Woodstock Close, Oxford
Replacement of uPVC windows to 6-storey apartment block at the above location.
Hunts Close, Burford
Replacement windows and doors; replacement warden call system and installation of new door entry system to this two storey block of purpose built flats for the elderly.
Replacement of Windows and Doors for SOHA Housing
A recent contract with SOHA Housing to the value of £357,096 was for the supply and fitting of new doors and windows to various properties throughout Oxon. This was one of many such works carried out in and around occupied premises.
We felt it imperative to ensure that customer satisfaction was met and that there was a clearly defined chain of communication between the customer, the management and the workforce. The workforce were kept informed of customer changes throughout the Contract via memo by the Management. Customer satisfaction was made a priority aim of all levels of the contract team.
The Company liaised with the Clients to ensure that the work to be undertaken was:
- clearly defined and documented.
- reviewed and adapted to the Client's requirements for a particular site.
- compatible with the services being provided by other participants to the contract.
- properly resourced.
The Directors delegated to the Quality Manager the necessary authority and responsibility to act as a focal point on all matters affecting quality within the Company. The Quality Manager ensured that the systems in place to promote awareness of customer requirements were adhered to, implemented and maintained. We determined the client’s requirements at tender stage and via progress meetings during the Contract and then planned the project so that we could work to prevent delays and enhance the smooth running of the project.
We communicated with the client via progress meetings, visits to Site by the clients, letter, and by telephone. All communications with the client were recorded and placed in the contract file.
The Managing Director/Building Director handled enquiries and amendments by the client and notes were retained in the contract file.
A Tenant Liaison Officer was appointed as an intermediary, working and communicating with the client and the tenants in accordance with the standard tenants’ charter and client requirements. Regular meetings were held with the client to monitor how we were performing and to ensure that tenants were satisfied with how the work was progressing. We monitored all information received relating to customer perception as to whether we had met their requirements. This was then discussed at Quality Objectives meetings between the Contracts Manager and the Building Director.
Letters were put through tenants’ doors explaining what the work would entail and identifying key dates for commencement of the works and a programme of works detailing when works would be carried out on individual properties.
At this stage we identified any specific problems or concerns that the individual clients had.
The Tenant Liaison Officer was on hand at all times to deal with any issues that came up. Tenants were given the telephone number of the Tenant Liaison Officer who they could contact to discuss any complaints, defects or general queries.
Through constant open dialogue with the client/tenants we kept on top of any day to day issues and were able to resolve any problems or queries as they arose.
At the completion of the project a Customer Satisfaction Form was sent to the client and as testament to our professionalism and quality workmanship we have subsequently won several contracts for other works from this client.
Window Repairs and Replacements, Kelmscott Estate
Farmhouse and Outhouse at the Kelmscott Estate.
Works on this period property included the manufacture and installation of numerous windows including new leaded light windows to match existing.
Our refurbishment works needed to be undertaken in a careful and sympathetic manner ensuring a finish in keeping with the character and appearance of the property.
We recognise the paramount importance to retain, or improve upon, the aesthetics of the property whilst providing the benefits of latest building materials & techniques