A contractors guide to delivering excellent customer service

A Contractors Guide to delivering excellent customer service.

This guide to delivering excellent customer engagement is the result of a unique collaboration between Novus Property Solutions, Kevin Rhone (Head of Social Value and Client/Customer Care), and Leroy Simpson (a Social Housing resident who worked for Novus in a unique year long role). Kevin and Leroy have drawn on their life experiences to produce this guide, with the aim of highlighting the standards expected by customers nationwide, whilst work is being carried out by a Contractor in or around their home.

IN THIS ISSUE: Setting the scene for how this collaboration came together.

Why we feel that this report is important to every contractor working in partnership with a Housing Association.

10 key areas that any contractor can take on board to improve their service while working in someone’s home.

Contractors Guide to delivering excellent Customer Satisfaction

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A Contractors Guide to delivering excellent Customer Satisfaction

What this report aims to achieve...

Setting the scene for the Guide...

9 How this collaboration came together 9 The key stakeholders

Novus Property Solutions Novus Property Solutions offer a comprehensive range of property refurbishment and building maintenance services. They are a one-stop shop that brings a full range of services together under one roof. Novus are committed to providing an excellent service in partnership with clients nationwide.

What Novus want to achieve from this commissioned piece of work...

Through one of Novus' contract partnerships a resident was provided with an opportunity to work directly for Novus Property Solutions on a Major Works Programme. A resident working for a Contractor is not a scenario you come across often in the housing sector. Novus commissioned this resident and his Manager/Mentor to produce a document that would help share and communicate best practice and lessons learnt from their own personal experiences.

As the Head of Social Value and Client/Customer Care for Novus Property Solutions my role is about delivering ‘added value’ to the communities that we are working in across the country.

My challenge, while working in a community in partnership with our clients, is understanding how Novus can add value and invest in the community, above and beyond the contracted work we are carrying out.

These activities can take many forms including refurbishing local community facilities, providing grants to community organisations, and delivering skills & employment opportunities.

Within this context, through one of our Contract Partnerships Novus committed to employing a resident for the programme of works. There was no position in mind, as we felt we could create a role around the best candidate (whether that be a administrative role, a trade role etc).

A nationwide recruitment campaign was launched providing the opportunity for residents of the Housing Association to put themselves forward.

The Housing Association and Novus panel drew up a short list from all applicants and interviewed the contenders. It was a really tough decision, as only one person could be offered this unique opportunity from all interviewees. The successful applicant was chosen because of his diverse life experience, his volunteer work, his standing in the community, and his passion for life.

A ‘unique’ opportunity was created to utilise all of these attributes for the benefit of the contract and Novus Partnership.

The role was titled ‘Customer Liaison Champion’.

The contract already had a Customer Liaison Officer supporting improvement works across the region but it was felt that having the role of a Customer Liaison Champion on the ground to focus on supporting the community and some of the most vulnerable residents within that community would be a model that could be replicated in other areas.

The impact of this unique role was an overriding success - this has been communicated in a separate report.

The aim of this Guide is to produce a document of ‘best practices’ - helping to share some of the learnings that the unique role of the Customer Liaison Champion (a resident who is working for a contractor and therefore has experience from both perspectives) and to emphasise ten of the most important focus areas that contractors must get right, whilst working in and around a resident’s home.

This report draws on Leroy’s general life experiences, in addition to his experiences as a Housing Association resident, a community champion, and an employee of a contractor - with the aim of creating a document that any Housing Association, Resident or contractor can relate to, and where possible take on board Leroy’s advice to improve the quality of their service.

In my 15 years of working in this sector I have not come across a collaborative document of this nature before, and consequently feel that this unique approach is something that both Novus and myself can be proud to have supported, whilst working with Leroy in its development.

Kevin Rhone Head of Social Value and Client/Customer Care for Novus Property Solutions

Contractors Guide to delivering excellent Customer Satisfaction

Leroy’s Story The role that Leroy was employed to undertake was highlighted on the previous page. What has not been highlighted is the journey that Leroy had been on through his community voluntary work and his resident engagement voluntary work. His experience in these areas was an important part in shaping this guide.

