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21/11/2014
2013 / 2014 WELCOME BY CLIVE GAWLER - MD RED ALERT TELECARE LTD
Thank you for looking at this year's annual report outlining some of our activities throughout the year. As a company we have shown steady growth throughout the period. Our client base has broadened (*see current clients) as have our areas of expertise. In addition to working with an increasing number of councils and boroughs we have built relationships with more manufacturers and are their preferred installers in our current geographic area of London and the south east. Overall we now look after telecare for over a third of all London Boroughs. Our management team has been enhanced and best practice has led us to outsource specialist IT and HR expertise.
OVERVIEW
We have continued to expand our client stock control and asset management service together with our installation, maintenance and callout activities. In addition to working directly for key telecare manufacturers we have been appointed preferred installers for Possum and Aid Call. A number of new staff joined our team this year and James Batchelor was appointed Technical Manager. James' team frequently receive testimonials from service users and their hard work is a credit to the company. Our admin team, headed up by Lesley Cross, has seen two new members of staff - Wendy & Kerry have both fitted in really quickly and are already playing a key role in delivering a high quality service to our clients. Working under company financial controller Pauline Day, Lauren Baxter has taken responsibility for day to day accounts activities. Careful planning and fiscal control has ensured we are well positioned coming out of the recession and I am delighted to confirm that we will shortly be launching a private telecare service. Initially this will be offered only within London and the south east but a national rollout is envisaged.
FEEDBACK
As a matter of course we undertake on going customer satisfaction surveys and I am proud to present the figures shown below which highlight the high level of satisfaction that our customers have for our services. Indeed I am also extremely proud to illustrate a small number of unsolicited testimonials that we have received this year. Whilst statistics can be manipulated to say many things it is clear we have great and caring staff. This year for instance over 99% of surveyed clients said that the engineer was courteous and professional (only 1% could not remember) and over 99% were satisfied with the engineer visit (again 1% could not remember).
Our diverse range of clients means that deliverables vary from client to client however I can share with you some key KPI results:
Urgent Basic Installations Feb 13 to Jan 14
Critical Callouts Feb 13 to Jan 14
TRAINING
Keeping up to date with technology is vital in our industry and I am pleased to say all technical staff have undergone manufacturer training over the last twelve months. In addition the whole company has benefitted from 'partnership working' of one of our customers, Thurrock Council, who have provided training covering dementia and safeguarding.
TESTIMONIALS
Hi Nigel Please pass on this compliment:Mr S Grandson of Mrs K. He was very impressed with Tash's professionalism, she was on time and waited for the family, they were impressed that she was knowledgeable about the system and explained everything thoroughly before she left. Kind regards, Christine
Telecare Sales Advisor, Centra (formerly Invicta Telecare Ltd) Part of Circle Housing
Hello, I have just taken a phone call from an operator at Newham Network he had received a lovely comment about David from Mrs P and installing her key safe she said he was really polite and was very pleased with his service today. Kelsi.
Kelsi White, Red Alert Telecare Ltd
Hi Sam and Kelsi, I have taken a call from Mrs S son to say that he was very impressed with the service he has received. The collection of the equipment was booked quickly and efficiently - well done Kelsi! Mr S said that Sam was very professional and the whole procedure was carried out with the utmost of care. He wanted to say thank you to you Sam - good job! Lesley.
Lesley Cross, Telecare Team Leader, Red Alert Telecare Ltd
THE FUTURE
With the economy the way it is we need to be seeking new opportunities. A newly branded website is but a few weeks away; a new marketing strategy aimed jointly at private and public sector and commercial alliances will help us capitalise on our position in the market.
PUBLIC SECTOR CLIENTS
LONDON BOROUGH OF LAMBETH
LONDON BOROUGH OF NEWHAM
THURROCK COUNCIL
LONDON BOROUGH OF BRENT
LONDON BOROUGH OF BARKING & DAGENHAM
ASHFORD BOROUGH COUNCIL
LONDON BOROUGH OF BEXLEY
WALTHAM FOREST
CENTRA (formerly INVICTA)
