One Stop Shop
We 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 IT technology to ensure that that our systems remain at the forefront. Our clients are able to view the progress and status of any project via our online system. We can provide an emergency service, available 24 hours a day, seven days a week.
We ensure the service we provide is maintained by monitoring the work carried out by our engineers. We have developed a system of monitoring our engineers through the use of our in-house inspection forms.
From this system we able to measure the effectiveness of our engineers through a variety of 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.
Quality Control Services
Housing Associations need to monitor the quality of work carried out by their heating contractor. Westward Energy can offer an independent Quality Control 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 KPIs. KPIs are an essential business tool as they provide an indication of how efficiently your project is being delivered.
We also include KPIs in our landlord gas safety inspections. We contact residents before their service is due and arrange a convenient time to visit the property.
Call Centre Management
Our 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. Outside of these hours, you can contact the emergency line, managed by our out-of-hours team. We also have an on-call duty manager who deals with any out of hours queries.
Our operational team is responsible for booking calls and ensuring the correct fault codes are applied to the call. This allows our planning team to send the call to the engineer that is closest to the address by using a tracking system fitted to all of our vehicles.
Our planning team can allocate an engineer and resolve the problem as quickly as possible. The 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.
We produce telephone reports on a weekly and monthly basis and they are used for ongoing training and assessing staff levels during peak and off-peak times.
Many of our clients are linked to our computer system where they can view, at any time, details on a particular account. Through this link you can download a variety of different reports including gas safety check records.
Personal Digital Assistants
Personal Digital Assistants allow us to view travel time and the time spent on each job as well as the necessary materials for a job.
Landlord’s gas safety records are also dealt with electronically through the PDA’s. We can transfer the information electronically directly to you for your records on the same day.