We work in partnership with Hanover Housing Association to deliver internal and external decorations the communities they serve, nationwide.
Hanover are one of the UK’s largest leading specialist providers in retirement housing and related services with over 19,000 properties and 2,500 extra care facilities spread across the UK.
As part of this partnership, we carry out all internal and external decoration works to occupied properties and communal areas. Our team are customer care trained which helps them tailor works to the individual needs of each resident, when working in occupied homes and extra care facilities.
Hanover is one of our national clients, serving residents across the UK. Our offices mirror theirs, giving the benefit of fast response times, knowledge of their properties and a team who understand the typical needs of their residents.
We have two Key Account Managers in place to look after this client. They act as the point of contact, coordinating the works to make sure we deliver a consistently high-quality service nationwide.
Programme management is a big challenge on large-scale works like this. Our Key Account Manager’s deliver three important things to tackle this head on:
- Rapid mobilisation – we know our client, their homes and their residents. This speeds up our start times on site.
- Regular communication – using our client’s preferred method and frequency.
- Reliable delivery – on time, every time. Our Key Accounts Managers keep things on track, flexing our teams to meet demands.
One of the things Hanover Housing Association loves about us our ability to self-deliver projects. We offer a team who get to work straightaway, as they know the properties and what’s involved in the works. A team who know the challenges they might face and how to successfully overcome them. A team who understand the ethos of our client and how to deliver a tailored service to their residents.
Our team arrive in dual-branded workwear, vans and wear identification badges to let residents know who we are, and who we work for before we even knock on the door. Resident security and peace of mind is a key focus of both our client and ourselves.
We make sure our team receives the latest health and safety training, undergoing at least 3 days training per year. Disclosure and Barring Service checks are also carried out to make sure we do everything we can to safeguard residents.
We have a friendly team of Resident Liaison Officer(s) who work across the regions and manage resident communications.
Their responsibilities include:
- Making initial contact with residents.
- Organising access arrangements.
- Scheduling Appointments.
- Organising Colour Choices.
- Problem Resolution.
- Discussing any special needs or requirements.
- Distributing and collecting Customer Satisfaction Surveys.
98.6% customer satisfaction rating.
Working in Partnership
We were asked to paint the properties on a 5-year cycle. After the first 5 years, we returned to find some properties were in good condition but other coastal areas had significantly worn due to weather. We worked with Hanover to tailor the works so coastal properties were painted more frequently than others. This made residents happy and meant that Hanover kept within their yearly budget.
Hanover properties also featured a lot of metal work which needed painting every 5 years. We had success on another contract using a new product called Ameron coatings and pitched the product to the Hanover team. We were given the go-ahead and started using the product across their properties.
Instead of having to paint the metal work every 5 years, we now only have to visit once every 20 years. This is a huge cost saving of 3 visits every 20 years to our client. Not to mention three times less disruption to residents.