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‘Meet the Team’ Open Days

Published 4 November 2019 | No comments
Written by Dan Ambrose
Categories Community liaison Complaint procedure Feedback/questionnaires Residents Sensitivity to neighbours Updates
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CategoriesCommunity liaison Complaint procedure Feedback/questionnaires Residents Sensitivity to neighbours Updates
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The Kier team on the A13 Road Widening Project hold a monthly ‘Meet the Team’ event at their site offices in Thurrock. The event enables members of the public to attend – with no appointment necessary – to learn more about the project, ask questions or lodge complaints. The events are advertised via the project newsletter, on the website, social...
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Early engagement with local access and usability groups

Published 11 October 2019 | No comments
Written by James Morfitt
Categories Feedback/questionnaires Local and special needs Sensitivity to neighbours Visual/hearing impaired
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CategoriesFeedback/questionnaires Local and special needs Sensitivity to neighbours Visual/hearing impaired
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The project team built a mock-up of the proposed cycle path and pavement surfacing before inviting local access and usability groups to provide feedback. The Dementia Group provided positive feedback about the ‘sparkle effect’ (from the addition of crushed glass) of the cycle path resin which could look like water to a dementia sufferer, preventing them walking into it. We...
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Travel Survey 1 vote, average: 5.00 out of 51 vote, average: 5.00 out of 51 vote, average: 5.00 out of 51 vote, average: 5.00 out of 51 vote, average: 5.00 out of 5

Published 2 September 2019 | No comments
Written by Kirsty Cuthbertson
Categories Air quality Awareness Campaigns Feedback/questionnaires Travel plans
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CategoriesAir quality Awareness Campaigns Feedback/questionnaires Travel plans
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Thursday 20th June was Clean Air Day 2019, the UK’s largest campaign against air pollution. Before this on Wednesday 5th June it was World Environment Day, the United Nations’ day for encouraging worldwide awareness and action to protect our environment, with this year’s theme focusing on air pollution. Between the two events, a travel survey was sent out to all...
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Paperless Community Suggestion Box 1 vote, average: 5.00 out of 51 vote, average: 5.00 out of 51 vote, average: 5.00 out of 51 vote, average: 5.00 out of 51 vote, average: 5.00 out of 5

Published 10 May 2019 | No comments
Written by Tomasz Labedzki
Categories Community liaison Community notice board Feedback/questionnaires Public survey Residents Sensitivity to neighbours
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CategoriesCommunity liaison Community notice board Feedback/questionnaires Public survey Residents Sensitivity to neighbours
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We are proud to introduce a “Paperless Community Suggestion Box”. This invention benefits of entirely of eliminating a paper versions of a Suggestion Boxes by using online questionnaire forms to provide feedback, suggestions and comments etc. from the public. We display a QR code on the hoarding/ notice board and when a passer-by scans it with a mobile phone, this...
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Site Interactive Digital Table

Published 23 April 2019 | One comment
Written by Antony Rees
Categories Feedback/questionnaires Reduce
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CategoriesFeedback/questionnaires Reduce
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The site team was looking through methods of reducing paper waste and increasing the accessibility to documents such as the construction drawings. We wanted to increase collaborative working between the management and our supply chain, and embrace the technology we can access. As a result, an interactive digital screen was created, which allows the site management and operatives on site...
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Public Feedback Board

Published 13 September 2018 | No comments
Written by Jane King
Categories Community liaison Cooperation Feedback/questionnaires Universities
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CategoriesCommunity liaison Cooperation Feedback/questionnaires Universities
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The Manchester Metropolitan Arts and Humanities Project is in the heart of the University Campus meaning there are lots of members of the public and students that interface with the site and our staff. As such, the site implemented a ‘Public Feedback Board’ encouraging feedback on being a good neighbour. Passers by can use a QR code to provide feedback to...
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Noise Pollution Immediate Feedback

Published 6 August 2018 | No comments
Written by Justin Feltham
Categories Feedback/questionnaires Noise
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CategoriesFeedback/questionnaires Noise
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To avoid the delay between a noise complaint being received and addressed a system for immediate feedback to the workforce was developed. Previously a series of noise complaints from residents had been received due to an excavator being used to load barges with spoil during a night shift. When a complaint was received there would be a long line of...
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#Hashtag roadside signs better reach customers

