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PH Jones Summary Report

Table of ContentsIntroduction 3

Methodology 3

Profiling questions 4

Your heating appliance questions 5

Have you had a visit from PH Jones since they became the preferred contractor in October 2017?5

What type of heating appliance do you have? 5

Your PH Jones appointment questions 6

What was the reason for PH Jones’s last visit to your home? 6

When an engineer last visited you, how did you know they were from PH Jones or one of their specialist contractors?? 6

Did you have to ask the engineer to produce his Photo ID or did the engineer freely offer it to you?7

Which of the following best describes the last appointment you had arranged with PH Jones? 7

If the engineer had to make a second visit to repair the fault when was this return appointment agreed with you? 8

When you last reported a repair, did PH Jones attend at the appointment time and date you originally agreed with the council? 8

Your PH Jones experience questions 9

How would you rate the engineer’s conduct and behaviour? 9

How many visits did the last fault take to fix? 9

When PH Jones last visited you, did the engineer leave a customer checklist? 10

How long after your heating appliance was last serviced did you receive the test certificate? 10

Have you ever had to chase an unfinished PH Jones repair? 11

If you have ever needed to contact PH Jones’ office direct by telephone, approximately how long did it take for the telephone to be answered? 11

If you have ever spoken to PH Jones office/admin staff, how did you find them? 12

How would you describe PH Jones’ reliability? 12

Since PH Jones have taken over the responsibility for the maintenance of your heating system and/or smoke alarms how would you describe the service? 13

How would you rate PH Jones overall? 13

Would you recommend PH Jones to a friend? 14

1 PH Jones Summary Report February 2019

Would you be interested in taking part in a small group to further discuss the service provided by PH Jones? 14

Your PH Jones appointment questions profiled by heating type 15

What was the reason for PH Jones’s last visit to your home? 15

When an engineer last visited you, how did you know they were from PH Jones or one of their specialist contractors?? 16

Did you have to ask the engineer to produce his Photo ID or did the engineer freely offer it to you?17

Which of the following best describes the last appointment you had arranged with PH Jones? 18

If the engineer had to make a second visit to repair the fault when was this return appointment agreed with you? 19

When you last reported a repair, did PH Jones attend at the appointment time and date you originally agreed with the council? 20

Your PH Jones experience questions profiled by heating type 21

How would you rate the engineer’s conduct and behaviour? 21

How many visits did the last fault take to fix? 22

When PH Jones last visited you, did the engineer leave a customer checklist? 23

How long after your heating appliance was last serviced did you receive the test certificate? 24

Have you ever had to chase an unfinished PH Jones repair? 25

If you have ever needed to contact PH Jones’ office direct by telephone, approximately how long did it take for the telephone to be answered? 26

If you have ever spoken to PH Jones office/admin staff, how did you find them? 27

How would you describe PH Jones’ reliability? 28

Since PH Jones have taken over the responsibility for the maintenance of your heating system and/or smoke alarms how would you describe the service? 29

How would you rate PH Jones overall? 30

Would you recommend PH Jones to a friend? 31

Would you be interested in taking part in a small group to further discuss the service provided by PH Jones? 32


IntroductionIn October 2017, PH Jones replaced Liberty Gas as Winchester City Council's preferred contractor to carry out the servicing and responsive repairs to heating appliance and smoke detector/s. PH Jones are responsible for the maintenance of the heating systems (except those with electric storage or quantum heaters) and smoke alarm/s throughout the housing stock. For those tenants with non-gas heating systems (eg. oil, biomass, air source heat pump, solid fuel, and bottled gas) another specialist contractor (employed by PH Jones to carry out the works their behalf) may have visited to repair or service the appliance.

There is already an established system of feedback though the use of the green Customer Care Cards, the decision was taken to conduct this survey to give a much broader view on how the service provided by PH Jones is being received by customers.

MethodologyThis survey was an online survey, sent to all tenants for whom Winchester City Council hold an email address. It was also posted on the Winchester City Council and Winchester City Council Tenant Involvement Facebook pages and the Winchester City Council Twitter page.

