Case study: Decent homes

We have made it our mission to help regenerate the local community by refurbishing and improving older, local authority housing. We have created well-equipped, modern and desirable homes within vibrant communities. 20,000 Kirklees Council homes had achieved the Government's Decent Homes Standard by 2005, with the remaining 4,500 being completed by Autumn 2006.

A sensitive approach

Although we take targets like these very seriously, we recognise that the most important factor in the equation is the tenant. Building work can be disruptive and stressful, especially for the elderly, the disabled and for families with young children.

Building Services have years of experience in this highly sensitive area. We have developed a respectful, 'natural style' of working and involving residents, which has paid dividends for everyone involved.

Seeing the faces of satisfied tenants is what the job is all about. That's why we don't just recruit teams focused on delivering quality within stringent timescales. We also monitor people's attitudes towards tenants and their homes.

Official recognition

As the Housing Inspector from the Audit Commission reported in July 2005, Building Services has achieved "a satisfaction rate of 96 per cent... with a strong focus on customer care ".

He went on to report that Building Services' work was of a good standard with good quality fittings. Tenants were all pleased with the work that had either been done or was ongoing... and customer care was seen to be good.

"This is backed by average satisfaction results of 92.4 per cent, with the highest satisfaction rate of 96 per cent currently achieved on contracts covered by the Building Services contract."

As a result of our success in Kirklees, we are now developing our client base. For example, we are working in partnership with Leeds City Council, delivering decent homes work.