Programmed & Cyclical Maintenance : Community Overview and Scrutiny Committee on 03/03/2003

Waverley Borough Council Committee System - Committee Document

Meeting of the Community Overview and Scrutiny Committee held on 03/03/2003
Programmed & Cyclical Maintenance

ANNEXE 3

BEST VALUE FUNDAMENTAL SERVICE REVIEW

HOUSING: PROGRAMMED & CYCLICAL MAINTENANCE

IMPROVEMENT PLAN

ACTION PLAN	BY WHOM	BY WHEN [month = by month end]	BUDGET IMPLICATIONS	PROGRESS	REVISED TIMETABLE	SAVINGS
						Ł000
TARGET 1: Service Aims, Objectives and Standards That: · are responsive to customers’ needs and expectations · reflect legal requirements and the intention to provide a good quality service · take account of the Government’s Decent Homes standards and national targets · adhere to Equality of Opportunity and Human Rights principles · maximise Sustainable Development · help to reduce Crime & Disorder and fear of crime · are linked to compatible with corporate aims and objectives
Identify customer profiles and obtain feedback about their overall priorities for the service	Service Review Group	December 2001	Within existing budgets	Done	Done	0
Identify Equal Opportunities, Human Rights, Sustainable Development and Crime and Disorder issues to be reflected in service aims and objectives in addition to statutory requirements relating to programmed and cyclical maintenance	Head of Housing Maintenance	September 2002	As above	To be developed as part of Tenants’ and Leaseholders’ Charters as per repairs & maintenance strategy report to 6/11/02 Executive	April 2003	0
Develop service aims, objectives and standards in consultation with Tenants’ Panel	As above	As above	As above	Ongoing – series of workshops held with Tenants’ Panel during 2002	April 2003	0
In consultation with customers, contractors, staff and other stakeholders agree targets that will deliver the service to the agreed standards	As above	As above	As above	Ongoing – will be part of partnering contract for external decorations	March 2004	0
Develop and implement monitoring systems in relation to service standards and targets	As above	As above	As above	As above	As above	0
Agree with Tenants’ Panel feedback arrangements regarding performance in relation to standards	As above	As above	As above	As above	As above	0

