Just Ask customer charter gives residents the power to set the standards
We
have just received, via Laurinda Hornblow, Regional Operations Director of
a2dominion, the highest form of recognition from our most demanding audience
- our residents. They awarded the Just Ask team an “Outstanding contractor” certificate
in recognition of their contribution towards resident training and development,
which we believe reflects the value of our commitment to partnership with both
residents and clients.
A key element of this partnership is our customer charter which outlines the
service standards residents should expect to receive. We develop and refine
the Just Ask charter through customer feedback programmes and customer listening
groups. By sharing the findings of independent mystery shoppers, we and our
residents can monitor standards and ensure that the Just Ask teams are delivering
consistently high service levels and value for money.
The sustainable partnership process can also be used to help residents determine
local service priorities. We provide training that enables them to identify
issues and look out for problems on their own estate so that we can develop
a joint action programme to make improvements. We believe that our residents
deserve the best service and we will continue to improve customer satisfaction
through this kind of partnership.
“Without your involvement the events would not have been so successful
and residents may not have had such a good week. Your input was invaluable.” Laurinda
Hornblow, a2dominion
Just Ask empowers residents to make a difference together
Just
a few months ago, the communal open space at Rossamund St, Southall was a no-go
area – an unattractive wasteland blighted by litter and antisocial behaviour
by youngsters looking for somewhere to congregate.
What a difference community effort can make! We worked in partnership with
local residents, to take an active part in influencing their own environment.
Together with the Just Ask team, the residents helped to redesign and landscape
the area with plants and seating areas to create an impressive outdoor space.
Feedback has been extremely complimentary and the scheme has deterred anti-social
behaviour, replacing fear with communal pride.
We are currently undertaking a number of other community improvement projects
– installing bollards to prevent illegal parking on lawned areas, providing
bins to help keep communal areas clean and litter free, creating seating areas
and installing gates to prevent members of the public walking through residents’ private
areas.
Projects like these are just one example of the way we encourage and help
residents to influence the decisions that affect not only their homes, but
their communities and their living environment. We also run Estate Service
Improvement Groups (ESIG) which aim to continuously improve the services we
provide to residents. This type of partnership provides a sustainable solution
based on mutual commitment from both contractors and residents.
Just Ask’s integrated management system drives
big efficiency improvements
Just Ask has invested in AIMS – a state-of-the-art, web-based management
hub that is driving major efficiency improvements by bringing together all
the essential information service teams, clients and partners need. Now, any
authorised user can access or update the latest service information quickly
and securely from any PC, wireless device or handheld terminal in an office
or on site.
Instead of digging through spreadsheets, emails, and databases for information,
everything we need is stored in one place and accessible from anywhere. AIMS
does this by integrating existing systems that hold resident details, stock
levels, repair status, cases raised, opportunity progress and accounts to create
a powerful and seamless customer-focused database to support our operations.
The management hub is flexible and easy to use, providing a single point of
contact that connects clients, residents, partners and the service team. Now
all authorised users can work on the same data in a secure online environment,
eliminating the problems of out of date information and improving teamwork
and collaboration. This simplified approach delivers real value, reduces costs,
increases productivity and improves service delivery.
Security is paramount. The system uses the latest firewall protection and
intrusion detection systems, together with sophisticated data encryption, user
authentication and application security to provide a world class level of security
that is fully auditable.
“Very quick response time am impressed, guess that’s why
you guys are called Just Ask!” Senior Community Development
Manager, National
Just Ask yet again investing in technology to improve customer service
Improving service delivery is at the heart of our business. It doesn’t
just save money, it makes life better for our residents. So, when feedback
from customers highlighted problems they had encountered with independent carpet
cleaning companies, we took the opportunity to make a difference to their environment
and their lives.
Using a revolutionary new process that combines unique chemical technologies
with heat and agitation to create a reaction between the two solutions, the
Just Ask team can clean carpets up to 60% quicker than conventional methods.
Carpets are now clean, dry and ready to use in just 30 minutes, with no need
for special ventilation or drying equipment. This is much better for the local
environment and quite a contrast to the previous time-consuming, noisy process
that caused disruption and increased humidity, with residents uncertain how
long it would be before their carpets were dry.
