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 becoming fully operational in 2013 and has grown steadily over the first five years of operation, from 92 employees to over 150, 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.