Air & water risk assessments

Air conditioning

Building Management Systems

Boiler systems

Carpentry

Catering equipment maintenance

Cleaning services

Communications

Data cabling

Decoration

Defined LV electrical maintenance

Drainage

Electrical testing

Emergency power

Energy management

Fabric alterations

Fire alarm systems

Floor coverings

Glazing

HV electrical maintenance

Heating

Installations

lighting systems

Mechanical services operation

Mechanical services maintenance

Office moves

Partitioning

Plastering, dry lining & studwork

Plumbing services

Public health service maintenance

Refrigeration

Refurbishment

Security

Security systems maintenance

Shop/unit fit out

Specialist electrical testing

Statutory inspections

Thermal imaging

Ventilation

Voice systems

Waste management

water hygiene/treatment

people like you

Housing services

are an integral part of our business

If you have any questions for us at Integral there are a variety of ways you can get in touch with us.

Information in answer to your questions may be found on ourwebsite at www.integral.co.uk or www.integralhousing.co.uk.

You can contact our Customer Liaison Team viayourviews@integral.co.uk

Contact us via Free phone 0800 183 3949or 0330 123 9019 for mobile phone users, charged at local rates

Or write to us at:

Integral UK Ltd720 Birchwood BoulevardBirchwoodWarringtonCheshireWA3 7QY

Your questions

CD_Integral_12p_Folder 2012_CD_Integral_12p_Folder_COLL 26/04/2012 16:17 Page 1

For over 20 years Integral Housing Division has been a national specialist in planned and responsive maintenance and gas repairs and annual service forsocial housing and we maintain in excess of 80,000homes for various Local Authorities and HousingAssociations.

Being part of Britain's biggest independent specialistin property maintenance means that we have nationwide resources to meet your every need. Wehave fully equipped mobile maintenance techniciansin every postcode area.

Every community is unique, so our service is tailoredto fit your needs and is available to you 365 days ayear, with every contract customised to what our customers and their residents require.

Our dedicated local teams take time to build relationships with residents and customers alike. Wealso understand the scale and sensitivity of demandsmade on Local Authorities & Housing Associationsand this experience enables us to offer a completeservice, knowing that quality, trust and dependabilitycannot be compromised.

Satisfying our customers depends entirely upon ourpeople and to ensure that both we and our clients can be confident that all Integral personnel are fullycompetent and qualified for their roles, we haveestablished effective policies and procedures toensure that we recruit and develop a workforce thatmeets our client’s needs.

We recognise the importance of meeting our socialresponsibilities and addressing the training needs of a locally sourced workforce and therefore participatein Government initiatives which promote training forschool leavers. We recruit craft apprentices and trainthem in disciplines relevant to our business, therebyenabling them to meet our requirements for skilledoperatives.

We ensure that local people are employed within our organisation wherever possible and actively look to ensure that we offer support to local traininginitiatives.

Our clients include Local Authorities and HousingAssociations:

Brent Housing PartnershipRiverside GroupEnglish Churches Housing AssociationEden Housing AssociationFusion 21Peaks and Plains Housing TrustOrigin HousingTwo Castles Housing AssociationImpact HousingHyde HomesCheshire East CouncilRugby Borough CouncilAlliance ProcurementNorthern Housing ConsortiumProcure Plus

As a national company we handle in excess of250,000 individual responsive repairs per annum.

Customer consultation is at the heart of any successful business. A project is likely to fail if thecustomer views are not considered and valued.Integral works daily within customers homes and has built an enviable reputation within the market forexceptional customer care and appreciation. The corevalue to our delivery is the understanding that we areworking within peoples homes and as such offer ahigh degree of respect for not only the building fabricbut also to the way our works affect and impact onpeople.

We regularly consult with our clients and their residents on the service we deliver in a wide varietyof ways. This ensures the continuous development of our service and ensures the focus always remainson the customer and improving the service theyreceive from Integral.

