22/08/2011 - Thomas Vale Construction achieves TPAS Contractor Reaccreditation

Thomas Vale Construction has been recognised for its high quality efforts in its effective involvement of residents in delivering the Decent Homes Investment Programme. The company first achieved the TPAS (Tenant Participation Advisory Service) accreditation in 2008, achieving excellent scores for its work for many council and housing association providers of social housing.

Three years later, TPAS returned to reassess the TPAS Standards, and Thomas Vale is continuing to deliver first class levels of work with the same commitment. The Assessment of 2011 has identified considerable improvements against the 2008 assessment with the company exceeding expectations in many areas.

Areas undoubtedly to be highlighted for their high levels of work include Accountability, Provision of Information, Customer Care and Involvement of Residents in Negotiations. Other areas to be indentified include Formalising the role of residents in negotiations and decision making.

Sarah Morgan, Customer Care Associate Director at Thomas Vale Construction commented:

“Being re-accreditated is great news for Thomas Vale as it continues to validate the importance of what we do in terms of customer care and tenant involvement and supports our Clients in being able to meet their targets for tenant consultation. The teams work tirelessly to provide a high level of tenant care on a daily basis and the award helps to cement just how worthwhile the process is.”

The methodology for the review involved reality checks conducted to test out that written evidence is in fact reality in practice. The levels Thomas Vale has gone to involve residents are demonstrated through the use of graphical information to map involvement opportunities, language signs to eliminate cultural barriers and frequent meetings to engage residents; all of which are to a high standard. What’s more efforts to overcome communication barriers are effective and show that staff identify any potential problems and immediately seek to rectify them.

Thomas Vale has been commended on the quality of their response and communication with residents through any unexpected incidents that arise, as well as its commitment to improvement. More importantly, the evidence provided by residents during reality checks demonstrated a high level of confidence that customer care is delivered to the highest possible standard by the Thomas Vale Team.

Kate Newbolt, TPAS Consultancy Manager added:

“The TPAS Scrutiny Panel felt strongly that Thomas Vale should be recognised for the role it currently plays in setting high standards of Resident Involvement Quality for the sector. This links very clearly to the founding reasons why TPAS developed the Accreditation Framework, better outcomes for residents.

“At present, there is no higher scoring TPAS Accredited Contractor and this is recognised as testament to a strong ‘learning together’ culture. There are many examples of where, solutions have been jointly identified, by residents, partners and Thomas Vale. This underpinned by a clear partnership agreement setting out roles of each party clearly pre-contract start. Again, this level of pre-contract involvement has not, previously been seen by TPAS. Well done you have really motivated me and the Assessor Team”

Thomas Vale Construction will be presented with their accreditation award at an event to be confirmed later on in the summer.