An incentive was offered as a thank you for taking part. Someone, chosen at random from all Winchester City Tenants who participated in the survey will receive a £50 Love2Shop voucher. The winner of this incentive will be chosen at random using a random number generator selected by one of the current involved tenants. Confidentiality will be maintained through this process by only choosing a number which corresponds to details on a password protected spreadsheet.

The consultation ran from 11th January 2019 to 8th February 2019.

The initial email was sent to 2,839 email addresses. Of these there was a successful delivery rate of 92.7%1 and an email open rate of 49.9%2 and a click rate of 11.9%3.Two weeks after the initial email was sent a reminder email was sent. This email had an open rate of 40.4% and a Click rate of 6.6%.

The survey was successfully delivered to 2,627 email addresses. There were 369 completed responses. This is 14% of the successful delivery rate.

When analysing the responses the ‘don’t know / can’t remember’ and ‘not answered’ responses have been removed. The numbers have then been recalculated. The responses shown in this report represent the recalculated numbers and percentages. This will explain the change in totals throughout.

Profiling Questions1 206 emails bounced back and 5 unsubscribed. 2 The industry average for local government is 22.2% according to the email provider Mail Chimp. 3 Click tracking allows you to see if contacts have clicked the links in the email. The industry average for local government is 2.5% according to email provider Mail Chimp.


Age profiling comparison to whole tenant population4

Your heating appliance

4 All tenant figure is taken from a Richard Boardman report as at 31.01.18


PH Jones visit since Oct 17?Yes 94% 334No 6% 21

100% 355

Type of heating appliance?Gas central heating 92% 335Biomass 1% 4Air source heat pump 2% 7Oil 0% 0LPG (liquid petroleum/bottled gas) 0% 0Storage heaters/Quantum heaters 5% 17Solid fuel (coal/log burner) 1% 3

100% 366

Your PH Jones appointment


What was the reason for the PH Jones`s last visit to your home? TotalAnnual service and smoke detector check 62% 211Smoke detector check only (i.e. if you have storage or quantum heaters) 1% 5To repair a recently reported fault 29% 97Other 7% 25

100% 338

When an engineer last visited you, how did you know they were from PH Jones or one of their specialist contractors? (please tick all that apply)

TotalSign-written van 19% 95Engineer`s uniform 21% 101Engineer`s Photo ID 50% 244I just assumed they were from PH Jones 6% 30Other 4% 21

100% 491


Did you have to ask the engineer to produce his Photo ID or did the engineer freely offer it to you? TotalThe engineer freely offered it (i.e. without having to be asked) 93% 255I had to ask the engineer to produce it 7% 20

100% 275

Which of the following best describes the last appointment you had arranged with PH Jones? TotalThey turned up at the agreed appointment date and time 84% 281The appointment was deferred or changed at the last minute 9% 30They didn't turn up 7% 22

100% 333


If the engineer had to make a second visit to repair the fault (e.g. had to order parts and return to fit them at a later date) when was the return appointment agreed with you? TotalDuring the first visit with the original engineer (i.e. while he was still on site) 48% 67Not during the first visit (i.e. someone else contacted you to agree the next appointment) 52% 74

100% 141

When you last reported a repair, did PH Jones attend at the appointment time and date you originally agreed with the Council? TotalYes 77% 186No (it was changed by PH Jones ) 23% 57

100% 243


Your experience

How would you rate the engineer`s conduct and behaviour? TotalGood 78% 269Satisfactory 16% 54Poor 7% 23

100% 346

How many visits did the last fault take to fix? TotalOne 73% 205More than one 27% 75

100% 280


When PH Jones last visited you, did the engineer leave a Customer Checklist? TotalYes 72% 216No 28% 85

100% 301

How long after your heating appliance was last serviced did you receive the test certificate? TotalWithin 4 weeks 83% 217More than 4 weeks 3% 9Still haven`t received it 14% 36

100% 262


Have you ever had to chase an unfinished PH Jones repair? TotalYes 22% 72No 78% 258

100% 330

If you have ever needed to contact PH Jones` office direct by telephone, approximately how long did it take for the telephone to be answered?TotalLess than a minute 38% 59Between 2 to 5 minutes 47% 74More than 5 minutes 7% 11I didn't get an answer /gave up 8% 13