In life things can happen that set people back. Many Housing Associations provide housing and support for individuals who are homeless. In many of these cases being homeless is just one of a number of life challenges to be overcome. Leroy’s personal journey is outlined below. This account is written in his own words - setting the context for this document, but much more than that, it demonstrates how with the drive, determination, and the correct support, an individual can turn their life around - providing inspiration for us all.

“I had a good career until I had a crisis in 2000. I was made homeless and ended up with a diagnosis that included paranoid features. I now have to take regular medication to manage my illness.

I have lived in my Housing Association flat since 2003, and I have had lots of work done on my flat, including a new kitchen, bathroom and external works.

I have slept rough, and lived in a hostel and supported housing within a housing association.

I know a contractor may only be in your home for five days but the results of a poor service will be on your mind forever.

I have sat on the board of a housing association, chaired a Town Team, and I have been a trustee for 2 large charities, Resident Inspector for a Housing Association and I even sit on some import panels as a consultant.

I give up a lot of time to share knowledge and to make the world a better place for my peers who are on the same journey. My experiences allow me to look at things from a variety of view points when it comes to planning, entering, leaving, and signing off works in a customers home.

My home is a place of safety for my body, my mind and my well-being. If a stranger changes that then where can I feel safe?

My aim through this guide is to share some of the common themes I have experienced and heard about through my various roles over the years (both good and bad) and I hope that because this advice is coming from me (a resident)/customer that it will be taken on board, and where appropriate help to improve the service of a contractor and help advise any customers who are going to be having work carried out on their homes, empowering them to suggest any of the advice in this document if they feel it would improve the service they are receiving.”

10 Key Areas To Consider 01

Communication Communication is key when providing maintenance and/ or refurbishment services to a customers home. Communication is such a broad area to cover, but it is one of the most important areas that can make a significant difference to the customers experience.

Customer waits in all day and no one turns up for the appointment.

The customer is left feeling disappointed, angry, and that their day has been wasted. No matter what takes place after this, the contractor will never redeem themselves no matter how good the work that they carry out is.”

What could go wrong

What good looks like

A customer receives poor communication in the build up to the work taking place. The customer does not know what work is going to be carried out, when the works are starting, what to expect, or how to prepare. It only takes one element in the communication process to be missed and the results can have a huge negative impact upon the resident.

Before any works take place the customer receives clear communication of intent. A letter is sent to their address informing them of the plans (the letter is personalised - not a blanket mail shot, as they are an individual and should be treated as such). Timescales are clearly set out.

Leroy’s experience (It’s important to note that each of Leroy’s experiences are based on his experience as a customer and the feedback he has had over the years from other customers through his community and resident volunteer activities) “A customer receives a letter late, the resident is confused about what is going to happen, then the

There are contact details should the customer have any concerns. customers also really appreciate it when there is a Customer Liaison Officer from the contractor providing updates/keeping them informed, as it enables them to develop trust and provides them with a point of contact whenever they have a query or concern.

Communication should continue while the works are taking place and as they are finishing. It’s important that the customer is

updated every step of the way.

The contractor is carrying out works in their home and it is important that the contractor appreciates this.

What Leroy feels should be the priority of a Contractor Communication should be a key focus with every customer who is having their home improved by a contractor. For me it is important to add a personal touch. A lettering process being in place is important, and a Customer Liaison role supporting can make the difference between a good and bad experience (if not a Customer Liaison role, then a Site Lead taking on this responsibility).

Having a Customer Lead who is a point of contact can help with concerns or worries. I find elderly and vulnerable customers would get very anxious about the up and coming works and did not always feel confident enough to speak directly to the contractor team, but they do feel more comfortable opening up to a Customer Lead person.

Through the whole process it is important to maintain contact with the customer, build their trust, and always be on hand at the end of the phone to provide support. I feel this makes a real difference to the customers experience.

Communication is key.

When somebody is working in my home, I expect to be updated and communicated to every step of the way.

Customer Feedback

Contractors Guide to delivering excellent Customer Satisfaction

02

Security - ID badges & uniform Maintaining security and showing photographic ID badges are very important aspects of working within customers’ homes.

This may not seem like a big issue to a contractor, but from a customer point of view it is significant as customers are only likely to let trusted people into their homes. ID badges are the first point of face-to-face security and reassurance for a resident.

