PH Jones

Closed 8 Feb 2019

Opened 11 Jan 2019

Feedback Updated 28 Mar 2019

We Asked

About the service you, WCC tenants, are receiving from PH Jones.

The questions asked were split into three different categories;

  • Questions about the heating system in place.
  • Your PH Jones appointment
  • Your experience working with PH Jones

     

You Said

We had 369 completed responses representing a wide selection of all tenants.        

Age breakdown of respondents.

16 - 34 13.28%
35 - 44 13.82%
45 - 54 18.97%
55 - 64 19.51%
65 - 74 20.87%
75+ 12.74%

Below is a summary of some of the responses. All responses can be viewed in the full report by following the link on the PH Jones 'closed consultation' page. 

Different Heating Systems

Type of heating appliance?  
Gas central heating 92%
Biomass 1%
Air source heat pump 2%
Oil 0%
LPG (liquid petroleum/bottled  gas) 0%
Storage heaters/Quantum heaters 5%
Solid fuel (coal/log burner) 1%

 

Your PH Jones appointment

Did you have to ask the engineer to produce his Photo ID or did the engineer freely offer it to you?  
The engineer freely offered it (i.e. without having to be asked) 93%
I had to ask the engineer to produce it 7%

 

While it is positive that 93% of the time the PH Jones engineer freely offered their ID this does leave 7% whereby the tenant has had to ask for the engineer to produce it. There are a number of reasons for members of staff wearing their ID, not least to display they are who they say they are. There are occasions when another specialist contractor, not from PH Jones, may have to attend an appointment. From some of the responses in this survey it has become clear that tenants are not always aware when it will be a different contractor attending. On these occasions it would be even more important to be displaying appropriate ID.

 

If the engineer had to make a second visit to repair the fault (e.g. had to order parts and return to fit them at a later date) when was the return appointment agreed with you?  
During the first visit with the original engineer (i.e. while he was still on site) 48%
Not during the first visit (i.e. someone else  contacted you to agree the next appointment) 52%

 

If there is to be a second visit and this is known during the first visit, it should be arranged with the tenant there and then. The results here show that 52%, a small majority, of respondents have in fact said the second appointment was made at a later date. 

 

Your experience of working with PH Jones

How would you rate the engineer`s conduct and behaviour?  
Good 78%
Satisfactory 16%
Poor 7%
How would you rate PH Jones overall?  
Good 62%
Satisfactory 22%
Poor 15%

 

It is clear the experience of working with PH Jones is a mixed bag. While there are a number of positive experiences, it isn’t acceptable that 15% of tenants rate the service as being poor.

 

Here is a brief overview of some of the free text responses when asked, what improvements would you like to see in the service provided by PH Jones?

Appointments / reliability 37%
Communication / being kept informed 10%
Job left unfinished 22%
Narrower time slots 11%
Smoke alarms not testes / batteries charged 6%
Tradesman competency 8%
Tradesman conduct 7%

 

We Did

These results have been shared with PH Jones and further consultation between WCC and PH Jones will be taking place. As a result of these initial conversations the following actions have been put into place;

  • Work is underway to address the issue of the branding of specialist contractors.
  • Since the survey was carried out PH Jones have increased the engineer resource by 50% for gas works and have recruited more office / administration staff. As a result of this increase and an engineer briefing any follow-on visits should be booked at the time of the initial visit. PH Jones are also confident there will be a reduction in the amount of unfinished repairs and an improvement in call answering. 
  • Van stocks have been reviewed to ensure they are carrying more of the parts used regularly.
  •  Engineers are being reminded to complete and leave the relevant customer checklist forms with the tenant on every visit. 

There were a number of responses complaining about unfinished work. These are being investigated further and where appropriate the tenants have been contacted directly.

Results Updated 28 Mar 2019

Report of all results from PH Jones satisfaction survey. 

Files:

Overview

In October 2017, PH Jones replaced Liberty Gas as Winchester City Council's preferred contractor to carry out  the servicing and responsive repairs to your heating appliance and smoke detector/s. PH Jones are responsible for the maintenance of your heating system (except those tenants with electric storage or quantum heaters) and for your smoke alarm/s. For those tenants with non-gas heating systems (eg. oil, biomass, air source heat pump, solid fuel, and  bottled gas)  you may have been visited by another  specialist contractor (employed by PH Jones to carry out the works their behalf) to repair or service your appliance.

Why We Are Consulting

Although many tenants may have already commented on the service they have received to date, using the well established green Customer Care Cards, we have decided to conduct this survey to give us a much broader view on how the service provided by PH Jones is being received by customers. 

We would really appreciate your feedback to the following questions. This will help give us a balanced picture of the current service and also to help shape future improvements. There are no more than 27, mainly multiple choice questions, and it shouldn't take more than 10 minutes to complete.          

Please give us your views by completing the online survey below by Friday 8th February 2019.

As a thank you for taking part in this survey, we would like to offer a randomly selected Winchester City Council tenant a £50 ‘Love2Shop’ shopping voucher for participating & submitting their details.

     

Areas

  • All Areas

Audiences

  • Council Tenants

Interests

  • Social Housing
  • Council Services