We Improve - CarillionAmey

Five
Issue 03
Meet the CarillionAmey Senior Management Team
Edinburgh Castle
We Deliver | We Take Ownership | We Improve | We Achieve Together
May 2015
Army insight day
Welcome
Daniel Easthope, Managing
Director, CarillionAmey
The past 5 months have seen enormous change in both National Housing Prime
(NHP) and the Regional Prime (RP) contracts; our company is undergoing a
major transformation in order to deliver these new contracts. This has brought
with it challenges, a few that we could have foreseen, others not.
We know that our service hasn’t been good enough for some of our customers and we are
working hard to make the necessary improvements.
There have been some good news stories, the transfer of the housing allocations service to our
Helpdesk being one. Our first housing project in Scotland has received praise from client and
customer alike and we are starting to see more and more compliments from our customers.
We are being well supported by our client, DIO. Together, we are building a stronger
partnership and a greater understanding of the distinct roles we play in supporting our Armed
Forces and their families.
However, there is still more to do before we can deliver all the contracts in line with the
requirement. The implementation of our new IT programme remains a challenge, but we are
working hard to get it sorted and have drafted in some senior IT people to deliver the solution.
We’ve turned the corner and with the support of our Supply Chain partners are starting to see
change for the better. In housing, our major drive to transfer, recruit and train staff is complete
enabling us to start providing a more consistent service. Our people in Regional Primes South
East, South West and Central are almost through the transition period, having been through
this difficult phase of uncertainty, whilst, to their credit, continuing to dig deep and keep on
delivering.
We Deliver | We Take Ownership | We Improve | We Achieve Together
An Insight into the Role of
an Army Reserve
CarillionAmey (CA) recognise how important the
role of a Reserve is in providing support to the
Regular Forces, and have committed to support the
recruitment of sixty five of our staff into the Reserves
by the end of 2015.
Sarah Hemmings, an HR Administrator in our Regional Prime
Contract had heard from one of our current reservists, Iain
Ballantyne (an RAF Reservist) about an Army Reserve Insight Day
and was keen to give it a go.
“The day was a really good insight into the role
Sarah’s day began with an overview of what Army Reserves
of an Army Reserve and I definitely want to look
do, followed by a problem solving session. She then took part
into other areas of the Forces. CarillionAmey
in a simulator exercise where she was able to experience what
were really supportive in allowing me to attend”.
it would be like if the vehicle she was travelling in overturned
into a ditch. A computerised shooting exercise was planned for
the afternoon and Sarah was surprised to find that she was pretty good at hitting the target! To end the day,
everyone was given the opportunity to ‘wear’ some of the heavy equipment that Reserves need to carry.
The Show Must Go On!
CA’s Facebook site receives lots of messages everyday, but one message really
caught the attention of CA’s Social Media Manager, Laura Westhead.
So much change and still so much to do to keep these very important services working. I’m
not the only person who is impressed by our people and their resilience and ‘can do’ attitude. I
know that you are the backbone of this company and with your support and determination we
will deliver these contracts successfully. Thank you.
Laura said:
“A message came in from Nikki Fielding-Black, a
member of the Waddington Military Wives Choir who
were due to attend a competition the following day.
Their portable PA system needed PAT testing and
she was struggling to find someone who could help
at such short notice. There was a real possibility that
they would have to withdraw from the event”.
Nikki was over the moon and
said:
“I had tried a few numbers
around the Station and just got
passed onto the next person, I
also phoned a couple of civilian
numbers but given that we are
a registered charity the cost
involved was out of our league.
That’s when I came to you guys.
We entered a music festival
later that day and received an
excellent grade and came second.
Without your help we couldn’t
have entered as we needed our
equipment.
Thanks a million”.
Laura (assisted by our Central housing team) contacted CA’s supply chain partner at Waddington,
CLC Group Ltd., and Sam Tooby, Ops Support Manager, agreed to arrange for the Portable
Appliance Testing (PAT) to be carried out the next day.
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We Achieve Together
We Deliver | We Take Ownership | We Improve | We Achieve Together
Meet the CarillionAmey Senior Management Team
John Jago Operations Director RP
John’s career has come full circle, working alongside the military that he, too, used to
belong to. After graduating he spent 5 years of military service as an Army Officer with the
Queens Royal Hussars. Army service was followed by 18 years of roles within the Property
Services sector working for a number of different organisations. For the past 8 years he
has been with Carillion, working predominantly in Facilities Management and Property
Service. Outside of work, he enjoys spending family time with his wife Becks and two
teenage children and playing club Tennis whenever he can.
Alan Rodger Operations Director RPSNI
Alan’s background is in civil engineering and major projects. He followed a
traditional engineer/project management route and has worked on the MOD estate
a number of times on capital and maintenance works. Alan spent 12 months on
the previous RPC contract supporting the operational delivery before taking up
the role of Operations Director, Scotland & Northern Ireland in May 2014. Alan has
7 year old twin daughters so it’s tutus and Disney princesses all the way! He also
enjoys all kinds of sport, especially football, golf and horse racing.
Stephen Barnes Operations Director RPSW
Stephen has had two careers, a past life wearing a green uniform for
22 years followed by his transition into civilian life where he started in a
small Facilities Management company call Citex that was acquired by
Carillion in 2001. Stephen has worked as Account Lead for a number
of public and private customers in Government, Utility, Telecon, Media
and Financing businesses. In October 2014 he came to work for CA
supporting the mobilisation of Regional Prime South East. Stephen
spends as much time as he can with his 3 year old son but he can also
be found off shore near Poole Harbour on his supercharged Jet Ski
(which he claims frightens the life out of him!).
Dominic Keigher Operations Director RPSE
Dominic is a Civil Engineer by background, with 18 years
service in Carillion on a series of civil engineering projects,
building projects, bids and infrastructure services. During this
time, Dominic worked in five Joint Ventures before joining
CarillionAmey in 2014 to prepare for the mobilisation of Regional
Prime South East. In his spare time, Dominic likes to spend time
with his three sons who are aged from 2 to 7 years old. He also
coaches a local football team.
