Partnering has been part of our culture since the 1990s. By nurturing strong, open and transparent relationships, making collaboration and shared values the foundation of every project, and continually learning and improving our performance, we achieve best value for our clients. Although we are a national contractor, we deliver our projects locally though local company offices, with each client receiving individual attention from the local managing director.
Caring for our customers
When we develop and construct homes for the housing market, we put robust processes in place to govern and monitor the performance of external sales agents who operate on our behalf.
We measure our through client satisfaction scores at both pre-construction and post-construction phases of the project. In 2013 our Capital Works division achieved an average customer satisfaction rating of 86% across all projects.
Post-occupancy evaluation surveys have been done on major projects completed since January 2009, incorporating both occupant feedback and building performance analysis.
Client satisfaction is also a key measure for our repairs and maintenance business, Willmott Dixon partnerships. Every branch measures client satisfaction around 12 key indicators.
Stretching 10 Point Sustainability Criteria
Our ten point sustainable project criteria (10PSPC) gives us a way to encourage continual improvement in our Capital Works schemes against a range of social, economic and environmental sustainability measurements. Every year the criteria become more challenging. Sustainable development on site is incentivised: a proportion of each employee's bonus is related to achievements in the 10PSPC.