Published 20 July 2018 | No comments
Written by Andrew Sharp
Categories Clients Pre-start information Promoting Construction campaign Regular review Social media Updates
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CategoriesClients Pre-start information Promoting Construction campaign Regular review Social media Updates
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Better communicating with our customers is a key challenge for us in maintaining the strategic road network. Customers (our community) are not always easy to reach with traditional communication tools and methods given the transient nature of customers on the network. We developed and delivered simple #A64 and #M621 platforms on social media. Then by placing simple signs at the...
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Four steps to dialling up customer focus on schemes

Published 20 July 2018 | No comments
Written by Andrew Sharp
Categories Clients Feedback/questionnaires Regular review
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CategoriesClients Feedback/questionnaires Regular review
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A-one+ are keen to learn lessons about customer experience and ensure schemes on the road network reflect latest feedback and trends. We set aside Tuesdays during June to focus on this – our ‘Four June steps to dialling up customer focus on schemes’, focusing on a different aspect of customer experience each week to discuss and share with our staff,...
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Wellbeing Questionnaire

Published 5 January 2018 | No comments
Written by Darren Peck
Categories Feedback/questionnaires Health screening
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CategoriesFeedback/questionnaires Health screening
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The Mace team at Grosvenor Crescent attempted to quantify wellbeing statistically. A wellbeing questionnaire was created. This questionnaire is used by the NHS to test Wellbeing in the UK and was created by the University of Warwick Medical School (Warwick-Edinburgh Mental Wellbeing Scale (WEMWBS)). The questionnaire involves 14 Questions with five response options available per question. Each response option generates...
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Customer dashboard turns data to intelligence for our workers

Published 29 November 2017 | No comments
Written by Andrew Sharp
Categories Clients Feedback/questionnaires Regular review
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CategoriesClients Feedback/questionnaires Regular review
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In a data rich world, we understand the importance of turning data into intelligence so that our teams can make sense of the data and adapt customer facing initiatives on site to address the need. So we decided to analyse our customer feedback data in a number of different ways so that our project and site managers could more easily...
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Project Website

Published 11 July 2017 | No comments
Written by Valerie Cox
Categories Feedback/questionnaires Site, company and out of hours contact information Social media Updates
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CategoriesFeedback/questionnaires Site, company and out of hours contact information Social media Updates
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We have created a dedicated website for our development at Carnarvon Road, Essex. The website includes information about the development, about us (the developer), a contact page, and a blog with all the latest news, images and events we are hosting. The website also includes a feedback form, which can be used by the community and workforce. It is simple...
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Operative feedback form

Published 1 June 2017 | No comments
Written by CCS Best Practice Hub Administrator
Categories Feedback/questionnaires Operative behaviour
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CategoriesFeedback/questionnaires Operative behaviour
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Construction companies which specialise in providing labour must ensure that their workers are considerate and respect the community. See the examples below for how one company addressed this: At the end of the shift, the main contractor is required to fill in a site-specific feedback questionnaire. The questionnaire allows the contractor to provide feedback to operatives before they leave the...
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Feedback Circle for Community Members

Published 26 May 2017 | No comments
Written by Laura Hampson
Categories Charities/organisations Feedback/questionnaires Sensitivity to neighbours
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CategoriesCharities/organisations Feedback/questionnaires Sensitivity to neighbours
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The Mace site at 145 City Road, London created an online version of the CCS community feedback form. They promoted it by giving £1 to the local charity for every response. Once all forms had been submitted, the responses were reviewed and the team wrote an article in the next community newsletter based on the ‘You said, We did’ format....
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Ipsos MORI Driver Survey

Published 13 April 2017 | No comments
Written by CCS Best Practice Hub Administrator
Categories Clients Consultants Feedback/questionnaires Public survey
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CategoriesClients Consultants Feedback/questionnaires Public survey
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It is essential that construction sites are mindful of their impact on the community, especially when the works involve a great deal of disruption. For instance, road improvement schemes can cause inconvenience to people in the local area. See the examples below for how one highway site addressed this: Highways England commissioned the independent polling body Ipsos MORI to carry...
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Social Sustainability: Living at Saffron Square

Published 20 March 2017 | No comments
Written by Rose Jaffray
Categories Feedback/questionnaires Local and special needs Public survey
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CategoriesFeedback/questionnaires Local and special needs Public survey
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Research was carried out by a team of researchers from LSE London to report on the mid-term social sustainability of Berkeley Homes’ Saffron Square development in central Croydon. The report sets out what residents said that they appreciate about living at Saffron Square and what they think could be improved. It assesses the quality of design and management of the...
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Accessing the Community through Technology

