We are celebrating a national win for heating services excellence

We are celebrating a significant national win after one of our teams was named Heating Team of the Year at the prestigious ASCP Awards 2025, held last Thursday in Newport, Wales.  

The award recognises the team’s exceptional work in delivering safe, efficient and innovative heating services across our homes.  It’s a major endorsement of our commitment to compliance, resident satisfaction and continuous improvement.  

“We’re absolutely thrilled to have been recognised with this award,” said Phil Trickett, our Head of Heating Compliance.  “It’s a testament to the hard work, collaboration and innovation of our heating team and their constant drive to deliver a safe and high quality service for our customers.”  

The team impressed judges with our strategic use of digital technology and intelligent auditing to enhance compliance and customer experience.  These include:  

• A new internal auditing function using the Corgi Technical Auditing Solution, enabling smarter, data led oversight of gas safety; 
• The roll out of Voicescape technology, which cut no access rates for gas appointments from 31 per cent to 17 percent; 
• Real time resident updates through the ‘Operative on Way’ platform, improving communication and reducing missed visits.  

These innovations have not only improved operational efficiency and reduced costs, they also support a more resident centric approach to service delivery.  

The statistics confirm the operational benefits, as follows:  

• A 96.2 per cent customer satisfaction rate for gas servicing; 

• A 99.38 per cent Right First Time KPI; 

• More than 38,900 gas safety checks annually.  

The introduction of four dedicated internal auditors has also helped upskill engineers, close knowledge gaps and embed a culture of quality and compliance across the business.  

“What sets us apart is how we combine innovation with care,” added Phil.  “From audit intelligence to customer communications, every decision is shaped by our goal to improve lives and keep residents safe.”  

The award reaffirms our position as a leader in safety, compliance and customer focused service with the social housing sector.  

Phil concluded: “Our strategic initiatives are not just about compliance, they are about transforming our organisation, fostering a culture of continuous improvement and providing an even better service for our customers.  We are so thrilled to have been commended for setting new benchmarks for safety in the housing sector and for our sustained commitment to the wellbeing of both colleagues and the communities we serve.”  

The Association of Safety and Compliance Professionals has been the voice of safety and compliance in the social housing sector since 2010 with more than 1000 members and is the leading community for safely managing social housing assets and wider facilities management.   

Photo caption : Colleagues at the ASCP 2025 awards