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DERWENT LIVING

I write to offer my thanks to you, Tom and colleagues, for your efforts in reviewing the delivery of our day to day repairs, void property refurbishment and gas servicing programmes. The completion of the Cannizaro consultancy provides both my surveying team and our partners Connaught, with the opportunity to work more effectively and efficiently. The comprehensive regime of training has equipped staff at all levels with the knowledge and skills to deliver a vastly improved service for our customers.

The twelve week programme was completed in January 2007 and now six months later, we have witnessed significant improvements in the productivity of the workforce. Examples include:

• Output per man / day – Increased from an average of 2.8 Jobs / Man / Day to 3.8 (4.1 if jobs over two hours duration are excluded from calculations).
• First time fix rates – Increased from an average of 80% to 95%.
• Scheduling Capacity – Increased an average of 75% to 95%.
• Day to Day Repairs Performance  – Heading towards achieving upper quartile performance by the end of the year.

The exercise has empowered individuals from all sides to contribute to the improvement of the service and has dovetailed with a series of complimentary initiatives instigated by the partnership, and has really helped engender a much sought after but rarely achieved goal of creating a single team to deliver the service.

Ian Yeomans
Head of Asset Management

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