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Great service is on the horizon

Following a comprehensive review of its asset management services, United Welsh has entered into a partnership with Mears to manage the delivery of its services through a wholly owned subsidiary of the United Welsh Group.  The subsidiary is to be called Celtic Horizons.The contract which will be rolled out from April 2013 has a total potential value of £145 million over fifteen years. It is the first wholly owned subsidiary of its kind, delivering total asset management and spanning over 11 local authority areas in South Wales.The procurement process started in February with the aim being to develop a model that will improve customer service standards and reduce the time it takes to resolve enquiries from the first point of contact. It was decided that a wholly owned subsidiary would benefit tenants and give them greater involvement in the delivery of estates services.Members of United Welsh staff and around 15 tenants and tenants' representatives engaged with the process which saw a number of organisations tender for the management and delivery of the subsidiary.United Welsh has been advised throughout the process by the team from echelon consultancy. Echelon has a track record in delivering positive outcomes around value and efficiency with an emphasis on customer engagement.United Welsh is pleased to confirm that Mears, who were the first private sector repairs and maintenance contractor to win the government's Customer Service Excellence standard, has emerged from the process as the preferred partner to manage the delivery of its asset management services including gas servicing, repairs, grounds maintenance and caretaking via Celtic Horizons. The Customer Service Excellence standard is also held by United Welsh.The new organisation will be mobilised over a 16 week period and will be fully operational on the 1st April 2013.Jane Nelson, Executive Director of Mears, said: "Mears is delighted to be partnering with United Welsh. We come together with a shared vision to make Celtic Horizons special. Together we will make it an innovative, forward thinking organisation which provides a quality service with the best possible levels of customer satisfaction and of which tenants can be proud."Anthony Whittaker, Chief Executive of United Welsh, added: "We are excited about the creation of Celtic Horizons with Mears. Both our organisations hold the delivery of excellent customer service as paramount in our own workings and in the foundations of Celtic Horizons. All our tenants will greatly benefit from the proficient service Celtic Horizons will offer."


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