Case Study – The Recovery of a Failing Residential Service Contract

Who:

A national building services management company.

 

Current Situation:

A failing service delivery contract due to out dated systems, paperwork that was not fit for purpose and a lack of correctly management controls coupled with militant staff.

Challenges:

A failing relationship between the client and the residents with pending legal action between them. A residents committee with their own agenda’s and desires to replace all of the service providers. A landlord with a financial interest in both camps!

 

Risk:

Failure to address all of the identified issues would result in the loss of the contract.

 

Review:

A comprehensive review of the systems, staff and customers was implemented.

Outcome:

The site working instructions were updated. A comprehensive set of management controls, forms and protocols were implemented. Certain staff became casualties of the new system and revised protocols. An initial dilution of knowledge was quickly replaced, and best working practices were re-established.

It took time for the residents to buy into the new systems, a refreshed staffing list and the new on-site management team. The client has embraced the efforts of the company and the way in which the company has increased productivity.