What could go wrong Before any improvement works take place to a property (house, flat, sheltered housing scheme etc.) The customer should receive appropriate communication to fully prepare them for what is going to happen and when (as highlighted previously). The customer will have been advised to always ask to see an ID badge before giving a stranger either external or internal access to their home. If a contractor does not have an ID badge, how does the customer know that the contractor is who they say they are? If a customer lets the wrong person into their home they could be the victim of crime.

Leroy’s experience “I have personally heard stories of criminals pretending to be contractors or a criminal pretending to be a gas, water or sales man to gain access to a property. Once they gain entry into the home they can take advantage of the customer and usually the victim never knows they have been ‘scammed’ until it is to late. They could have valuables stolen, or even worse. There are vulnerable people (the elderly, disabled etc.) living in Housing Association properties which is why it is even more important to be vigilant in this area. This is why showing an ID badge is so important.”

When the resident hears a knock at the door, they will know who it should be as, they were expecting the contractor to make contact at the agreed appointment time. The operative at the door should be in the contractor uniform and ready and waiting to show their ID and explain the next steps (ensuring the resident is happy for everything to progress).

What a Novus Customer Liaison Officer feels should be the priority of a Contractor In my role at Novus I aim to visit every property that is going to be worked on before hand, and in person every day while the property is being worked on.

Furthermore, I let every customer know I am only a phone call or email away if my support is needed.

Once I am updated with the programme of properties in my area that Novus are going to be working on, I would make contact in person with the customer and update each customer with what was going to happen. I would discuss security issues and advise customers to always ask for an ID badge.

I would also let the customers know to call me directly if they were ever in doubt. I acted as a link between the resident and the Novus trades person which meant I could offer support every step of the way.

What good looks like The better the communication before works starts the more confident the customer will feel about the works that will be taking place. All correspondence regarding the works should include a contact phone number so customers can raise any queries or any concerns that they have. Before the works start the customer should receive a visit from the contractor to introduce themselves and explain everything that is going to take place (this could be a Customer Liaison person or a Site Manager). If all of the above has taken place then the customer will feel happy and confident when somebody knocks on their door to carry out any works.

This area is key! I have heard examples of where a customer has been tricked into letting a con-person into their home. Uniform and ID badges are the first line of defence in protecting residents from being tricked.

Customer Feedback

carried out and the customer feels comfortable in their own home.

03

Polite and respectful Contractors working in partnership with Housing Associations require a totally different skill set to Contractors who work on new builds or construction sites!

Or to put it in another way – working on a site with no people involved i.e. a site with a fence around it and no human interaction is a totally different ‘ball game’ to working in people’s homes while they are living there.

On a construction site (with no members of the public involved) factors such as quality of work, completing the work on time and in budget are all important, however achieving all of the above and providing this service while a person (or person's) is living in their home requires a totally different skill set.

Below highlights how being ‘polite and respectful’ is an area customers have fed back is important to them when their home is being improved.

What could go wrong The contractor arrives at the customers door (on time and the customer is happy with communication so far), however, the trades person has a busy day ahead so is very ‘direct’ with the customer.

The trades person gets on with the job but does not acknowledge the customer whose home it is. As a result the customer feels uncomfortable in their own home.

The trades person completes their job and rushes off. The Trades person does not clean up after themselves, and has scratched the fridge while moving it to get to the section of the works they needed to get to. They have also walked dirty foot prints into the home from travelling back and forth to their van (which had all the parts in).

The work carried out is of the highest quality, but in this situation that high quality of work, on time, within budget

all accounts for nothing because the customer has been left disappointed, upset, angry, and feels disrespected in their home. Most contractors are benchmarked on customer satisfaction - if any of the above examples took place would a customer provide positive feedback (no matter how good the quality of work was)? This is why being polite and respectful is so important. It is not just about the quality of work, just as important is that the quality of work is delivered, while making sure the customer is happy.

Leroy’s experience The following experiences are not mine but those of Housing Association customers who have fed back to me (not about Novus I should add). The points below highlight how not being ‘polite and respectful’ can have a negative impact on the residents’ customer experience.

“I am not looking forward to the installation of my kitchen and bathroom, if this is the standard of service I will get. I was told the workmen will be on site at 8am but they turned up late, showed me ID badges and walked passed me into the flat and didn’t say a word, just got on with the work.”

“They were in and out all day, using my toilet and putting their take away boxes in my bin. They did not exchange a word with me, even when done at the end of the day, not even a goodbye.”

