Quality, Honesty & Safety
    

St Albans City & District Council Case Study

Quality Heating Services (QHS) are delivery partners for St Albans City and District Council in improving Home Life Safety, as we provide an end to end solution, with a significant number of our employees having completed an AICO programme of staff training, starting in our High Wycombe Call Centre, through to our Gas Service Engineers on the ground. AICO are leading suppliers in the UK of domestic fire and Carbon Monoxide (CO) protection equipment.

AICO Regional Specification Manager Ben Malton has trained QHS Gas Service 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, resulting in higher levels of resident satisfaction, 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.

In terms of being under contract to St Albans Council, this strategic partnership has worked extremely well. The additional workload has enabled QHS to increase our directly employed staff, and we chose to reach out to each local community where we work with St Albans to recruit service engineers 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 satisfaction.

The fact that QHS chose to reach out to the local communities in the St Albans City & Council operational areas to recruit Gas Heating Engineers 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 within the Herts community.

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 AICO Expert Installer programme as well as ensuring all new starters are trained by AICO. The impact will be safer compliant homes that are fitted with the correct products as specified by our Clients.