Guinness Partnership – Extensive Planned Property Maintenance

The Guinness Partnership Trust awarded a framework contract to Novus Property Solutions in July 2018 for extensive planned maintenance works on a number of different properties taking place over 5 years.

Background to the project

Novus was awarded this extensive planned maintenance contract in July 2018. Novus will deliver works on the framework over course of 5 years, commencing in October 2018 and concluding in March 2023.

What services did Novus provide?

The work streams involved on this contract were varied, comprising:

• Kitchens and bathrooms
• Windows and doors
• Internal and external decorations
• Roofing
• Electrical upgrades and storage heating
• Heating insulation
• Fire alarms
• Emergency lighting installations
• Fire safety works (20 fire doors fitted per week)
• Major building refurbishments

Pre-Work on the Contract

Upon the contract award, our Management team undertook skills gap analysis and allocated personnel for the duration of the contract.

Novus ‘Contract Pledge‘ document was shared with The Guinness Partnership Trust, which summarised our offer and outlined exactly what was to be delivered throughout the period.

Specific requirements were discussed with Guinness and planned ensuring targets, deadlines and communications were effective and realistic.

Finally, the launch Day was agreed in October 2018.

Commitment of Internal Resources

Our Operations Manager and Contract Manager accurately forward-planned the level of resources required whilst identifying and mitigating risks to resource peaks, via review of detailed initial survey outputs and detailed construction programmes taking into account TUPE transferees.

The Site Managers/Supervisors reviewed resources required weekly to mitigate the risks to resource, monitoring operative performance, punctuality, absences, GPS tracking reports, weather conditions, traffic issues, resident requests and other potential triggers for increased resources.

We have contingency plans to manage unforeseen issues.

We have a pool of 1000+ direct labour operatives and a team of RLOs working nationally and have never had to rearrange appointments because of staff shortage.

Jeopardy and real-time reporting tracks work progress and resource to manage peaks and dependencies.

We consistently monitor progress to identify emerging resource needs and recruit and train personnel well in advance to meet timescales.

Close collaboration with the Guinness Partnership

Novus developed a communication strategy with the client to ensure consistent, open and clear communication was maintained throughout the project.

Partnering activities between the two companies were agreed, these included workshops, joint training, and customer engagement initiatives.

For example, joint introduction letters from Novus and The Guinness Partnership Trust were sent to customers introducing the new contract.

Monthly progress meetings were (and are) attended by the Heads of Operations at Novus, where all parties review performance.

Core Group meetings are also held every 6 months with high-level management to review performance and identify areas for improvement.

Value Added by Novus

The contract is Managed by our Senior Operations Manager in our South West Operational Centre, however the contract is serviced by four Novus Offices based within the West region of the UK.

This ensures a robust and efficient delivery is achieved.

For this contract, 97% of Guinness’ housing stock is located within an hour of one of our offices.

To ensure the contract is run smoothly across the region we have ensured:

• Effective back office support in each office
• Standard operating procedures to ensure a unified approach
• Locally based management and labour force
• A personalised level of service, backed by the extensive resources and expertise of a major national organisation

Running Smoothly

We have recently been advised by the Guinness Trust that we are the best mobilising contractor on the framework.

• Novus delivered more work than any other contractor in the first 6 months of the contract
• Guinness previous Customer Satisfaction average score overall has increased from 82% to 95%
• Novus’ score is currently 98%

By summer 2019, Novus had completed 119 Kitchens replacements and 9 Bathroom/Wet Room replacements as part of the scheduled works

The contract is ongoing and due for completion in 2023, so be sure to revisit this page for progress updates.