What good looks like The contractor arrives at the property looking smart, presentable, and with a big smile. He/she takes the time to explain why they are there and to answer any questions the customer may have. As a result the customer feels happy and comfortable with the works being

The contractor asks permission were appropriate i.e.. “Is it OK if I go in another room to check X,Y,Z”. The contractor explains what he/she is going to do and updates the customer on progress. If the contractor has to leave the home for additional materials he/she lets the customer know and advises how long they will be.

The contractor cleans as they go. If something is not going to plan the contractor is open and honest (most people appreciate that things don’t always go to plan and if this is explained most people will understand). Not communicating and leaving a customer confused about what is happening is usually when issues arise. The contractor then takes the time to explain what has been done, provides the customer with an opportunity to ask questions, and leaves the home the way that they found it (or even cleaner, just like when you get your car serviced and you get it back cleaner than when you dropped it off!).

What a Novus Customer Liaison Officer feels should be the priority of a Contractor I found that a number of customers were very nervous and anxious about the up and coming work that was going to be carried out. Although they were looking forward to the improvements to their home, they were worried about the upheaval inbetween.

A lot of Housing Association customers I know can tell a story about a bad experience they have had, so I spend a lot of my time before any Novus works take place communicating to the customer what is going to happen and that they can trust me and Novus to deliver the work in the best way possible. I prepare the customer so that they know there will be upheaval while the works were take place, but we will take it day by day, and that it will all be worthwhile. I have even taken customers out for the day just to give them respite from the work being carried out.

04

Quality of work Quality of work can mean so many things when working on a property and while no contractors’ employees set out to deliver ‘poor quality of work’ it can happen.

This type of situation is not always black and white. It can be an unfinished job, a job that comes undone over time or something that the resident is not happy with (i.e. the Contractor put the cupboard where they felt was best and did not take the time to consult the resident whose home it was). Sometimes Health and Safety concerns are the issue, but this or any other factor should be communicated to the resident so they remain informed.

What could go wrong While working on a kitchen the contractor does not have the materials they require to complete the job. This could be a bit of skirting-board, a tile, or perhaps a cupboard door that does not shut properly (it could be anything no matter how small). If a resident is left with an unfinished job or a poor quality job this can have a big impact on their life causing them stress and anxiety.

Not only does this have a negative impact on the resident, but it will also end up costing the Housing Association and the contractor more money to put it right. Though it might only seem like a small issue, poor quality of work adds up, which is why it is important contractors get it right first time.

Leroy’s experience The following experiences are not mine but those of social housing residents who have fed back to me (not about Novus I should add), but the points below highlight how poor ‘quality of work’ can have a negative impact on the residents’ customer experience.

“They never removed the masking tape from around door frames, and didn’t secure the dust/protection sheets so as the day went on dust etc got under it and made a mess of the carpet underneath.” – Resident.

“Excess materials were stored in the back garden and never collected.

They placed all the materials in the forecourt for a whole week without permission.”

“The contractors put a black bag full of bits and pieces in the middle of my kitchen and went home. I tried to move it as I needed to use the oven, as I lifted the bag it split and things went everywhere. It took me over an hour to clear it up and it had damaged the lino.”

What good looks like If the work is completed to a high quality then there are no issues, but when working on multiple homes, the chances are that something will not go to plan. If work being carried out cannot be completed it is important that this is communicated to the resident and Housing Association and they are made fully aware of how and when the work will be completed to the expected standards.

What a Novus Customer Liaison Officer feels should be the priority of a Contractor One of the key areas of my role was keeping residents updated with progress of the works taking place. Each day I would link in with the Novus Site Manager to find out progress on each property. I would then feed this back to the resident and at the same time take on board any feedback from the resident to relay back to the Novus Site Team. I found that if this two way communication continued throughout the whole refurbishment process then we could manage the expectations of each resident and deliver a high quality of service.

Contractors Guide to delivering excellent Customer Satisfaction

05

Deliver on your word Earlier in this report ‘communication’ was highlighted as an important factor in a Contractor delivering an excellence service. ‘Delivering on your word’ forms part of that communication. What we mean by this is when a resident is informed or advised of something, then they expect it to happen unless they hear otherwise.

