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1 A guide to our company and our services

2 NATIONWIDE COVERAGE local expertise

3 Introduction Since it s formation in 1963, PH Jones has continued to grow through the provision of excellent customer service, high quality delivery, an unrivalled focus on customer care and now employs over 600 staff. The company expanded into the social housing market in the early 1990 s with maintenance contracts sitting firmly at the core of the company s growth. Initially, the client base was in the North West and Wales however it soon expanded to clients throughout the UK. The acquisition by British Gas in May 2011 opened the next chapter in the company s history expanding British Gas footprint in the market and brining a new range of exiting products and services to PH Jones. Today we work with over 50 social housing clients from 23 regional offices providing a wide range of building and engineering services across the social housing sector, maintaining over 285,000 properties. Combined with the 700,000 properties that British Gas helps to manage, we proudly look after 1 in 6 social housing homes across the UK. I hope this introduction to our company can bring us together and be the start of partnership working towards our goal of making energy more affordable. Peter Black Managing Director PH Jones 3

4 Social HOUSING Social Housing is at the heart of all we do, and this has been true since the award of our first social housing contract in the early 1990 s. Through our qualified engineers, and the British Gas expertise now on board, we are able to offer a full range of products which include exceptional Central Heating Installations, Heating Service and Repair, Renewable Technologies and Electrical Services. The majority of our contracts are managed and delivered through our directly employed engineers who are based locally. Where we use subcontractors we focus on using local employment to grow the local economy and skill base. Working with us, you will discover we provide not only uncompromising standards of work and customer service, but also a service specifically tailored around your requirements. Our experienced Energy Solutions team understand these requirements, and being regionally based, you will find they know and understand your challenges. Working with you, we will assess your needs and produce a strategy that will help meet your targets, and provide a range of wider community benefits. Importantly, safety is our number one priority. All social housing services are undertaken with a strong emphasis on health and safety, and we are also committed to positive environmental and sustainable working practices. This is achieved through adopting a right-first-time approach and using initiatives such as vehicle tracking, remote electronic working and strong supplier partnerships. 4

5 DELIVERING QUALITY Our business model is based on delivering a quality service. We are an ISO 9001 quality management certified organisation, and to this end, we have developed the following quality standards specifically for heating, plumbing, gas servicing, and central heating installations to ensure first time fix rates and zero defects these include: n 100% inspections prior to handover on any installations n 10% quality checks on repairs and maintenance works n High quality and sustainable components and materials n Internal/external audit of site offices and suppliers n Aftercare and monitoring resident satisfaction n Meeting and exceeding resident targets and key performance indicators The most important measure of our quality management approach can be seen in our customer satisfaction scores. The percentage of customers who are very satisfied is currently at 98.8%*. It is also vital for us that all our employees have the relevant and up to date knowledge, skills and expertise to perform their work to consistently high standards, and to achieve their full potential. This includes: n Commitment to training through dedicated training centres n Modern apprenticeships and work placements n Multi-skilling staff and delivering recognised qualifications n Commitment to local recruitment and ensuring recruitment reflects the local demographic We are constantly reviewing these areas using continuous improvement as a natural part of our business process, helping create steady growth and development by focusing on aims, priorities and performance. 5 *98.8% of 48,500 residents were very satisfied in % of which were very satisfied for servicing and 98.6% for repairs.

6 Unrivalled customer service Greenfields Community Housing PH Jones has been working in partnership with Greenfields Community Housing since April 2008, when we first won the right to service their gas and oil properties. We have since worked closely with the local community to service and maintain 5,800 properties with gas appliances, and 600 properties using oil. Throughout the contract we have regularly achieved 100% compliancy with regards to Landlord Gas Safe Records. We have also attended 98% repair requests within priority and achieved a 99% resident satisfaction, and an 80%+ first time fix rate. The PH Jones partnership with Greenfields Community Housing is one that we are truly proud of, and therefore we were thrilled to have been re-awarded the contract in We now have the opportunity to take the fantastic work of the last four years further. With the support and experience of the British Gas team, we are now rolling out a programme with multiple community-wide benefits. We are sourcing funds to make various initiatives which are important to the community happen. We are creating multiple employment opportunities through part and full-time apprenticeships. A dedicated waste reduction and recycling programme is in place, together with an emissions reduction programme, a responsible procurement programme, and the roll out for other various programs, such as British Gas extremely successful British Swimming programme. This is helping to meet Greenfields sustainability targets, as well as supporting local businesses. What s more, all of these initiatives are key deliverables - meaning that they are measured within the KPIs of the contract and are therefore critical to its success. Finally, we will be helping Greenfields to be more efficient through the installation of a number of renewable technologies. In this, the first year of the new contract, we are completing a full assessment of Greenfields existing heating systems and will determine which can be replaced by more efficient alternatives. These are likely to involve biomass and heat pumps, which in the long-run will help Greenfields to generate revenue through the Government s Renewable Heat Incentive. With our team of experts at hand to provide the best energy advice, Greenfields residents can look forward to a more sustainable future. 6

