KWL Celebrates Major Milestone in Planned Works and Adaptations
KWL is proud to celebrate a remarkable achievement in its planned works and adaptations service, after successfully clearing a backlog of more than 1,000 referrals and completing £4 million worth of work in a single year.
Help to reduce a significant backlog
At the start of the year, KWL was approached by Hull City Council with an important challenge: to help reduce a significant backlog of referrals for vulnerable customers awaiting adaptation work. This required KWL to expand its service offering and take on new responsibilities to help meet customer needs more effectively.
New processes and services
To support this work, KWL introduced a number of new processes and services, including a design service, attendance at Occupational Therapy panels to ensure designs were fit for purpose, new self-delivery teams, a new framework of subcontractors, new supervisors, two new senior supervisors and a new Customer Liaison Officer on the contract.
Demanding target
Delivering this level of change was no small task. The team faced a demanding target of £4 million in completed works, especially when set against previous contract figures of £1.2 million in 2024–25 and £1.8 million in 2025–26. Reaching that target required hard work, commitment and real teamwork across the business.
Jon Usher, Operation Manager, internal and external planned works and adaptations said: “Despite the challenges, the whole team rose to the occasion and made the impossible possible. Through determination, collaboration and a shared focus on quality and customer service, KWL not only met but achieved its ambitious £4 million target.”
Award nomination
As well as this outstanding operational success, KWL is also delighted to share that the adaptations team and Hull City Council’s adaptations team were jointly nominated for an award at the annual Hull Teams Awards Ceremony, where they proudly received a Highly Commended Ambition Award.
Roger Grannon, Chief Executive Officer said: “This recognition is a testament to the dedication, flexibility and professionalism of everyone involved. KWL would like to thank all team members for their hard work and commitment throughout the year.
“Together, they have delivered a service that makes a real difference to vulnerable customers and their families, helping people live more safely, comfortably and independently in their homes.”