Charlie Cooley : The 3 C’s of Putting the End User First

  27 May, 2021      Core ValuesIndustry Insights
Charlie Cooley : The 3 C’s of Putting the End User First

As local authorities continue to invest in their property portfolios in order to increase standards and adapt to new regulations, the demand for refurbishment and retrofit projects remains high.

Prioritising Client and Customer Satisfaction

This year will continue to present its own unique set of challenges as we all adjust to the new ‘normal’, and these must be taken into consideration when it comes to carrying out work within the public sector.

Arguably, this is even more vital for projects being undertaken within the social housing sector – with any refurbishment works having the potential to impact the day-to-day lives of residents.

When it comes to carrying out building refurbishment contracts, it goes without saying that client satisfaction should be one of the desired outcomes from start to finish.

“it’s also essential that contractors don’t forget the end-user when planning projects, and this group should remain a priority”

But it’s also essential that contractors don’t forget the end-user when planning projects.

This group should remain a priority before, during and after work has taken place.

With this in mind, here are Charlie Cooley’s 3 C’s of Putting the End-User First:


1. COVID-secure measures

Even after COVID-19 restrictions have been lifted, measures like social distancing are likely to remain in the public’s consciousness for some time yet.

Because refurbishments within social housing often mean working inside people’s homes, contractors should take this into consideration when planning projects in 2021.

Adhering to covid-19 guidelines, has become standard practice across the construction sector, and such measures may be here to stay for some time.

“Novus has used respite pods while carrying out refurbishment projects for some time as a way to go the extra mile for the end-user”

But there are extra steps that can be taken in order to truly put the end-user first when it comes to implementing COVID-secure measures while carrying out refurbishment works in social housing.

For example, Novus recommends the use of respite pods where possible.

These give residents a relatively comfortable space to spend time in while work is being carried out inside their home.

Novus has used respite pods while carrying out refurbishment projects for some time as a way to go the extra mile for the end-user, but these have become even more useful since the start of the pandemic as they are ideal for encouraging space between residents and those carrying out work in houses.

Although taking such measures will mean a higher project cost, it is a worthwhile investment for local authorities in order to put the end-user first by giving social housing residents the option of using an alternative space while contractors are in their home if it makes them feel safer.


2. Compliance

Compliance has always been at the forefront of building refurbishments and retrofits across the public sector – especially within social housing and high-rise flats in particular.

For obvious reasons, fire safety compliance has been subject to much recent scrutiny.

However, with cladding often being the current focus of discussions around fire safety, it can be easy to overlook other important measures which will protect residents.

Those carrying out refurbishment works must consider varying regulations throughout the UK, with some of England and Wales’ regulations differing from those in Scotland.

As important as discussions around cladding and which materials are suitable for use continue to be, it’s important to take a more holistic view when it comes to planning social housing refurbishments.

One of the best ways to ensure building refurbishments include all the required fire safety measures is for stakeholders to work collaboratively during the planning phase. Accredited contractors like Novus work directly with clients and always with the end-user in mind, finding a tailored total compliance solution for every property worked on.

“It’s important to take a more holistic view when it comes to planning social housing refurbishments.”

Looking beyond cladding, when it comes to ensuring adequate fire safety protection is installed during planned refurbishment works, these include measures like sprinklers (particularly in high-rise buildings), fire stopping, fire doors, loft compartmentation, lighting and signage.

Read about more on this subject in our previous blog post, where Compliance Works Manager David Barnes talks about looking beyond cladding in Compliance.


3. Communication

While it can be one of the best ways to create user satisfaction, regular communication with residents both before, during, and after building refurbishment projects, can be overlooked by contractors, due to local authorities taking on this work.

“By creating open lines of communication, residents will feel more included and supported throughout the refurbishment.”

However, there is value in contractors communicating directly with social housing residents throughout a project, making tenants feel included in the process so that overall satisfaction is likely to be higher.

By creating open lines of communication, residents will feel more included and supported throughout the refurbishment.

Where possible, contractors should implement outreach strategies when awarded social housing contracts before the project commences.

There are a number of ways to do this (varying between sites), from hosting drop-in sessions for residents where information can be given directly, to simply sending regular updates via letters before the work is due to start – then at key intervals until the refurbishment is complete.

Keeping residents informed throughout a planned refurbishment contract is not only beneficial to the residents themselves, but also the client involved, and by extension the contractor too.

The three Cs of putting the end-user first this year, and beyond, can be applied across the public sector and should be a priority for contractors and local authorities alike.

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