Our approach

Putting customers at the heart of everything we do

We work with social housing clients to create steady and sustainable business growth by focusing on aims, priorities and performance. We continually review our business performance in all areas to ensure that improvement is embedded in our culture and that we can offer our customers a good value quality service.

PH Jones is part of Centrica, and ‘Our code’ represents our minimum standards and the boundaries within which we operate. ‘Our Values’ define who we are, what we stand for and who we aspire to be. Together they provide the freedom and clarity to conduct our business successfully and in a way that builds trust.

Safety is our number 1 priority

The health and safety of employees, clients and customers who may be affected by our activities is fundamental to the success of our business. We use a proactive approach to managing health and safety, environment and quality practices, with the key aim is to achieve an incident free workplace.

Our integrated risk-based management system is accredited to ISO 45001: 2018 for safety, ISO9001 for quality and ISO14001 for environmental standards.

We have recently been awarded a ROSPA gold medal for 5 consecutive years of gold awards.

Customer focus

We work closely with our social housing clients and customers to improve all aspects of service delivery. By using industry recognised Net Promoter Score surveys we gain invaluable customer satisfaction information. Our bespoke complaints system provides data to enable us to carry out root cause analysis, to continually improve our customers’ experience. We are committed to meeting the changing needs of our customers through a clear focus on innovation and investment in our people.

A quality service

Our approach to a quality service is based on the same fundamental principles; effective, open and honest communication, collaboration, accountability and trust.

We believe collaborative working is essential to delivering value for money, driving higher levels of customer satisfaction and creating long-term relationships that deliver quality services.

Our people are partners in our business, and are highly trained to offer a great service to residents and clients alike. Our service does not end with our initial visit – we provide excellent aftercare for all of our work.

The most important measure of our quality management approach can be seen in our NPS scores*.

*NPS score 62 May 2021 (An NPS can be as low as −100 (every respondent is a “detractor”) or as high as +100 (every respondent is a “promoter”). NPS scores vary across different industries, but a positive NPS (i.e., one that is higher than zero) is generally deemed good, a NPS of +50 is generally deemed excellent, and anything over +70 is exceptional)

Investing in our people

It is also important that all our employees have the relevant and up to date knowledge, skills and expertise to always work to high standards, and to achieve their full potential.
This includes:

Commitment to training through dedicated training centres
Modern apprenticeships and work placements
Multi-skilling staff and delivering recognised qualifications
Commitment to local recruitment and ensuring this reflects the local demographic
Bespoke online training academies for all employees

Digital transformation and innovation

Our bespoke work management system, Pilot is our core system for managing our customer journey with real time information provided from our engineer devices in the field.

Pilot is regularly developed to meet the changing needs of our clients and customers. Our exceptional management information data, with bespoke reporting and real time performance and management scorecards, drives our service improvement culture. Our bespoke complaints system, Cosmos is integrated with Pilot and provides accurate information for complaints resolution.

Our innovative approach means we have a dedicated digital transformation team to work with our clients and customers to develop new ideas, providing simplification and efficiencies for everyone. Examples include our webchat service for customers and ‘On My Way’ which allows customers to track their engineer, using a link sent via SMS.