One Stop Shop
We have the ability to provide our clients and customers with a one-shop service providing engineers, electricians, builders, carpenters and plumbers to complete the job. We continue to invest in both computer and call centre technology to ensure that that our systems remain at the forefront of information technology. We are able to ensure that our major clients have direct links in to our systems and are able to view the position and status of any project we have operating for them. This investment has enabled the company to provide an emergency service, which is available 24hours a day, seven days a week.
We ensure that the service we provide our customers is maintained by monitoring the work carried out by our engineers. For this we have developed a system of monitoring our engineers through the use of our in house monitoring inspection form.
From this system we able to measure the effectiveness of our engineers through a variety of inspections, these include Work In Progress and post work inspections. These inspections highlight not only the individual working tends among the engineers, but also identify training requirements and overall trends when the information is laid out on a spreadsheet. From this information we can identify training requirements for the future and further use the information to design gas audits for the engineers where there is an indication that areas of the engineers work are not to an acceptable standard.
Housing Associations need to monitor the Quality of work carried out by their incumbent heating contractor and Westward can offer an independent QC inspections service with Gas Qualified inspectors.
Key Performance Indicators
The details from these inspections are made available to our clients in the form of Key Performance indicators or KPI’s. Key performance indicators are an essential business tool to our clients as they provide an indication of how efficiently their funding of projects is being delivered.
Landlord’s gas safety inspections are also included in KPI’s as an overall percentage of access rates to properties. The Key to any program in servicing is to ensure you gain access to as many properties in the annual service year as possible. Every effort is made to advise residents of when their service is due and offer dates, which they can accept or if they wish contact us on a local rate phone number to arrange a date more suitable to their needs.
Operational Centre And Managing Appointments
Operational Centre lines are open 24 hours a day 365 days a year. The main office is open between 8:30am and 5pm Monday to Friday and 8am to 12noon on Saturdays, while outside of these hours the emergency lines are open and controlled by our Out of Hours team. The Out of Hours team who operate off site. We also have an on call Duty Manager who can deal with any out of hour’s queries.
Our operational team is responsible for booking calls from all skill sets and ensuring the correct fault codes and response is applied to the call. This enables our Planning Team to send the call to the engineer that is closest to the address by using a tracking system which is fitted to all our vehicles.
Our Planning Team can then cross reference the operative’s location against their relevant qualifications to respond as quickly as possible in an emergency situation resulting in the job in hand being resolved as quickly as possible. This experienced Team is able to deal with all aspects of the service we provide and ensure we deliver a highly professional, efficient service.
Your customers will have access to dedicated local rate telephone numbers so that they are able to contact Westward at any time, day or night.
Telephone reports are produced on a weekly and monthly basis and are used for ongoing training purposes and assess staffing levels during peak and off peak times. The reports are also presented at operational meetings.
Many of our clients are linked via the Internet into our computer system where they can view at any time details on a particular property. Through this link they are able to also download reports on a variety of information necessary for the various reports they have to produce, included in this are the landlord’s gas safety records.
Personal Digital Assistants (PDA’s)
PDA’s allow us to view the time travelling and spent on each job, the materials used and materials to be ordered to complete the work.
Landlord’s Gas Safety Records are also dealt with electronically through the PDA’s. This prevents misinterpretation of handwriting as the data is legible and can be transferred electronically to you the client for your records on the same day basis.