Improving communications & making savings


Challenge:

Community Health Partnerships (CHP) is a Department of Health (DH) body and the head tenant in 12 health and wellbeing centres across Hull. Their duty is to ensure the buildings are, safe, legally compliant and well maintained.

CHP is not locally based and had previously opted to use a local property partner to act as a local point of contact for tenants. However, they had concerns over service consistency and accurate record keeping.

A lack of on the ground resource, poor systems, records and information had also led to loss of income for bookable rooms. Meanwhile, rooms which should have had a charge attached to them were booked without authorisation.

The landlord already provided additional facilities management services to CHP, which were subcontracted to Sewell, so it was a natural progression for Sewell Facilities Management to work hand in hand with them to help to develop the service and deliver an all-encompassing Centre Management service.

Solution:

The landlord and Sewell Facilities Management looked at current arrangements to see what changes could be made to revise the service provided. A holistic service to manage tenant engagement, property management and asset maximisation was the favoured option as it would create one point of contact for tenants. As our team are based in Hull, East Yorkshire, familiar with the buildings and have established relationships with providers, we were best placed to be that contact alongside the landlord. The proposed Centre Management service was made up of four key elements:

  • Tenant liaison
  • On site building management
  • Front of house services
  • Boosted mobile maintenance services

Maximising the use of space in healthcare buildings and ensuring positive engagement with tenants was key, as the NHS structure can appear confusing when knowing who to contact and who is responsible for a particular area.

A series of site visits, training sessions, and leaflet and e-mail communications were used to explain and give guidance to tenants on the how the new service worked. As well as introductory communications, a helpdesk telephone line was introduced and regular tenant meetings and informal 1:1s were also scheduled.

Results:

A four-tiered bespoke service for the client, which improves:

  • Tenant communication
  • Record keeping and compliance
  • Space use tracking and forward planning
  • Room booking coordination
  • Cost recovery

Regular contract reports are now provided to the client, detailing performance against agreed Key Performance Indicators (KPIs) to ensure the service continues to be delivered to the highest standard.

30mins

response
time

100%

planned maintenance
completion in 2016

97%

cleaning
audit score

100+

team of people
focused specialists

8500

reactive tasks
completed in 2016

“We are streamlining services and giving tenants a single and consistent point of contact. We want to introduce a new room booking system and it’s about making better use of the buildings. Sewell Facilities Management works hand in hand with us to make this possible.”

Caroline Havler, Head of Estates Management for landlord Citycare