Part 2: P & R Installation Company Ltd


A month ago we brought you a Long Read blog about P & R and how badly they were performing in relation to the £27 milllion pound central heating, emergency 24/7 gas and hot water repairs Contract they have with East Kent Housing (EKH).

East Kent Housing is the largest arms length management organisation(ALMO)  in the country, managing the entire social housing stock, for the four councils of Canterbury, Dover, Shepway & Thanet – a total of 17,000 homes.The Almo’s main objective is to achieve economies of scale that will improve tenant services.

On March 12th 2018 the EKH-board agenda mention P & R no less than seven times.


The Director of Property Mark Anderson (pictured) reports:

  • Whilst improvements in the heating and hot water contract service delivered by P&R had been made, the Director highlighted a slight increase in customer complaints which could be attributed to increased service demand at this time of year. 

It goes onto say at page 128 of the agenda:

  • Unfortunately, residents have continued to experience service deficiencies and failings from P&R. These became apparent in the immediate lead up to the Christmas and New Year break and have resulted in an escalation of our management of the contract and the development of a further Improvement Plan for the period January – April 2018.

At page 129 it goes onto say:

  • We have also established that despite P&Rs commitment to increase; out of hours resource, temporary heater availability and van stock provision, that it was not able to fully meet the service demands placed upon it during the extreme weather (27 February to 2 March). This resulted in the need for EKH and P&R management intervention and crisis management on the evening of 1 March.

  • The recording of complaints by P&R is also a concern; January – 23 complaints and February – 21 complaints, as the number that are being recorded do not correlate to the number of follow up calls and expressions of dissatisfaction being brought to our attention through resident representatives, Area Boards or direct contact with EKH. The number of reported complaints is being investigated and it forms part of the Improvement Plan.

Since our last post we have discovered that P & R will NOT lose the £27 million pound contract they have with EKH. However, EKH have since our intervention we understand, asked Gas Contract Services, a management agent to get P & R back on track. This may well impact on all four Councils as this is another subcontract of the services EKH are paid to manage in house.

It is our opinion that Director of Property Mark Anderson, along with Deborah Upton – the Chief Exec and Matt Gough -Director of Customer Services, are NOT fit for purpose and should hand in their notice for the continuing failings in providing services to all tenants in EKH’s 17,000 plus properties.

The Shepwayvox Team – Dissent is NOT a Crime.


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2 Comments on Part 2: P & R Installation Company Ltd

  1. “….slight increase in customer complaints…”

    which ended up as

    “…continued to experience service deficiencies and failings…”

    and resulted in

    “…not able to fully meet the service demands…”

    That certainly looks like an escalation where a £27 million contract should have been cancelled in favour of a better resourced company.

    But EKH don’t cancel – instead EKH get and I make the presumption that EKH will pay for another company to go in a sort out the failing company.

    Am I right?

    Reply: The SV Team. Yes you are.

  2. East Kent Housing are unable to challenge P and R on their poor performance based on the inadequate and poorly written contract. Time for for the threesome of Upton, Gough and Anderson to hang up their (overdue and probably overpriced) boots) and go an ruin another housing service together. Maybe Circle will have them back…

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