Stuart Jones Communications and Customer Service Director
Stuart joined the previous RPC contract in 2007 as part of the HR and Training team,
during which time the company supported him in completing his Master’s degree. He
then moved into Carillion, undertaking a number of roles before becoming Head of
Customer Services in MHS in 2012. He was promoted to CA Customer Service and
Communications Director. Stuart loves both rock and ice climbing , particularly in the
mountains. He enjoys road cycling, fell running and keeping fit particularly in Snowdonia,
the Lakes or the Highlands or simply walking in the hills nearer to home with his fiancée
Emilie (they are getting married this Summer).
Michael Burgess Human Resources Director
Michael joined CarillionAmey in March 2015 as Human Resources Director. His
background is exclusively contracting and logistics working across a wide product range
of services. He is a specialist on the Acquired Rights Directive (TUPE) and enjoys regular
contact with major trade unions and Government think tanks on employment matters.
During his recreation time he is an experienced runner, competing across a wide variety of
distances and terrains. His favourite environment is fell running and he is a member of the
Bob Graham Club but can be found in any number of road and off road races nationally.
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Daniel Easthope
Managing Director
Daniel started work at 16 years
old as a trainee Quantity Surveyor
and joined Carillion 20 years ago,
reaching the position of Commercial
Director in Construction before
moving into a Carillion Hard Facilities
Management business spending 2
years as a Sector Director. Daniel
joined MHS in 2011 and was part of
the NGEC bid team before becoming
Managing Director of CarillionAmey in
2013. Outside of work, Daniel enjoys
following football and rugby,spending
time with family and friends and
relaxing on holiday.
Jerry Moloney Operations Director RP
Jerry began his career as an Apprentice Electrician, qualifying almost 30 years ago.
He worked for a major contractor on large new build construction projects in London,
being given the opportunity to work in a number of departments before going on
to manage the Electrical Infrastructure at Canary Wharf. Jerry moved into Facilities
Management before taking up the role of Operations Director within Regional Prime
Central in 2006. Jerry has two daughters and enjoys socialising with family and
friends, keeping fit and squeezing in at least two cruise holidays a year.
Phil Wharton Interim Chief Information Officer
Phil has a wealth of complex, large-scale IT service and programme delivery
experience, most recently having worked with Jaguar Land Rover as Director IT
Services delivering multiple transformational programmes, including the delivery of IT
services to a global JV between Jaguar Land Rover and Chery Automotive in China.
Peter Franklin HSEQ Director
Peter’s career began as an Apprentice Toolmaker before moving into
Quality Management within a manufacturing environment at the age
of 21. He ventured into the Rail, Civils and Chemical Industries before
arriving at Carillion 13 years ago as Professional Head of Health and
Safety at Carillion Rail. From there he moved onto a Group Investigation
role, before becoming Professional Head of Health and Safety for
Carillion Services. He joined CA in January 2015 as Health, Safety,
Environment and Quality (HSEQ) Director. Peter enjoys a little gardening,
entertaining friends, spending time with his children and playing the odd
round of golf.
Tom Lee Commercial Director
Tom began his career at Trent Polytechnic before working for
the London Borough of Ealing as a trainee Quantity Survey.
From here he spent time working for Costain, Allenbuild and
Connaught before joining Carillion 5 years ago in 2010. When
he is not at work he enjoys spending time with his family,
walking and renovating his new home.
Dave Trotter Operations Director NHP
Dave began his career as a Site Engineer for Skanska, working on the construction
of the Hyatt Hotel in Birmingham. He joined Amey in 1993 as a Supervisor before
progressing to management positions with responsibility for water, gas and telecoms
work and then moving onto local authority grounds maintenance and domestic gas
contracts in 2001. Dave moved onto highways and rail and was responsible for local
authority and highways agency maintenance contracts throughout the UK. In 2010
Dave joined the MHS contract, initially responsible for Core Service Delivery, before
moving into the role of Operations Director. In his spare time he enjoys socialising, going
to the gym, mountain biking and playing hockey, in goal, for Stafford 4th Team.
Kevin Dewhurst Finance Director
Kevin started in the electricity industry as a trainee, undertaking a variety of roles before
moving into Finance around the time of privatisation. He spent a number of years travelling
overseas before returning to the UK to focus on economic regulation in both the water and
electricity sectors. A Senior Finance role within a multi-utility company became available
which was followed by a move from a regulated environment to contracting. Kevin joined
MHS in 2011 as Finance Director. Kevin enjoys football, be it playing, coaching, managing
or watching, combined with an occasional visit to the gym.
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We Improve
We Deliver | We Take Ownership | We Improve | We Achieve Together
Initial Impressions of the New Regional Prime Contracts
The Regional Prime contracts in the South East, Central and South West went live on 1st February 2015 and we’ve collected some of the feedback that has been received from the Heads of
Establishment and their representatives in the Central and South West regions.
What do you think of the Helpdesk Performance?
‘The decision to maintain a local Helpdesk on
contract change was without doubt the right
one. It was immediately evident on contract
change and prior to contract change that the
CA staff were extremely inexperienced and
there were lengthy delays on the call answering
times. However, due to the speed at which CA
improved, Coningsby transferred to the CA
Helpdesk two months early and every day the
Helpdesk continues to improve and wait times
have reduced significantly.’
Sqn Ldr Nikki J Duncan, RAF Coningsby
‘Not impressed with the Helpdesk, in particular
the asset list doesn’t appear to be married to the
business needs. This is of particular interest on
our site because we have Major Accident Control
Regulations. Things are starting to improve but
not at the pace I’d like to see. It would be hugely
beneficial if the individuals at the Helpdesk
understood the unique nature of our site’.
Mark Champion DE & S, Gosport
‘Very shaky start but definite improvement seen.
Need better clarity / understanding on ‘Service
Priorities’ and Response Categories but that is
more training for those reporting the defects.
Need to understand what is happening with the
e-mail method of reporting. Currently we do not
recommend anyone uses the e-mail reporting
system as there appears to be no confidence of it
being either read or responded to’.
Commander Sophie Shaughnessy, HMS
Sultan
‘I have asked around and at the moment we have
nothing negative to say. Work services are being
actioned in a timely manner and the Helpdesk
seems to be on an even keel now’.