100% 157


If you have ever spoken to PH Jones office/admin staff, how did you find them?Total

Helpful and efficient 84% 152Unhelpful and/or difficult 16% 30

100% 182

If you have ever spoken to PH Jones office/admin staff, how did you find them? TotalHelpful and effi cient 84% 152Unhelpful and/or diffi cult 16% 30

100% 182

How would you describe PH Jones` reliability (i.e. turning up when promised)? TotalReliable 81% 278Unreliable 19% 64

100% 342


Since PH Jones have taken over the responsibility for the maintenance of your heating system and/or smoke alarms how would you describe the service? TotalBetter 37% 126Much the same 50% 169Worse 12% 42

100% 337

How would you rate PH Jones overall? TotalGood 62% 216Satisfactory 22% 77Poor 15% 53

100% 346


Would you recommend PH Jones to a friend? TotalYes 73% 248No 27% 91

100% 339

Would you be interested in taking part in a small group working with the council to further discuss the service provided by PH Jones? TotalYes 14% 47No 53% 181Want to know more first 33% 114

100% 342


‘Your appointment’ questions profiled by heating type

Oil and LPG have been left out of the graphs as there were no returns for these heating types.

Please note that there may be a slight discrepancy between the totals listed on these charts and graphs in comparison to the non profiled questions above. This is due to the removal of the ‘don’t know’ and ‘not answered’ responses. For example; someone may have ticked that they have gas central heating but couldn’t remember what the last appointment was for. They will therefore not show when profiled.


When an engineer last visisted you, how did you kow they were fromPH Jones orone of their specialist contractors? (please tick all that apply) Sign-written van Engineer`s uniform

Engineer`s Photo ID

I just assumed they were from PH Jones Other Totals

Gas central heating 20% 21% 50% 6% 4% 100%90 96 229 26 18 459

Biomass 0% 0% 50% 50% 0% 100%0 0 1 1 0 2

Air source heat pump 14% 0% 57% 14% 14% 100%1 0 4 1 1 7

Oil 0% 0% 0% 0% 0% N/A0 0 0 0 0 0

LPG (liquid petroleum/bottled gas) 0% 0% 0% 0% 0% N/A

0 0 0 0 0 0Storage heaters/Quantum heaters 17% 8% 42% 17% 17% 100%

2 1 5 2 2 12Solid fuel (coal/log burner) 17% 33% 50% 0% 0% 100%

1 2 3 0 0 6Totals 94 99 242 30 21 486


Did you have to ask the engineer to produce his Photo ID or did the engineer freely offer it to you?

The engineer freely offered it (i.e. without having to be asked)

I had to ask the engineer to produce it Totals

Gas central heating 93% 7% 100%240 19 259

Biomass 50% 50% 100%1 1 2

Air source heat pump 100% 0% 100%4 0 4

Oil 0% 0% N/A0 0 0

LPG (liquid petroleum/bottled gas) 0% 0% N/A

0 0 0Storage heaters/Quantum heaters 100% 0% 100%

6 0 6Solid fuel (coal/log burner) 100% 0% 100%

2 0 2Totals 253 20 273


Which of the following best describes the last appointment you had with PH Jones?

They turned up at the agreed appointment date and time

The appointment was deferred or changed at the last minute

They didn't turn up Totals

Gas central heating 84% 9% 7% 100%264 29 21 314

Biomass 100% 0% 0% 100%2 0 0 2

Air source heat pump 100% 0% 0% 100%4 0 0 4

Oil 0% 0% 0% N/A0 0 0 0

LPG (liquid petroleum/bottled gas) 0% 0% 0% N/A

0 0 0 0Storage heaters/Quantum heaters 88% 0% 13% 100%

7 0 1 8Solid fuel (coal/log burner) 67% 33% 0% 100%

2 1 0 3Totals 279 30 22 331


If the engineer had to make a second visit to repair the fault (e.g. had to order parts and return to fit them at a later date) when was the return appointment agreed with you?

