Our Customers

Our Customers

Bilby’s commitment to operational excellence and customer service has enabled it to grow quickly with the group now accessing over 300,000 properties in London and the South East. These include 100,000 properties for a range of South East housing associations and large-scale organisations, Bilby also has a significant stronghold in the London area where the Group services 14 out of the 33 London Boroughs totally over 200,000 dwellings.

Case Studies

Hackney Council

The Group was formed in 2015 with a strategy to acquire businesses in the gas, electrical and general building services sectors to meet the continued demand for high quality improvement and maintenance services in public sector housing.

Formed in 1964 from the separate municipal boroughs of Hackney, Shoreditch and Stoke Newington, the Borough of Hackney is home to over 250,000 people, a rich diversity of cultures and communities.

Purdy’s major 5 year contract for Hackney Council, with a potential further 4 year extension and additional planned works, is a key example of Purdy’s significant expansion and diversification into complementary work streams. The contract is for the provision of Responsive General Building Repairs and Maintenance and is a natural strategic extension to Purdy’s core business activities of Mechanical and Electrical Services, mostly provided under similar Responsive Repair term contracts.

On award the Council estimated this reactive contract’s value likely to be between £4m to £6m in annual turnover and two years in, Purdy’s annual works appointments continue to grow in line with these expectations.

Working primarily within low, mid and high-rise London Tower Blocks of Flats, the type of works our Operatives cover under this extensive contract includes:

  • Reactive and Planned General Building Works
  • Asbestos Removals
  • Brickwork Repairs and Cleaning
  • General Cleaning and Clearance Works
  • Concrete Repairs and Replacements including Lintels and Sills
  • Drainage Inspections and Renewals
  • Excavation and Earthworks
  • External Works including Fencing, Glazing, Metalwork’s, Scaffolding
  • Internal and External Decorations
  • Void Works
  • Plumbing
  • Roofing
  • Water Mains and Tanks Reactive Maintenance
  • Window and Door Renewals and Replacements
  • Woodwork Repairs
  • Ventilation Equipment Installations and Repairs

The contract also included a very substantial Transfer of Undertakings (Protection of Employment) (TUPE) transfer of existing staff from the previous contractor to Purdy, alongside our new office and depot setup, all successfully achieved for Hackney during the short mobilisation timescale and with a smooth service transfer for Hackney’s Residents.

Increasing customer satisfaction: Figures from Hackney’s Annual Residents Report for 2016/17 for all their repair services show a continued improvement with 85.12% in 2016/17 of Residents satisfied with the quality of their repairs work, rising from 83.44% in 2015/16 and 92.24% of all repairs completed within target time.

Purdy’s award winning ‘Purdy Futures’ Apprenticeship programme is again playing a leading role in the delivery of our new service for Hackney, as well as our employment of local small suppliers – all part of our commitment to work together with Hackney Council to deliver a lasting economic as well as a better housing legacy in Hackney’s local estates.

East Kent Housing

East Kent Housing is a company controlled by Canterbury City Council, Dover District Council, Shepway District Council and Thanet District Council.

They are an arm’s length independent management organisation that manage the four council's housing services.

East Kent Housing is managed by a Board of Directors, which includes four residents, four local authority nominees representing each council area and four independent members.

Currently East Kent Housing manage nearly 17,000 properties, comprising of both individual domestic and sheltered schemes for the elderly and disabled. They are the largest ALMO in Kent.

During 2016, a full procurement exercise was launched to find a new contractor with the expertise and experience to carry out Gas servicing, installs and repairs to all properties managed by East Kent Housing. The new contract also requires the contractor to take responsibility for the water hygiene across the 4 councils.

Following the stringent tender process, which saw residents work together with East Kent Housing's Property Services team, P&R were selected for the new contract, which started to take customer enquiry calls from 5pm on Friday 31 March 2017.

P&R's award winning engineers are carrying out high quality servicing, repair and maintenance works to a variety of central heating systems including gas, coal, wood and oil. They are responsible for annual gas safety checks, boiler installations and servicing as well as providing a 365 day, 24-hour emergency service.

Key points that P&R were measured for to win the contract were:

  • Financial standing
  • Previous experience on similar contracts
  • A can-do attitude by all staff members
  • Previous winners of multiple customer service awards
  • The flexibility and enthusiasm to deliver on tight deadlines
  • Ability and experience to integrate all 4 councils’ asset data into a joint working operating system with transparency throughout

  • 100% of all services are being delivered by in house directly employed engineers and staff. A new local office has been opened in Canterbury and the recruitment of local engineers has been completed.

    The new contract will run for an initial 5 years with an option to extend the contract by a further 3 years.

    Customer feedback

    We used to dread the winter months as it just seemed impossible to keep our home warm. As a family, we honestly cannot express enough gratitude to the tradesmen who were involved in overseeing the works carried out the boiler is absolutely fantastic! A massive thank you to all involved! Lousie, Kent

You have another star on your team! Gary did a first rate, quality job yesterday and fixed an emergency leak on the Cold Water tank. Well done P&R.Robin & Christine, Lewisham