If you have any comments or suggestions or wouldlike to be invited to future events, please contact us inany of the following ways:

• 0800 1833949 (Free phone)• 0330 1239019 (charged at local rates for mobile • Email – yourviews@integral.co.uk• Visit our website and post a comment at

www.integralhousing.co.uk

Who we are Who we serve CustomersOur people

people l ike you are an integral part of our businesspeople l ike you are an integral part of our business

“A joiner was at my housewithin an hour of mereporting a problem withmy kitchen door. I couldn'tbelieve how quickly andwell the job was done”

Evelyn Ashcroft - Crosby

users)

CD_Integral_12p_Folder 2012_CD_Integral_12p_Folder_COLL 26/04/2012 16:18 Page 3

For over 20 years Integral Housing Division has been a national specialist in planned and responsive maintenance and gas repairs and annual service forsocial housing and we maintain in excess of 80,000homes for various Local Authorities and HousingAssociations.

Being part of Britain's biggest independent specialistin property maintenance means that we have nationwide resources to meet your every need. Wehave fully equipped mobile maintenance techniciansin every postcode area.

Every community is unique, so our service is tailoredto fit your needs and is available to you 365 days ayear, with every contract customised to what our customers and their residents require.

Our dedicated local teams take time to build relationships with residents and customers alike. Wealso understand the scale and sensitivity of demandsmade on Local Authorities & Housing Associationsand this experience enables us to offer a completeservice, knowing that quality, trust and dependabilitycannot be compromised.

Satisfying our customers depends entirely upon ourpeople and to ensure that both we and our clients can be confident that all Integral personnel are fullycompetent and qualified for their roles, we haveestablished effective policies and procedures toensure that we recruit and develop a workforce thatmeets our client’s needs.

We recognise the importance of meeting our socialresponsibilities and addressing the training needs of a locally sourced workforce and therefore participatein Government initiatives which promote training forschool leavers. We recruit craft apprentices and trainthem in disciplines relevant to our business, therebyenabling them to meet our requirements for skilledoperatives.

We ensure that local people are employed within our organisation wherever possible and actively look to ensure that we offer support to local traininginitiatives.

Our clients include Local Authorities and HousingAssociations:

Brent Housing PartnershipRiverside GroupEnglish Churches Housing AssociationEden Housing AssociationFusion 21Peaks and Plains Housing TrustOrigin HousingTwo Castles Housing AssociationImpact HousingHyde HomesCheshire East CouncilRugby Borough CouncilAlliance ProcurementNorthern Housing ConsortiumProcure Plus

As a national company we handle in excess of250,000 individual responsive repairs per annum.

Customer consultation is at the heart of any successful business. A project is likely to fail if thecustomer views are not considered and valued.Integral works daily within customers homes and has built an enviable reputation within the market forexceptional customer care and appreciation. The corevalue to our delivery is the understanding that we areworking within peoples homes and as such offer ahigh degree of respect for not only the building fabricbut also to the way our works affect and impact onpeople.

We regularly consult with our clients and their residents on the service we deliver in a wide varietyof ways. This ensures the continuous development of our service and ensures the focus always remainson the customer and improving the service theyreceive from Integral.

If you have any comments or suggestions or wouldlike to be invited to future events, please contact us inany of the following ways:

• 0800 1833949 (Free phone)• 0330 1239019 (charged at local rates for mobile • Email – yourviews@integral.co.uk• Visit our website and post a comment at

www.integralhousing.co.uk

Who we are Who we serve CustomersOur people

people l ike you are an integral part of our businesspeople l ike you are an integral part of our business

“A joiner was at my housewithin an hour of mereporting a problem withmy kitchen door. I couldn'tbelieve how quickly andwell the job was done”

Evelyn Ashcroft - Crosby

users)

CD_Integral_12p_Folder 2012_CD_Integral_12p_Folder_COLL 26/04/2012 16:18 Page 3

Integral has built an enviable national reputation inthe delivery of gas service and maintenance contracts. We have developed many innovative andtechnologically advanced methods to ensure not onlylegislative compliance but also a cost effective andefficient service delivery for all our clients and importantly their residents. Gas servicing is a key area for audit commission inspections and can beused as a gauge of an organisations efficiency andeffectiveness. Integrals systems have been developedto be both adaptable and user friendly. Our management systems supply all key monitoring andreport data to allow our clients to directly review theefficiency of the delivery and level of compliance. Our operatives are tracked in real time to allowappointments to be measured and monitored.Operative productivity is measured and maximisedhelping both affordability and the achievement of fullcompliance.

