Delivering a personal service
When MacBrookGas started to insulate properties under the Green Homes Grant LAD 1B scheme for Broadland District Council, they didn’t expect to encounter such a variety of homes.
Over a four month period, we installed Cavity Wall Insulation works in 12 properties. Customer satisfaction was so high that the programme was extended to cover more properties.
But we couldn’t have predicted how different each property (and each resident) would be!
Before our Installation Team arrived on site, our Retrofit Coordinator met with each resident to explain the installation process, answer any questions and agree suitable arrangements for access and/or work timings. Back in the office, he oversaw the production of survey reports and the setting out of work requirements.
Each property was unique and required us to create a bespoke solution. On average, the installed cavity wall insulation enabled us to achieve a U Value of 0.033 W/m2K for a not less than 50mm cavity width, using Thermabead carbon saver insulation material holding a British Bureau of Assessment certificate.
But it wasn’t just the insultation that differed. In the case of one family, getting four kids off to school was stressful enough each morning with our installers getting in the way. We happily flexed our start time to ensure that they could get the school run finished before we arrived.
Because we ensure that our Retrofit Coordinators undergo continuous training, they are able to reflect current standards and working practices as well as making sure each property is fit to pass our rigorous post-installation quality review. We pride ourselves on keeping each resident/homeowner up-to-date with regular progress reports, as well as providing essential documentation (including warranties and guarantees).
In line with our commitment to leaving each property as we find it, our Coordinator visits each home to conduct a ‘closing’ inspection. They confirm that any unavoidable damage had been made good and that items that needed to be moved have been put back in place.
Client feedback: “The works for this contract were completed on time and with no variation from the agreed pricing.”
We say: “We treat every resident as an individual. We minimise mess and disruption, work as quickly as possible and simply leave you with a more energy efficient home.”