Housing 21 - Valentine Baker Court

Case Study | Social Housing | Planned Maintenance

DURATION

3 Months CLIENT RELATIONSHIP

20+ Years 35

KITCHENS REPLACEMENTS

Housing 21 - Valentine Baker Court DELIVERING HIGH-QUALITY KITCHEN REPLACEMENTS WITH EXCEPTIONAL RESIDENT CARE

Project Overview As part of our national contract with the UK’s largest non-profit care provider, Housing 21, which spans over 20 years, our Brandon branch have been involved in kitchen replacement works across the Brandon area.

Between September and November 2024, we successfully delivered 35 kitchen replacements at Valentine Baker Court, an independent living scheme for Housing 21, situated in the popular market town of Swaffham in Norfolk, it consists of a mix of 45 flats and bungalows.

Our highly skilled team of 10 operatives, including electricians, carried out the works with precision, ensuring minimal disruption to residents.

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Very happy with the works carried out by CLC – we didn’t receive one complaint from the residents, they all were great with the residents and showed the upmost respect.

Scheme Manager

Resident Care and Support As the Residents homes remained occupied throughout the works, ensuring the residents and scheme manager were fully informed about the works was imperative to the successful delivery of the project.

Scope of Works: Strip out Electrical works Plastering, if required

Our Resident Liaison Officer (RLO), Jane Fleet, was on site every day to liaise with the residents and scheme manager and provided clear and consistent communication throughout the project, ensuring they felt informed and reassured at every stage.

Flooring

We began the project by launching a welcome meeting, where the project team were introduced to the residents to explain what would be happening during the works and answer any queries they may have.

Wall units

Following this our RLO, Jane posted letters, placed an information board in the communal area and held weekly meetings with residents to discuss complete and upcoming works and health and safety to ensure the residents were fully informed throughout.

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Resident

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The staff were polite and great – just great! I can’t fault them. They worked very hard and did such a great job.

Fit base units Plumbing, if required Tiling

Grout and seal Fit appliances

Contact 023 8070 1111 | www.clcgroup.com

Delivering Added Value

Before:

Beyond simply replacing kitchens, we sought to enhance residents’ quality of life through thoughtful, personalised touches: • One resident requested her door frames be painted in bright green and yellow. Our operative happily accommodated this, ensuring her home reflected her personality.

• Another resident preferred additional storage instead of a fridge freezer. We adjusted the design to include an extra cupboard and worktop, optimising her space to better suit her needs.

• As the works fell over the Easter Period, we provide easter eggs for all the residents.

• On the final night of works, we arranged a fish and chip supper for all residents, fostering a sense of community and appreciation.

Challenges & Solutions

After:

Respecting Resident Needs: Many residents had complex needs, including some who were bed-bound with their beds located in their living rooms. We tailored our working schedule around their routines, including nap times, doctor appointments, and carer visits, demonstrating our commitment to dignity and respect.

Adapting to Weather Conditions: Due to poor weather, cutting materials outdoors was not feasible. In collaboration with the court manager, we secured an indoor workspace within the building, sealing off the area to control dust and maintain a clean, safe environment.

Successful Delivery Our strongest evidence of successful delivery is through our KPIs achieved during the contract via collaborative working with Housing 21 and listening to (and acting upon) resident feedback:

98.17% Overall performance

100%

On-time completion

97.47% Quality of the work

98.5%

Defect-free delivery

98.90% Conduct of on-site staff

98.58% Resident satisfaction

98.97% Level of communication

Social Housing | Education | Defence | Healthcare | Hotel & Leisure | Retail & Commercial | Blue Light | Utilities & Industrial | Heritage Planned Maintenance | Responsive Repairs | Decarbonisation | Building Compliance | Refurbishment | Fire Safety

023 8070 1111 | www.clcgroup.com