Transforming Thurrock Council's gas servicing and maintenance offer
Liberty Group was appointed in March 2015 to help Thurrock Council transform its gas servicing and maintenance offer.
The group was originally selected to deliver its 3* servicing programme to around 8,800 homes and several commercial properties following a competitive tender process.
However, after demonstrating its ability to deliver a first-class service into the community, Liberty was awarded two additional contracts to carry out repairs and maintenance and reactive installation services for the council. The work would include Liberty’s 24-hour maintenance offer and around 180 new installations per year.
Liberty worked with the council to help restructure its approach to gas servicing and significantly improve productivity and efficiency.
Fluctuations in the number of services carried out from month-to-month were identified and eradicated, with a new 10-month servicing programme introduced. The more balanced programme not only made it easier to bring in the right level of resources, but also created a simpler process for carrying out works that could be communicated to the public.
Our work with Thurrock Council highlights the value that we place on excellent customer service, first class workmanship and building lasting relationships with clients. Together we have identified the challenge and implemented solutions that deliver both results and savings.
- Liberty inherited an unproductive service programme which saw high fluctuations in the number of services carried out each month – leaping from 360 services in January 2016 to 1,253 services in February 2016
- The contract was running inefficiently with no TUPE in place
- A 10 months service programme was implemented
- Quick mobilisation of the contract and utilising workforce from other partners ensured the new programme could be implemented without TUPE staff
Liberty and Thurrock Council have quickly transformed an inefficient and ineffective gas service programme and improved communications with the public.