City Building (Glasgow) LLP – Working With Communities

About City Building

Now one of Scotland’s largest construction companies, City Building (Glasgow) provide a range of repairs and maintenance, manufacturing, construction and refurbishment activities across the public, private and third sectors. As well as providing the largest construction craft apprenticeship programme in Scotland, they also operate Royal Strathclyde Blindcraft Industries (RSBi), one of the largest supported manufacturing businesses in Europe.

Find out more at – https://www.citybuildingglasgow.co.uk

Meeting Our Customers’ Needs

When we first began working with City Building through their supply chain framework over 10 years ago, we were asked to provide cleaning and maintenance services for their vacant properties. As we were initially new contractors, and we had to work hard to prove ourselves in being able to carry out a high standard of work for City Building.

Providing Real Solutions

As part of our relationship with City Building, we held regular forums with their customers to introduce ourselves and detail which services we would be providing for complete transparency. We also committed to employing local staff to ensure that we were creating jobs opportunities within the area.

Following our first forum meetings, we were able to discuss the needs of customers and create a solid two-way conversation which allowed us to deliver our services more efficiently and to the customers’ convenience, helping to boost customer satisfaction levels for City Building, which has led to us delivering even more services as part of our contract.

One of those additional services was for pest control due to an ongoing pigeon problem causing customers to frequently complain about the mess. This was resolved by using a netting system which is designed to protect buildings from birds whilst being as discreet as possible. Following a positive initial outcome, we were given complete access to install the system across all affected properties, and our operatives had solved the problem within a matter of days.

We were also asked to provide cyclical render cleaning services. As the requirements and standards of this type of cleaning service are extensive, all operatives were enlisted onto a rigorous training schedule which included hands-on and refresher training, and the mandatory completion of a selection of training modules before commencing works. We found that by providing this level of training, it not only gave our staff the knowledge to carry out their job effectively, it also helped to boost morale, keeping our staff attrition rates low, which meant that tenants felt at ease by regularly seeing familiar faces on-site.

Results That Matter

By working closely with City Building and their customers, we have created close working relationships, meaning regular tasks and challenges are rectified without delay and we exceed monthly service level agreements. We continue to hold regular forums with residents to gain vital feedback and ensure these relationships continue to grow.