As a reactive contract, the Authority will instruct us to carry out work if their tenants develop sudden medical requirements or empty properties need a swift upgrade, before they are re-let.

The scope of the contract includes the design, supply and installation of new central heating systems, using three primary heat sources:

• Gas-fired LPHW boilers
• Oil-fired LPHW boilers
• Air source heat pumps.

Boilers are generally system boilers, to serve radiators and a DWHS cylinder. We’ve also been installing hot water cylinders, new heating controls, programmers, room thermostats and new pipework. Solar panels are installed alongside the oil-fired boilers and Daikin air source heat pumps. The contract is serviced by our in-house team at all stages from march-in through to completion of the works. We also provide a directly-delivered support function to the client and its residents. This ensures that residents are fully supported throughout both survey and install stages and the client is kept informed on contract progression at all times.

It is a requirement of the contract that works are completed within 14 days of receiving notification. We exceeded our client’s expectations by committing to surveying all properties within 48 hours of initial contact. Once this has been done, the repairs are all carried out within a day.

Resident feedback on this contract has shown a customer satisfaction rating of 99%.