BUILDING BETTER RELATIONSHIPSMARY LYNCH

BREAKING DOWN THE BARRIERS

INFORMED CLIENT

What does the client want from the contract?

The tender process is a tool to achieve that but only if it is used properly

Understand the price Debriefing process

THE CLIENTS DRIVERS

Tenant satisfaction On time/and to budget Local labour Training Innovation Ensuring best value

ADDITIONAL DUTIES

Stock condition surveys Asbestos surveys Scope of works RTBs Asset register

ISSUES FOR THE CONTRACTOR

• Programme, programme, programme• Access, Access, Access• Hours of work• 57 varieties of kitchen• Clients restrictions• We need excellent communication

networks and leadership

WORKING WITH RESIDENTS

• (Hopefully) The residents helped to make the choice

• Involvement in partnering forums and KPI workshops

• Resident liaison officers • Information, information, information• Understanding section 151 and

leaseholders needs

WORKING WITH RESIDENTS

RESIDENTS HEALTH AND SAFETY

Virtual Company

Customer SatisfactionCannock Chase & Whitefriars

Customer Satisfaction

405060708090100

38078

38108

38139

38169

38200

38231

38261

38292

38322

38353

38384

38412

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e

KPI

Actual

Customer Satisfaction

40

50

60

7080

90

100

Apr-04

May-04

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Aug-04

Sep-04

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Dec-04

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Mar-05

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KPI

Actual

Cannock Chase

Snagging (Handover Defects)

40

50

60

70

80

90

100

Apr-04

May-04

Jun-04

Jul-04

Aug-04

Sep-04

Oct-04

Nov-04

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Mar-05

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KPI

Actual

Defects Resolved in Target Time

40

50

60

70

80

90

100

Apr-04

May-04

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Jul-04

Aug-04

Sep-04

Oct-04

Nov-04

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Actual

WhitefriarsSnagging (Handover Defects)

40

50

60

70

80

90

100

Apr-04

May-04

Jun-04

Jul-04

Aug-04

Sep-04

Oct-04

Nov-04

Dec-04

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Feb-05

Mar-05

Months

Per

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tag

eKPI

Actual

Defects Resolved in Target Time

40

50

60

70

80

90

100

Apr-04

May-04

Jun-04

Jul-04

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Mar-05

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e

KPI

Actual

Abbey Hulton - WILLIAM SUTTON TRUST

• Internal and External Improvements Phase 15 ongoing works. Alterations to internal walls, damp proofing, new kitchen and bathroom

• 100% Rating for Safety• 93% Rating for Client Satisfaction• 85% Rating for Defects Resolution up to

Handover• 57% Predictability of Cost for Construction.

The Lunt Phase 2- Wolverhampton CC

• Improvements to 102 pre-war system built homes. Replacement rain water goods. Heating upgrade. Replace kitchen units.

• 100% Rating for Safety• 100% Rating for Client Satisfaction• 100% Rating for Defects Resolution up to

Handover• 65% Predictability of Cost for Construction.

The Lunt Phase 3

• External and Internal refurbishment repairs to 63 dwellings and internal modernisation to 36 dwelling

• 100% Rating for Safety• 100% Rating for Client Satisfaction• 100% Rating for Defects Resolution

up to Handover• 82% Predictability of Cost for

Construction.

PARTNERING AS A CATALYST

• Partnering with the residents • Partnering with the community• Client as enabler and regenerator

– Local labour schemes– Training and employment– Involving schools– Raising consciousness

CASTLEVALE