Case Study | Central Heating Replacement Scheme

Lincolnshire Housing Partnership

Introduction

A long-term partnership encompassing 500+ new system installations

Scarbrook working in Partnership with Fortem Solution Ltd, have recently been selected by Lincolnshire Housing Partnership to carry out the replacements of all the new central heating’s in and around the Grimsby area. This is a long-term partnership where we intend to install over 500 new systems over the course of the contract.

Objectives & Challenges

Reducing disruption to residents through strategic planning

The objective of this scheme is to improve energy efficiency, keep up to date with current legislation and for LHP to continually invest in their housing stock to maintain or improve the standard of living for their residents.

Replacing full central heating systems are quite intrusive as the works involves major disruption to every room to enable us to remove the old system, furthermore its imperative our works are completed within one working day to ensure that customers have heating and hot water provisions at the end of the day.

Solutions

A robust installation process ensures quality throughout

Scarbrook have built up a robust installation process over the last 15 years, which has been tailored to ensure that at our customers experience is at the very heart of everything we do. This starts with a bespoke house survey and customer induction, where all the works are fully explained including positions of the new equipment and timescales.

Once the works start, our workforce first ensure the property is fully protected, then complete the works exactly as per the initial design ensuring the customer is kept fully communicated throughout the whole day. Following the works a full handover is given to the customer including instructions and every customer has the chance to complete a customer satisfaction survey. We ensure our quality is maintained with regular quality control checks both in progress and after the installations.

Conclusion

Success demonstrated by amazing feedback and further secured works

While this scheme only started recently, we have made an excellent start with amazing feedback from not only the residence but our client and the Housing Association. This success is best demonstrated by the fact Scarbrook have now been asked to review, design and install all the air source heat pumps replacements under this contract.

Comments from our client following completion of the project…

Do you feel the project was successful, and if so, why?

Scarbrook have been a long-term supplier for Fortem. Together we have been working on the new LHP contract. In a short period, a strong relationship has developed between Scarbrook and the onsite Fortem delivery and customer team. Scarbrook is exceptionally helpful, efficient, and consistently goes the extra mile to support residents and clients.

Were you satisfied with the quality of our service and products, and if so, what did you particularly like?

Scarbrook consistently delivers work of the highest quality and standard. Positive customer satisfaction responses are testament to this.

Was there any particular team member/team members who impacted on the project?

Every encounter with Scarbrook is consistently positive; they are great individuals who generously allocate time for their clients. In particular, working with Andy – he puts the customer first, proactively handles requests, and always goes the extra mile.

Why separates Scarbrook from their Competitors?

Scarbrook is a contractor that prioritise the needs of their clients and customers. They consistently go above and beyond and deliver work to a high standard. Furthermore, their involvement in social value initiatives has been commendable. Through their support of Fortem, Scarbrook has made a significant impact by investing financial resources back into the local communities where they work.