Kier Stoke recognised for customer service

Kier Stoke’s drive to improve the efficiency of repairs for Stoke-on-Trent’s 19,000 council house tenants has been recognised in a major national award programme. The company was highly commended in the Local Government Chronicle Awards which celebrate the best in public services in the UK.

The partnership for Stoke-on-Trent City Council’s home repairs and maintenance service was recognised in the fiercely competitive public/private partnership category for its work in redesigning its maintenance service.

Kier Stoke overhauled its responsive repairs service in 2010 after identifying waiting times as one of residents’ key priorities.

Over the last four years, Kier has cut repair waiting times down from 20 days to just three, whilst the average time it takes a customer to report a repair has been reduced to just 41 seconds. Customers are reporting 99% satisfaction with the service.

The partnership was also recognised for its work in the community including delivering training opportunities for young people. The Kier Stoke team has carried out the equivalent of £1.3m of voluntary work in the community since 2008 and also provides training opportunities for young people from the local community. It has created more than 200 apprenticeships, resulting in qualifications and permanent employment and runs on-site training facilities to allow technicians to develop new skills. It also works with local colleges and schools to provide work experience opportunities and deliver healthy living initiatives.

The Local Government Chronicle Awards saw more than 640 entries this year, with 200 organisations submitting projects; a record breaking result for the 2014 event. The Kier Stoke team were honoured at a ceremony at the Grosvenor Hotel in London.

Cllr Janine Bridges, Stoke-on-Trent City Council’s cabinet member for housing, neighbourhoods and community safety, said:

“To be highly commended at the LGC Awards is a spectacular achievement and one that really exemplifies the importance we place upon partnership working.

“By consulting its customers about important business decisions, Kier Stoke has not only developed a highly efficient and responsive service, but it has really set the standard in terms of partnership working with communities and residents.

“The impressive performance improvements Kier Stoke has achieved in recent years underline our commitment to deliver the highest standards of service for our tenants and make Stoke-on-Trent a great place to live. We hope that the partnership will grow and evolve and continue to provide residents with an effective and efficient service.”

Kier regional managing director, David Mawson, said:

“We are delighted to be recognised nationally in this highly competitive category. Being highly commended for our partnership is testament to the commitment of our team to deliver a first-class service to residents.

“To be recognised as a benchmark against which other councils should work, really emphasises the importance of our services. We are dedicated to completing repairs at a time convenient to the customer and we will continue to work hard alongside our tenants to keep achieving ground-breaking results.”

For more information, visit