We are well versed in the collaborative working principle which is driving a shift in procurement fromcompetitive tendering towards a collaborativeapproach and have worked hard to develop

techniques/training to deliver major benefits in costand quality in line with the collaborative workingagenda. This approach has proven to be effective inparticular to gas responsive and service type contracts, in terms of reduced management costs,reduced whole life costs, health and safety and environmental performance.

Significant initial delivery improvements have beenimplemented by:

• All Landlords Gas Safety Records (LGSR)are produced electronically via engineersPersonal Digital Assistants (PDA) and areavailable to view in real time through an integrated link or email in PDF format the following day.

• Real time operative and appointment tracking managed by “Global Live”.

• The operative arranging a secondary appointment prior to leaving the dwelling, should additional works be required. Operatives will ensure no secondary repairs are necessary prior to closing the current repair.

• LGSR expiry dates are integrated within Integrals operating system. The annual service date will be visible to the call handler every time a repair is placed on the system helping to reduce outstanding LGSR tests. Our target would be to undertake all LGSR’s prior to their anniversary date.

• LGSR test appointments being confirmed via letter and subsequently by telephone prior to the operatives visit will reduce abortive visits and associated costs. They will report to the call centre any preventative maintenance required

• All appointment letters stamped with “Appointment Enclosed” to highlight the importance of the contents.

Resident Involvement

Gas Service and Maintenance

We ensure thatlocal people areemployed withinour organisationwherever possible

“

”

We realise the importance of involving residents in the decisionmaking process and welcome the opportunity to attend residentfocus groups and annual residents meetings. Our involvementwith resident groups has helped in achieving greater accessopportunities and has been beneficial in providing an insight intothe processes and procedures involved in delivering a successfulmaintenance delivery and service programme completion withinschedule.

Initiatives have included:

• A presentation delivered to residents groups explaining the importance of annual gas servicing.

• A suggestion scheme for residents – a card is left at the time of the annual gas service asking how we can improve our service. A regular draw takes place and the best suggestion received wins a £25High Street gift voucher.

• Office tours, a chance for residents to experience first hand a typical day in our call centre.

• £100 monthly prize draw for access on the first visit for annual servicing.

We feel the more residents know about our organisation and the service we provide help form a relationship of trust andunderstanding.

CD_Integral_12p_Folder 2012_CD_Integral_12p_Folder_COLL 26/04/2012 16:18 Page 5

Integral has built an enviable national reputation inthe delivery of gas service and maintenance contracts. We have developed many innovative andtechnologically advanced methods to ensure not onlylegislative compliance but also a cost effective andefficient service delivery for all our clients and importantly their residents. Gas servicing is a key area for audit commission inspections and can beused as a gauge of an organisations efficiency andeffectiveness. Integrals systems have been developedto be both adaptable and user friendly. Our management systems supply all key monitoring andreport data to allow our clients to directly review theefficiency of the delivery and level of compliance. Our operatives are tracked in real time to allowappointments to be measured and monitored.Operative productivity is measured and maximisedhelping both affordability and the achievement of fullcompliance.

We are well versed in the collaborative working principle which is driving a shift in procurement fromcompetitive tendering towards a collaborativeapproach and have worked hard to develop

techniques/training to deliver major benefits in costand quality in line with the collaborative workingagenda. This approach has proven to be effective inparticular to gas responsive and service type contracts, in terms of reduced management costs,reduced whole life costs, health and safety and environmental performance.

