Catalyst

Awarded the Water Hygiene and Monitoring Contract for Catalyst Housing Group, a major operator in the Social Housing Sector with 22,000 community and residential properties located across London and the Home Counties. The Buyer did not have a structured compliance programme in place prior to this and wanted a service capable of delivering a minimum of 5,000 risk assessments on an annual basis.

The contract was awarded in 2011 following a consultation period and development of a delivery program against pre-determined compliance targets. The Buyers’ Service Provision Plan had to achieve completion rates of 90% within 12 months from project initiation.

The Buyer was constricted in terms of start-up budget and required a cost–conscious solution capable of delivering a value proposition without compromising on quality.

Solution

• Mobilisation and deployment of resources to deliver 5,000 bulk risk assessments per annum.
• Online asset management of entire estate using CAT-SI
• Implementation of web-based digital logging systems to enhance delivery times and provide for accurate and timely reporting of entry rates.
• Electronic scheduling of engineer visits supported by customer-centric Help Desk for residents.
• Embedded communications structure between the Buyer/Supplier Service Teams designed to deliver fast and effective issue resolution.
• Structured plan for continuous improvement in streamlining delivery processes targeted to deliver more effective outcomes for the Service Team.
• Consistent and defined delivery methods to meet with KPI expectations.

Outcome

• Completed activities increased from 64% to 94% during the initial 12 months breaking-in period as awareness of role responsibilities evolved between the Service Teams.
• Establishment of a dedicated help desk to enhance existing Customer Support services for the Buyer resulting in more effective communication with residents leading to higher entry rates and improved satisfaction levels.
• Earning consistent extensions to the service contract by continued improvement and meeting with KPI expectations of the Buyer.