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Saltire Facilities Management has announced a boiler installation contract award from Kingdom Housing Association, valued at £1.3 million.

The contract will see Saltire’s gas qualified engineers providing reactive maintenance and annual safety checks of gas-powered domestic central heating systems and commercial heating systems, as well as servicing and maintenance to Air Source Heat Pumps in homes spread throughout the East Fife area.

As part of the three-year contract, Saltire, which is one of the UK’s largest central heating companies, will also upgrade up 150 domestic gas central heating boilers per year, totalling approximately 450 over the length of the contract.

Kingdom Housing Association provides housing across East Central Scotland, and has developed close to 5000 homes over the last few decades, the majority of which are available for social rent. In addition, the association plans to build around 400 new properties each year. This recent contract award sees Saltire being responsible for the central heating systems in approximately 2500 of these properties.

The contract will be managed by Saltire’s Operations Manager, David Grabiec; all back office planning and administration is managed by Team Leader, Sarah Brown.

Speaking of the contract award, Service Delivery Director, Natalie Milne commented; “I am so pleased to announce that we have gained another new client in Kingdom Housing Association, and that this represents another expansion across the country for Saltire. We’re a well-established name, committed to serving many customers in the West of Scotland, and we’re also focused on expanding operations in other regions. I’m especially delighted that our reputation for quality work is driving our successful and sustainable growth.”
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Saltire Facilities Management, one of the UK’s largest electrical and central heating companies, has appointed two new directors to the board. Joining Finance Director David Weston on the board are Alan Murray, Installations Director, and Natalie Milne, Service Delivery Director.

With a combined 30 years at Saltire, both newly-appointed Directors bring huge frontline leadership experience to the board, as well as their ambition to drive Saltire forward as it expands operations across the country.

As Installations Director, Alan Murray will add monitoring and compliance to his current  role, where he manages all heating installations at Saltire, and Natalie Milne will continue to lead on all contract administration all operations in Saltire’s contact centre as part of her new role as director.

Speaking of his new role, Alan Murray said, “Saltire Facilities Management is looking at sustainable growth to come over the next 3-5 years, and our recent contract wins are testament to how ambitious we are. I’m proud to be able to play a key role in leading the company’s successful future, and bring my years of frontline experience to the board.”

Commenting on Saltire’s culture of lifelong learning, Natalie Milne commented, “I’ve always been proud of the fact that we develop our people and promote from within at Saltire. As one of the area’s largest employers it’s important that people see how they can grow their careers alongside a successful organisation. As a director I’ll be focusing on embedding a culture of excellence not just for our customers, but for our own people too.”

Saltire has been successfully awarded a number of contracts in recent months, both from current clients such as North Lanarkshire Council and new customers Bield Housing Association and The City of Edinburgh Council. With huge expansion plans in both the domestic boiler market and in commercial and public sector contracts, the time was right to expand the board of directors.

General Manager John Reynolds said, “Saltire is 20 years old, but we’re really only at the beginning of a successful journey. I’m immensely pleased to see Natalie and Alan step up, and trust that the board now has what it needs to move forward with our ambitious growth strategy.”
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Bellshill-based Saltire Facilities Management, one of the UK’s largest electrical and central heating companies, has successfully been awarded a contract with South Lanarkshire Council following a mini competition from a Procurement for Housing Framework, worth approximately £340,000 to deliver a programme of domestic fixed electrical testing for up to 5,000 homes across the region.

Saltire, who have a long history delivering home improvement works for various councils and housing associations throughout Scotland, will complete inspection and testing of electrical systems including undertaking any remedial works in order to ensure each installation is fully compliant. Though the programme of works is subject to change due to covid restrictions, Saltire are expected to deliver home improvements to between 3,500 and 5,000 homes across the South Lanarkshire region.

The contract is an 18-month working partnership between Saltire and South Lanarkshire Council with a further potential 18 months extension available. It will be managed by Electrical Manager, Steven Kerrigan and Contract Managers, Brian Purden and Jamie Cooper with overall progress monitored by Installations Director, Alan Murray.

