Based in the heart of Cardiff, Thornhill Construction Ltd offers a responsive maintenance service staffed by knowledgeable personnel supported by time served tradesmen. Orders received either orally or in written form are processed and prioritised according to the needs of the client and issued for action. A full monitoring procedure ensures that target dates are met in particular emergencies are dealt with in accordance with instructions received. The administrative centre is staffed from 8.30 am until 5.30 pm but thereafter measures are taken to ensure appropriately trained staff are available 24 hrs, 365 days a year, to deal with all eventualities.

The firm is owned and directed by Mrs Suzanne Evans who is overseer of all procedures within the organisation. Supported by fully trained and experienced staff, the departments within the organisation consists of the following; Quantity Surveying - Preparation of quotations and valuation of works Order Processing - A multi functional department dealing purely with order throughput and monitoring of progress. Contracts Management - Site supervision and quality assurance. Accounts - Financial control and credit management to ensure sufficient capital to continue to effectively finance the service. Administration- Client liaison and problem solving and the means by which all departments are fully informed of each other's actions. Each of the department's staff has the appropriate qualifications and experience to carry out his or her duties successfully.

The firm is located in the heart of the city at 32a Lower Cathedral Road, Cardiff CF11 6LT and operates within an area from Swansea in the west, Builth Wells in the north to Chepstow in the east. We are and will continue to be a Welsh based Contractor.

Thornhill Construction Ltd employs 31 time served operatives together with three Bona fide subcontractors, a total of 34 site personnel. Standard hours are 8.30 am to 5.00 pm Monday to Friday. Orders received are sorted in accordance with the following criteria; Target date Trade requirements Location Appropriate operatives or multiples thereof are then selected and the order issued for action. In the case of emergencies this is within 15 minutes of receipt. For other orders this depends on access arrangements made by the administration section in consultation with the contracts department but always in sufficient time to meet target dates. With the number of operatives and the duplication of trades there is always sufficient cover in the event of sickness and absence, or a variation in the volume of works orders received. ALL operatives as well as Contract Management staff have digital mobile telephones and are available at all times.

Primarily the responsibility of the Contracts section but the structure of the firm allows for all staff to be actively involved in the day to day running of the business to ensure client satisfaction. Feedback is encouraged producing a dynamic response to problem solving which can then be incorporated into out standard procedures. The principles in the contracts section between them have in excess of 60 years experience within the building industry and have actively been involved in planned maintenance as well as responsive maintenance for much of that time.

We do get them but due to the way we operate and the procedures we adopt, not very often. All such repair/complaint calls are logged on receipt and are date and time stamped. Issued immediately to the contracts section they are prioritised as emergency and are fed into the system to be dealt with. Feedback is essential of course and investigations into the cause of the repair/complaint are taken up with the operative concerned with appropriate action taken to ensure future compliance. Often procedures are amended following rectification of the problem. All staff are actively involved in this process to promote better efficiency.

Electrical work is subcontracted, as previously reported, to Bona fide subcontractors who are suitably registered with NICEIC or ECA as necessary. These subcontractors have a long association with Thornhill Construction Ltd and this closeness enables you as the client to deal with them as you would with us. They are in effect the specialist division in their trade of the firm and are controlled and operated under a "back to back" arrangement to comply with the conditions of contract applicable. The Quantity Surveying department deals with the requirements of the Contract Conditions and ensures all other sections are aware of same, particularly in respect to Client/Occupiers of the respective properties. From experience we have found that there can never be too much feedback and information spread, and operating on the principle of informing both tenant and Client staff well in advance of any action/procedure to be taken, ensures smooth running and good relations.