Capt Shaun Bennion, QM (T), Prince William
of Gloucester Barracks
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CA Operations Directors’ and Helpdesk
Manager’s Responses
Helpdesk performance is improving after a
difficult start. This was caused by a number of
factors: A bow wave of calls and emails from
End Users reporting 100s of jobs that had
been saved up from the previous contract.
Inaccurate asset information and the difference
between the official titles for sites and the local
lingo used. New Helpdesk advisors knowledge
- no amount of preparation can beat on the
job training. However, things are improving at
pace, calls are now being answered in under
30 seconds. Email response is now within 4
working days with the dedicated team’s aim
to bring this down to 48 hours (albeit not a
contractual requirement). There are still issues
with the intermittent automated response for
which we are seeking a permanent solution.
To improve site knowledge and End User
understanding the Helpdesk Manager is
planning a series of site familiarisation visits.
How was the initial transition from the old contract to the new?
‘Transition went ok and Cranwell seemed
to do well on the response side of life.
The CA site team have been pretty good
throughout the process. The main factor
was not enough IT being provided to
allow the CA team here to do their jobs’.
Wing Cdr Emma Middleton,
RAFC Cranwell
‘Painful. The time it took to pull through
the legacy defects meant your credibility
and reputation suffered from the word
go. If you had put in place a means
to get the legacy work completed
whilst the initial transition was taking
place it would have set a very positive
statement of intent. Instead we had a
month of ‘paralysis’ whilst IT/Helpdesk/
staff uncertainty got in the way of any
meaningful work being done. The IT
saga continues to blight real progress.’
Commander Sophie Shaughnessy,
HMS Sultan
CA Operations Directors’ Responses
Our IT challenges are well known. In Central it was judged
that the best medium term solution was to continue to
use the CE legacy system. In terms of ensuring continuity
and statutory assurance this has been a great success.
However we know it is sub optimal, clunky and causes
frustration and are grateful for End Users patience. It is
envisaged that the enduring IT solution will be rolled out in
the late summer.
In the South West there were over 2,300 legacy tasks
transferred to CA at In Service Date. We had to agree
the approach to cost and completion of the tasks with
DIO before proceeding. Once agreed, our Supply Chain
partners started to complete the tasks under £500 and
provide quotes for those over £500. Could this have been
completed quicker and more effectively, maybe. However,
our focus and priority was to ensure that the estate was
statutory compliant before redirecting resources away to
undertake the legacy tasks. On a positive note 82% of all
legacy tasks under £500 have been completed and 32%
of the works over £500 that required quotes have been
completed.
What about our people, how have they behaved?
‘Our Site Manager is excellent and an extremely
valuable asset. He has a ‘can do’ approach to
everything despite all that has gone on. This is
most commendable’.
OC BSS, RAF Scampton
‘As my main ‘point of contact’ hasn’t changed
our relationship remains as positive as it was
pre NGEC. I cannot praise highly enough his
co-operation and commitment to ensuring the
Scampton Estate is managed in the best possible
manner’.
Flt Sgt Buzz Matthews, RAF Scampton
CA Operations Directors’ Responses
The importance of personal responsibility
and ownership cannot be over- stressed.
During our inductions we impressed upon
our incoming staff how essential it was that
each individual recognised that they were
crucial in ensuring that the estate remained
safe and compliant. Despite some of the early
challenges in rolling out such a significant
mobilisation, our staff on the ground have
acted as great ambassadors for CA in the early
days.
‘My delivery manager, my main ‘point of contact’,
I can’t fault him, he is doing the best he can
to ensure the site is well run. The systems and
processes are the things that are letting him down’.
Mark Champion DE & S, Gosport
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We Deliver
We Deliver | We Take Ownership | We Improve | We Achieve Together
Looking after the MOD’s
Green and Pleasant Land
Trying to keep on top of an average sized garden can be a challenge in itself, but
imagine the task of managing grounds that span the length and breadth of the UK!
CarillionAmey deliver all aspects of Grounds Maintenance to in excess of 400 establishments and around 49,000 Service family homes in the UK, including grass cutting, sports field and
open space maintenance, airfield maintenance, tree felling, snow and ice clearance and even pest control! All Grounds Maintenance operatives undergo security vetting and are cleared to
the appropriate security level.
CarillionAmey are supported by three supply chain partners:
ISS Facility Services Landscaping (ISS)
ISS are used to delivering grounds services within an MOD environment, having been approved providers in
the previous Housing contract since 2008 and the Scottish Prime contract since 2003. With the successful
award of the new National Housing Prime (NHP) contract and the four Regional Prime contracts, ISS have
probably secured the UK’s largest grounds maintenance contract award ever, having been awarded the new
NHP contract and the four Regional Prime contracts.
Assist Facilities Services
Assist are responsible for the delivery of grounds services to military families and MOD estates across the North
West of England and North Wales. They are committed to providing innovative service solutions and have
recently taken delivery of two Ransome Spider Mowers which are based at RAF Valley to undertake bank and
sloping mowing.
Clive Richardson’s Ltd
Providing a total grounds services to MOD bases and Service Family Homes in Northern Ireland, Clive
Richardson’s Ltd are based in Co Armagh and have a dedicated team of employees to include Civil Engineers,
Quantity Surveyors, Contract Managers, Quality, Environmental and Health and Safety personnel, in addition to
their core site staff.
Did you know ....
The CarillionAmey Grounds Maintenance team are responsible for:
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30,030 hectares of MOD amenity land
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8,400 hectares of forestry
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300,000 trees
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9,000 (average) front and back gardens of Void (empty) Service Family Homes
each month
Sites of Special Scientific Interest (SSSI)
SSSIs (or ASSIs in Northern Ireland) are the UK’s very best wildlife and geological sites and are protected
under the Wildlife and Countryside Act 1981 in England and Wales, under the Nature Conservation (Scotland)
Act 2004 in Scotland and the Wildlife (Northern Ireland) Order 1984 in Northern Ireland. They cover a range
of important wildlife habitats and species from wetlands and rivers, to remote Moorland and peat bogs, to
flower-rich meadows, to exposed cliffs and shingle beaches.