Speaking of winning this contract, Steven Kerrigan commented; “Winning this contract is testament to the quality and reputation of our local electrical team. I am looking forward to developing our relationship with South Lanarkshire Council and supporting them to deliver this programme of home improvements for their tenants.”

Installations Director, Alan Murray added; “Saltire have been successful in expanding our service delivery across the UK, but it is great to continue serving clients closer to home.”
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One of the UK’s largest central heating companies, Saltire Facilities Management continues to expand across Scotland as it secures a £930,000 boiler replacement and central heating upgrade contract with Livingston-based Almond Housing Association.

The contract, which will see Saltire work with Almond Housing Association for the first time, will extend the footprint of Bellshill headquartered Saltire, across Lothian. As part of the three-year contract, Saltire’s team of expert gas and heating engineers will complete cyclical boiler replacements and a programme of planned central heating upgrades to the benefit of Almond Housing Association’s many tenants.

Almond Housing Association, which has been operating for over 20 years, is the largest housing association in West Lothian with over 2,500 properties and ambitious goals to continue building more. The aim of the housing association to provide quality and comfortable homes at affordable rates will be supported by the work delivered by Saltire. The contract will be managed by Saltire’s Installations Director, Alan Murray.

Speaking of the contract award, Installations Director Alan Murray commented; “I am delighted to welcome Almond Housing Association into our growing portfolio of clients. Saltire is very well established in the West of Scotland with regional offices across the UK so it is great to continue expanding our delivery footprint. I am looking forward to sharing my many years’ experience with the team at Almond HA and helping them to deliver quality homes for their tenants.”
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Saltire Facilities Management is delighted to have been awarded a three-year contract to deliver gas servicing and maintenance in more than 130 properties owned by Bield Housing & Care.

The contract, awarded by Bield Housing in April this year, will involve gas servicing and maintenance for properties across Tayside, Angus and Fife. While the contract, which has an indicative value of approximately £400,000, is initially set to run for three years, there is the possibility that it may be extended to 2026.

Saltire’s highly qualified and experienced engineers are also known for their focus on customer service, and are well-versed in making sure that residents feel at ease when allowing tradespeople into their homes. A large part of Saltire’s focus throughout the pandemic has been working with homeowners and tenants to reassure them that all work is undertaken according to strict Covid-safe guidelines.

Bield Housing & Care is one of the largest providers of housing for older people in Scotland, and they are committed to improving the quality of life for residents, by offering diverse housing, care, and other services. Due to their caring ethos, Saltire is especially proud to be have awarded the contract, which is recognition of the quality and customer service we bring to every job or contract, no matter how large or small.

Saltire Managing Director John Reynold, said “All of our tradespeople are first class, both in terms of their skills, but also when it comes to working with tenants and homeowners – some of whom have had concerns about letting people into their homes, especially during the Coronavirus pandemic.

We’re proud to be able to reassure people that we work to Covid-safe guidelines at all times, and we feel that this contract award from Bield Housing & Care is a reflection of how the Saltire name is regarded across Scotland, as a company you can trust for quality and excellent customer service.”
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Saltire Facilities Management has been awarded a contract by The City of Edinburgh Council, to provide domestic gas repair and maintenance services.

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The contract was awarded to Saltire as it already enjoys a reputation for delivering top quality work, on time and on budget. Saltire will carry out domestic repair and maintenance in 8000 properties right across Edinburgh, including in Portobello, Leith, and Morningside.

The work is initially set to take two years to complete, with an option to extend the contract for a further two years to 2025. With the contract set to net Saltire an estimated £0.9 million per year, this represents a significant commitment to the city and residents of the nation’s capital.

Saltire has been on a significant growth trajectory since being acquired by building services investment company United Capital in May 2020. The Bothwell-based company has won, and secured extensions on, a range of contracts in the West Coast of Scotland, and has expanded its footprint into the East Coast, securing work with Angus Council and extending contracts with Perth and Kinross Council and Viewpoint Housing Association. It has also expanded into the midlands, using a 15-year contract with social housing provider Stonewater to establish a base in Birmingham. Saltire is now one of the UK’s most trusted names in facilities management.

