Written by Kier Stoke and Stoke-on-Trent City Council were highly commended at the national British Building Maintenance Awards. The partnership was recognised and praised for its project ‘Reigniting the Customer Experience’, which has improved the way local residents receive repair and maintenance services.
The commendation was given after consultant David Phythian, representing the Association of British Engineers, spent a day with Kier Stoke to conduct an in-depth analysis of its service. He also gained a deeper understanding of the ‘systems thinking’ review, embraced jointly by Stoke-on-Trent City Council, to ensure the responsive repairs service meets the needs of the customer in completing repairs at a convenient time.
David spent part of his visit with Stoke-on-Call, the department which collects the initial call demand from the customer; he then spent the larger part of his time in Kier Stoke’s Resource Control where Kier manager Martin Heath and Stoke-on-Trent City Council control manager, Tony Philips, guided him through the day-to-day processes in place.
Kier regional managing director, David Mawson, said: “We are delighted to have received a commendation for our customer-focused project, which has seen some excellent results. This is further testament to our working partnership with Stoke-on-Trent City Council, which is designed to deliver an unsurpassed service to our local tenants.”
The British Building Maintenance Awards give recognition in the field of building maintenance and management. The awards acknowledge outstanding projects or initiatives that most effectively develop and profess the science, technology and management practice of the building maintenance process