With over 12,500 properties to manage, making sure that all of the boilers are safe for tenants and their neighbours is a priority.
Tom Crosby is our Gas Team Operations Manager, and Blake Hamblett is the Lead Heating Engineer. They took some time out of their schedule to walk us through a day in the life of their team.
“I normally arrive quite early,” Blake told us. “Once I’m here I’ll speak to the engineers and find out what their issues are. I’ll help them find spare parts, run through their work and plan the day out. Then I’ll head back up to the office and start going through my emails. This could be anything from planning training for an engineer, to responding to customer queries.”
The team is made up of three different types of gas engineers which Blake explains;
“We have the team who are out there doing the repairs when things break down, we have the service team who are providing the annual gas safety checks to make sure everyone is safe in their homes, and the we have our installation team who are designated to putting in new boilers.”
Tom went on to tell us about the apprentice roles that the team also offer;
“We have two apprentices at the moment who we are training to be future heating engineers. We want to make sure that they get experience in all aspects of the role, so they’re helping with all the different job roles in the team. Our workload is always increasing and the best way to get the best people on the job is to train them yourself.
“Keith is now in his third year of the apprenticeship - he’s doing very well. He seems to quite enjoy the breakdown side of it, so when he’s fully qualified maybe that’s something he’ll get into because we always need more breakdown engineers.”
Tom also told us about how his role involves planning to improve customer service and reduce the number of repairs we need to carry out.
“There’s a big customer focus in the business, and we’ve had lots of customer care training. My role is to create plans to improve the service we deliver.
“For example, we’ve now put an emergency winter plan into place. There’s also lots of pressure from the government to reduce the carbon footprint of our homes, so we’re looking at renewable sources of energy. This will reduce the carbon footprint of our homes and also help to reduce customer’s bills.”