CUSTOMER SERVICE Customer service is what our business has been built on since we launched in 1971. Our success comes from delivering a professional service with a family business ethos – something that sets us apart from our PLC competitors. OUR CUSTOMER SERVICE COMMITMENT We are proactive, working to understand our clients needs and what’s important to them We establish clear points of contact early on and brief our team on client codes of conduct We are quick to identify problems and find solutions We keep our customers informed at all times, whether working on the public highway or private property We follow the ‘Considerate Constructor’s Scheme’ and closely monitor our performance We are good neighbours, working with the local community to minimise disruption and expedite our works We have a dedicated Customer department to help our water clients to deliver excellent customer service. Our customer liaison staff and planning team ensures that our stakeholder management plan is delivered effectively through timely, proactive communication with customers and key stakeholders. This reduces the number of escalations and unwanted contacts ensuring a consistent message is delivered throughout the duration of any project. J Browne has been a member of the Institute of Customer Service (ICS) since 2016. The ICS leads in setting and benchmarking customer service standards. C-MEX We recognise that our people are often the public face of our clients’ businesses so we do everything we can to keep our clients customers happy. For water company clients, this means we directly impact their C-MeX, a key performance output based on how customers feel about the service they receive. We make sure we have a positive impact on our clients’ C-Mex evaluation by proactive engagement throughout the duration of works, being open and transparent and keeping customers well informed, responding in a timely, professional manner, completing works to the satisfaction of impacted residents and businesses. ACCREDITATIONS HEALTH & SAFETY AND WELLBEING Safety is a core value of J Browne and has been for 50 years. We believe that sending our people home safe and well every day is the single most important duty we have as a business. We have built a strong collaborative safety culture where leadership is encouraged at all levels with a particular focus on influencing behaviours and looking after each other. Our behaviours flow from our values and our family business culture. Working with industry-leading businesses, we have demonstrated our ability to meet the industry’s most stringent health and safety standards and built long-standing relationships based on these shared goals. We have a principal objective of ‘target zero’ incidents in our business and operate a Health & Safety management system that we regularly review, setting new areas of focus and targets annually. INDUSTRY-LEADING STANDARDS We are certified to ISO 45001 We also maintain SSIP accreditation (Safe Contractor / CHAS / Exor) as well as UVDB ‘Verify’ (Category B2) EMPLOYEE TRAINING AND REVIEW Our externally-recognised behavioural safety programme along with regular work shops and safety alerts ensures that safety is always front of mind with our team. We identify training needs against our competency matrix and set minimum training standards for operatives (EUSR SHEA), supervisors (SSSTS), and operational managers (SMSTS or IOSH Managing Safely). We ensure our supervisors are equipped with the necessary leadership skills to run safe sites, and all staff complete our Cultural Behavioural Safety programme and Crossrail’s Frontline Leadership programmes EMPLOYEE ENGAGEMENT AND SUPPORT We engage with our people and encourage involvement through an active employee safety committee, local project health and safety meetings, and daily task briefings as part of our commitment to effective co-operation and co-ordination. A recent safety innovation relating to cycling was recognised at the Thames Water annual safety awards. We are active members of a number of safety organisations that share safety improvement ideas with our fellow contractors and clients including Thames Water, South East Water and Affinity Water. All our staff have access to our occupational health programme. Health & Safety Calendar 2020 The wellbeing of our employees is of paramount importance to us here at J Browne.That’s why our people receive training, regular communication and a targeted occupational health programme – all designed to help them stay healthy and happy at work. We provide all staff access to wellbeing medicals and ask all new joiners to complete pre-employment questionnaires. We run campaigns throughout the year on topics like heart disease, diabetes, cholesterol and cancer to improve awareness of key health issues and organise screening clinics for staff. We have adopted the Mates in Mind ‘Start the Conversation’ programme which has reached our entire workforce and supply chain. Currently 5% of our workforce are mental health first aiders (MHFA). ENVIRONMENT In 2019, we decided as a business to make a positive environmental change and to actively take steps that will put environmental improvement at the heart of our business. We are doing this because we think it is the right thing to do particularly in the light of the enormous damage that is happening to the natural environment as well as the major challenge of climate change that is becoming ever more obvious and daunting. We are supported by our clients in this challenge and we note the UK water sector has a 2030 net zero CO2 target. We understand that we will be judged in this area by our actions rather than words and we want to set meaningful and achievable goals. The following is a summary of the steps we are taking to make this objective a reality: 1) We have introduced Environment as one of our four core values to give it the profile it deserves in the business. 2) We have committed to a net zero CO2 target by 2030 with measurement and verification by an independent third party. 3) We will concentrate on net CO2 reductions including fleet electrification of fleet and equipment, renewal energy usage, behavioural change, supply chain alignment and better logistics planning. We will also consider forestation as part of this strategy. 4) A focus on reducing single use plastic throughout our business. 