September 2013 |

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London Drainage Facilities renews its contract with Kensington and Chelsea Tenant Management Organisation

Wednesday, September 11th, 2013

London Drainage Facilities (LDF) have recently renewed its contract with Kensington and Chelsea Tenant Management Organisation (KCTMO) to continue delivering drainage services including Emergency Reactive Callouts, CCTV Surveys and Excavation Works to over nearly 10,000 properties on behalf of the Royal Borough of Kensington and Chelsea. LONDON, ENGLAND, SEPTEMBER 2013 From September 1, the KCTMO employed a new repairs company - Repairs Direct - to take over the day to day repairs for the homes the TMO manages on behalf of Kensington and Chelsea Council. In the past, the KCTMO had a succession of managing contractors managing repairs. However, in January 2012, the KCTMO resident-led Board took the decision to set-up Repairs Direct and take direct control of the TMOs responsive repair service. With the company's mission to provide a high quality repair service that meets the needs and expectations of their residents and deliver strong customer service, it was imperative their chosen drainage contractor matched this stereotype - LDF remained the answer. Harry Geary, Business Development Manager at LDF said: "It's great news that the KCTMO have selected us to continue as their chosen drainage contractor. It is testament to our highly trained engineer teams who continue to provide excellent customer service and provide complete drainage solutions. This is one of our largest contracts and we look forward to our partnership going from strength to strength." Richard Ekirodi, Contracts Manager at the KCTMO added: "LDF were always our No.1 choice. Good customer service is a key component of our business and LDFs automated bespoke job management system, which enables us to keep track of each drainage issue from initial call right through to job completion is unr in the industry. We're all very excited about what the future holds." LDF have been working with the KCTMO since August 2012, and have been primarily responsible for the

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London Drainage Facilities’ Engineers undergo intensive Mears Group Customer Care Training Course

Wednesday, September 11th, 2013

London Drainage Facilities (LDF) have recently been appointed by Mears Group to deliver its wide range of drainage services, on behalf of their extensive portfolio of residential properties spread across London and the entire South-East of England. Mears Customer Care 4 However, before starting work on this prestigious new contract and LDFs biggest one to date, our Engineer Teams had to undergo an intensive Customer Care Training course undertaken by Mears Group operatives at our Headquarters close to the M25. The course involved:

  • A welcome and overview to the Mears Group;
  • Outlined the standards expected of all our drainage teams onsite at any Mears Group owned property including how to approach and interact with residents;
  • And covered important Health & Safety requirements.
The course lasted 2 hours and included being shown a short presentation and then a question and answer format to ensure all our Engineers understood what is expected of them. Graham Dalton, one of LDFs Lead Engineers said: "The training course was a real eye opener for us all on the standards expected by Mears. As drainage teams, we are already set strict rules by LDF regarding our conduct onsite and offsite, as well as ensuring Health & Safety standards are always kept high. Every drainage vehicle is kitted out with these expectations so there can be no excuses. The importance of good customer service is drilled into you from day one at London Drainage." Customer Care - Blocked DrainAs part of the contract signed with Mears Group, LDF are to provide services including Emergency Reactive Callouts, CCTV Surveys and Excavation Works to over 2,000 multiple residential sites across London and the South-East. Mears Group employs almost 16,000 people in every region of the UK and is responsible

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