Kingsdale – Working in partnership to deliver excellent service and maintenance
“We have been working with Tunstall for a relatively short time but already we have built fantastic working relationship. We get a great response from the engineers who always do their utmost to fix any problems as quickly as possible, even if it means working out of hours. You really feel as though the engineers have the best interests of our owners at heart.”
Sue Richards, Court Manager, Kingsdale Group
Kingsdale Group is an independent property management company established in 1994, which specialises in the management of sheltered and traditional retirement developments.
How can the Group ensure it is achieving best value without compromising the quality of service it receives for the maintenance of potentially life-saving equipment?
In 2012, Tunstall won the contract to provide the service and maintenance of the community alarm equipment on 34 Kingsdale Group schemes, or Courts in Kingsdale’s terminology. Most of these Courts also have contracts in place for fire systems, emergency lighting and CCTV which have also been placed with Tunstall, ensuring cost-effective, integrated services from a single provider.
The contract was based on a schedule of rates, providing transparent pricing and ensuring Kingsdale has visibility and is able to control costs effectively throughout the duration of the contract.
Following the contract being awarded, a commencement meeting was held to discuss details of the implementation, including agreeing clear communication channels, establishing processes, and defining responsibilities. A performance management strategy was also put in place, using Key Performance Indicators and our Net Promoter Score system, which records customer satisfaction levels immediately after each site visit.
Throughout the life of the contract regular meetings have been held at Kingsdale Head Office and at Courts throughout the UK. Every six weeks, the Tunstall Regional Service Manager, Area Service Manager and Programme Delivery Manager meet with the local Court Manager and Managers from other nearby Courts to discuss the ongoing management and delivery of the contract. These meetings enable information and ideas to be shared and ensure the continued improvement and development of Tunstall products and services in response to customer feedback.
Tunstall representatives also support the development of a closer working relationship by attending Kingsdale events and conferences if required.
- Owners benefit from reassurance of expert assistance
- Tunstall achieved 98.9% of contract requirements
- 100% proactive maintenance visits completed on time by Tunstall
- Integrated service provision – community alarms, fire, emergency lighting and CCTV all under one cost effective contract
- Standardised approach from a single provider across all Courts
- Dedicated engineers providing consistent support
Prior to the awarding of the service contract to Tunstall, maintenance had been provided by various suppliers and in some cases local handymen. Introducing an organisation-wide service agreement from a specialist supplier has resulted in a standardised, quality approach to maintenance of Court equipment.
Tunstall’s dedicated engineer policy means the same engineers respond to calls from schemes whenever possible, so becoming familiar with the equipment and building relationships with staff.
As part of the contract, Key Performance Indicators have been put in place to ensure service performance. Tunstall has achieved 98.9% contract met, and 100% of all proactive maintenance visits have been completed on time.
Service and maintenance
Tunstall offer a range of service contracts, designed to meet your needs and deliver the highest quality in planned and responsive maintenance.
Solutions for housing
Our Connected Healthcare solutions can be tailored to suit the full spectrum of housing options, from general needs, to supported and sheltered housing, extra care, retirement developments and care homes.
Tunstall Healthcare (UK) Ltd
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