CarillionAmey are responsible for forty three SSSIs in the UK. Once a SSSI/ASSI has been indentified, the
CA Sustainability team help the local site team to create an overarching management plan, known as the
Integrated Rural Management Plan that sets out how the site will be managed over the life of the contract. The
Grounds Maintenance team then get on with managing the area in accordance with the regulations.
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Working Together to Achieve Results
Working alongside CarillionAmey, ISS Facility Services Landscaping have been involved with a number of
community projects:
Vauxhall Barracks
The Cut Flowers Project
Northwood Headquarters
New Gardening Area for Local
School
RMB Chivenor
Creating a Lasting Legacy
The completion of a Tri-Service
Memorial Garden Project at
the Royal Marine Barracks in
Chivenor, North Devon.
The Installation of raised beds with
compost to enable military wives
and children to grow and maintain
a cut flower garden (featured on
BBC Gardeners’ World)
Renovation of a disused plot to
create a new gardening area for
children
Improving Service Delivery
Our Small Medium Enterprises (SMEs) have invested significantly in new plant and equipment to ensure we are
fully equipped and technically able to meet all aspects of contract specification.
Ransome Spiders at RAF Valley
New fleet of mowers arrive in Northern Ireland
Transformation of Shop Fronts at RAF Marham
A recent project delivered by CarillionAmey in conjunction with ISS
Landscaping, has transformed the frontage of the local shops at RAF Marham
Everyone involved in the project has been fantastic,
professional and shows what can be done to support units
such as RAF Marham. Working closely with the CA team
here is a pleasure and a prime example of what can and
should be done.
FS Terry Norman
SCSO, CSF
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We Achieve Together
We Deliver | We Take Ownership | We Improve | We Achieve Together
CarillionAmey Recognised in Carillion Services
Managing Director’s Award 2014
The Carillion Services Managing Director’s Award recognises people and teams who continue to deliver high standards for our
people and clients. Last year’s awards attracted a large number of submissions from across the whole of the Carillion business
and we are delighted to announce that CarillionAmey has been successful in four categories.
• Winner - Environmental Sustainability Category
Working with the Defence Infrastructure Organisation (DIO), the CA team utilised innovative funding options to produce impressive carbon and financial
savings for occupants in military housing by improving insulation in the properties.
• Winner – Values Hero Awards
In association with DIO and the Army, Chris Trivett, Area Tree & Woodland Officer, developed a project involving the removal of several thousand tonnes
of timber, generating £45,000 from the sale of extracted timber, and a cash injection for DIO projects of £100,000.
• Highly Commended – Economic Sustainability
Awarded for assisting DIO in reducing the Regional Prime Contract estate energy use. The CA team undertook research in leading edge technology
to provide solutions to fit all sites across the contract. Through the Utilities led Energy Working Group, industry partners of all the Primes shared
information on studies, products, projects and benefit tracking. The CA Energy team were proactive members of this group.
• Highly Commended – Best Practice
Awarded for the production of a health and safety short film titled ‘It could be you’ following a tragic incident at MOD Stafford. The film communicates
why having health and safety processes is so important and explores the experiences that the CA management team went through whilst the incident
was being investigated by the client and HSE.
It is fantastic for our business, and more importantly our people, to be recognised for some of the excellent work that we do. No doubt we will have some
cracking submissions to make again this year to ensure our profile remains strong! Well done to all who have supported.
Daniel Easthope, Managing
Director, CarillionAmey
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We Deliver | We Take Ownership | We Improve | We Achieve Together
Communications Champions
What is a Communications Champion?
You will be part of a network of employees who act as
representatives for their fellow employees. You’ll have a
genuine desire for excellent communication.
A New Challenge
Being a communication champion is a great way
of learning new skills that benefit your current role.
You’ll be able to network across CA and gain a
better understanding of the whole business, not
just your area.
Helping to make a Difference
All the champions will meet with the Managing Director
(MD) on a quarterly basis, to discuss communication
within CA and the wider Defence, Carillion and Amey
worlds. You’ll have a great insight into the ‘bigger picture’
which you can then share with their colleagues. You’ll be
able to provide the MD with a clear understanding of what
communication is like on the ground, on a daily basis.
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What is a Communication Champion’s Role?
You’ll be essential in keeping the communications team up
to speed on newsworthy stories taking place in your area.
You’ll make sure that your colleagues have all the essential
communications information they need, where to access
it and you’ll keep the business informed on what people
think about the business and company issues.
A Chance to Be Heard
As a Communications Champion you’ll participate in
regular conference calls with members of the
Communications team. This is a great opportunity to
identify potential stories and events for internal and external
publications, and to highlight any recent communications
that worked and others that didn’t work quite so well.
Who is my Communications Champion?
In the National Housing Prime our Champions are:
South East – Helen Boyd
South West – Luke Curtis
North and West – Ann Leonard
Scotland & Northern Ireland – Sylvia Muir
We are still recruiting for the Regional Prime Contracts
so please get in touch with the Communications team if
you’d like to be considered.
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We Deliver
We Deliver | We Take Ownership | We Improve | We Achieve Together
Edinburgh Castle
Helping to Preserve our Heritage
We know that CarillionAmey look after major bases for the Royal Navy and Royal Marines, British Army and the Royal Air Force but
you may be surprised to hear that we are also responsible for the maintenance of some of the assets at Edinburgh Castle.
Edinburgh Castle, located in Scotland’s capital city, has sheltered many Scottish monarchs, including Queen Margaret who died in 1093, and Mary Queen of
Scots. The castle stands atop an extinct volcano known as Castle Rock, which is around 340 million years old, which begs the question “Did the people back
then know the rock was volcanic and did they know it was extinct?”
In the 1600s, the castle became a military base. Some buildings were rebuilt and new ones were raised to house a huge garrison - and provide a secure jail
for prisoners of war. Over the last 200 years the castle has become a national icon and is now Scotland’s leading tourist attraction, and a key element of the
Edinburgh World Heritage Site.
Maintenance at the Castle
Edinburgh Castle
Through local supply chain partners, CA manage all aspects of response and planned maintenance at the Castle, which includes the testing of the fire
alarm systems and maintenance of all the kitchen assets. We also manage and deliver any project work that is required, work is currently being developed to
refurbish the Governors’ House/Officers’ Mess Accommodation.
