Contracts and Partnerships
Swale Heating Limited has been established since 1972. We are one of the largest, independently owned heating companies in the United Kingdom and have acquired vast experience over the past 48 years to become a leading specialist providing services to both social landlords and private residents. The company’s portfolio covers 100,000 domestic properties and non domestic sites, ranging from single private dwellings to housing associations and local authorities.
Providing a one-stop customer driven service is our priority at Swale Heating and we continue to invest in both computer and call centre technology to ensure that that our systems remain at the forefront of information technology. This investment has enabled the company to provide an emergency service, which is available 24hours a day, seven days a week.
Our customers receive the highest standards of service as we closely monitor the work closely carried out by our engineers. For this we have developed a system of monitoring our engineers through the use of our in house monitoring inspection form. From this system we able to measure the effectiveness of our engineers through a variety of inspections, these include Work In Progress and post work inspections.
These inspections highlight not only the individual working tends among the engineers, but also identify training requirements and overall trends when the information is laid out on a spreadsheet.
Third Party Inspections and Client Reporting
These third party inspections, carried out by independent auditors, validate our monitoring inspection process and help to confirm that our procedures operate in the manner intended.
The details from these inspections are made available to our clients in the form of Key Performance indicators or KPI’s. Landlord’s gas safety inspections are also included in KPI’s as an overall percentage of access rates to properties. The key to any program in servicing is to ensure you gain access to as many properties in the annual service year as possible. Every effort is made to advise residents of when their service is due and offer dates, which they can accept or if they wish contact us on a freephone number to arrange a date more suitable to their needs.
Many of our clients are linked via the Internet into our computer system where they can view at any time details on a particular property. Through this link they are able to also download reports on a wide variety of information necessary for the various reports they have to produce, included in this are the landlord’s gas safety records
Innovation and Technology
The business is run from "Aeromark" a powerful computer software package. The program has the ability to hold a variety of details for each site address.
It allows the operatives visits to be logged, along with start and completion dates. All information specific to each property and any special data relating to the resident or site conditions can also be logged. This information assists in the smooth running of the contract. It provides a complete record of everything that occurs at that particular property from start to finish, and includes everyone involved and all materials used. This record is kept and can be reviewed at anytime.
Personal Digital Assistants (PDA’S)
PDA’s allow us to view the time travelling and spent on each job, the materials used and materials to be ordered to complete the work. This last item is of such importance if it is a specialist item of equipment such as a pump or motorised valve.
Landlord’s Gas Safety Records are also dealt with electronically through the PDA’s. This prevents misinterpretation of handwriting as the data is legible and can be transferred electronically to you the client for your records on the same day basis.
The devices are also enabled for signature captures meaning both the resident and operative are signing on completion of the works.