Amey Defence NHP

Project Description

 A 24/7, 365, response service for Army housing/residential properties as well as void refurbishment covering approximately 9,000 units (houses or flats). The void Improvement programme will upgrade properties in line with current Defence Infrastructure Organisation standards prior to personnel occupancy. As part of our framework with Amey Defence Services, we were appointed to carry out these works across Scotland and Aldershot in the South East.

We have dedicated onsite management teams that oversee the contract and monitor the overall allocation of work to ensure we have approved operatives available to support contract management and responsive repairs.

Type of works

Responsive repairs include

• Plumbing
• Carpentry
• Electrical
• Flooring
• Roofing/rainwater goods
• Glazing
• Soffits and Fascia’s
• 10 Year Test & Inspections

Void Prep

• Kitchens
• Bathrooms
• Electrical
• Carpentry
• Flooring
• Soffits and Fascia’s
• Paint & Decorating
• Garden maintenance
• 10 Year Test & Inspections

Committed to local delivery

Our staff live in close proximity to our sites of work ensuring continual economic investment in the surrounding areas. To maintain best value for our Client we also source materials direct from suppliers using local outlets securing larger discounts which we pass directly onto the client.

Minimising the impact of our works

Working in people’s homes requires a considerate and flexible approach to service delivery. To minimise the effects of our works on resident’s home lives we:

• Offer flexible booking slots that work for them
• Provide customer feedback questionnaires to continually assess and improve the quality of our customer service
• All our products are water based, to ensure low level of odour within the wards.

A rapid response service

We understand the importance of the work we do and take pride in being able to deliver a high volume of work to a high standard. We provide a 24/7, 7 days a week, 365 days a year service providing repairs. We work to a 4 hour emergency response 5 day standard response KPI which is captured an reported monthly for Client review. Tenants report issues via an Amey help desk. Co-ordinating our scheduling systems with Amey we then allocate works to the next available operatives.

Sensitive working

Working in people’s homes, family homes, requires a level of sensitivity and consideration. As part of our works our schedulers and operatives ensure minimal disturbance, working in the hours that best suit family life and the needs and availability of users. The main concern for residents is losing access to facilities essential to family life, i.e. bathroom and kitchen utilities. Taking a considerate approach to their needs we make sure that any plumbing issues are resolved as a priority and provide desk top cookers if required to minimise the impact of our works on family life.

Dedicated contract management, a Client focused service

Our dedicated team and office onsite provide a diverse range of services including planned and response repairs tasks. We hold weekly meetings with the Client team but have regular contact as we are located in the adjacent office making communication inherently transparent.

Collaborative planning a quick response service

Working in close proximity to Amey enables collaborative co-ordination of works, completing installations in challenging timescales. Regular shared updates to our programme with the Client are key to the successful delivery of this service. With a fast response required to accommodate incoming forces personnel and specific dates for reoccupation, operational efficiency is essential. By keeping the Client regularly updated on our programme, we can increase the number of operatives’ onsite to ensure their timescales are met. This ensures we consistently stay ahead of programme and meet our Client’s service delivery requirements.