Links with Historic Scotland
CA staff are a common sight at the Castle, sometimes visiting daily. CA also chair a monthly co-ordination meeting which is attended by representatives of Historic
Scotland (HS). The monthly meeting enables CA staff to keep HS updated on all aspects of our work. Since the castle includes listed buildings and is open daily to the general public, it is
vital that any works carried out are done so with minimum disturbance to visiting tourists.
On Show to the World
Edinburgh Castle is host to a number of ceremonial events, including the legendary Military Tattoo, many of which are watched on worldwide TV. CA work hard to make sure that building
maintenance runs smoothly and efficiently during these events, attention to detail is paramount.
David Wright, Delivery Manager, Ronald Leitch, Site
Manager, and Kenneth Boyle, Delivery Manager
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We Take Ownership
We Deliver | We Take Ownership | We Improve | We Achieve Together
More than just a Helpdesk
The CarillionAmey Customer Services Centre is located in Speke, Liverpool, and is the first port of call for customers
at all five of the Defence Infrastructure Organisation (DIO) Next Generation Estate Contracts: Regional Primes
Scotland and Northern Ireland, Central, South East and South West and the National Housing Prime Contract.
Speke
CA’s 180 strong team provide a ‘round the clock’ helpline for customers to report maintenance and repair issues. There is also an Occupancy
Services team responsible for looking after more than 49,000 Service families across the UK,from application for a property to Moving Out of it and all
stages in between. And our customer care team who provide support when thing don’t go as planned.
Paul Gallagher is a member of the
Occupancy Services team who receive
around 900 calls per day
I went to Scotland to see our new
contract there. We had a three day trip
to Lossiemouth, Rosyth and Elgin. It was
really good to see it for myself and to see
how the houses are laid out. We spoke
to the Accommodation Officers who look
after the housing. We try to build up a
picture in our heads but there is nothing
like going out to see the houses for
ourselves.
Joanna Elder, Helpdesk Manager.
Originally our team were responsible for Regional Prime Central, we are now
responsible for the Regional Primes in South West and South East, Scotland and
Northern Ireland and Central (with the addition of the East region). Initially, we were
concerned about this mammoth undertaking, how would we cope with the extra
calls and the knowledge required. We’ve grown from a team of 6 to a team of 30,
taking over 1,000 calls a day, increasing our understanding of the sites and the End
User daily. There have been some challenges, particularly for our inexperienced
agents, but the team has pulled together using the more experienced members
to lead the way. We will continue to strive to improve our service; we know how
important it is for our Service personnel.
Sitting alongside these teams is Mark Davies, Local Customer Service Centre (LCSC) Manager, who manages
CA’s twenty six LCSCs that are located across the National Housing Prime Contract. The centres provide Service
families with an opportunity to drop in and speak to a member of staff face to face if they have any questions or
issues.
The Helpdesk is also home to CA’s Social Media Manager, Laura Westhead, who manages CA’s Twitter and
Facebook sites. CA’s Technical Support Team also share the space and are responsible for managing CA’s
business reporting, management of Gas and Electrical Inspections and making sure the specialist supply chain
carry out the required fire alarm, radon and chimney checks.
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I took it in my stride
Danielle Hill, an Occupancy Service Co-ordinator, joined the CA team
in November after spending ten years as a professional footballer for
Doncaster Rover Belles, having also played in goal for England!
“I only had a few years of playing time left, so began to consider my
next steps. I have a degree in Sports Science and felt I really wanted to
challenge my mind. I received six weeks’ training when I started here:
nine to five, Monday to Friday. It was quite intense but I took it in my
stride.”
Danielle’s role involves looking after families who are moving to the Aldershot area, currently 4 Rifles and the
Scots Guards. She works closely with the local Military Housing Liaison Officer and the local Customer Service
Centre Advisor, who both offer valuable local and army knowledge.
Danielle checks through the applications that families do online having selected their preferred houses. She
looks out for special requirements then puts a requested property on hold.
“Sometimes two or three families are after the same property and they are usually allocated according to who
needs it first. Most families know what they want. I like that – it’s a similar organisational mindset to football. We
keep our promises. If you say you’re going to call back, you do.”
Her job requires a mixture of tenacity and empathy.
“Recently I spoke to a mother concerned about mould in a potential property because her daughter had
severe asthma. I asked the Accommodation Officer to check the house thoroughly and reassure us. I’m
happy to make the extra effort to find the right solution.”
Danielle works one of two daytime shifts which means she is still able to continue as a semi-pro
footballer for Doncaster Rover Belles.
17
We Take Ownership
One
Moment
in
ay
my
D
Neil Atherton, Financial Controller
Luke Smith, Regional Director, South
What is your role?
I’m responsible for the management of the South East and South West regions on the
National Housing Prime (NHP) contract – ensuring the delivery of response maintenance,
Voids, Additional Works and Gas servicing to around 29,000 Service Family homes.
Where are you working from today?
Today I am working from Speke, spending time with CA’s Occupancy Teams and Helpdesk Advisors prior to the
monthly Ops Manager’s meeting with NHP Operations Director, Dave Trotter.
What is on your ‘to do’ list right now?
Improving service delivery is always top of my list! Today that list includes some escalations from our key
stakeholders which make very uncomfortable reading so a lot of my tasks will begin with ‘Update on….’. We were
clear from the start of the contract that we must focus on the task and I am confident that my teams ‘to do’ lists
contain a lot of improvement activities which are well under way.
Who have you talked to today?
I have spoken to Jo Heald, Head of Occupancy Services, about the Army Re-basing Programme that will see all
Units in Germany being relocated back to the UK by 2020. I then met with Will Mc Master, Customer Operations
Manager, and his team about how to improve communication between Speke and the Regional teams. I also
bumped into Jane Williams from the Navy Federation and we had a catch up on all things Navy (I didn’t mention
the new uniform once!)
Fifi Colbron, Local Customer Service
Centre Advisor
What is your role?
I provide a service to all occupants through direct face to face meetings, helping to
raise and chase any repairs to their properties and answering questions related to
housing issues.
Where are you working from today?