Saltire Managing Director John Reynolds, commented “We are all thoroughly pleased to have been awarded this contract by The City of Edinburgh Council, based on our ability to deliver first-class work on budget. Saltire has worked hard in the last year to expand our operations even throughout the pandemic, and taking into account lockdowns and the cessation of non-essential work. We are incredibly ambitious and focused on delivering excellence for all of our customers whether public sector, commercial, or domestic. We will be aiming to win more large contracts as the facilities management sector begins to open up once again’.
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It’s International Women’s Day, and we’re talking to Saltire’s Service Delivery Manager Natalie Milne, about her 16-year career in the facilities management industry.

Hi Natalie. As a female leader in the facilities management industry, have you seen things change and open up for women?

I would say it is still a very male dominated industry but I have seen a few females in recent years move into more senior managerial positions within the industry, both in the public and private sector. There does seem to be a preconception that you need to be technically qualified within more senior roles in this industry but that doesn’t necessarily have to be the case. If you are a good manager, your skills can be used in any industry or situation.

Do you feel like a mentor to the younger women coming up behind you? What are their struggles and what advice can/do you give them?

Yes, very much so, especially because I have worked my way up personally within the company and can therefore share my experiences, both good and bad, and the lessons I have learned. I think the biggest challenge is the people management side of the role as you are dealing with so many different personalities. Also, if you are promoted internally, you need to ensure that the staff you have previously worked alongside then give you the respect in your new role. The trap you can fall into is “I will just do it myself!” especially if you have done the role previously yourself. You need to gain the confidence to effectively delegate. Even 16 years down the line, I am still guilty of this at times!

What are the challenges that women can face in a male-dominated workplace, in your experience?

Your voice being heard can sometimes be an issue, because the male leaders often come from an engineering/technical background. However, in this industry, it isn’t just about technical knowledge: it is also about being a good manager and understanding the requirements of your contracts, customers etc. Women need to remember that their voices are just as important and that we all bring our own experience to our roles.

This year’s IWD theme is #choosetochallenge. You’re a female leader in the facilities management industry. What have you ‘chosen to challenge’?

Perception definitely: there is no doubt the things I’ve said above are a common perception of females in this type of environment at all levels! The best way to #choosetochallenge is to have all your facts at hand, and be able to state your case professionally while having all the evidence to back it up. So essentially, be prepared!

Communication within any industry will differ from person to person so you need to be able to communicate with your customers, clients, tenants, staff and colleagues; the demands of all of these groups of people will be different. Being able to adapt your style to fit the situation is a challenge but it’s also such an effective skill to master.

When you think about Saltire as an employer, what can you share about how they support women in their careers and as leaders?

Saltire are a fantastic support to women in their careers – to all staff, really. Various women, including me, have been given the opportunity to undertake further training and education, which is invaluable. For example, I did a Management Diploma on day release whilst another colleague did a Quantity Surveying Degree. We have also had a few staff go through their Level 2 and Level 4 in Gas Safety Management – this technical understanding is very useful for people when they are dealing with customer calls. We currently have two accounts staff doing an evening course to further their qualifications, so overall I’d say Saltire are second to none in this field.

I constantly encourage my staff and Team Leaders to come forward if there are any courses of interest that will benefit them as well as the business. For example, a number of our female administrative apprentices have completed SVQs in Business Administration but some more experienced staff have also qualified for funding based on age, for example, and have been able to do the higher level of SVD.

As I have been so lucky to get all these opportunities myself through working at Saltire, I understand how valuable they are, not only to a young womens’ own self-progression and confidence, but also to the business. Our ultimate goal is for all of our people to grow as the business grows.
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Saltire’s call centre expands operations with winning tender

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Saltire Facilities Management is very pleased to have been awarded an out of hours call centre service contract by Ferguslie Park Housing Association.

Ferguslie Park Housing Association (FPHA) is an independent community-based housing association with 803 properties. In 2019, the Paisley-based housing association ran a pilot assessing the use of an external call centre to provide out of hours domestic emergency calls. Saltire Facilities Management’s call centre provided the service during this pilot period. After the pilot was concluded, FPHA saw that it had been successful in providing their residents with a 24-hour emergency contact number, and that residents felt reassured by always being able to talk to a person, whether day or night. With high standards for customer service, this was important to FPHA.

