Invicta Building Services Ltd were delighted to be appointed work on behalf of Leathermarket JMB with the residents of the Kipling Estate. The £1.75 million project involved the complete upgrade of the heating system, which was past its serviceable lifespan, throughout the whole estate. This necessary upgrade was divided into three separate parts.
The first part was the installation of above ground distribution and underground distribution pipe network, the second part was the renewal of the communal boiler plant to serve the estate, and the third part was the installation of domestic services in 109 residents’ properties including heating circuits, radiators, HWS cylinders, domestic 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 30-week project started in April 2020 after the Government announcement of the national Lockdown and final handover to Leathermarket JMB was in November 2020 meaning that the majority of works were carried out successfully during the Lockdown 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.
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 project.
As part of our handover period at the end of a contract we always conduct a resident feedback questionnaire following a common set of measures to identify their level of satisfaction.
Our KPI measures include the quality of work, disruption caused, appointments kept, politeness of staff, problem handling, after care, overall satisfaction, and willingness to recommend, and the residents are requested to complete the following questions contained in the questionnaire:
- Unacceptable.
- Satisfactory.
- Excellent.
We completed the modernisation works within 109 properties and handed these over to Leathermarket JMB. Of these, almost 90% of the residents responded to the feedback questionnaire. Based on the residents’ responses provided the quality of our work received a high score of almost 95%, and the categories relating to our site staff were the highest of all, with politeness of staff and problem handling, being 99% and 95% respectively. Only 3 residents gave our on-site team less than the top score. Finally, when asked if they would recommend us, the residents gave us a recommendation rate of over 93%.
When the scores were totalled, we are pleased to state we received an average across all categories of over 92%, and within this there were some particularly pleasing results.
Furthermore, we were pleased that at the regular progress meetings with the Property Services manager of Leathermarket JMB, Wayne McAllister, we were regularly informed of the positive feedback that he had received from the residents.
As mentioned earlier, these results are hugely satisfying as these works started in April 2020 during the first lockdown, and therefore were all carried out with the need to follow government Covid-19 regulations giving an extra complexity to the project.
Social Values always play a part in our relationship with clients and residents, and we supported the Kipling Estate project with a generous contribution to redevelop the communal garden area for the benefit of the residents.
Finally, the safety and welfare on site is important and there were no accidents reported for the duration of this project.
Testimonial from the client
Dear Garry,
I wish to take this opportunity to express my sincere gratitude for the works you have undertaken on the Kipling Estate on behalf of the Client Messrs Leathermarket JMB.
This project had as you are aware many unforeseen problems such as the discovery that the existing balcony ceilings had to be completely fireproofed to meet current regulations, the works were also carried out during the Covid-19 pandemic which caused extreme access problems to 112 occupied properties, but due to your management and installation teams taking the correct approach and precautions to meet Government regulations this alleviated the fear many residents had.
I am especially grateful to you for the way we coordinated and programmed your works which was highly beneficial to the successful conclusion of this project.
I will have no hesitation in employing Invicta Building Services Limited on future projects and therefore look forward to working with you again; it was a pleasure working with you and your team, demonstrating a positive “can and will do approach” throughout.
In conclusion, please forward my thanks to your team for their contribution to making this project the success it is.
Regards,
Tony Baker
Contract Administrator on behalf of Leathermarket JMB
Testimonials from a few satisfied residents
“We was very satisfied with all the work in our home. Everyone was very polite and helpful, the workmen done a very good job, cleaned up as they went along so there was no mess. Was kept up to date with all that was going on by letter or phone call. Very pleased with the new heating, Thank you to all your team”
“I would like to thank Invicta for my new heating system, the workmen were very good and always jolly, there were a few teething problems at the beginning which is to be expected with something new but was promptly put right and now all is fine and the house is really toastie”
“I am very happy with the work that all you guys did to my property and happy with the support you gave me. You all respected me and my property.”
“I am writing to say a Big Thank You to Invicta for installing my new heating system. I am very pleased it’s so much warmer and cosy. All staff were very polite and professional at all times and very helpful. nothing was too much trouble”
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