Hull holds its own

A council-owned maintenance and construction company is proving itself a home-grown success story for the people of Kingston upon Hull

Many a contractor likes to boast of its local employment commitments, but Kingstown Works Ltd (KWL) isn’t messing about with such claims – it really is Hull born and bred.

And, though it is a council-owned company, there is nothing parochial about its outlook, with the building maintenance and construction firm bidding for – and winning – work far beyond the city’s borders.

Add to this the company’s strong performance last year, with a profit after tax for the year ended 31 March 2009 of £2.3 million, and it is clear that the company’s claims to have built a strong foundation to grow the business in the new decade are far from bluster.

The company’s performance is good news for the council, of course, earning it dividends and providing it with an asset, but it’s also good news for the city’s residents. With 99 per cent of its 300 employees living within the city the wages they earn are boosting the local economy.

Given the difficult economic climate over the last couple of years, not to mention the added adversity that nature has thrown Hull’s way, the company has certainly shown its mettle by not just surviving the tough times but actively thriving.

“Last year we had the floods to contend with and this year we had the financial tidal wave that has shaken national and global economies to the core. In local terms, this has meant a recession and a trading environment that is extremely tough,” said chairman Daren Hale. “Despite this we have posted improved operating profits whilst reducing prices to our main client and the retention of a skilled workforce, 99 per cent of which resides within the HU postcode. This means money being retained in the local economy.”

As you’d expect, KWL is an important participant in Hull’s Decent Homes programme and planned maintenance. It handles the repairs and maintenance for 10,000 houses and is also responsible for gas repairs and safety inspections to 22,000 council properties. The company’s work is not exclusively domestic, however, as it also provides for a host of schools and leisure centres across the city, as
well as giving essential technical assistance to major events such as the Hull Fair or the Christmas Lights switch on.

The company has also won an extensive private sector client base, and over the course of the last year it has built on this to add work with Riverside Housing Association, Halls Construction, Hull University and the local authorities of the East Riding of Yorkshire, North Lincolnshire and North East Lincolnshire. The company has also set its sights further afield – and reaped the rewards.

“Our reputation has also enabled us to secure prestigious contracts for a high profile financial institution in London, where our electrical team’s competitiveness has shown that the capital is not out of reach for a company like KWL with aspirations,” said Hale.

KWL ’s performance isn’t simply about its financial results but rather the reputation it has enjoyed among its customers; indeed, the regard it has earned among tenants for example, no doubt goes a long way to underpinning its balance sheet successes.

In the year to March 2009, KWL completed 99.7 per cent of urgent repairs on time, for example, while whole house completions under the Decent Homes programme were 1,312. As a spokesperson for Railway Housing Association said: “The association recently carried out a survey regarding areas of service delivery and the outcome for KWL resulted in all-round tenant satisfaction and improvement.”

The results are a testament to the dedication and commitment of the staff, as well as an attitude of customer service that is inculcated throughout the organisation. “[Staff] training goes beyond technical skills and ability. Every KWL employee is trained in customer communication skills and is encouraged to interact with its customers in their homes, to ensure that they know why KWL are there, what they are doing and when they can expect the work to be completed,” said a spokesperson for the company. “At every stage KWL customers are treated with respect and courtesy, as KWL employees would like to be treated themselves.”

KWL operates as a principal contractor, a strategic partner and a specialist sub-contractor for its clients, offering every required service under one roof. This includes the processes of surveying, producing estimates and specifying for projects. Alongside its repairs and maintenance services, its specialist business units provide asbestos removal and treatment; board and glazing services; electrical; gas services and safety checks; plumbing; adaptations, empty property works and much more.

The constant workload has meant that the company has been able to maintain its commitment to its apprentice recruitment programme, employing another seven across all trades, totalling 17. The apprentices are complemented with a strong intake of work placements of youngsters from the city’s schools. Not only is this pushing the construction industry as a career option for young people, it is also boosting that local angle that makes the company a ‘Real Hull Contractor’. This extends as much into its supply chain partners, sub-contractors and other partners to help drive value for the communities of Hull.

Technology has been another driver of quality, with the use of cutting edge IT scheduling systems and hand-held PDA s that has meant jobs can be processed faster and more efficiently – without recourse to paper – to successfully deliver over 1,000 jobs a day. The company’s use of IT has earned it awards from the local media as a winner of its 2009 Communications Technology in Business Award, as well it being a finalist in the Contribution to the Community Awards.

The company was established in 2006, so it has clearly got itself off to a head start, and it has no intention of resting on its laurels.

“As a building company we realise that all good buildings are built from firm foundations, our activities this year have therefore focused on consolidating quality and performance, whilst growing the business as opportunities arise,” Hale added. “We have become the contractor of choice in the city, and rarely a day goes by where our performance is not used as a benchmark gold standard when describing contractor performance in the city.”