Post Contract Reviews
The Company believes that benchmarking is an important element of any project. In order to improve performance, it is necessary to measure and compare performance and the Company has adopted the Key Performance Indicators (KPIs), developed by the Construction Best Practice Programme, for many of its projects.
As part of the Bardsley commitment to customer satisfaction the Company undertakes post contract reviews (which also form part of our KPIs) with all its clients for every project we complete. These review documents allow us to ensure that we are delivering the requisite level of service, and more importantly, we can assess those areas where we are not delivering to our client’s requirements and implement change.
Customer Care & Defect
The Bardsley philosophy of a total commitment to Customer Care is an essential component of the Company’s success.
Our ethos of putting clients first and responding to their needs goes far beyond both the contract and obligations under the contract. The Company firmly believes that for clients and end users to be completely satisfied with any project, they must be given a thoroughly professional, effective and speedy service during the defects liability period.
In response to this, Bardsley has a separate dedicated department that takes over contracts at practical completion. This department is managed by our Maintenance Manager and has a number of multi-skilled tradesmen. This part of the Company provides the following key services:-
• Speedy response to defects during the defects liability period
• Attendance to latent defects
• 24 hour emergency cover
• National holiday cover
Full training is given to both clients and customers on how the product should be looked after and maintained, and to the Bardsley maintenance team. The Bardsley team are also experienced in working with clients and residents and are sympathetic to their needs and circumstances. It is also emphasised that neat and tidy work, together with respect of residents/tenants, is paramount.
The results of our Care Policy are reflected through our high percentage of repeat business in all sectors.
Maintenance & Repair Procedures
On receipt of a telephone call, email, fax or letter from an employer, resident or employer’s agent, the duty staff will assess the nature of the complaint. Entered onto our logging system and allocated a Call Reference and Task Number.
If a Subcontract related item, the Subcontractor will be contacted and instructed to deal with the complaint within the specified timescale. All relevant information is to be passed to the Subcontractor.
If unable to contact the Subcontractor, or they are unable to facilitate the complaint within the timescales specified, Bardsley operatives will attend.
If a Bardsley related item, staff will deal with the complaint and a job card completed.
Operatives attending a defect will obtain a Customer Satisfaction note from the resident as confirmation that the works have been attended to satisfactorily. Copy note issued back to head office or employers agent and completed within our monitoring system.
Upon completion of any project a letter of introduction to our after sales service is given to the resident or facilities manager.