Today, as most days, I am working from RAF Cosford but I do travel once a month to
MOD Stafford, Lichfield, Bramcote, Tern Hill and RAF Shawbury, where I hold Outreach
clinics, informal drop-in sessions for local families.
What is on your ‘to do’ list right now?
Firstly, I have to contact the Occupancy Services team on behalf of an occupant who has a rent query. I
then need to liaise with the CA Accommodation Officer and an occupant to arrange a mutually convenient
appointment time to carry out a technical survey – I will also attend so that the occupant knows where I am
should they need any further help. I have some calls to make to contractors on behalf of occupants and I have
a meeting with WO2 Mike Malin MHLO 11 SIGX to discuss any issues that may have arisen.
Who have you talked to today?
Today I have spoken to two Accommodation Officers, the HIVE information Officer, various contractors,
Administrators at my local office, as well as a handful of occupants.
18
We Deliver | We Take Ownership | We Improve | We Achieve Together
What is your role?
I am Financial Controller for CarillionAmey (Housing Prime) Ltd. I look after all financial
aspects of the NHP contract along with Kevin Dewhurst, the Finance Director, and the wider
finance team both here in Wyton and also in Speke and Bamber Bridge.
Where are you working from today?
I’m in RAF Wyton but I’ll be making my merry way up the M6 later on this afternoon to be in Speke in readiness for an
Operations Management team meeting tomorrow morning.
What is on your ‘to do’ list right now?
Like a lot of us in the business right now, my list of items to be completed is quite large! I need to report our financial
position to shareholders and department heads by next Friday, liaise with Regional Commercial and Operational
colleagues to monitor and measure financial performance, oversee the Utilities Management process, pull together
risk and opportunity schedules for all regions, open a new project bank account, fix a nominal issue, roll year end
from Dec-14, deal with any outstanding external and internal audit requests, along with doing the normal day job!
Thankfully I have a great team around me that can lighten the load.
Who have you talked to today?
Well I started the day by speaking to my wife and kids as they set off for work and school respectively. My wife
works at Papworth Hospital as a Radiographer and Thomas and Isabelle attend the local secondary school.
Thomas is in the final few months of GCSEs so he has an even more hectic upcoming schedule than I do!
Here in Wyton I’ve spoken to members of the central finance team and also my counterparts in the Regional Prime
Contracts. I’ve also caught up with DIO colleagues, Dave Trotter, CA Operations Director, and the kind people at
Costa Coffee on site who prepare my lunchtime soup!
Sylvia Muir, Area Delivery Manager,
Scotland
What is your role?
Area Delivery Manager Scotland NHP
Where are you working from today?
Today I am working from our Helensburgh site office which is only fifteen minutes from my
home. It’s a great opportunity to catch up with the team there, and being so close to home,
it reduces my daily commute considerably, so a worthy contribution to CA’s strategic objective
for Reducing Fuel Consumption and I get a lie in!
What is on your ‘to do’ list right now?
This morning I am attending the first quarterly Estate Consultative Meeting with DIO, Her Majesty’s Naval Base
(HMNB) Clyde and Estate Representatives. I then have a consultation meeting with staff planned for later in the
day. Tomorrow is ‘month end’ so I need to review our performance. I then have to take a look at the applications
that have come in for a new Supervisor’s post before finally chasing down IT asset information in order to get our
site staff better access to the systems as an interim measure pending the roll out of the Toughbooks.
Who have you talked to today?
I’ve had a catch up with one of my CA Managers and two of the CA Area Supervisors. I’ve also spoken to the
local DIO SD Housing Estate Manager and members of the supply chain on site.
19
We Improve
We Deliver | We Take Ownership | We Improve | We Achieve Together
We do make a difference to people’s lives
Leslie Peaty is CarillionAmey’s project manager at Lulworth Camp in
Dorset. He has been in charge of refurbishing 35 houses at the site –
part of an ongoing upgrade programme for the Defence Infrastructure
Organisation (DIO).
Between two high ridges of land dotted with yellow gorse, a wedge of blue
sea sparkles in the distance. It’s one of the more idyllic postings for an
Army family – provided you get used to the constant sound of artillery fire.
This is Lulworth Camp, one of three armoured warfare training centres on
the Dorset Coast, where soldiers learn how to operate Challenger 2 tanks
and reconnaissance vehicles.
The Camp has been here since
WWI. In 2013, the Service Family
Accommodation in Lulworth
was targeted for refurbishment.
An ambitious programme has
transformed tired redbrick houses
into smart cream-coloured homes, with a full range of renewable energy
solutions to make them cosy, comfortable and economical to run.
Project manager Leslie Peaty has overseen a rolling programme of
refurbishment, managing 10 sub-contracting firms and up to 70 individuals
at any one time.
All the homes at Lulworth now
have external wall insulation and
solar PV roof panels. Their heating
and hot water is supplied by air
source heat pumps that utilise the
heat from the outside air – helping
to reduce heating bills by up to 75
per cent.
“Providing a service to our
Armed Forces is really good,”
says Leslie. “The units are
always helpful and appreciative.
We do make a difference to
people’s lives.”
“The variety of work
we do is incredible,”
he says. “Since I joined
CarillionAmey seven
years ago I’ve done
over 200 refurbishments
on Service Family
Accommodation. They
have included external
and internal insulation,
kitchens and bathrooms,
and everything from
internal decoration to
road schemes and
parking bays.”
Nicole agrees. She and her
children live in one of the larger
houses on the base, where her
husband is an instructor. “I’ve
told him we’re not moving after
this,” she jokes. “It’s so nice!”
20
Great Service!
Our LCSC Advisor, Clare Hamilton, and the CA team at High Wycombe were
delighted to receive a bunch of flowers and biscuits from a customer for
providing excellent customer service. The customer was due to move to a new
property post her husband’s promotion and she was keen to see some minor
improvements made to the property prior to Move In. Effective collaboration
and communication ensured that the customer was kept up to speed on CA
actions and what was or wasn’t achievable within the scope of the CA contract.
Clare said “It is always a great pleasure to be there for our customers
and help with any queries they have whether big or small. It’s very
motivating knowing they are happy with the customer care provided”.
