Dunelm Property Services, the specialist arm of Esh Group which maintains, refurbishes and constructs social housing in the North East, has achieved a 16 fold increase in its staffing levels in just two years.

Driven by its unique approach to Customer Care, the Company is renowned for the sensitive and professional manner with which it refurbishes existing social housing stock and the efficiency with which it builds new.

Managing Director, David Halfacre, said;

‘We have doubled our turnover in the last twelve months and have achieved a 16-fold increase in employment in the past two years.   The pillar of our whole business is our rigorous Customer Care policy which guarantees the highest standards of workmanship and service to our clients and, by implication, to their residents and tenants.

Led by Business Development Manager, Heather Newell, the Dunelm Property Services’ Customer Care Policy is not only implemented by the dedicated Customer Care team but also fully adopted by all employees at all sites throughout the region.

David Vasey, Head of Business Development at Tristar Homes Ltd, explains;

‘The partnership with contractors including Dunelm Property Services has been integral to undertaking a programme of capital works valued at over £100 million over a seven-year period. We were extremely careful in our choice of contractors - the lengthy selection process not only looked at price but a host of other factors including care of the residents during refurbishment works, keeping promises, quality, experience, commitment, supply chain management and local employment and training records.

‘The first deadline of the partnership is to deliver works by March 2004 valued at around £20 million. We are on track for the partnership to complete this first target successfully.

‘As for Dunelm Property Services - it’s a delight to work with such a progressive, customer-oriented company which is also locally based.’

Adrian Smyth, Development Manager at Enterprise 5 Housing Association commented,

‘Our experience of Dunelm Property Services to date puts them as leaders in Customer Care’.

David Halfacre summed up;

‘It is very rewarding for both myself and the whole of the Dunelm Property Services team to receive the dozens of thank you notes, cards and letters from residents commenting on our workmanship and service.  I am delighted - it shows this is not just a company initiative, but the culture with which we operate.’