Corporate & Social Responsibility Keepmoat Homes Corporate and Social Repsonsibility | Page 13
Keepmoat Homes
13
Market Place
Objectives
Targets
COLLABORATIVE PARTNERSHIPS
As an organisation we will get closer to our
stakeholders and understand their needs to
become a partner of choice
• To ensure that our staff are aware of and embody the Keepmoat
Homes values and behavioural framework
• Develop a Partner Satisfaction Survey based on Keepmoat
Homes’ values and behavioural framework
• Undertake annual surveys of partners and regions to produce
summaries and improvement plans
• To ensure that all of our framework supply chain partners sign up
to Keepmoat Homes’ responsible procurement charter
CUSTOMER SATISFACTION
To regularly seek feedback from our customers
via multiple channels/ vehicles, ensuring that we
continually improve our performance, and drive
overall customer satisfaction
• To achieve a 90% recommend rate on our 28 day customer
satisfaction survey (conducted by an inde pendent 3rd party)
• Improving our NHBC 8 week customer satisfaction recommend
score to achieve a 90% (5 star) status
• Driving satisfaction scores for our own key “Moments of Truth”
touch points with customers
• Monitoring and driving our own people to deliver best in class
experiences through operational Service Level Agreements
• Driving speed of resolution for any post completion snags so that
all issues are resolved within 30 days
• Reduce defect volumes at plot level year-on-year
• Designing out product issues through defect analysis work
DEVELOP & DELIVER INNOVATION
Establish a strong focus within the business to create
and deliver increased social and economic benefit
through both our product and our estate designs &
specifications
Introduce a collaborative, digitalised design process to
support improved efficiencies and improved quality
• To develop and introduce focused measures within the next 12
months
• Within 12 months all new projects to be delivered in line with
our new digital processes
• Achieve standardisation of design processes to adopt DfMA
design for manufacture/assembly and innovative technologies
Identify and develop new and efficient delivery
methodologies, processes and procedures
SUSTAINABLE PROCUREMENT
To work collaboratively with our supply chain to
deliver efficient, best value procurement activities
to our stakeholders, that minimise environmental
impacts and goods and services are socially and
ethically sourced
• We will ensure that our approach to Sustainable Procurement is
in accordance with the principles of ISO 20400
• Ensure that our supply chain understand their obligations
under The Modern Slavery Act and that we measure their legal
compliance on an annual basis
• We will establish baselines to measure our SME and Local Supply
Chain spend and set year on year improvement targets
• We will establish a Supplier Development Program, that
upskills and grows our supply chain and their people