Published 14 March 2017 | No comments
Written by Rory Forward
Categories Feedback/questionnaires Phone Programming
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CategoriesFeedback/questionnaires Phone Programming
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To engage with a larger portion of the public and to provide an easy and portable way of providing information we created our own QR scanner codes. The codes work through any QR scanner app available on the majority, if not all, smartphones. Originally the QR code was used to update the public on the progress of the site. We...
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Single point of contact for site neighbours

Published 20 February 2017 | No comments
Written by Laura Stone
Categories Complaint procedure Feedback/questionnaires Sensitivity to neighbours Site, company and out of hours contact information
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CategoriesComplaint procedure Feedback/questionnaires Sensitivity to neighbours Site, company and out of hours contact information
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The Edinburgh St James redevelopment is surrounded by small and large businesses and residents, and situated in a busy city-centre location. Having this single point of contact for the main contractor, for site neighbours and other interested parties to address any concerns and questions relating to the redevelopment, is working really well. The dedicated community liaison telephone number and email address are communicated...
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Mobile Phone Feedback System 1 vote, average: 4.00 out of 51 vote, average: 4.00 out of 51 vote, average: 4.00 out of 51 vote, average: 4.00 out of 51 vote, average: 4.00 out of 5

Published 14 November 2016 | No comments
Written by CCS Best Practice Hub Administrator
Categories Complaint procedure Feedback/questionnaires Phone Programming
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CategoriesComplaint procedure Feedback/questionnaires Phone Programming
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Public and community feedback is important for all sites to allow improvement. It can be difficult to identify every form of disruption that is being caused and therefore the community can provide this essential information by providing a platform for communication. One site achieved this through the example below: The team introduced a new mobile app that allows project visitors...
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Feedback Using Social Media

Published 4 November 2016 | No comments
Written by London City Island
Categories Feedback/questionnaires Public survey Social media
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CategoriesFeedback/questionnaires Public survey Social media
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We have added additional ”Review” button onto our Facebook page to enable people to tell us what they think about London City Island. The Review includes 1 to 5 star scoring plus a 50 character message. We welcome any feedback and apart from all the suggestion boxes installed around the Project, we decided to take the opportunity to offer to...
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Customer Hub

Published 25 October 2016 | No comments
Written by Andrew Sharp
Categories Clients Management review Meeting agenda Promoting Construction campaign Public survey Regular review
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CategoriesClients Management review Meeting agenda Promoting Construction campaign Public survey Regular review
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We have developed a bespoke Customer Hub group which meets regularly to both look back at previous trends and to look forward to review new and engaging ways to communicate with customers. The Hub has signed up to a Terms of Reference document and customer strategy document which is directly aligned with Highways England’s customer strategy. The members of our...
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Public voting feedback

Published 30 August 2016 | No comments
Written by CCS Best Practice Hub Administrator
Categories Feedback/questionnaires Public survey
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CategoriesFeedback/questionnaires Public survey
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Interaction with the community can provide valuable feedback and improvements. Communication between site and the public is key in obtaining feedback. The easier this is the better. One site below demonstrated this in the example below: Site had voting devices with four buttons (smiley face to grumpy face) for the public to press for the site to get instant feedback: Issues...
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Visitor satisfaction questionnaire

Published 15 August 2016 | No comments
Written by Gabriel Square Project
Categories Feedback/questionnaires Public survey
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CategoriesFeedback/questionnaires Public survey
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Higgins Construction is committed to delivering the highest quality service possible at all times. Therefore we are encouraging all our site visitors to provide feedback on their perception of health & safety and the environmental conditions they encountered whilst on site. All comments from the questionnaire are used for improvement, where required.
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Virtual reality goggles 1 vote, average: 4.00 out of 51 vote, average: 4.00 out of 51 vote, average: 4.00 out of 51 vote, average: 4.00 out of 51 vote, average: 4.00 out of 5

Published 3 August 2016 | No comments
Written by CCS Best Practice Hub Administrator
Categories Feedback/questionnaires Residents Updates
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CategoriesFeedback/questionnaires Residents Updates
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Including the local community in the project is important to raise the image of construction. Providing opportunities to involve the community establishes a considerate and respective relationship. This in turn allows greater communication and co-operation between site and community, improving the image and service of the industry. The below site demonstrates this through the below example: The use of virtual...
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Compliments, Comments and Complaints Record 1 vote, average: 5.00 out of 51 vote, average: 5.00 out of 51 vote, average: 5.00 out of 51 vote, average: 5.00 out of 51 vote, average: 5.00 out of 5