Significant initial delivery improvements have beenimplemented by:

• All Landlords Gas Safety Records (LGSR)are produced electronically via engineersPersonal Digital Assistants (PDA) and areavailable to view in real time through an integrated link or email in PDF format the following day.

• Real time operative and appointment tracking managed by “Global Live”.

• The operative arranging a secondary appointment prior to leaving the dwelling, should additional works be required. Operatives will ensure no secondary repairs are necessary prior to closing the current repair.

• LGSR expiry dates are integrated within Integrals operating system. The annual service date will be visible to the call handler every time a repair is placed on the system helping to reduce outstanding LGSR tests. Our target would be to undertake all LGSR’s prior to their anniversary date.

• LGSR test appointments being confirmed via letter and subsequently by telephone prior to the operatives visit will reduce abortive visits and associated costs. They will report to the call centre any preventative maintenance required

• All appointment letters stamped with “Appointment Enclosed” to highlight the importance of the contents.

Resident Involvement

Gas Service and Maintenance

We ensure thatlocal people areemployed withinour organisationwherever possible

“

”

We realise the importance of involving residents in the decisionmaking process and welcome the opportunity to attend residentfocus groups and annual residents meetings. Our involvementwith resident groups has helped in achieving greater accessopportunities and has been beneficial in providing an insight intothe processes and procedures involved in delivering a successfulmaintenance delivery and service programme completion withinschedule.

Initiatives have included:

• A presentation delivered to residents groups explaining the importance of annual gas servicing.

• A suggestion scheme for residents – a card is left at the time of the annual gas service asking how we can improve our service. A regular draw takes place and the best suggestion received wins a £25High Street gift voucher.

• Office tours, a chance for residents to experience first hand a typical day in our call centre.

• £100 monthly prize draw for access on the first visit for annual servicing.

We feel the more residents know about our organisation and the service we provide help form a relationship of trust andunderstanding.

CD_Integral_12p_Folder 2012_CD_Integral_12p_Folder_COLL 26/04/2012 16:18 Page 5

Due to the diverse nature of services Integral can provide we have developed a reputation for delivering a cost efficient solution to many of our clients needs. A number of schemes completed recently in the NorthWest have involved working in sheltered housing complexes with residents in situ.

As CDM regulations applied a number of skill sets wererequired including:

• Domestic gas engineers• Commercial gas engineers• Electricians• Plasterers• Joiners• Painters

We have also worked closely with a number of clients todevelop alternative heating provision and recently completed a scheme of electric boiler installations asreplacement for gas. Courses are currently being undertaken to improve our capability for providing airsource, ground source and photo voltaic installationswith the intention of developing a workforce dedicatedto advancement of more energy efficient heating solutions.

At Integral we pride ourselves at being at the forefront of new innovations and technology and by including theworkforce in the development process have produced anumber of innovative solutions to service delivery.

Recent developments have included:

• A gas service warning leaflet to be left with residents on no access

• Appointment enclosed stamp - has been proven to increase access

• Fridge magnets left to remind residents of next years service visit

• A 0800 Free phone number to access our service desk

• A 0330 local rate number for mobile phone users to contact us.

We regularly review staff suggestions and reward newbusiness ideas via our in house suggestion scheme andworking closely with resident groups has furtherenhanced our understanding of clients and residentsneeds.

Versatility Innovation

people l ike you are an integral part of our businesspeople l ike you are an integral part of our business

If we can sortout a problemin a more efficient andenergy savingway, it willbenefit everyone

“

”

As a tenant of Eden Housing Association, your annual gas service is now due

It is a legal requirement that this serviceis carried out to protect your safety -PLEASE DO NOT IGNORE THIS CARDas failure to allow access to your property could result in Legal action being taken against you.

An appointment has been made for you:

If this is not convenient, please contact our gasengineers immediately on our freephone number:0800 183 3949 to arrange another appointment.

at:

on:

EDEN

HOMESAND COMMUNITIES

0800 183 3949

Please make an appointment to get your household gas

appliances checked for FREE on our freephone number:

EDENHOMESAND COMMUNITIES

don’t underestimate the danger of gas

CD_Integral_12p_Folder 2012_CD_Integral_12p_Folder_COLL 26/04/2012 16:19 Page 7

Due to the diverse nature of services Integral can provide we have developed a reputation for delivering a cost efficient solution to many of our clients needs. A number of schemes completed recently in the NorthWest have involved working in sheltered housing complexes with residents in situ.

