Case Studies
East Homes Group
Background
Pinnacle PSG has worked in partnership with East Homes since 2003 delivering a range of estate services. The contract was renewed in 2008 following a tender process. Today, we are delivering 95% of performance satisfaction levels and 100% of scheduled visits.
Delivering on commitments
Key elements to the success of the contracts were to create local jobs, provide focused training and build on existing high levels of customer services. Over the course of the contract we have created 41 jobs, of which 88% of staff live locally. All staff have received specialist training with 25 gaining NVQ level 2 or BICs certification. This has allowed performance satisfaction levels to rise to 95%.
The “sparkle” programme was introduced to ensure that all partners working for East Homes had the same customer services training and ethos. All our staff have participated fully in this training, with Pinnacle PSG staff being trained to deliver an on-going programme for all new recruits.
We have worked with the residents and staff in both the East Homes Foyers and the sheltered accommodation to agree a high level specification and performance. This was an important commitment to help to improve residents' homes and local environment.
Working with the community
Pinnacle PSG is committed to working with local residents and stakeholders to deliver and improve services. We have introduced a wide range of resident involvement in monitoring and shaping local services.
We have a strong record of giving something back into the communities where we work. This has included participating in local community days, providing labour and equipment to help with community clear-ups and advising and helping with local community initiatives.
We are proud to support local community initiatives such as the 25th Anniversary of Ambrose Close where we supplied raffle prizes. Our manager also runs a local football team for young children and supplied other raffle prizes which were auctioned to raise money for pitch costs, kits and trophies.
Measuring Pinnacle PSG’s success
Joint inspections with residents and the client have confirmed a 95% success rate in performance. Over 50% of staff have received certificated training, 100% have attended in-house and joint training with East Homes.