With the value of an external 24/7 call centre clear, FPHA put out to tender a call centre service contract, seeking a provider which could handle telephone calls, assess and prioritise repairs, and pass repairs on to the right person, so that any domestic emergencies are resolved as quickly as possible.

Property Maintenance Manager at FPHA, Catherine Aiton, explains why Saltire were awarded the contract, saying, “We are delighted Saltire are the successful bidder for our Call Centre out of hours contract, as the service they provide is professional and adaptable to our requirements. Saltire’s procedures are clear and concise and call handlers demonstrate an excellent understanding of our contract processes.”

Saltire is proud to have been awarded the three-year contract, with the option to extend it for a further two years. Saltire’s first-class customer service representatives already provide out of hours call handling for a number of companies, which provide maintenance and emergency repairs to housing association residents.
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“We are all extremely pleased to have been awarded this contract by Ferguslie Park Housing Association. Our customer service representatives are all highly trained, and know how to quickly get customer issues resolved. With our 24-hour service and in-depth knowledge, we are ideally placed to handle calls from Ferguslie Park residents. We’re proud to be delivering this service, which helps tenants get their emergencies dealt with as soon as possible.”
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Natalie Milne, Service Delivery Manager at Saltire
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Right across Britain, companies closed their doors on 23^rd March without knowing when they’d be able to reopen. Coronavirus cases were beginning to surge out of control, and we all headed for the safety of our homes.

Well, most of us did. At Saltire, it was never as simple as just hunkering down and waiting for the situation to improve. Nor could we just shut down the contracts and jobs we were right in the middle of. Sites had to be made safe and vulnerable residents had to be taken care of, as we completed works before lockdown began.

Continuing to care for our customers

Not only that – at the heart of what we do is providing emergency cover to more than 80000 households right across Scotland and in the South West of England. Those customers rely on us to bring hot water and heat back to their homes if they have a central heating emergency. They could be families with new babies, elderly homeowners, or those who are shielding – or they might just be desperate for a hot shower and a cup of tea! No matter what the situation, the fact is they were all relying on us to continue our duty of care.

So we did. While a lot of our staff were necessarily furloughed or began to work from home, we kept a core team whose job it was to provide emergency repairs. This was a big deal: it seems quite distant now but in March we were equipping our engineers with full PPE and asking them to go into homes, sometimes where there was a Coronavirus patient, to restore their heating. While the nation rightly clapped for key workers on their doorsteps, we knew that our team was also on the frontline in their own important way.

And we’ve been there for our customers every day since. We’ve complied with ever-changing government legislation, and done everything for our customers that we were allowed to. We’ve taken every precaution possible when entering peoples’ homes and had thousands of conversations with worried and lonely customers.

And we’re almost there: it’s time for the country to start over.

Hello 2021!

As we look ahead to 2021, there’s a lot to feel good about. The building services sector is coming back strong: in fact, there was a 70% increase in the repair and maintenance sector in the last quarter –  which means we’ve been busy!

We became part of the United Capital group back in May, and because we were still in lockdown at that point, we were able to take time to consider what that means for Saltire Facilities Management. United Capital is growing rapidly, and we now have a sister company in McGill based in Dundee, which is just as dedicated to quality, health and safety, and customer service as we are. With the safety and backing of the United Capital group our potential is set to grow. However, we’ll never change the one thing that makes Saltire really special, and that’s an absolute focus on taking care of our customers.

We did it during lockdown, we’re doing it today, and we’ll be doing it for decades to come.
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Last month Saltire were awarded a £25,000 contract to deliver EICR and associated works in 245 properties in the Wishaw area on behalf of Trust Housing Association.

Trust Housing Association, which took on the obligations of Wishaw & District Housing when the two organisations combined in December 2019, operates out of an Edinburgh Head office delivering housing support and services to over 3,600 homes across the central belt and West Coast of Scotland.

Saltire’s electrical team will manage the contract from its Bellshill headquarters, in Glasgow.