For example, when the contractor says that they will be there on a certain day, at a certain time, then that is a commitment. If a contractor says I just have to nip out to get some materials and I will be back in a few hours, that is what the resident expects to happen, or if there is a ‘snag’ to fix and the Site Manager says I will get that sorted ASAP, then that is also a commitment. A contractor not delivering on their word is disrespectful to the resident. Not delivering on your word time and time again is a poor service.

What could go wrong The contractor informs the resident that the work will start on a certain date at a certain time.

The resident will make plans around this (take the day off work, change plans to see family etc.). If the contractor does not turn up, the resident can be left for hours or even a full day waiting around. If this happened to us we would all be very angry! It could also be the case that an individual employee of the contractor says something is going to happen i.e. I will be back later to fix the loose kitchen cupboard door, and then does not return so the resident has to chase the repair up themselves.

In any of these instances, if a contractor is advising that something is going to happen, they should keep to their word and do what they say they are going to do. Every resident will appreciate sometimes things go wrong i.e. a contractor gets stuck in traffic and does not make it back in time etc, but these instances can be communicated back and the contractor should explain straight away the next day and offer apologies if any inconvenience has been caused.

Leroy’s experience The below are not my experiences but those of social housing residents who have fed back to me (not about Novus I should add). The points below highlight some examples of contractors not delivering on their word; “The Foreman requested access to flat for 7am the next day but didn’t arrive on site until 1pm. No phone call. (This happened 3 times).”

“Delivery dates or time slots were never kept.”

“I was promised by the kitchen designer when I signed off the plan, that all items I had chosen were available, so I signed off the plans.

Then I did not get what I thought I was getting. The Contractor said ‘trust me’ - I did and they let me down. I now don’t trust anything they say.”

What good looks like When working in and around peoples homes, it is about face to face communication between a contractor providing a service, and a resident as the customer receiving that service.

While works are taking place it is important the individual or team involved build the trust of the resident (who is letting the contractor into their home and life) and communicate activities step by step. Not every resident is the same, so each new customer will require a different approach in order to fulfil their expectations.

Importantly, when a contractor says they are going to do something, then that action should be delivered on. If this is done every step of the way, then the resident will feel pleased with the overall service.

What a Novus Customer Liaison Officer feels should be the priority of a Contractor Trust was a big focus for me while improvement works were taking place across the area I was supporting. I would make contact with each resident before the work started and would maintain regular contact each day while the works were underway. I would act as the link between the Site Team, the Site Manager and the resident and I would be hands on in supporting with any activities where I was able to. I would ‘give my word’ in some way, shape, or form each day, and I would make sure I kept my word.

This could be as simple as saying to a resident ‘I will be back later to make sure you are ok’. I would make sure I went back later no matter how busy my day was.

When someone breaks their word, they break any trust that was there. As a resident I just want to know where I stand, and if a contractor says they are going to do something, then it gets done!

Saha Resident Feedback

Contractors Guide to delivering excellent Customer Satisfaction

06

Signing off process The signing off process is a very important element when completing improvements to Social Housing.

It is the process where the resident signs to say they are happy with the works (not to say they are happy with the service, this usually comes after in a separate customer satisfaction survey). If there are any unfinished aspects of the work, no matter how small (a tile missing, a loose cupboard door, a faulty item etc.) then the property should not be signed off as complete.

What could go wrong A property is signed off as complete and there are snags that need to be resolved or waste materials still at the property. Nobody wants to wait for days or weeks for works to their home to be completed and even worse, if a resident is highlighting any unfinished work and it is not being dealt with swiftly, then it is highly likely that the resident will very quickly become unhappy, frustrated and stressed out about the whole situation.

Leroy’s Past experience The following experiences are not my own but those of social housing residents that have fed back to me (not about Novus I should add). The points below highlight some examples of contractors signing off a property which still had outstanding issues;

“The contractors finished the work at my home 10 days ago, yet I still have rubble, a bag of sand, a bag of cement and 2 buckets in my back garden! This was after signing off the work.”

“After countless calls no one has come to finish some of the snags…what a disgraceful way for a company to treat me.”

What good looks like At the point of sign off or at the completion of works when there is no official ‘sign off’ (for example minor repair works etc.), the work should be 100% complete and defect free. If not the resident should be made fully aware of what needs to be done and the associated timescale for the activity to be completed. As highlighted above this includes ‘tidying up’ or making sure all waste/idle materials are removed so the resident can carry on with their normal daily life.

