ISS Restoration appoints new Operations Director
The UK's leading disaster and restoration specialists – ISS Facility Services Restoration, have recently appointed Colin Kite as Operations Director for their Commercial, Complex & Major Loss operation.
Colin commenced his career with ISS Restoration as a Technician in 1998. Since that time Colin has held a number of operational and leadership roles within ISS, including Project Manager, Complex & Major Loss Manager and latterly Regional Manager with responsibility for Northern England & Scotland.
Colin will join the Restoration Board and will be working alongside Simon Ford, Operations Director of Rainbow International our sister company which offers complementary residential disaster recovery services.
Steve Mitchell, MD of ISS Restoration comments "Colin brings a wealth of operational experience and a deep understanding of our core business values. This will be critical to the success of our strategy of continually improving our customer journey through innovation and employee engagement in equal measure.""
Josie Matthews has taken the decision to leave the business after 24 years. Steve commented "I would personally like to thank Josie for her loyal and tireless work in building such a fantastic team and operation within her area of the business".
We're official members of The Institute of Customer Service
Exceeding customer service expectations of our customers is something we strive to achieve on every job here at ISS Restoration. That's why we're excited to announce that we've joined The Institute of Customer Service.
We decided that, with all the focus we place on our customer services, it was time we advertise our commitment to ensuring that whatever service we provide, we deliver a great customer experience with it.
We feel joining The Institute is the next logical step on the path of our commitment to offering outstanding customer services to all of our customers.
The Institute of Customer Service is the standard setter when it comes to customer service. An independent, professional membership body for customer service, The Institute drives standards of customer service across the UK and supports its 500 member organisations in excelling in their service delivery.
We'll be joining private, public and voluntary member organisations that all aim to deliver the highest quality of customer service.
The Institute of Customer Service will keep us up to date with insights and knowledge on the latest customer service news, practices and issues, in addition to giving us access to leading tools and training to ensure that we continue to be one step ahead of the market when it comes to putting our customers first.
ISS Restoration & Rainbow scoop two major industry awards
ISS Restoration and its Rainbow International brand were celebrating this month after winning two highly prestigious awards at the British Damage Management Association (BDMA) conference.
The BDMA is the certifying body for damage management professionals, setting standards and providing training and accreditation for practitioners and others across the wider insurance industry who are involved in the recovery and restoration of damaged properties.
ISS Restoration won the Commercial Damage Management Project of the Year award for its Restoration at a major food manufacturing plant after devastation caused when Storm Desmond, Eva and Frank hit the UK. An absolutely mind boggling 39 million litres of flood water had submerged the ground floor of the factory, causing serious consequences to production.
After a structured recovery plan, ISS rapidly restored full production back to the manufacturing facility, cleaning, decontaminating and de-odourising production equipment and machinery, helping to minimise business interruption and losses. The project was executed working in a collaborative environment alongside the factory’s own engineers, the Loss Adjuster and Insurance company. ISS’ efforts were estimated to have saved the client tens of millions of pounds through effective restoration and decontamination.
The successful evening at the awards presentation proved to be even more remarkable when Katie Russell, from Rainbow International’s Derbyshire branch, won the Claims Practitioner of the Year Award. This award is presented to the individual in the Damage Management industry who has demonstrated professionalism, application and recognition of client expectations in the context of property claims and is open to Accredited BDMA Claims Practitioners meeting the criteria.
In her short time at Rainbow, Katie has completed a Business Administrator Apprentice course with her local college. Her passion, commitments and drive also helped Katie to become the first person ever to receive the 'Young Achiever of the Year' award at the Rainbow International annual conference in 2017.
After completing her apprenticeship Katie was then nominated by her tutor to be put forward for Apprentice of the Year'. Katie won the award out of 30,000 apprentices and was one of just 15 individuals who were selected to receive an award at the House of Lords in London. Since then, Katie passed her BDMA Claims Practitioner exam and jumped straight into her Advanced Accountancy training.
Katie’s accolade was not only well received but richly deserved for an individual who shows so much commitment to learn and develop her career in the Damage Management industry.
ISS and Rainbow International’s evening provided further evidence of great success with the shortlisting in two additional categories:- Linda McAuslan, Technical Operations Manager for Rainbow’s Glasgow East branch, and Connor Richards, of ISS Restoration were shortlisted in the Damage Management Technician of the Year and Young Achiever of the Year awards respectively.
A fantastic evening for ISS Restoration and Rainbow International, and many congratulations to all the winners and those shortlisted.
New site Safety Stations rolled out to branches
The 'site safety station' idea was conceived during the 'site audit' process carried out by our Health and Safety team.
No 'off the shelf' product could be found to meet our needs, therefore bespoke stations were designed and built 'in house'.
