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Case study - Taking up the challenge at Tandridge

Briefings :

Tandridge District Council, Surrey, is using the LGTF toolkit to turn best practice theory into tangible benefits and deliver a better maintenance and repair service to its customers.

Before applying the toolkit, Tandridge had already developed a maintenance service focusing on best value.Customer satisfaction levels have been high, but the council is committed to seeking continuous improvements in service delivery and making better use of resources. Initiatives stemming from the LGTF toolkit include: Setting up a Construction Best Practice Club, bringing together clients, contractors and suppliers to look at best practice initiatives to improve service delivery;

Meeting like-minded authorities to discuss the opportunities Rethinking Construction offers on the delivery of repairs for stakeholders; Developing with local contractors a webbased service for managing service delivery; Exploring partnering arrangements with a major paint manufacturer to provide a training programme for contractors on use of their products and a monitoring service to improve the quality of housing stock painting; Assessing the performance of contractors using the Construction Industry Key Performance Indicators (KPIs), to see how they perform against industry standards and setting local improvement targets on individual contracts.

Frank Meades, technical manager at Tandridge, says: 'While some of these initiatives may not sound particularly radical to the private sector, they represent a big move forward for local government.

Sharing knowledge and best practice with others is the way ahead for local authorities to ensure continuous improvements in delivery of customer-focused services.'