Invicta Building Services Ltd were delighted to be appointed work on behalf of Southern Housing Group with the residents of the Helen Court retirement complex in Reading. The £650 K / £700 K project involved the complete upgrade of the heating system, and communal power and lighting throughout the whole building. This necessary upgrade was divided into three separate parts.
The first part was the renewal of the communal boiler plant and secondary HWS sub-plant rooms to serve the building, the second part was the installation of a LTHW distribution pipe network throughout the building, and the third part was the installation of domestic services in 60 residents’ properties including heating circuits, radiators, hot and cold water services, electrical controls, and making good the builders’ work and connections following the works.
Temporary boiler plant was also required throughout the project to provide heating and hot water to all residents.
The original 19-week project started in November 2020 and during the course of the project we were asked to complete additional refurbishment works meaning final completion date was in July 2021. The works were carried out despite the additional constraints placed upon the company with the need to comply fully with the Covid-19 regulations which gave an extra complexity to the project, particularly as we were working with elderly and vulnerable residents.
A Resident Liaison Officer was appointed to this project to provide residents and other stakeholders with an available on-site point of contact to ensure smooth and immediate communication concerning all aspects of the refurbishment project.
As part of our final inspection with residents on completion of the works we always conduct a resident feedback questionnaire following a common set of measures to identify their level of satisfaction with different aspects of the project.
Our Key Performance Indicators include the quality of work, disruption caused, appointments kept, service provided by staff, communication re works, housekeeping in the property, overall satisfaction, and willingness to recommend, and the residents are requested to complete the following questions contained in the questionnaire with 3 responses:
1. Unacceptable.
2. Satisfactory.
3. Excellent.
We completed the modernisation works within 60 properties and handed these over to Southern Housing Group. Of these, almost 87% of the residents responded to the feedback questionnaire. Based on the residents’ responses provided there were three categories that received the highest score of a superb 99.36%. These were: the quality of our work, the service provided by staff, and recommendation rate. Only one resident gave less than the top score for each of these categories.
Communication by staff and Housekeeping in the property both received 98.72%. Only one resident gave our on-site team less than the top score for Communication re Works which is an essential part of the RLO’s job description.
When the scores were totalled, we are extremely pleased to state we received an average across all categories of 98.48%, and within this there were some exceptionally pleasing results.
Furthermore, we were pleased that at the regular progress meetings with our client, Southern Housing Group, and with the Contract Administrator PCM, we were regularly informed of the positive feedback received from the residents. An example of this feedback from the Senior Commercial Consultant of PCM is included below.
The table below shows the scores as a percentage that we achieved.
As mentioned earlier, these results are hugely satisfying not least as these works started in November 2020 and were all carried out with the need to follow government Covid-19 regulations presenting extra challenges to our site teams.
Social Values always play a part in our relationship with clients and residents, and we tailor these based on the project and consider where it can have a visible impact. In this case, we supported the Helen Court project with a contribution to redevelop the communal garden area for the benefit of the residents, including repainting the garden furniture and exterior doors.
Finally, the safety and welfare on site is important. We conducted weekly Covid compliance inspections, and our Nebosh certificated Health and Safety Manager conducted random unannounced Health and Safety inspections. There were no accidents reported for the duration of this project.
We are pleased to be able to provide the following testimonials.
“I would like to take this opportunity to say Thank You for all the hard work you and all Invicta project team on site at Helen Court have put in so far.
From the site inspection and what I saw yesterday, it appears that if not ahead of the Plan of Works, the project works are on target to be completed on time, it’s good to know that the project management team are taking a very professional approach to running the project and the day to day basis.
On my way out yesterday, a resident approached me (lives on second floor of the building), after talking for a while to explain what my roll is, the resident stated he was very happy with the way the project is being managed, the resident was especially happy with Leah and both yourselves.
It’s good to know we have the right team on site. Once again, many thanks for all the hard work so far.”
Amir Javaid
Senior Commercial Consultant
Phoenix Compliancy Management
Beyond Comparison
“I am writing to say a heartfelt thank you to everybody involved with the installation of my new central heating system. The speed, quality of work and professionalism of every team member at every step of the way, has been beyond comparison. Well done to everybody involved and thank you for making what I anticipated would be an awkward few days, as easy as possible. Everybody was superbly professional and a joy to be around
P.S. Thanks also for fitting your works around my freshly decorated flat so well!! Much appreciated, thanks again to all”
Mr S
Wonderful work ……. installing my new heating
” I would like to thank Invicta for the wonderful work your men have done installing my new heating, you surely have a brilliant workforce. John was brilliant, he did extra stuff which I’m so very grateful, also your men left my home spotlessly clean. I would certainly recommend Invicta and your workforce to all I know. I would very much like to give a special thanks to Dave the Boss, and Leah for their kindness during this time, no fuss, just brilliant care. Thanks again.
Mrs S O’G
Treated my place with respect
“Thought there was going to be more disruption than there was. Staff were friendly, nothing was too much trouble. Knowledgeable about products and work. Treated my place with respect. Handy having office on site, easy to contact.”
Mr D M
Superb installation
“I am writing to thank Invicta for a superb job done in the installation of central heating. Very professional, friendly, informative, efficient and helpful workforce. Brilliant, highly recommended”
Mr H
Well done and highly recommended
“I viewed with some unease the likely upheaval involved in the replacement of my old radiator heating system with five new thermostatically controlled radiators including a hot radiator towel rail.
However, i experienced a trouble free professional transition organised by Dave and his friendly, polite and helpful team. Nothing too much trouble throughout and work completed to advised schedule.
Thank you Invicta. Well done and highly recommended”
Mr S
A selection of comments from other residents
“All staff were polite and worked well”
Mr F
“Just a big thank you to Leah and Dave for all their help, nothing was too much trouble”
Mrs J
“The staff were marvellous. Thank you”
Mrs H
“Everyone is helpful and friendly, completed quickly. John is great and works hard”
Mr S
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“All I can say is you are all doing a very good work. Keep it up”
Mrs T
“I’ve found everyone very helpful, with the actual related works and helping with other matters when I needed help”
Mrs B