The design allows for quantities of flammables to be adequately and securely stored, provides a work desk and back board which allows for the display of all company and project specific H&S documentation and the secure storage of a variety of other H&S equipment appropriate to each project. Other design requirements included maneuverability, quick to set up and to create an immediate impact to ISS staff and clients by providing a designated point where H&S information can be communicated and sought.
20 stations have now been built at a cost of approximately £1,000 each and rolled out across our business.
Steve Mitchell promoted to Managing Director, ISS Restoration
ISS is delighted to announce the appointment of Steve Mitchell as Managing Director of ISS Restoration.
Steve will now report to Matthew Brabin, CEO ISS UK & Ireland and be responsible for overseeing the 64-strong Rainbow International network, together with ISS Restoration's Commercial, Complex & Major Loss operation.
Phil Else leaves the business after 21 years. He joined in 1996 and following acquisition of the Rainbow brand by ISS in 2003 and successfully led the business as Managing Director.
Matthew commented "Phil has taken the decision to step away at this time and ISS owes him a great debt of gratitude for his contribution to ISS and the success of the Restoration business over the past 21 years. I am subsequently delighted to announce the appointment of Steve Mitchell into the role of Managing Director, ISS Restoration. Phil and Steve have worked closely together for the past 14 years.
Steve assumes the responsibility for the restoration business from his current role in the Commercial arm of the business where he has been Managing Director since 2010. Steve has held a number of senior roles across several restoration businesses over the past 22 years and thereby provides both a wealth of experience as well as continuity.
Steve Mitchell commented "We continue to see a tremendous amount of change both in the industry and our business. I would like to personally thank Phil for his tireless work which leaves the business on a sound footing, as the industry continues to develop.
"Our strategic vision sees the unique and combined strengths of Rainbow International and ISS Restoration's Commercial operation working seamlessly as one. This will position the business to better meet the needs of the changing landscape of the UK insurance marketplace".
ISS Restoration is confident that the business is well positioned to continue its customer-centric market leadership and look forward to further development of their world class customer service programme.
New Project Manager starts and Recruitment continues
ISS Restoration's, ambitious growth & recruitment plan continues from 2016 into 2017 with an additional Project manager for the Midlands region. Jim comes to ISS from a Project Surveyor and Electrical Manager role. This is just one of a number of new roles created and being recruited in Project Management, Property Team leaders and our Invoicing departments all designed to continuously improve our DR&R service and capability.
Cumbria Floods 2015/2106
When storms Desmond, Eva & Frank hit Cumbria in quick succession in Dec 2015 & January 2016 the combined forces of ISS Restoration and Rainbow Internationals branch network responded strongly to help support the residents and owners of the 5300 residential & commercial properties flooded.
Responding immediately by opening our Mansfield call centre on the first day of the incident, our phase 1 response saw 36 of branches mobilised to an area, normally served outside by 5. In total 2231 claims were received and handled by ISS, 1054 from over 18 different Loss Adjusters and 1177 directly from our Insurer clients. Ron Rookledge (pictured) is just one of the business and technical managers that co-ordinated the company wide response from a temporary business base set up, just off J44 of the M6. The strength of ISS Restorations network and drying equipment strategy ensured no shortages of driers and enough capacity to help out by taking on additional claims for our insurance customers and working in collaboration with other suppliers, the combined purpose to recover people's lives and properties as quickly as possible.
New Technical & Compliance Manager
New Technical & Compliance Manager, Nigel Waddington will be joining ISS Restoration on Monday 5th January 2015.
Nigel's role will include the promotion and growth of our technical building drying solutions, project management, compliance and training programmes for ISS staff and customers. This appointment is another 'people' investment to our business and further strengthens our technical drying capability, complementing the recent significant investment in new equipment. Nigel's role will further support ISS customers receiving cutting edge drying solutions and optimised drying days from ISS.
ISS RESTORATION wins top BDMA award
ISS Restoration has won major honours in the annual British Damage Management Association awards.
The company won the award for the Damage Management Project of the Year for its work in the recovery of one of the UK's biggest potato products plants after it suffered a fire.
The award recognised ISS Restoration's professionalism, customer care and value for money in carrying out the project and took into account overall client satisfaction. The award was presented to the three ISS Project Managers responsible for the recovery – Steve Robinson, Colin Kite and David Lunn – by Michael Fish MBE DSC and Nigel Waddington, UK Technical Manager for Corroventa.
Steve Mitchell, ISS Restoration Managing Director (Commercial) said: "This award recognises the hard work and commitment put in by everyone at ISS Restoration, not only in the delivery of this demanding project but also recognising the same dedication to each project we serve, large or small.
It confirms our strength and stability in the marketplace and that we are well on our way to become the UK’s number one disaster recovery company."