What a Novus Customer Liaison Officer feels should be the priority of a Contractor For me I took this signing off process one step further. Even when the work was complete and ‘signed off’ there would sometimes still be work to do for the resident to resume their normal day to day activities. This included helping residents to unpack boxes, and to move their items back into a new kitchen and/or new bathroom. I would offer to provide support and viewed my work as complete when the resident was fully settled and enjoying their new facilities.

07

Be aware of what you don’t know Most Housing Associations provide important information that contractors should be aware of before work is due to start on a property.

This is especially important with vulnerable people. For example, if a resident is deaf and the contractor does not know then they could be there banging on the door wondering why no one is answering when they can see someone is in, or a resident may have mental health issues and would therefore require extra support from their Key Worker.

In this instance we are going to assume that the contractor has already been provided with all of this information. The title ‘Be aware of what you don’t know’ is referring to just that. There could be things going on in any residents life that are not always obvious (this could be an illness, depression, a family bereavement, or even just having a bad day), and it is important that a contractor bears this in mind while working in a resident’s home.

What could go wrong If the resident has any issues going on in the background, then the stressful situation of having strangers in their home, potential mess, and lots of noise etc. could cause the residents’ situation to become even worse.

This could result in the works being delayed or not completed, and more importantly the resident’s life being effected in a negative way.

Leroy’s experience “It cannot be overemphasised how much of an impact having even relatively minor works carried out in your residence can have.

Particularly among residents who may have added needs such as mental and physical health issues.

It is important that the contractor works closely with the Housing Association to make sure they are fully aware of the resident’s background and can therefore plan to give the appropriate support.”

What good looks like Communication is key once again! If the contractor is organised and engages with the Housing Association or local Housing Officer, then any potential factors can be discussed and incorporated into the contractors service. This could involve asking the resident if they would like somebody with them while the work is taking place or just taking the time to talk to the resident to reassure them that everything will be ok and that they can ask questions at any point during the process.

As highlighted above ‘what you don’t know’ may well be something that the Housing Association are unaware of, which is why the contractor should take the time each day to ask the resident how they are doing. If the contractor identifies any issues they can be discussed and where necessary reported. To be on the safe side contractors should always be extremely polite, in order to prevent any situations from escalating should they arise.

Contractors Guide to delivering excellent Customer Satisfaction

08

Tidy Up Anyone who has had work done to their home will know the mess and dust that is created.

It does not matter how big or small the job is ‘mess’ and home improvements go hand in hand.

In the majority of instances when a contractor is improving a Housing Association property the customer is still living in the property while the works take place (this could be a repair or a kitchen refurbishment or a room redecoration etc.). The contractor carrying out the works will leave the property at the end of the day to go home, but the customer will still be living there so it is important that the mess and disruption is kept to an absolute minimum.

What could go wrong If a customer is having to live through unnecessary mess whether that is dust, rubbish or materials lying around, this can place extra strain on the customers daily life. The contractor may be carrying out works to the property for a number of days, and if there is ‘mess’ around, this is not only inconvenient for the customers but could also pose a Health and Safety issue (for example materials left behind that could cause the customer to suffer a slip, trip or fall).

The contractor may have completed the work and not cleaned up after themselves (leaving the customer to clean up the leftover mess). The same applies as the above i.e. a customer could injure themselves, but also leaving someone’s home in a mess is very disrespectful and could cause the resident some distress.

Leroy’s experience

What good looks like

The following experiences are not mine but those of Housing Association residents who have fed back to me (not about Novus I should add). The points below highlight how poor ‘quality of work’ can have a negative impact on a residents life.

The contractor should keep the area they are working in neat and tidy. They should also clean as they go along. There are always going to be busy, messy, noisy periods, but these can be communicated to the customer (and they might be able to make plans for the day).

“They never removed the masking tape from around door frames, didn’t secure the dust/protection sheets so as the day went on dust etc got under it and made a mess of the carpet underneath.” – Customer “Excess materials were stored in the back garden and never collected. They placed all the materials in the forecourt for a whole week without permission.”

“The contractors put a black bag full of bits and pieces in the middle of my kitchen and went home. I tried to move it as I needed to use the oven. As I lifted the bag it split and things went everywhere, it took me over an hour to clear it up.”

