Issue 4: CCG Asset Management Manager, Stephen Riley, discusses the importance of effective customer engagement when working with clients and residents on contracts undertaken in occupied homes.
The CCG Group is one of Scotland’s leading contractors with a wide range of services provided by five companies within the organisation. CCG Asset Management is a key member of this family with over 120 highly-experienced tradespeople operating across the country with capabilities in kitchen and bathroom renewals, central heating and boiler installations as well as window and door replacements.
I often wonder where time has gone. But after 41 years, (37 continuous), I am very proud to be part of the CCG Group and of course the progression of CCG Asset Management (CCG AM). A long time with one company? Sure. But as Muhammad Ali once said, “Don’t count the days make the days count”
This phrase is certainly one that represents CCG AM – we make the days count and continue to drive quality standards on every contract that we undertake, across any type and any scale, covering both planned maintenance projects, as well as providing plumbing services for domestic projects in-house for the construction side of CCG. We feel our breadth of capability is a huge advantage for our clients given our ability to provide fully integrated services that are met with an assurance of quality.
We work closely with procurement specialists, Scottish Procurement Alliance (SPA), a partnership that has greatly assisted in our efforts in engaging with new clients, since entering their KB3 Framework in 2016. Customers including Perth and Kinross Council and Whiteinch and Scotstoun Housing Association to name two have both benefited from this alliance which gives quick access to procurement and to a trusted and efficient planned maintenance contractor.
We at CCG AM are a very productive, fast-paced division of the CCG Group and in the last year alone we have installed over 460 kitchens, 600 bathrooms, 250 heating and boiler replacements, as well as window replacements to over 650 properties. With our work with SPA, we have completed contracts covering over 800 homes in total during the last 12 months. It is also worth bearing in mind that these contracts are in addition to the plumbing contracts performed within CCG’s Construction division.
Although we undertake a significant volume of work to a high standard, our top priority is to ensure a high-quality customer experience from start to finish regardless of the size of a job. With this in mind, we focus not just on the finished product but on the customer’s experience during the installation.
Our process commences upon the agreement of a works schedule. The process of engagement with the resident then begins with an introductory letter from CCG to introduce CCG AM and inform them of the scope of works. Residents are then communicated with by text to establish a suitable time to visit their property and undertake a survey. CCG AM feel that a professional courtesy such as this offers flexibility and trust when dealing with a tenant that may have specific requirements, particularly as some may need assistance before during and after the installation.
Upon entering the home, we are always respectful in approaching how the works are undertaken, again being responsive to the individual needs of each resident. This responsiveness is beneficial not only in our planning of the works but provides ongoing communication for the customer. We have a team of highly-experienced Tenant Liaison Officers (TLO’s) that are available on a daily basis to deal with the customer from the start to the end of the installation process.
At the completion of the works, CCG AM’s performance is not only assessed by the client but, prior to handovers, our own quality assurance and satisfaction process is undertaken directly with the resident to ensure that the standard of finish is to the highest order. Our approach is based on a full 360-degree performance review allowing us to measure our performance from start to finish.
We feel that our proactive approach to client and resident engagement is key to the long-term success of our business and at CCG AM we are certainly ahead of the curve. The quality of finish is a given but our whole process of client and resident engagement is just as important. “Treating each customer`s home as if it was your own and you won`t go far wrong” is our ethos. We will continue to deliver on this leading service as we look ahead to another busy and productive year.
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