Published 11 July 2016 | No comments
Written by CCS Best Practice Hub Administrator
Categories Complaint procedure Feedback Feedback/questionnaires Guidance Regular review Scheme posters/banners
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CategoriesComplaint procedure Feedback Feedback/questionnaires Guidance Regular review Scheme posters/banners
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Feedback should always be encouraged and utilised to improve the image of construction. In order for sites, companies and suppliers to continuously improve their working methods and environment, feedback must be encouraged, received and reacted to. This should encompass every side of the working environment of a construction site including the workforce itself, visitors and the surrounding public. Any effort...
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Online Visitor System 1 vote, average: 3.00 out of 51 vote, average: 3.00 out of 51 vote, average: 3.00 out of 51 vote, average: 3.00 out of 51 vote, average: 3.00 out of 5

Published 16 June 2016 | No comments
Written by CCS Best Practice Hub Administrator
Categories Facilities for visitors Feedback/questionnaires Intranet Regular review Signing in Signing out Visitor information
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CategoriesFacilities for visitors Feedback/questionnaires Intranet Regular review Signing in Signing out Visitor information
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Visitors to site should always feel welcomed, safe and secure. It is important that visitors are comfortable in understanding the site through inductions, safety procedures, project information and general interest. This not only ensures a positive and safe experience during the time of visit but also promotes a professional and accommodating image for the industry. One site achieved this by using an...
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Free puncture repair kits for cyclists

Published 3 March 2016 | No comments
Written by David O'Connor
Categories Goodwill Public Regular review
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CategoriesGoodwill Public Regular review
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Work on site should be carried out with minimum impact on local residents and businesses. We always consider the community around our site and how our work may have an affect. On review of the site surroundings we realised that there were a lot of cyclists in the immediate area. To support these cyclists who were a part of our local community...
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Keeping the public informed about your site 1 vote, average: 5.00 out of 51 vote, average: 5.00 out of 51 vote, average: 5.00 out of 51 vote, average: 5.00 out of 51 vote, average: 5.00 out of 5

Published 5 February 2016 | No comments
Written by CCS Best Practice Hub Administrator
Categories Operative behaviour Pre-start information Regular review Site, company and out of hours contact information Updates
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CategoriesOperative behaviour Pre-start information Regular review Site, company and out of hours contact information Updates
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Sites should aim to build good relations with the community. Pre-start information and constant communication channels and updates are good ways to minimise the risk of unnecessary conflict or complaints. Below is an example of how a site proactively communicated with the local community: A ‘Changing Lives’ interactive area was set up in the site office’s reception for visitors to...
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Using Geocaching to Engage the Local Community

Published 18 January 2016 | No comments
Written by CCS Best Practice Hub Administrator
Categories Public Regular review Site, company and out of hours contact information
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CategoriesPublic Regular review Site, company and out of hours contact information
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Implementing creative, engaging techniques is crucial towards promoting a positive image of the industry. Useful site and project information made publicly available through Geocaching helps to engage the local community and attract general interest towards the site. Geocaching is an outdoor recreational activity, in which participants use a Global Positioning System (GPS) receiver or mobile device and other navigational techniques to hide and...
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Informing Operatives via Motion Sensor Voice Messages

Published 14 January 2016 | No comments
Written by CCS Best Practice Hub Administrator
Categories Operative behaviour Regular review
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CategoriesOperative behaviour Regular review
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Site operatives should be routinely briefed on current community issues which have been a result of construction work in the area as well as site safety messages. Maintaining regular communication with site operatives not only demonstrates a courtesy to the general public at all times but also ensures a high level of constant site safety for its workforce. Below is an example...
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What is the Hub?

The Hub features examples of construction industry best practice sourced from across the UK and Ireland. It can be used by anyone in the industry including site managers, contractors, suppliers and clients, who are looking to improve their standards of considerate construction.

The Hub is a Considerate Constructors Scheme initiative.

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What is the Considerate Constructors Scheme?

The Scheme is a not-for-profit organisation founded by the construction industry to improve its image.

The Scheme monitors construction activity across the UK and Ireland, scoring registered sites, companies and suppliers against a Code of Considerate Practice.

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