5) We will deliver 2 community based environmental enhancement projects per annum. Our first scheme is in partnership with Canals Trust and we are maintaining a section of the Lee Navigation in Enfield, London. We believe that if individuals and organisations are empowered to make a change and if we act together at community, national and international level we can make significant change for the better. Delivering essentials Timely maintenance and delivery of infrastructure solutions. Conduct our business with integrity Uphold the highest principles of business ethics and corporate governance. Improving people’s lives Environmental initiatives to enhance the local environment. Protect the environment Reduce environmental impact of our operations (emissions, waste and resources). Make change happen, together Actively engage with our stakeholders to contribute towards environmental sustainability. QUALITY Our approach to quality is “Right first time”, eliminating the waste associated with re-work. For 50 years we have built our reputation on delivering a quality service which has driven repeat business. Our commitment to it is summed up in these three goals: We aim to provide our customers with a high quality, value for money and comprehensive service that exceeds their needs and expectations We will ensure that the highest possible operational standards are achieved and maintained throughout all of the company’s business activities We will strive to give the client the best and most efficient service possible within our capabilities at all times We are certified to ISO 9001:2015. Our compliance is independently verified using internal and third-party audits by BM Trada. Our Business Management System is continually monitored by our Board to ensure that it continues to meet the needs of our business and our clients. We also ensure that all site resources, both directly-employed and subcontractors, are suitably qualified and experienced personnel. Online competence and training matrices allow site management to review current worker qualifications via QR code scanning of IDs before they start work. CASE STUDY 1 JBUP CASE STUDY 2 JB ASSURED CSR We strive to be a responsible business, constantly looking for ways to improve the way we work and the positive impact we have on the communities where we operate. OUR WORKPLACE We are committed to providing a healthy working and physical environment for everyone who works for us. We believe our workforce reflects the diversity of the communities in which we operate and this helps us to deliver a better service. We pay our staff a fair living wage, monitor gender pay and ensure that everybody has the opportunity to develop their full potential. WORKING POSITIVELY IN OUR COMMUNITY We are proud to be a family business with close links to the communities we live and work in. These links include a number of charities and organisations we have partnerships with including our local environment partner, Canals Trust with whom we maintain a section of the Lee Navigation near our HQ in Enfield. This is carried out by volunteers from J Browne and involves maintaining the canal for the benefit of the local community. We adopted Environment as a value in 2019 and we have plans to achieve Net CO2 emissions by 2025 which is a challenging but achievable target and the right thing to do. We support a number of local charities including Haven Hospice in Woodford Green and North Enfield Foodbank. We have a partnership with Haven House so that we donate £1 to this charity for safety intervention on our sites generated by our staff. In November 2020 we generated 628 interventions therefore raising £628 for this wonderful charity and we are determined to exceed this going forward while at the same time improving safety standards on our sites. “ We are delighted to have been chosen by J Browne Construction as their charity partner. The support we have received from the local business community during this extraordinary time has been vitally important to the hospice. Our partnership with J Browne means we will be able to help more families with seriously ill children and we are so grateful to them for their support. The future is still uncertain but working together is helping to keep our services running. — Lindy Hunt – Head of Community Engagement at Haven House – We have close links to UK Prostate Cancer UK, and we have donated over £25,000 to this fantastic research charity over the last few years primarily linked to fund raising linked to their annual March for Men. In the absence of this event due to the Covid-19 pandemic, we made a direct donation of £7,500 this year to the charity. We have also instigated an annual programme of PSA prostate cancer tests and education campaign within our business to ensure that we educate and have measures in place to detect early signs of this illness. We are significant local employers and we have over 300 full time employees and support a further 200 supply chain jobs primarily in London and the South East. We have links to local schools including the Oasis Academy in Enfield where we have taken part in a number of employment and STEM promotion events. “ We are so grateful to J Browne for their generous donation, and thank them for their continued support. The Covid-19 pandemic has sadly put much of our research at risk. However, the support of companies like J Browne can help us protect future research into better tests and treatments for prostate cancer and fund support for men and their families affected by this disease, which is now the most commonly diagnosed cancer in the UK. — Angela Culhane – Chief Executive, Prostate Cancer UK – THE ENVIRONMENT – NET ZERO CO2 BY 2025 We have an ambitious 2025 net zero CO2 target and we have adopted Environment as one of our four core Company values. MODERN SLAVERY STATEMENT INNOVATION J Browne is constantly looking for ways to improve the way we deliver our services. Our business is focussed on ensuring that we are delivering for our clients and delivering excellent customer service. This means that we must understand how technology and innovation might improve our performance. Some of the principles we adopt in innovation: We invest heavily in the development of our people, process and technology. We are on the leading edge on innovations which improve our business and are fast adopters when a new concept has been proven. As a privately owned business we can move quickly to invest. We attend national and international trade events to understand the latest trends and innovations. IFAT attendance. We look beyond our sector to manufacturing and beyond to understand how technology and productivity improvements can be made. EXAMPLE OF COLLABORATIVE LEARNING Finding smarter ways of working is a key part of improving how we work and delivering more efficiently. An important aspect of this is learning from others and we have worked with several our clients in the South East of England to share knowledge in reservoir maintenance. In 2019 we organised the inaugural reservoir forum with representatives from reservoir teams in Thames Water, Southern Water, South East Water, Affinity Water, Portsmouth Water and Sutton and East Surrey Water to exchange knowledge and learning across the industry. Areas we have benefited include the adoption of Laser scanning for mapping reservoir assets and adoption of BIM. This has led to less excavation and better customer outcomes on a number of our contracts. CONTACT US OUR HEAD OFFICE If you’d like to know more about our business or want to discuss a specific project and how we can help, please get in touch with a member of our team. Meelin House Unit 1-2, Pavilion Business Centre 6 Kinetic Crescent Enfield EN3 7FJ T: 020 3300 0033 F: 020 3300 0073 Depots: c/o Thames Water Depot Lea Bridge Road Hackney E5 9RJ c/o Thames Water Bexley WPS, Riverside Road Bexley DA14 4PT Brownes Commercial Centre 15 Edison Road Enfield EN3 7BY ENQUIRIES Privacy policy Copyright & Cookie policy J Browne Construction Co Ltd. Registered in England and Wales No. 01000440. J Browne Construction Co. Ltd is a wholly owned subsidiary of Renew Holdings plc © J Browne Construction 2020 By using this website, you agree to our use of cookies. We use cookies to provide you with a great experience and to help our website run effectively. OK