Our Customers

Our Customers

Bilby’s commitment to operational excellence and customer service has enabled it to grow quickly with the group now accessing over 300,000 properties in London and the South East. These include 100,000 properties for a range of South East housing associations and large-scale organisations, Bilby also has a significant stronghold in the London area where the Group services 14 out of the 33 London Boroughs totally over 200,000 dwellings.

Case Study

Hackney Council

The Group was formed in 2015 with a strategy to acquire businesses in the gas, electrical and general building services sectors to meet the continued demand for high quality improvement and maintenance services in public sector housing.

Formed in 1964 from the separate municipal boroughs of Hackney, Shoreditch and Stoke Newington, the Borough of Hackney is home to over 250,000 people, a rich diversity of cultures and communities.

Purdy’s major 5 year contract for Hackney Council, with a potential further 4 year extension and additional planned works, is a key example of Purdy’s significant expansion and diversification into complementary work streams. The contract is for the provision of Responsive General Building Repairs and Maintenance and is a natural strategic extension to Purdy’s core business activities of Mechanical and Electrical Services, mostly provided under similar Responsive Repair term contracts.

On award the Council estimated this reactive contract’s value likely to be between £4m to £6m in annual turnover and two years in, Purdy’s annual works appointments continue to grow in line with these expectations.

Working primarily within low, mid and high-rise London Tower Blocks of Flats, the type of works our Operatives cover under this extensive contract includes:

  • Reactive and Planned General Building Works
  • Asbestos Removals
  • Brickwork Repairs and Cleaning
  • General Cleaning and Clearance Works
  • Concrete Repairs and Replacements including Lintels and Sills
  • Drainage Inspections and Renewals
  • Excavation and Earthworks
  • External Works including Fencing, Glazing, Metalwork’s, Scaffolding
  • Internal and External Decorations
  • Void Works
  • Plumbing
  • Roofing
  • Water Mains and Tanks Reactive Maintenance
  • Window and Door Renewals and Replacements
  • Woodwork Repairs
  • Ventilation Equipment Installations and Repairs

The contract also included a very substantial Transfer of Undertakings (Protection of Employment) (TUPE) transfer of existing staff from the previous contractor to Purdy, alongside our new office and depot setup, all successfully achieved for Hackney during the short mobilisation timescale and with a smooth service transfer for Hackney’s Residents.

Increasing customer satisfaction: Figures from Hackney’s Annual Residents Report for 2016/17 for all their repair services show a continued improvement with 85.12% in 2016/17 of Residents satisfied with the quality of their repairs work, rising from 83.44% in 2015/16 and 92.24% of all repairs completed within target time.

Purdy’s award winning ‘Purdy Futures’ Apprenticeship programme is again playing a leading role in the delivery of our new service for Hackney, as well as our employment of local small suppliers – all part of our commitment to work together with Hackney Council to deliver a lasting economic as well as a better housing legacy in Hackney’s local estates.