The work area should be left clean and tidy before the contractor leaves the property.

What a Novus Customer Liaison Officer feels should be the priority of a Contractor In my role I try to go above and beyond in the service we provide. I help operatives tidy up if required as sometimes the works take longer than planned, so it is important that we make the home as tidy as possible before the end of the day. I have also helped customers with their packing up as there would sometimes be a lot of preparation required before any work took place. For example, if it was a kitchen refurbishment every cupboard would need emptying and packing into boxes, then once the kitchen refurbishment was completed all the packing would need organising back into the new cupboards. This process alone can be especially daunting for a vulnerable customer.

09

Delivering Social Value Responsible business is a major aspect of day-to-day activity for many organisations, and this is especially important at Novus who work in partnership with public and private sector clients on building, maintenance and refurbishment contracts.

We are committed to providing an excellent service and playing our part in helping clients deliver on their Social Value objectives. Our team deliver on all commitments made through tenders, pre-start meetings and core group meetings. Here we highlight our approach to delivering Social Value and the projects that take place in communities across the country whilst carrying out our contracted works.

Employment & Skills:

New Jobs:

Apprenticeships:

Work placements and work experience are offered on all of our sites. These opportunities are also targeted at Customers.

Unemployed individuals are provided with opportunities to build experience. New job opportunities are communicated to Customers.

Apprenticeship and Trainee opportunities are offered across each contract (these opportunities can be targeted at local Customers).

Small Community Projects::

Medium Community Projects:

Monetary Donations:

Supporting community events or small ‘in-kind’ volunteering activities taking place across the community we are working in. Residents can put forward ideas!

This may involve DIY training, community garden makeovers, supporting community events, improving vandalised area, or improving community centre facilities.

Novus' approach to supporting local communities “While working in my area supporting customers with improvements to their homes, I would try and help improve the local community as well. I would meet with local community leaders or community groups to see how Novus can provide support. Activities took place from supporting an allotment project, to cleaning up an area, to refurbishing a local community centre. All these activities benefited the Customers whose homes we were working on, and also the wider community.” Feedback from Novus Customer Liaison Officer

Sometimes a Social Value project will require a cash donation. For example a sponsored charity event, a sponsored team challenge, sponsoring a community event, or purchasing equipment.

10

Going above and beyond Going above and beyond is what makes the difference between a good service and an excellent service. If all of the previous 9 points are followed for each individual home while a contractor is working in partnership with a Housing Association then the likelihood is that they are going above and beyond.

When things go well the contractor makes the whole process look easy, but it only takes one thing to go wrong and standards can drop, or even more importantly, a customer has a bad experience which could have a negative impact on their life.

The aim of this guide is to highlight some of the key areas that customers have identified so these areas can be addressed by any contractor working for a Housing Association.

What could go wrong As highlighted throughout this Guide, there are many challenges when working in a customers home while they are living there. This is what makes Housing Association contracting such a specialised service. The customer service aspect of these works is so important to the service provided.

Every customer is different, which is why each home that is being worked on requires a personalised approach in order to ensure that the customer is fully supported and their personal needs are addressed.

If any of the previous points are overlooked then the contractor will have failed in their service and if poor standards frequently occur then it is likely that the contractor will be replaced by one that can deliver the required standards.

Leroy’s past experience “Throughout my life and through all the feedback I have received in my various roles in the community, I must have heard every story possible.

However, when I hear residents talking about how pleased they were with a contractor and the work they carried out, it usually involves the contractor going above and beyond. This is a very hard area to define, but it usually involves the simple things like making the customer feel comfortable, taking the time to explain things, keeping the work clean and tidy, and treating the customer with respect, and where the contractor can give something back to the local community, this helps build wider community relations.”

What good looks like If all of the points raised in this guide are taken on board while a contractor is carrying out works to a customer's home, then the contractor is one step closer to delivering an excellent service. However, there are many unforeseen factors that can arise when undertaking works, so the most important thing is for a contractor is to go about their job putting the customer's needs first, and treating each customer with respect and as an individual (not just a property on a project plan).

What a Novus Customer Liaison Officer feels should be the priority of a Contractor “My priority while working at Novus is to act as the link between the customer and the trades people carrying out the work. I was involved before the trades people even started work in the area, provided support throughout the works, and was also on hand after the works had been completed. My priority was each and every customer I supported.”