7 for social housing Network Housing Group In 2013 leading developer Network Housing Group (NHG) appointed PH Jones, one of the largest boiler installation and maintenance companies in the UK, to deliver an innovative combined gas servicing and installation programme across the NHG s domestic property portfolio. The service was procured for a 10 year period and provides over 5,000 properties with: n Periodic servicing and inspection n Responsive repairs and heating installation n Out of hours emergency call outs As a result of this innovative approach, each property is expected to save over 570 on average over the duration of the contract, and NHG will save a total of 10m over the duration of the contract, helping redefine standards in the service and repair market. Two Rivers Housing Two Rivers is a founding member of a consortium of housing associations which this year won the Housing Innovations Awards for its work in bulk purchasing having systematically reduced costs by an average of 15%. As part of this cost saving programme PH Jones have been contracted by Two Rivers to carrying out all heating installation, servicing and repairs on the housing associations 4,000 homes. In reference to the appointment Two Rivers Chief Executive Garry King said: Bringing in PH Jones is part of the same innovation project. We can maintain our standards, improve the levels of service, and keep costs under control. That s a real winner in today s inflationary environment. And so far our residents seem very pleased with the quality of their work. 7

8 Central Heating INSTALLATIONS With heating accounting for more energy consumption than all other domestic energy use, PH Jones sees the installation of modern, efficient boilers as a crucial step towards helping reduce the UK s CO 2 emissions. Our national team of installers can ensure the correct solution is delivered based on your individual needs and budget requirements. In PH Jones: n We ensure clear lines of communication to help understand your requirement n We are committed to creating local employment and growing the local economy n We monitor levels of quality through our robust management systems Heating Service & Repair With over 30 years of experience in delivering gas servicing and repair, we work closely with our partners to deliver services which exceed expectations across the UK. We realise that providing a gas maintenance service is only one part of the customer experience. Hence we always strive to add value through an overriding commitment to deliver a local service, meeting local objectives for economic growth, stimulating skills development and supporting vulnerable customers. We provide a high level service which truly makes a difference in people s lives. 8

9 FREE Void Management Service PH Jones VoidCare provides a tailored solution for all your void housing energy needs that will save you time and money. Our teams of highly skilled and experienced Personal VoidCare Managers currently manage a social housing stock portfolio of over 1 million properties throughout the UK. We will save you time and money and can help you: n Increase revenue by reducing void time n Reduce admin costs through Personal Account Management n Manage your bills through tailored billing solutions n Help your tenants with their energy needs This service is completely free of charge n Difficulty in clearing debt from meters n Hassle purchasing cards and keys for prepayment meters n processing letters and bills from various suppliers n Being pursued by debt collection Agencies n Delays in getting supplies back on n Long periods waiting in properties for an engineer n Waiting in supplier call queues n Dealing with numerous different people For more information please contact the VoidCare Team direct on or 9

10 Electrical SERVICES Our specialist electrical installation services team has a combined 30 years of experience and we are recognised as outstanding electrical installation contractors for the quality of our service delivery. All our electrical installation engineers are accredited to industry standards and all work complies with IEE Wiring Regulations 17th Edition (BS 7671). We aim to provide integrated services to our clients and work is undertaken individually or as a package. Electrical installation services include: n Domestic Rewires n Electrical Upgrade Works n Electrical Maintenance n Electrical Heating Installations n External Lighting n Voltage Optimisation n Portable Appliance Testing n Periodic Inspection Reports n Control Wiring n Fire Detection n Door Access We undertake a range of projects, ranging from small jobs, such as installing a distribution board, to rewiring a complete housing estate. We provide consultation and advice on design, installation, and testing on both new build and refurbished buildings. 10

11 Branch CONTACT DETAILS Head Office: PH Jones, Priory House Manor Park Avenue Manor Park, Runcorn WA7 1TN t: For all enquiries please Alternatively contact your regional office: Brighton: Dudley: Gloucester: Kidderminster: Leeds: Lothian: Manchester: Newport: Northampton: Orpington: Poole: Shrewsbury: Southend-on-Sea: Stevenage: Wirral: Please contact me for further information:

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