During the first visit with the original engineer (i.e. while he was still on site)

Not during the first visit (i.e. someone else contacted you to agree the next appointment) Totals


Biomass 50% 50% 100%1 1 2


Oil 0% 0% N/A0 0 0




0 1 1Totals 67 73 140


When you last reported a repair, did PH Jones attend at the appointment time and date you originally agreed with the Council? Yes

No (it was changed by PH Jones ) Totals


Biomass 100% 0% 100%2 0 2


Oil 0% 0% N/A0 0 0




1 1 2Totals 185 57 242


‘Your experience’ questions profiled by heating type


How many visits did the last fault take to fix? One

More than one Totals


Biomass 50% 50% 100%1 1 2


Oil 0% 0% N/A0 0 0

LPG (liquid petroleum/bottled gas) 0% 0% N/A0 0 0

Storage heaters/Quantum heaters 57% 43% 100%4 3 7

Solid fuel (coal/log burner) 50% 50% 100%1 1 2

Totals 201 72 273


When PH Jones last visited you, did the engineer leave a Customer Checklist? Yes No TotalsGas central heating 73% 27% 100%

208 76 284Biomass 50% 50% 100%

1 1 2Air source heat pump 25% 75% 100%

1 3 4Oil 0% 0% N/A

0 0 0LPG (liquid petroleum/bottled gas) 0% 0% N/A



3 0 3Totals 214 85 299


Have you ever had to chase an unfinished PH Jones repair? Yes No TotalsGas central heating 22% 78% 100%

67 242 309Biomass 0% 100% 100%


3 3 6Oil 0% 0% N/A



1 7 8Solid fuel (coal/log burner) 0% 100% 1

0 3 3Totals 71 257 328


If you have ever needed to contact PH Jones' office direct by telephone, approximately how long did it take for the telephone to be answered?

Less than a minute

Between 2 to 5 minutes

More than 5 minutes

I didn't get an answer /gave up Totals

Gas central heating 36% 48% 7% 9% 100%54 71 10 13 148

Biomass 0% 100% 0% 0% 100%0 1 0 0 1

Air source heat pump 0% 0% 100% 0% 100%0 0 1 0 1

Oil 0% 0% 0% 0% N/A0 0 0 0 0

LPG (liquid petroleum/bottled gas) 0% 0% 0% 0% N/A0 0 0 0 0

Storage heaters/Quantum heaters 67% 33% 0% 0% 100%2 1 0 0 3

Solid fuel (coal/log burner) 100% 0% 0% 0% 100%2 0 0 0 2

Totals 58 73 11 13 155


If you have ever spoken to PH Jones office/admin staff, how did you find them?

Helpful and effi cient

Unhelpful and/or diffi cult Totals


Biomass 0% 0% N/A0 0 0


Oil 0% 0% N/A0 0 0

LPG (liquid petroleum/bottled gas) 0% 0% N/A0 0 0

Storage heaters/Quantum heaters 75% 25% 100%3 1 4

Solid fuel (coal/log burner) 100% 0% 100%2 0 2

Totals 150 30 180


How would you describe PH Jones' reliability (i.e. turning up when promised)? Reliable Unreliable TotalsGas central heating 81% 19% 100%

259 59 318Biomass 100% 0% 100%


4 2 6Oil 0% 0% N/A




3 0 3Totals 276 64 340


Since PH Jones have taken over the responsibility for the maintenance of your heating system and/or smoke alarms how would you describe the service? Better

Much the same Worse Totals

Gas central heating 38% 50% 12% 100%119 158 38 315

Biomass 100% 0% 0% 100%2 0 0 2

Air source heat pump 0% 60% 40% 100%0 3 2 5

Oil 0% 0% 0% N/A0 0 0 0

LPG (liquid petroleum/bottled gas) 0% 0% 0% N/A0 0 0 0

Storage heaters/Quantum heaters 20% 70% 10% 100%2 7 1 10

Solid fuel (coal/log burner) 33% 33% 33% 100%1 1 1 3

Totals 124 169 42 335


Would you recommend PH Jones to a friend? Yes No TotalsGas central heating 74% 26% 100%

234 82 316Biomass 100% 0% 100%


1 4 5Oil 0% 0% N/A




2 1 3Totals 246 91 337


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