Plymouth LCSC Advisor, Alex Callister, helped a customer who found water
pouring from a boiler at the front of her property. Alex was alerted by the local
postman and made the short walk from her office to the customer’s home to
make sure she was ok. Alex took her back to the office to make her a cup of
tea and chased up the engineer who arrived within the hour. Later that day Alex
was suprised with a thank you card and a bottle of bubbly.
Alex said “It was a massive surprise and very much appreciated. It’s
always lovely when you can help, and I was glad I was able to put a smile
back on her face”.
Jean Taylor, Occupancy Services Team Manager, received a large bouquet of
flowers and a box of chocolates from a Unit Welfare Officer at Delhi Barracks,
Tidworth, in recognition of all the help and advice that Jean and her team had
given him and his Unit recently.
Jean said “It was a lovely surprise to receive the gifts and so unexpected.
Even though we are only doing our job it felt lovely to be appreciated”.
Hannah Langley, Occupancy Services team member, received a lovely box
of chocolates from a very grateful customer recently. The chocolates were in
recognition of the effort she made when helping to allocate a suitable property
at MOD Corsham.
The customer said “I just wanted to express my thanks for all
your help in trying to smooth our move from Cyprus to MOD
Corsham. Thank you Hannah”.
21
We Achieve Together
We Deliver | We Take Ownership | We Improve | We Achieve Together
CarillionAmey join Forces with SSAFA
CarillionAmey has decided to choose SSAFA (Soldiers, Sailors, Airmen and Families Association)
as the charity it will be supporting over the next five years. SSAFA is the UK’s oldest National
Military charity and continues to provide lifelong support to those who are serving or have ever
served in our Armed Forces in the last 130 years. Their support covers both Regulars and
Reserves in the British Army, the Royal Navy and Royal Air Force and their families, including
anyone who has completed National Service.
.
Making a Difference - Norton Homes
When the family member of a Serving individual receives a call to say their
loved one is seriously ill or wounded, the last thing they want to worry
about is where they’ll be able to stay so they can be near them. SSAFA
Norton Homes, located at Selly Oak near The Queen Elizabeth Hospital in
Birmingham, and at Headley near the Defence Medical Rehabilitation Centre
offer families a safe and comfortable place to stay whilst their family member
receives treatment or rehabilitation.
Not only did CarillionAmey provide a new self contained flat for the Norton
Homes but also we have supported them over the last few years by providing
maintenance services for free by repairing anything from faulty plug sockets to
leaking pipes.
CarillionAmey are always really helpful and we know that if something goes
wrong here at Norton House, we can give them a call and they will do their best
to resolve it for us.
.
.
.
Put the kettle on from 22-28 June and
make a big difference to the lives of our
Forces and their families.
Helen Gibson
Deputy Manager at Norton House, Selly Oak
SSAFA also provide:
99
A Mentoring Service to support wounded, injured and sick soldiers make a successful transition from
the Forces into civilian life.
99
Welfare and Support given by 7,000 volunteers worldwide for people throughout the military
community.
99
Health & Social Care – Doctor’s, nurses midwives and social workers deliver health and community
care for British Forces in Germany and worldwide. Personal support and social work services are
provided at RAF bases throughout the UK and social work support across the world.
99
£250,000 in our sights!
99
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Support Groups for families who have been bereaved, and for families of the wounded, injured and
sick.
Support for the Military Wives Choirs Foundation that brings forces women together through singing.
CarillionAmey have committed to raising £250,000 for SSAFA over the next five years and
we have already raised £28,000 towards the goal.
.
.
At SSAFA we provide lifelong support to anyone who is
currently serving or has ever served in the Royal Navy,
British Army or Royal Air Force, and their families.
The Big Brew Up is SSAFA’s biggest fundraising event of the
year and it’s really easy to take part. We’re asking you to hold
a tea party to raise money for SSAFA and our Forces.
Sign up now to receive a fundraising pack with everything
you’ll need to make your Big Brew Up a success.
thebigbrewup.org.uk
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£25,000 donated by supply chain partners Toma Builders Ltd; Altius Property Services
Ltd; Property Care Ltd; and HAGS SMP
Call 020 7463 9359
Email [email protected]
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£3,000 raised by CA staff during The Big Brew 2014
Registered Charity No. 210760 and SC038056, Est.1885. S011.0415
23
We Deliver
You’re in
Safe Hands
Landlord’s Gas Safety Inspections are carried out on all Service Family
Accommodation (SFA) on an annual basis, as well as at change of occupancy.
These Inspections are undertaken by CarillionAmey’s dedicated Gas and
heating engineers, all of whom are Gas Safe registered, and are qualified
to work safely and legally on boilers, cookers, fires and all other gas
appliances.
CarillionAmey hold a comprehensive electronic database on their internal
system, known as WorkManager, that includes details of all engineers
who are working in SFA. Their Gas Safe qualifications are individually
reviewed before being added to the system to ensure they are fully
qualified to undertake the work.
A ‘skills lockdown’ programme within WorkManager prevents a job being
given to an unqualified engineer – ensuring that the job is not sent to their
handheld device. Both the Gas and electrical trades form the core of this
function in the WorkManager system.
We Achieve Together
We Deliver | We Take Ownership | We Improve | We Achieve Together
From Nepal to Kent!
To most of us, Folkestone is a place with
long beaches, an Edwardian seafront and
a picturesque fishing harbour, but did you
know that it’s also home to The Royal
Gurkha Rifles who have brought a little bit of
Nepal into the heart of Kent?
There are currently around 200 Gurkhas based in
Folkestone, many of whom have located 4,500 miles
away from their native homeland. So, what support can
they expect as they, and their families, settle into the
British way of life?
CA Local Customer Service Centre (LCSC) Advisor,
Tracy Mulholland, is used to the challenges that Gurkha
families face, particularly in recent days with the tragic
news of the earthquake and its aftermath, and is
committed to providing an excellent service.
Tracy said
“I try to get to know as many families as possible and encourage both husbands and wives to
drop into the LCSC so they know I’m here to help them with any concerns they may have. The
Gurkhas are a close knit and lovely community who don’t like to complain about anything too
much, so I need to be really pro-active and explain that repairs don’t have to be left until they
move out of their properties. I help them with the process of raising repairs and answer any
questions they may have about living in Service Family Accommodation”.
