CHP manages a housing stock of 10,000 homes and provides services for over 20,000 customers. Legislation demands these homes are regularly checked for electrical safety and maintenance and upgrade works completed to ensure compliance with legislation. The particular challenges of working in occupied properties include gaining access; managing health and safety; minimising disruption to residents; and due regard to the safeguarding of elderly, disabled and vulnerable residents. Close client and resident liaison and communication was paramount to ensure the smooth completion of the contracts to budget and client and resident satisfaction.
Over the course of the contracts, DSA Electrical undertook inspection and testing, upgrades, communal lighting, installation of CCTV, fire alarm and emergency lighting testing and upgrades and portable appliance testing. All DSA Electrical engineers are fully qualified to the 18th edition, and receive on-going training and supervision in health and safety. Our resident liaison team are trained in customer service management. They and our engineers are trained in equality and diversity. On-going training is managed through our HR software systems. Our bespoke, in-house Planner software ensures the detailed planning of appointments and contract progress, with clients able to log in securely to access real-time information. DSA Electrical is certified ISO 9001:2015 (Quality) demonstrating our commitment to the highest of standards and continual improvement.
DSA Electrical built a successful partnership with CHP resulting in our contracted period running for 12 successive years. During that time, our customer satisfaction remained at 98% or above. At the end of the contract there were only 13 properties outstanding that DSA Electrical had failed to gain access to amounting to a 99.8% access rate. The CHP contract provided DSA Electrical with a wealth of experience that we have been able to bring to new contracts.
"DSA have been carrying out work with CHP for the past 12 years and have built up a comprehensive knowledge of the electrical installations in our properties during this period. They are solution focussed and have always been extremely helpful; they fixed problems raised before considering how they would be paid – this old fashioned customer service approach is very welcome. DSA are always ready to provide technical advice without charge to CHP staff. They are flexible with regard to appointments and prices. I have no hesitation in recommending this partner, and am happy for myself and CHP to be associated with this commendation."