communities in which we operate.
In terms of adding value, the AICO trained QHS Gas Service
Engineers working for St Albans City and District Council are now able to
identity alarms requiring upgrade or replacement during a routine Gas Service visit,
leading to safer homes, better and swifter compliance, whilst reducing
inconvenience for residents, resulting in higher levels of resident
Ben Malton also trained QHS call centre staff to enable
triaging and understanding of any incoming alarm related queries from
residents. They know how to represent QHS as AICO Approved Installers, and how
to best to communicate with residents to ensure exceptional professional
Paradigm required a professional organisation, that could
mobilise quickly and deliver at scale a compliance contract in occupied homes
over a large geographical area. QHS was able to demonstrate tried and tested
systems, processes and procedures that gave confidence to the Contract
administrator, and we had the resources (contract managers and engineers) with
the skills needed to deliver the works, on time and within budget. Upon
contract award, as part of our mobilisation process, we engaged with AICO at
the earliest possible time to include Expert Installer training as part of the
mobilisation phase and induction for all staff involved in the contract
delivery. This ensured all staff were skilled in the correct installation of
the products specified by the client.
The fact that QHS chose to reach out to the local community
to recruit electricians in the contract operational areas, taking on new
employees and that it continually looks to recruit, is a significant success in
itself by adding social value to the initiative.
Our success is also measured internally and by the client.
KPI’s include Customer satisfaction e.g. works completed right first time,
completed with one appointment, no recalls and conduct by the engineers within
residents’ homes. In all areas we score highly. QHS is committed to continuous
improvement and staff development and we will be completing further training
modules of the Expert Installer programme as well as ensuring all new starters
are trained by AICO. The impact will be safer compliant home that are fitted
with the correct products as specified by our Clients.
QHS is able to genuinely assist to transform neighbourhoods
thanks to it’s ongoing commitment to diversity throughout it’s workforce, which
has given the delivery team the ability to effectively engage and communicate
with Client’s residents in their own language, as it’s employees between them
can speak 12-14 different languages, plus we use additional translation support
Additionally, QHS has seen the benefit of being a key
stakeholder along with Paradigm, CEF and AICO. All these stakeholders work
closely together to deliver the works as specified on time and on budget. As a
result, all staff working on this contract are fully aware of the products, the
siting requirements to ensure compliance, safer homes and secure communities.