How We Work

Customer Care

We care about our customers

As part of our commitment to prompt and faultless delivery, we strive to exceed our customers’ expectations on every project.

For Beard, providing a consistently excellent, customer-focused service is as important as delivering a project on time and to programme.

We have therefore put in place quality procedures to make sure that every project is delivered to the high standard which the company and our customers expect – and that the importance of superb customer care is understood by our workforce.

Every one of our employees is trained in customer care through a bespoke course covering every aspect of service delivery. Performance-based bonuses are also tied to customer satisfaction and quality delivery.

Key Performance Indicators

We use the Key Performance Indicator (KPI) system recommended by Constructing Excellence to benchmark our performance and drive improvement.

At the start of each project, our project team asks the customer about their key goals for the project. Our performance against these goals is then regularly reviewed.

After handover, the project stakeholders are interviewed and the results analysed and published as part of our Balanced Scorecard and Board report. Best practice and lessons learned are shared throughout the company so that we keep improving the service provided to customers.

After care is equally important. In each office the Construction Director is responsible for ensuring that each project is delivered to the required standard and that any defects or snags are quickly resolved.

How we work

The E. W. Beard team as a whole has been first class, but it would be remiss of me if I didn’t single out Steve Lambourne for particular mention. I have worked closely with Steve on a day-to-day basis and I have valued his understanding of the problems posed by major works on a school site. He has delivered two major projects on a school site that is always busy and crowed and he has successfully managed this despite the various constraints that we have placed upon him along the way. I admire and commend his ‘can do’ attitude. Steve has been utterly co-operative, responsive and helpful throughout.


In recent years, building developments on site have required me to liaise with a number of contractors. None have matched the standards of communication and co-operation achieved by E. W. Beard. Thanks for all your efforts on our behalf and I look forward to working with you in the future.

John Gill, Facilities Manager, Warriner School

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