Above all, it’s about people
The power of a good phrase resides in its underlying truth, and for Wates Living Space, the people who make the business happen are determined that the words really mean what they say
Attention grabbing catchphrases are a must in business circles these days, but for Wates Living Space the fine phrases are only as good as the substance that underwrites them - so it is determined to live up to its promises.
The company’s strapline - “delivering for customers, delivering for all” - denotes a determination to have the “right people, delivering a quality service that is on time, on budget - and delivered safely - every time”.
“That’s what we do: that’s what we are all about,” commented North West business development manager John Fedden. “At the end of the day, above all, it’s about people.”
Living Space, part of the family-owned Wates Group, is dedicated to affordable housing, be that refurbishment of existing homes or the construction of new affordable housing. During 2008, the company’s teams successfully delivered over 26,000 modernised and newly built homes across the country. Wates Group turnover last year was over £1billion with Living Space contributing £237m - and it is the people aspect - be they employees, customers or residents - that is considered the root of this success.
“Working in social housing requires a special kind of person, someone who combines professional skill with personal attributes of empathy, intelligence and flexibility who can build strong relationships with customers, tenants and residents,” said the Wates Group Annual Report & Accounts 2008. “Living Space people daily exhibit all these qualities, consistently delivering to the highest standards and making a lasting difference to the communities where we work. Thanks to their energy and endeavour, Living Space maintained its high customer satisfaction rating in 2008: 94 per cent of our customers said they would choose Living Space again, and indeed, they do, providing us with a robust flow of repeat business.”
Safety is an essential consideration for Living Space. Indeed, it is “first on our agenda all the time” Fedden said. Last year, the company as a whole recorded 92 per cent injury free sites, and in the Northern regions, the company has scored zero accidents on a number of sites. “This is further evidence that our target of operating with zero injuries is within reach,” Fedden added. The company has a target of zero accidents across the board by 2012.
When it comes to delivering on its values, a mixed tenure newbuild scheme in Canklow, Rotherham has put the proof into the pudding. The scheme itself, is the initial stepping stone in the redevelopment of an existing deprived area of Canklow Woods, Rotherham. The project was the first scheme undertaken by Living Space for South Yorkshire Housing Association who are a member of the ‘In Business for Yorkshire Framework’ The Wates team proudly handed over the delivery of 71 newbuild houses. The project was delivered 11 weeks early, on budget and with zero injuries. The company is understandably proud of that achievement.
“We are proud of the fact that through the delivery of this project for South Yorkshire Housing Association, Wates was able to assist them to address one of the core aims for the Canklow Estate -changing public perception of the estate by providing modern new homes which has since attracted new people to the area,” said project manager Hayden Chappell Meanwhile, in Trafford, Living Space’s North
West division is building on the success of the refurbishment work it has conducted for Trafford Housing Trust (THT) with some repeat business, this time to build new homes. At the time of writing, the scheme had only just began on site, but as with all its endeavours, Living Space will be looking to deliver the 69 homes on time, on budget - and safely.
The scheme is a first for THT, and a first for Living Space in the Trafford area, though it has experience of successfully delivering newbuild properties elsewhere. The Lostock scheme’s 69 homes will be a mix of two-, three- and four-bedroom homes and apartments. Of the properties 45 will be for rent, while - daringly given the current economic climate - the remainder will be for sale, with Living Space handling the sales process. The scheme will also look to expand and improve a local shopping parade to improve services for residents.
“In the face of everything that is going on, we are out there building new homes,” said framework manager Darren Eccleston. “In spite of the current economic climate it is due to our excellent working relationship with THT that Wates are able to take on a scheme involving sales.”
Lostock is a confident step forward for Living Space; it also represents forward looking to the future beyond Decent Homes. The company, of course, made its name and proved its worth in this large scale refurbishment programme; there remains plenty yet to complete, what with ‘late-arriving’ RSLs and ALMOs generating some elasticity to the original 2010 deadline, but it is a programme that won’t last forever.
In Riverways, one of the territories managed by Manchester’s Northwards Housing, Living Space was recently made its preferred contractor partner for the fulfilment of the remainder of its works over the next couple of years. Again, it was born out of the strong relationship the company had formed with Northwards since it launched in 2006.
Further afield, and on the back of its success of delivering the Decent Homes programme for Your Homes Newcastle over the past four years, Living Space has recently commenced a £31 million refurbishment programme to five tower blocks on the Cruddas Park estate in Newcastle. The ambitious programme will
transform the famous blocks inside and out, with a classy new look. It’s by far the biggest revamp to the blocks since they were built in the 1960s; again the aim of the transformation is to provide a great place for people to live.
Repeat business is - almost - everything: Living Space is aiming for 90 per cent repeat business by 2010. It’s an achievement that can only be born out of fulfilling its values in practice - and in that regard confidence is high.
Again, it all falls back to people - and Living Space takes the development of its people seriously. Training is a big deal for the company, developing the skills of its people, as well as working with communities to offer opportunities to those living where it works.
One quick example is its Building Futures programme, which seeks to provide a platform for participants to go on to further training or employment. It typically targets the long term unemployed, or who are looking for a change of direction in life. Every participant goes on to secure a CSCS card, and is provided with a taster in a variety of construction skills, as well as IT and administrative roles too.
“We have run 13 such schemes up and down the country to date,” said Jim Duffy, framework manager. “Of those schemes, 68 per cent of those who took part have secured employment or further training as a result of being on the course.”
Living Space successfully underwent a nine-month accreditation process with TPAS last year, validating the reality behind its stated commitment to resident involvement and customer service.
Additionally, the company’s resident liaison officers have all undergone CIH accreditation - a first for the industry.
“For residents, this provides assurance that we are committed to delivering top quality service by our having demonstrated that to TPAS. It also demonstrates to our clients that, again, we are dedicated to their residents,” said Carla White, customer liaison manager.
It’s also something of an investment in the future, a reinforcement of the relationships forged, and in essence a testimonial of the values underlying those relationships that allows the company to look ahead and grow. That’s already happening, with Living Space’ recent moves into North Wales.
Towards the end of last year, Living Space secured membership of Syniad, a consortium of Welsh RSLs that takes in Pennaf Housing Group and Wales and West HA in the North of the country and Linc Cymru HA in the South. In the North, Wates is one of four contractors that will be engaged in a £150 million newbuild framework. It’s the company’s first “major win” in Wales and a solid outcome for the hard work put in by the Wates team.
“It’s a fantastic result for us,” Eccleston said. “It continues our newbuild programme. Two years ago, we were looking at this, business planning, locating the opportunities, and now there is a sustainable business there that is hopefully going to grow as we grow.”
And if that isn’t enough for the future, there’s also the Welsh equivalent of the Decent Homes programme to contend with, as well as newbuild, and the company is also looking at utilising its vast experience in providing Extra Care facilities.
So, Living Space is clearly looking at delivering the future - on time, on budget and above all safely
