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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
Months
Per
cen
tag
e
KPI
Actual
Customer Satisfaction
40
50
60
7080
90
100
Apr-04
May-04
Jun-04
Jul-04
Aug-04
Sep-04
Oct-04
Nov-04
Dec-04
Jan-05
Feb-05
Mar-05
Months
Per
cen
tag
e
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
Dec-04
Jan-05
Feb-05
Mar-05
Months
Per
cen
tag
e
KPI
Actual
Defects Resolved in Target Time
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
Jan-05
Feb-05
Mar-05
Months
Per
cen
tag
eKPI
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
Jan-05
Feb-05
Mar-05
Months
Per
cen
tag
eKPI
Actual
Defects Resolved in Target Time
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
Jan-05
Feb-05
Mar-05
Months
Per
cen
tag
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