When it came to choosing our new gas servicing contractors we wanted residents to help shape the process from the very beginning.

Before starting the formal procurement exercise we asked residents a simple question:

‘What does a good hot water and heat servicing service look like to you?’

We’re pleased that 1,532 residents took part in the survey, representing 11.5% of households. Thank you to everyone who shared their views.

Your feedback, alongside insights from complaints data and resident satisfaction surveys, helped us design the contract specification before it went out to tender.

In other words, the things that you told us were important became part of the criteria that potential contractors were assessed against.

What did residents tell us?

More than half of respondents said that getting the job right first time was the most important aspect of a good service.

Residents also highlighted the importance of:

• Polite and respectful operatives
• Clear, proactive communication
• Appointments being arranged with sufficient notice
• Being kept informed if an engineer is running late, needs to reschedule, or is unable to attend.

These priorities helped shape the questions we asked bidders and played an important role in our evaluation process.

Choosing our new contractor

Following the procurement process, Smith & Byford has been appointed to carry out domestic gas heating and hot water repairs and servicing; Re-Gen (M&E Services) are looking aftercommunal heat networks; and Robert Heath Heating will cover domestic and communal renewable heating and hot water systems.

Their responses demonstrated a strong commitment to the areas residents told us matter most, particularly first-time fixes, customer care and communication.

We look forward to working closely with them to deliver the high standards residents expect.

What’s next?

Resident involvement doesn’t stop now that the contracts have been awarded.

Once the new services are live we’ll be inviting residents to take part in focus groups at three, six and 12 months. These sessions will bring together residents, Town & Country Housing colleagues and our contractors to discuss how the service is working in practice and identify any improvements that may be needed.

Your feedback will help us hold the contractors to account and ensure the service continues to meet residents’ expectations.

If you’d be interested in taking part in a future focus group, please register your interest by emailing getinvolved@tch.org.uk or call 01892 501480 and ask for the Resident Engagement Team.

Thank you