CASE STUDY
City of Stoke-on-Trent Council
Domestic Heating Installations
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Project Objective
Phoenix Gas Services has been a trusted installation partner for Stoke-on-Trent City Council, managing the heating requirements of more than 17,500 council-owned homes across Stoke-on-Trent. This long-term relationship began in 2004 and has continued through various management transitions – from Stoke-on-Trent City Council’s direct control to Kier, and back under the in-house framework in 2017.
The contract, valued at £1.4 million per year, focuses on delivering a flexible and fully managed heating installation service. Phoenix’s role is to provide end-to-end management of planned and ad hoc installations, ensuring safety, quality, and efficiency across a wide range of property types.
The Challenges
The contract demanded compliance with predefined work volumes and budget constraints for the scheduled programme of works, compounded by the complexity of managing an ad-hoc replacement programme that operates without a fixed budget.
Key challenges included:
- Coordinating with multiple departments and electricians to work within restricted operating hours (no work permitted after 5pm or weekends).
- Managing asbestos risks through detailed survey coordination, specialist removal, and staff training.
- Maintaining tenant engagement and satisfaction during disruptive heating upgrades.
Phoenix addressed these challenges by maintaining a highly structured operational model supported by:
- Coordinating with multiple departments and electricians to work within restricted operating hours (no work permitted after 5pm or weekends).
- Managing asbestos risks through detailed survey coordination, specialist removal, and staff training.
- Maintaining tenant engagement and satisfaction during disruptive heating upgrades.
- A dedicated Tenant Liaison Officer and administrative team overseeing communication, surveys, and approvals.
- Cross-trained engineers and apprentices, most with Category B Asbestos Training, enabling safe
and efficient on-site delivery. - Continuous coordination with compliance and electrical teams to prevent delays and ensure safe working practices.
The Outcome
Phoenix’s long-standing partnership with Stoke-on-Trent City Council reflects a proven record of reliability, compliance, and proactive contract management.
Key outcomes included:
- 610 installations completed in the last programme year, all on time and to specification.
- Development of a complete management package, including tenant communication, design approval, installation, and satisfaction feedback.
- Implementation of innovative practices such as filtration and water testing regimes, extending boiler warranty periods and reducing long-term costs.
- Exemplary health and safety performance, with all operatives asbestos-trained, waste handled in line with legislation, and full documentation retained for audit compliance.
Phoenix’s flexible delivery model allows Stoke-on-Trent City Council to scale installation volumes as required while maintaining performance standards. This responsive and collaborative approach has made Phoenix an integral part of Stoke-on-Trent City Council’s operational success and a trusted delivery partner for nearly two decades.
