In the next few weeks Riverside Scotland is going to be changing its repairs contractors.
From 1 April 2022 The Bell Group will carry out all reactive repairs to customers’ homes and empty properties, as well as undertaking medical adaptation works to properties. GasSure will be responsible for gas servicing and maintenance, as well as gas repairs and the installation of new heating systems. This change does not affect customers on the Isle of Arran.
This is an exciting change for the future of the business. Over the past 18 months Riverside Scotland has undertaken an extensive review of its repairs service. Echelon Consultancy Limited undertook an options appraisal to review the delivery model, operational delivery functions and contracts commercial viability.
Criteria assessed included customer service, the delivery model and its functions, IT, value for money and most importantly the quality of the service being provided.
Echelon also carried out a series of telephone surveys with Riverside Scotland customers to discuss where improvements could be made and future aspirations. This feedback has helped to shape the new service model.
Following the review, a rigorous procurement tendering process was completed in line with the current procurement legislation set by The Scottish Government.
The new approach has been designed with both customer service and best value at the forefront. The new set up, with the same contractors across all areas of operation (with the exception of Arran) will enable the business to deliver an improved, cost effective, customer friendly and quality repairs service for Riverside Scotland customers.
So, what does this mean for customers?
Well, it’s nice and simple – there will be no difference to the way customers get in touch to report a repair as all contact details will remain the same.
Repair target timescales remain the same.
Both contractors will operate an appointment system with AM and PM slots available. Customers will have the option to change their appointment if it is not suitable and will be notified when the contractor is on route.
There will be no disruption to services, but customers will see some new contractors involved in carrying out the repairs to their home.
All operatives will carry ID badges and their vehicles and clothing will have their logo on it:
We have contacted customers to communicate the forthcoming change and look forward to delivering a first-class repairs service in partnership with both contractors.