As Tracy is based in Folkestone, she often organises coffee mornings/events in nearby Dover, which means
she can meet the wider community and support customers who are unable to travel to the LCSC. The coffee
mornings are a huge success and Tracy usually has at least ten families who drop in to ask questions. Tracy’s
home made Kentish Gypsy tart has proved such a success that attendance has doubled and she has been
asked to demonstrate her cake making abilities at the next coffee morning.
Tracy added
“Many of the wives and children attend English lessons on site, so getting together at these
events is a great way for them to practice their new skills. The local Welfare team are invaluable
to me and are able to provide translators if needed.”
CarillionAmey contractors undertaking electrical works in SFA are required to pass a skills test and
interview with a CarillionAmey Electrical Appointed Person. Qualifications are also reviewed, approved
and then entered onto the WorkManager ‘skills lockdown’ application. registered, and are qualified to
work safely and legally.
If our customers are concerned
If our customers ever have concerns regarding any work undertaken by a CarillionAmey contractor
they need to call the CarillionAmey Helpdesk on 0800 707 6000 - option 5 - and pass the details of the
contractor to the CarillionAmey Customer Care Team.
24
Tracy is passionate about getting out there and networking and recently took part in a local British Forces
Broadcasting Services (BFBS) radio show where she was able to advise listeners on where to find information
and also to invite them to pop into the LCSC for a cup of tea, a chat – and of course, a slice of her infamous
Kentish Gypsy Tart.
Capt Maniram Rai, Unit Welfare Officer 2 RGR
“Tracy provides excellent support to more than 450 families at Folkestone, Dover, Canterbury, Ashford
and Hawkinge, helping with everything from making new appointments to solving outstanding issues. She
works closely with Unit Welfare Staff and attends many Army Welfare Service (AWS) activities so she can
speak to the families face to face about any burning issues they may have. Her work ethic and willingness
to support is highly appreciated by both Welfare staff and families”.
25
We Deliver
We Deliver | We Take Ownership | We Improve | We Achieve Together
New Play Park at Leuchars is hailed a Success!
Service families at Leuchars, near Fife in Scotland, are thrilled with the construction of a brand new play park.
CarillionAmey, along with the Defence Infrastructure Organisation (DIO) and contractor, HAGS SMP handed over
the project to Major Hunt at Leuchars last week, who thanked everyone for their efforts.
This was the first big project in
Scotland since In Service Date
(ISD) and I don’t think it could have
gone any better. The CarillionAmey
contractor, HAGS SMP, have as
far as I’m concerned exceeded
the specification in regards to
both equipment and quality. They
managed to meet the deadline and
have added more equipment where
they thought it would be required
at no extra cost to us. Staff at
Leuchars have advised me that
the park has been in full use every
day since it opened. This new play
park, I’m sure, will be a great asset
for the local children in the area,
both Service and civilian.
Brian Hunter
Additional Services Manager,
Scotland, DIO (Accommodation)
This play park project is a great example of how
excellent collaboration between the unit, Fife council,
DIO, CarillionAmey and their contractor Hags-SMP
has benefitted Service families.
Lt Col Ian Foulkes CO 71 Royal Engineers
26
Alan Eastell, HAGS SMP, Stephen Munro, CarillionAmey, Brian
Hunter, DIO, and Major Hunt, OC DCRE Leuchars
27
We Improve
We Deliver | We Take Ownership | We Improve | We Achieve Together
Sustainable Homes for Military Families
Saving energy is not only good for the environment; it also saves you money. CarillionAmey,
in conjunction with the Defence Infrastructure Organisation (DIO), have been helping military
families to do both of these things – saving them on average, around £500 a year.
At Larkhill, Lulworth, Pirbright, Bulford and Blandford, military families are finding that their houses are warmer
and cheaper to run as a result of recent refurbishment projects.
At Larkhill, 50 properties have been installed with external wall and loft insulation, new doors, windows and
heating systems, which has resulted in savings equal to 396,475 kWh of gas per annum – that’s 73 tonnes of
carbon and around £423 per property. A similar programme at Pirbright saw comparable savings. At Bulford,
26 properties benefitted from solar thermal panels to supplement hot water needs, and the savings were even
greater. Overall, this project directly contributed to a six per cent reduction in carbon emissions on the Service
Family Accommodation estate from April 2013 - March 2014. At Blandford 27 properties have benefitted from
new external wall insulation, whilst 37 homes at Lulworth have been completely refurbished benefitting from air
source heat pumps.
Lulworth Project
The project to refurbish 27 houses with external wall insulation (EWI) on the Kingdown
estate in Blandford has been an unparalleled success. The enormous amount
of hard work achieved by the CarillionAmey project team has been borne out by
the transformation of the soldiers SFA. The close co-operation and liaison with
the occupants has ensured that the project was highly successful. It is quite an
undertaking to meet the expectations of so many occupants and the tight deadlines
for completion.
In recent years Blandford has been fortunate in receiving funding for refurbishments
and we are extremely grateful to the Defence Infrastructure Organisation (DIO) for
their continuous support in bringing the majority of the housing stock up to such a
high standard. Prior to this upgrade there were many issues with mould and damp
due to the age and the construction of the properties and whilst it is still early to fully
appreciate the benefits of the EWI, the feedback from occupants has been highly
encouraging.
Recent confirmation to continue with the EWI project for the remaining houses on the
Kingdown estate in this financial year, demonstrates the tremendous commitment that
DIO has shown to meet their own targets for better housing for our Serving Personnel
and their families and we will reap the benefits for many years to come.
Lt Col Keilty MBE, CO Blandford
Garrison Support Unit (Deputy
Commandant)
Pirbright Project
Customer Feedback
It’s a lot warmer
than our last house, which
felt damp and cold even
with the heating on all
day.
28
Before the upstairs was
always cold during the
winter, now the house
feels a more even warm
temperature.
The new house
seems to retain the
heat really well.
My heating before
used to be on 24/7, now I
have set the timer controls
to only heat for two hours in
the morning and four hours
in the evening.
My new dual fuel
monthly direct debit
is £75. It used to be
around £110.
29
We Improve
30