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In line with the Egan report USL identify that traditional approaches in the construction industry need to change in order to better meet Client needs. Too often consultants are accused of being complacent and this is reflected in Clients' perceptions of construction projects as being unpredictable in terms of delivery on time, to a budget and to the desired quality. In fact a British Property Federation survey revealed that 'more than a third of major clients are dissatisfied with consultants' performance in co-ordinating teams, in design and innovation, in providing a speedy and reliable service and in providing value for money.

PERFORMANCE

USL was originally established to provide a consultancy service where Client satisfaction is at the core of its success. In order to monitor the quality and relevance of services being delivered, USL have developed in-house systems and tools which are tailored at the beginning of each appointment to relate directly to individual Client concerns. This approach to service provision is made transparent to the Client in order to ensure accountability of the consultancy process at all stages.

VALUE

'Best Value' is an essential part of USL's focus when delivering services. USL's innovative approach enables its consultants to build up a clear understanding of the Clients needs and wants, not only at the briefing stage but also at measured intervals during the appointment period. This process is monitored by a Director and forms the basis of internal and external reviews at prescribed intervals to ensure value for money is achieved.

ADAPTABILITY

To provide such performance and value USL recognised that a change was needed in the way consultants approach what may be considered, traditional processes. Whilst USL established this approach from the outset, to constantly improve and deliver successful projects requires continual adaptation. This is achieved by internal review, which is sensitive to the changing requirements of our Clients.