As CDM regulations applied a number of skill sets wererequired including:

• Domestic gas engineers• Commercial gas engineers• Electricians• Plasterers• Joiners• Painters

We have also worked closely with a number of clients todevelop alternative heating provision and recently completed a scheme of electric boiler installations asreplacement for gas. Courses are currently being undertaken to improve our capability for providing airsource, ground source and photo voltaic installationswith the intention of developing a workforce dedicatedto advancement of more energy efficient heating solutions.

At Integral we pride ourselves at being at the forefront of new innovations and technology and by including theworkforce in the development process have produced anumber of innovative solutions to service delivery.

Recent developments have included:

• A gas service warning leaflet to be left with residents on no access

• Appointment enclosed stamp - has been proven to increase access

• Fridge magnets left to remind residents of next years service visit

• A 0800 Free phone number to access our service desk

• A 0330 local rate number for mobile phone users to contact us.

We regularly review staff suggestions and reward newbusiness ideas via our in house suggestion scheme andworking closely with resident groups has furtherenhanced our understanding of clients and residentsneeds.

Versatility Innovation

people l ike you are an integral part of our businesspeople l ike you are an integral part of our business

If we can sortout a problemin a more efficient andenergy savingway, it willbenefit everyone

“

”

As a tenant of Eden Housing Association, your annual gas service is now due

It is a legal requirement that this serviceis carried out to protect your safety -PLEASE DO NOT IGNORE THIS CARDas failure to allow access to your property could result in Legal action being taken against you.

An appointment has been made for you:

If this is not convenient, please contact our gasengineers immediately on our freephone number:0800 183 3949 to arrange another appointment.

at:

on:

EDEN

HOMESAND COMMUNITIES

0800 183 3949

Please make an appointment to get your household gas

appliances checked for FREE on our freephone number:

EDENHOMESAND COMMUNITIES

don’t underestimate the danger of gas

CD_Integral_12p_Folder 2012_CD_Integral_12p_Folder_COLL 26/04/2012 16:19 Page 7

Technology

The use of a PDA (Personal Digital Assistant) helps us make the repair process more efficient. The software that we use on the PDA allows instant communication between the office and the on-siteengineers without a phone call. The engineer canview all the job information seconds after the cus-tomer has reported a repair and then progressesthrough the stages of the job until it is complete. Ouroffice based staff can monitor all of these the stagesand provide real-time information to the customer.

The PDA'S also:

• Improve communication

• Provide easy access to information

• Reduce costs

• Simplify usage

• Enhance budgetary controls

people l ike you are an integral part of our business

The recent installation of vehicle trackers to our fleet of vehicles has increased our capability to perform at the highest level.

Our innovative IT solution has meant that our trackingsystem “Global Live” is linked to our in house softwaresystem “Vixensoft” enabling our call centre staff tolocate an operative via Global Live and pinpoint his position on a map of the area, the call will then be sent automatically to the operatives PDA.

This integration of systems has lead to major advancements in our service delivery, especially in geographically challenging areas.

CD_Integral_12p_Folder 2012_CD_Integral_12p_Folder_COLL 26/04/2012 16:20 Page 11

If you have any questions for us at Integral there are a variety of ways you can get in touch with us.

Information in answer to your questions may be found on ourwebsite at www.integral.co.uk or www.integralhousing.co.uk.

You can contact our Customer Liaison Team viayourviews@ integral.co.uk

Contact us via Free phone 0800 183 3949or 0330 123 9019 for mobile phone users, charged at local rates

Or write to us at:

Integral UK Ltd720 Birchwood BoulevardBirchwoodWarringtonCheshireWA3 7QY

Your questions