The quality of cleaning is better too. The environmentally-friendly process
we use removes both water-based and oil-based stains such as grease and tar
without the need to solvent spot. It deodorises, disinfects and applies anti-static
coating as the process takes place. Simple, fast and effective compared to
the old multi-stage methods that residents told us left the carpets looking
stained and patchy once they dried the next day.
“Please can you pass on my thanks for the excellent condition
of the cleaning at the leasehold block – it is looking very good.” Partnering
Neighbourhood Manager, South Region
Just Ask achieves Safe4site gold accreditation at the first attempt
Just Ask’s commitment to the highest standards of health and safety
at work has been recognised by the prestigious Safe4site award, with gold accreditation
at the first attempt. The award is designed to ensure that employees and contractors
working on a site can complete their tasks safely and minimise risk to residents
and other contractors.
To achieve gold accreditation, our team had to undergo a stringent audit of
their health and safety systems, carry out a comprehensive risk assessment
and demonstrate that training programmes are in place to maintain and improve
health and safety standards throughout the organisation.
The Safe4site award is just one of a number of accreditations we hold. We
are proud to have achieved accreditation at the highest level. It is an integral
part of our commitment to providing residents and our clients with the highest
standards of service and safety on site.
“After I think over three different contractors, we have finally
found a great contractor ...Just Ask.” Resident feedback,
Central region
Just Ask achieves SSIP in further recognition of Health & Safety
compliance
Just Ask has recently been accredited to SSIP – Safety Schemes in Procurement.
An important feature of SSIP is the message from the Health and Safety Executive
that clients can be confident a supplier like Just Ask, who is registered or
accredited as compliant or approved with an SSIP member, has been assessed
to the Core Criteria standard. Clients will only then need to focus on the
project or job specific assessment. This eliminates a time-consuming and costly
burden on all parties, speeding up the procurement process and ensuring that
Health & Safety has been properly assessed.
Just Ask supports Future Job Fund to create opportunities for the long-term
unemployed
Just Ask is proud to be associated with the Future Jobs Fund, a Government
initiative to help long-term unemployed people back to work, particularly in
the 18-24 age group. The Department of Work and Pensions funds a series of
temporary jobs at companies who bid successfully to participate in the programme.
We have been successful in our bid and will be creating a number of posts
that provide employment opportunities and create benefits for the local community.
The posts have a typical six-month duration and, during that time, we will
be providing training and skills development that will help make the participants
better equipped to seek permanent employment. In some cases, we may be able
to employ the participants ourselves on a permanent basis, but we hope that
their experience with Just Ask will give them the vital next step in escaping
the unemployment trap.
Continuous improvement ensures Just Ask’s compliance with latest BSI
standard for quality and risk management
We have recently improved accreditation for our quality management system
from ISO 9001:2000 to the new and up-to-date ISO 9001:2008. The new standard
puts a greater emphasis on risk assessment, as well as quality, and improves
compatibility with ISO 14001:2004, the international standard for environmental
management. To ensure that we are maintaining our compliance with the standards,
and continually improving, we are independently audited each year by BSI’s
UK Accreditation Service.
ISO 9001 is the world’s most established quality framework, currently
used by over ¾ million organisations in 161 countries. Customers can
therefore be confident that Just Ask is operating a sophisticated, up-to-date
management system that ensures commitment to minimising risk and delivering
quality performance throughout the organisation and its partners.
October 2009
Just Ask Estate Services help Barnet Council
to take ‘extra care’ at Wood Court
The Mayor of London Borough of Barnet – Councillor Brian Coleman – officially
opened Wood Court, a new extra care scheme. The cleaning and grounds maintenance
services provided at Wood Court have been extremely good since it began operation
in October 2008, and in June 2009, the official opening marked a celebration
of the benefits that the scheme has brought to residents.
All elements of the design for the scheme have been specifically focused on
residents’ needs – including the colour scheme that has been carefully
selected by an interior designer to help those with visual impairments.
Developed by Catalyst in partnership with Barnet Council, service levels agreed
by Just Ask Estate Services, Wood Court contains a total of 39 rented flats
specially designed for older people or people with disabilities who need assistance
with daily living tasks and personal care, including those living with dementia.
Round the clock care services for residents are provided by Metropolitan Supporting
Trust who offers support and reassurance to all residents.
“Just to say a big thank you to you. The place looked immaculate,
appreciate all your help.” Wood Court Extra Care Scheme,
Central Region
