Social Housing

Case Study – City of Edinburgh Council

Case Study – Central Heating Installation Contract

An example of the service levels we are able to provide for clients and their residents


City of Edinburgh Council

Contract Name

Installation of Domestic Heating Term Contract Framework

Contract Start Date


Contract Length

4 years

Contract Value

Approx £950,000 per annum


800 heating installations in social housing properties

Services Provided

Management, Design and Installation of A Rated High Efficiency Condensing System Boilers, Radiators, Cylinders and Heating Controls; Tenant’s Choice of Heating - Gas of Electric – with the installation of an Electric / Gas Focal Point Fire and Choice of Surround.  Site welfare facilities were provided for employees and clients


Prior to contract start on site, all engineers attended induction training for pre-contract mobilisation covering Health and Safety CDM regulations; site rules; details of client specification; quality; customer care standards; performance monitoring and individual responsibilities 


Installations were completed within one working day, with the properties protected by dust sheets during the works and all waste removed from the property that same day

Supporting Trades

Electricians, Builders, Joiners, Labourers – all directly employed labour


All operatives were provided with liveried company vehicles and appropriate tools and PPE equipment.  All heating engineers were Gas Safe Registered and all employees have passed Disclosure Scotland checks before being given access to customers’ homes.  Employees prominently displayed Company ID at all times

Enabling Works

Removal of existing heating, including back boiler units, fireplaces and surrounds and bricking/venting fireplace catchment areas; installing a focal point fire; providing a chimney terminal on completion; vertical flue terminals; plaster patching and harling; lifting and relaying flooring; boxing in pipework and forming cupboards where necessary

Customer Handover

Systems were commissioned in accordance with the manufacturer’s instructions, with customers provided with a demonstration of the most efficient use of the system

Quality Audits with Zero Defects on Handover

100% of installed systems with all installations post-inspected by the Contract Supervisor

Customer Satisfaction

Averaged 98% throughout the contract

“I am very happy with the work which was done and the men wouldn't do enough for me.  They tidied up after themselves, very good workers and very helpful.  Thank You”

Mrs Scott, EH15

“I am very pleased with the work carried out. I was told about everything that would take place. The contractor was very good and attentive. Excellent workmanship. Very good workers from start to finish. Overall the work carried out was excellent.”

Mr Morrison, EH4

The workmen who came to my mother’s house were grafters. Always polite & cleaned up before leaving.  Could not fault them in any way.”

Mrs Enwood, EH4

Emergency Breakdowns

These were responded to in under 2 hours by our standby engineers who were equipped with manufacturers’ hospital kits which enabled them to repair boilers under guarantee.  Engineers were included on a Standby Rota and were supported by a Duty Manager

Number of Employees working directly on the contract

15 including 1 Apprentices and 2 Adult Trainees

Client Relationship

We enjoyed an excellent relationship with City of Edinburgh Council which was forged through strong communication links, adherence to the programme, cost control, the provision of high quality installations and exemplary customer care.  Our work on this contract played an important in the Council attaining the Scottish Housing Quality Standard (SHQS) for these properties

Community Benefits

We achieved some significant gains for the local communities including:

Further Information

Please contact Andrew Stirling, Business Development Manager, Gas Call Services at:

t:      0141 766 3333


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