Contractors Guide to delivering excellent Customer Satisfaction

Advice to any Contractor This guide focuses on 10 recommendations that we felt would make the biggest difference to a customer when a contractor was carrying out works to their home.

These 10 areas of advice might seem simple or obvious, but it is important to remember that whilst even the best contractors might feel that they have all these recommendations already covered, it only takes one new employee or a new sub-contractor to get things wrong and the consequence to the customer involved can have negative effect on their life.

This guide is as much about maintaining standards as it is about raising standards. We hope this document will act as a guide, or point of reference to refresh knowledge and support the delivery of the standard of service that each resident deserves - Kevin Rhone, Head of Social Value & Client/Customer Care.

Leroy’s advice “This document aims to a make landlords, contractors, subcontractors and individual employees have a better understanding of the impact that their work could have on a resident’s life and their well-being when carrying out improvement works in their home.

The communication between all parties involved must be first class - leave nothing up in the air and be on time, and explain as much as we can with clear guidance of what needs to be done if any of the parties involved have concerns or issues.

We must always consider that the customer may have issues that you may not be able to see (mental health, substance misuse, victim of domestic violence etc.). This is why a robust system must be put in place that makes sure our visits to their property as smooth as humanly possible.

When a contractor delivers an excellent service and leaves the customer with a high quality of workmanship, their home is not only improved but this can also have a wider positive impact on their whole well-being and happiness. It can be life changing - it is not just a repair, new kitchen or new windows! It is someone’s standard of living being improved!”

Contractors Guide to delivering excellent Customer Satisfaction

Resident Event Questionnaire At the end of the event all the residents were asked to fill in a questionnaire. The Scheme Manager also circulated the questionnaire to residents who did not attend the event and lived at the scheme, 100% of the residents stated they felt this document is a worth while document and would benefit any resident having improvement works carried out to their home.

Customer involvement in shaping this guide Once a first draft of this report was completed, Kevin and Leroy organised a resident engagement event with a selection of Housing Association customers to ‘pilot’ the key areas of this guide In a group format the customers were asked to share their experiences they have had with contractors, sharing both good and bad aspects of their encounters. A lot of the feedback the customers provided and touched upon the areas highlighted in this guide.

During the next stage of the process the customers were issued with a draft of this document and asked to review each of the 10 key focus areas.

For each focus area Leroy provided some examples of his own experiences as a customer over many years, and how he felt the 10 focus areas were important in delivering the service every customer deserves. All of the customers provided individual feedback and fed back collectively as a group. They felt that the key focus areas were appropriate, and that the document would have a positive impact.

Customer comment: “If I had this document when a contractor was working on my home, I would have felt more comfortable highlighting to the contractor if I was unhappy in these areas. I could just show them the document!”

Customer comment: “Everyone makes mistakes, and I think sometimes contractors are busy and they don’t appreciate that the customer is living through any works day in and day out, so what may seem like a small thing to a contractor can be a big think to a Customer. This document will help a contractor think about the impact they are having on a person by person basis.”

Customer comment: “Anything that challenges a contractor to provide a better service is a great thing in my eyes. I like this document because it is tangible. They could keep it in their van or on the site office wall for everyone to refer too, if any of the areas highlighted are not carried out.”

Conclusion from the Customer Feedback Event This feedback event provided an opportunity to test this document and the content on a group of residents. The residents in the room had over 100 years experience between them of contractors carrying out works on their homes, and it was clear to see that it only takes one bad experience to create a lifelong negative impression.

The residents endorsed the concept of the document and remarked that the content was relevant, and adequately addressed the key areas.

Consequently, both Leroy and myself are happy that this document is ready to be communicated and used as a tool support both residents and contractors.

Kevin Rhone, Head of Social Value & Client/Customer Care

Contractors Guide to delivering excellent Customer Satisfaction

Key contacts for any Contractor engaging with Customers Kevin Rhone Head of Social Value and Client/Customer Care at Novus Property Solutions Mobile: 07590961796 E-mail: kevin.rhone@novussolutions.co.uk Novus Property Solutions www.novussolutions.co.uk

TPAS www.tpas.org.uk Taroe www.taroe.org Business in The Community (BITC) www.bitc.org.uk