Facilities Management

FM team puts ‘customer service’ into action

FM team puts ‘customer service’ into action image
(Pictured): Members of GRAHAM's team with fellow volunteers who participated in the refurbishment project at the Fountain Court Residential Unit

As part of ‘National Customer Service Week’, several of our colleagues helped deliver a ‘facelift’ to a residential care home in Smethwick, near Birmingham.

The Fountain Court Residential Unit, which is owned by Sandwell Metropolitan Borough Council (SMBC), provides residential care for 16 elderly residents, primarily with mental health challenges.

We currently support SMBC with the delivery of building repairs, maintenance and construction services as part of a wider ten-year ‘Partnering Arrangement’.

Taking place between the 1st and 5th October, ‘National Customer Service Week’ is a week-long opportunity to raise “awareness of customer service and the vital role it plays in successful business practice”.

Demonstrating our unique commitment to delivering exceptional customer service, volunteers from the privately-owned company’s Facilities Management workforce (Matthew Green, Brad Harrison, Ray Skellum and Tammy Stretton-Yeomans) helped coordinate and complete the care-home project in partnership with Council staff and Council sub-contractors Dodd Group, Cubic FM and Johnstone’s Paints.

The works involved decorating community lounge rooms, the installation of new lights in the garden room, improved ventilation in the laundry area and the upgrade of lighting to improve security.

Walkways in Fountain Court’s garden were also enhanced.

Exceeding customer expectations

Commenting on the successful completion of the scheme, Tammy Stretton-Yeomans, Service Delivery Manager, GRAHAM FM, said:

“At GRAHAM, we are passionate about exceeding customer expectations and working in partnership with our clients. We see the clear benefits of ‘National Customer Service Week’ and therefore it was a privilege for members of our team to be involved in such a worthy project in collaboration with Sandwell Metropolitan Borough Council. I hope the improvements will enhance the comfort of Fountain Court’s residents.”


Praising the quality of work, Sharon Billinge, Manager at Fountain Court, said:

“We’re so grateful to everyone involved for their contribution. All of the works have been carried out to a very high standard and everyone was courteous and mindful that they were working in a person’s home. The improvements are very much appreciated. Visitors have already commented how clean and fresh our communal lounges now look.”