In 2011 Fieldway Supplies re-tendered for its electrical installation framework appointment with Liverpool Housing Trust. We had held the appointment for the previous four years and had become fully integrated member of the collaborative delivery team. Our intimate understanding of the clients aims and objectives was reflected in our tender for the new framework appointment.

The evaluation criteria for the tender were 60% Quality and 40% Cost. Our  score against those criteria was 75.5 and this secured our appointment as a framework partner for the next four years.

The client feedback on our successful bid was summarised thus:

• "Fieldway demonstrated Value for Money with very competitive fixed annual inclusive rates and a high quality service as follows;
• Dedicated 365 day 24 7 Customer out of hours call monitoring and reporting
• Good Approach to flexible working patterns.
• Clear understanding of the contract requirements and a focus on proactive identification and completion of repairs
• Efficient and customer focused working practices underpinned by Information Technology and telecommunication systems including approach to work scheduling, advance customer notifications and appointment reminders.
• Clear understanding of vulnerable customers needs and tailoring services and consultation and engagement with support providers, scheme managers etc.
• Clear approach to undiagnosed or poorly diagnosed repairs.
• Clearly demonstrated ownership of the complaints procedure including investigation, outcome and corrective action.
• Enhanced Customer care with all operatives being CRB checked and could offer a solution to the inherent nature of the industry having mostly male operatives by offering chaperoned visits."

IAIN HARDMAN, CYCLICAL REPAIRS MANAGER

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