ACTION PLAN	BY WHOM	BY WHEN [month = by month end]	BUDGET IMPLICATIONS	PROGRESS	REVISED TIMETABLE	SAVINGS
						Ł000
TARGET 2: Formal Policies And Procedures For Delivery Of Programmed And Cyclical Maintenance Service With Particular Emphasis On: · customer service · health and safety · efficiency · value for money
Develop a strategy to increase the balance of expenditure on repairs and maintenance in favour of planned maintenance Common action point with Day-to-Day Repairs	Head of Housing Maintenance	December 2002	Within existing budgets	Done	Done	Not yet quantifiable
Identify customer profile and obtain feedback about their priorities for improving the service	Service Review Group	December 2001	As above	Done	Done	0
Formalise and document process for involving Tenants’ Panel in development of annual and five-year programmes of planned maintenance	Head of Housing Maintenance	September 2002	As above	Introduced in 2001/02 and now repeated each year	Done	0
Develop code of practice for contractors in consultation with Tenants’ Panel covering all aspects of programmed and cyclical maintenance service	As above	September 2002	As above	Ongoing – first priority has been code of practice for repairs contractors	March 2004	0
In consultation with contractors and Tenants’ Panel, develop appointments system for visits by contractors and staff to tenants’ homes where access is required	As above	June 2002	As above	Implemented as appropriate	Done	0
Introduce procedures for consulting all tenants and leaseholders who are going to be affected by programmed and/or cyclical works and providing choice over finishes wherever possible	As above	September 2002	As above	Done	Done	0
Introduce systems for paying compensation to tenants for any failure to meet the Right to Repair requirements in relation to repairs to gas heating systems	As above	September 2002	As above	Better information regarding Right to Repair included in Tenants’ Handbook	February 2003	0
Develop and adopt recording, monitoring and reporting systems for customer complaints that are compatible with Departmental and corporate procedures	As above	May 2002	As above	Departmental system implemented for complaints.	Done	0
Produce policy and implementation plan for dealing with asbestos and any known other risks that includes a strategy for appropriate: · action to be taken to determine the nature of the risk · information to be disseminated to tenants, contractors, staff and any other affected parties · action to be taken to make safe Common action point with Day-to-Day repairs	As above	April 2002	As above	Policy agreed by Executive in spring 2002. Implementation plan/strategy being developed	Policy done. Implementation plan/strategy – November 2002	0
Re-examine and clarify roles and responsibilities of Surveying and Maintenance and Day-to-Day Repairs staff with a view to further streamlining and generalising functions where possible and appropriate Common action point with Day-to-Day repairs	Head of Housing Maintenance	March 2004	Within existing budgets	Relocation of S&M to Godalming has improved liaison & co-operation. Structure to be reviewed when MTC due for renewal	Done in part. Structure to be reviewed by March 2005	0
Complete documentation of policies, procedures and guidelines for all aspects of programmed and cyclical maintenance service and introduce arrangements for regular review	As above	October 2002	As above	Consolidation of policies/procedures ongoing	April 2003	0
TARGET 3: Improved Information For Customers
In consultation with the Tenants’ Panel, produce leaflet(s) explaining in plain English: · the service aims, objectives and standards · key policy issues · how the annual programme of works is developed	Head of Housing Maintenance	September 2002	Within existing budgets	Articles in Waverley Homes about planned maintenance service. Information on planned maintenance in Tenants’ Handbook. Discussions taking place with Tenants’ Panel about what else is required. Production of leaflet (if required)	June 2002 February 2003 November 2002 September 2003	0
Give the leaflet(s) to all existing and new tenants	As above	As above	As above	Despatch (if produced)	April 2004	0
Ensure that tenants are aware of the Right to Repair provisions in relation to repairs to gas heating systems	As above	May 2002	As above	Information about Right to Repair included in Tenants’ Handbook	February 2003	0
Publish a summary of the annual programme of programmed and cyclical maintenance works that have been approved by the Council in Tenants’ Extra so that all tenants are aware of what works will be taking place and in which area. Send details to leaseholders.	As above	June 2002 and ongoing	As above	Information included in summer 2002 issue of Waverley Homes Format for more detailed information to be agreed with Tenants’ Panel and leaseholders	Done in part Further details of programme to be published by March 2004	0
Provide all tenants and leaseholder who will be directly or indirectly affected by programmed and/or cyclical works with detailed written information including: · proposed timetable for works · likely disturbance · code of practice for contractors · identity of contractors · contact point for complaints and enquiries · commitment to keep residents informed about start/finish dates	As above	May 2002 and ongoing	As above	Done	Done	0
Ensure residents affected by works are informed about any delays or changes to the timetable for the works	As above	Ongoing	As above	Done	Done	0
Consult the Tenants’ Panel on the performance information to be provided about the service	As above	July 2002 and ongoing	As above	Ongoing	April 2003	0
Include regular articles in Tenants’ Extra on those aspects of performance identified as priorities by Tenants’ Panel	As above	Ongoing	As above	Ongoing	April 2003	0
TARGET 4: Improved Stock Condition Information Available To All Housing Staff
Investigate and report on the range of stock condition data that is needed and can be made available on Orchard (integrated housing management system)	Head of Housing Maintenance	May 2002	Within existing budgets	Depends on relating Decent Homes data to property addresses	April 2004	0
Determine contents and format of database of stock condition information that is capable of being directly input or downloaded onto Orchard	As above	July 2002	As above	As above	As above	0
Input existing data onto Orchard	As above	December 2002	As above	As above	As above	0
Develop plan and timetable for gathering additional stock condition data including using staff routinely visiting properties	As above	September 2002	As above	Ongoing	Target to gather 25% of data by April 2003 and remaining 75% by April 2004	0
Draw up pro-forma for staff to use to gather stock condition data	As above	As above	As above	Resources being investigated to gather data	December 2002	0
Investigate use of hand-held computers and/or other systems to enable gathering and inputting of stock condition data to be carried out as efficiently as possible	As above	As above	As above	As above	As above	0
Staff to gather stock condition data during visits to properties and input data onto Orchard using most efficient and cost-effective method available	As above	April 2004	As above	MicroSurvey will be used to analyse data which will eventually be downloaded to Orchard	April 2004	0
TARGET 5: Maximising Use Of IT And Working Towards E-Government Targets Common target with Day-to-Day Repairs and Voids Management – see Improvement Plan relevant to All Housing Services
Develop strategy for future use of IT within Surveying and Maintenance Section	Head of Housing Maintenance	April 2002	Within existing budgets	Done	Done	0
Draw up plan and timetable for implementation of Orchard and transfer of data currently held on Access databases to it	As above	As above	As above	Ongoing	Implementation of Orchard to be completed by March 2003	0
Where existing Access databases are to be retained examine ways in which they can be streamlined	As above	September 2002	As above	Ongoing	Ongoing	0
Investigate ways of creating further linked IT systems with contractors where appropriate	As above	Ongoing	As above	Done where appropriate	Done	0
TARGET 6: Robust Systems For Improved Performance Management Systems For Monitoring Quality And Efficiency Of Service
In consultation with the Tenants’ Panel introduce mechanisms and/or enhance existing systems to obtain regular detailed customer feedback on the service including troduce comprehensive satisfaction monitoring, analysis and reporting for all aspects of the programmed and cyclical maintenance service including repairs carried out to gas heating systems, “mystery shopping” exercises etc.	Head of Housing Maintenance	September 2002	Within existing budgets	Done	Done	0
Introduce systems for monitoring, analysing and reporting whether appointments have made and kept in relation to repairs to gas heating systems	Head of Housing Maintenance	May 2002	Within existing budgets	Investigated – could not be done as part of existing contract	To form part of new contract due for renewal June 2003	0
Develop systems to analyse information provided through complaints to identify issues and trends relating the quality of the service	As above	As above	As above	Done	Done	0
TARGET 7: Contract Arrangements For Programmed And Cyclical Maintenance That Ensure Quality Of Service And Value For Money
Pilot an area of programmed or cyclical works on partnering basis (in accordance with Egan/”Rethinking Construction” principles)	Head of Housing Maintenance	March 2003	Within existing budgets	Ongoing. Half of external decorations 2003/04 contract to be piloted on partnering basis	Implementation March 2003	Not yet quantifiable
Evaluate partnering contract against conventional contract in terms of value for money, quality of work and customer satisfaction	As above	As above	As above	As above	As above	0
Investigate and where possible introduce a Schedule of Rates type of approach to other programmes of work including external decoration	As above	As above	As above	Ongoing	Ongoing	Not yet quantifiable
Involve Tenants’ Panel in selection of contractors	As above	As above	As above	As above	As above	0
Seek Members’ approval to add Repairs MTC contractors to Programmed & Cyclical works standing list of contractors	As above	As above	As above	Done	Done	Not yet quantifiable

(housing/mwrigh/hsg/bv review maintenance/maintactionplan5progress1)