Sandwell Council – Evolving long term partnership around customers

Sandwell Metropolitan District Council owns a portfolio of approximately 26k homes around the six main towns of the Black Country – Oldbury, Rowley Regis, Smethwick, Tipton, Wednesbury and West Bromwich. Phoenix’s contract involves full responsibility for gas servicing, fault rectification and provision of LGSR certification for one third of the territory, provision of cover for the full territory and all 215 properties with solid fuel appliances.

Based on Phoenix’s focus and proven performance on quality, health and safety, continuous improvement and customer satisfaction, the contract has been running continuously since 2016, and is in place until 2025. For the last 3 years Phoenix have met all KIPs and have proven to be SMDC’s top performing gas service contractor. The contract resources are led by a Contract Manager based in Oldbury, supported by a dedicated Quality Assurance Engineer who conducts work-in-progress checks and post-completion audits. A Lead Engineer functions as a line manager for all engineers and is a consistent point of contact for any technical queries.

Key to the success of the partnership has been Phoenix’s proactive approach to training and recruitment and the ability to build in contingency. Phoenix have cross-trained engineers to work across multiple contracts to provide cover, and the expertise to test smoke and C02 alarms, adding even further efficiency. Strong and established partnership working, with clear and regular communication at all levels, has resulted in a LGSR compliance rate of 99.67%. SMDC’s Gas Administration Manager testified that “Phoenix’s standard of work on the contract has been high. They have evolved with us to ultimately improve the service to the customers of Sandwell.”

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