echelon was appointed to review the existing service delivery of United Welsh’s asset management services while identifying the needs and aspirations of the contract’s stakeholders going forward.
The aim of the procurement process was to develop a model to improve customer service standards and reduce the time it takes to resolve enquiries from the first point of contact. A detailed analysis of the service levels and cost of service delivery identified the strengths and weaknesses of existing service provision and highlighted aspirations for the service going forward. The options open in relation to commercial models were also considered and following a comprehensive review of United Welsh’s asset management services, a wholly owned subsidiary (WOS) was decided upon.
Mears emerged from the process as the preferred partner and was appointed to manage the delivery of asset management services through the new WOS – Celtic Horizons. The organisation, which was mobilised over 16 weeks, became fully operational in 2013 and has grown steadily, providing services to 5,800 properties. Training and apprenticeship opportunities have remained at the core of the model and it continues to deliver on increasing and improving customer satisfaction.
“echelon worked well with us. They took the trouble to understand us as a business and worked very well with our tenants and staff in shaping the model. It was a very inclusive approach. They were very specialised in their field and they brought a layer of knowledge around the model that helped to provide our board with the confidence that was needed to launch the partnership.”