Gasway Services

Gasway Services provide boiler maintenance and installation services to over 30,000 homes in the Eastern Region – and over recent years have established themselves as a household name.

On winning a contract with Norwich City Council to provide services to 16,000 council managed homes in the city, Gasway experienced a very sudden and significant growth spurt. To help manage the challenges arising from such abrupt growth, Gasway engaged the services of Inspired Change.

Inspired Change’s mission was split into two projects: Customer Optimisation and Financial Control. In the former, we helped by introducing Gasway to another successful local business, Open Contact. Their call centre services have helped Gasway to streamline their customer service and significantly improve levels of satisfaction among service users.

In terms of financial control and forecasting, Inspired Change undertook a detailed and in-depth financial review, helping to build a finance model that can forecast performance 12 months ahead.

Working with Inspired Change is having a very positive impact on our business. Following our successful bid for the Norwich City Council contract, our business has grown very quickly. The core of our business is very much centred on providing excellent customer service and as a business we tried to balance this alongside the rapid growth. The work Inspired Change has done with us has essentially been a form of ‘positive interference’; identifying how we can maintain our high levels of service as we grow. The introduction of Open Contact has allowed us to extend our hours and support our resources to offer this customer service over a longer period.

Liam Betts
Gasway Services