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Waverley Borough Council Committee System - Committee Document

Meeting of the Executive held on 01/04/2003
BEST VALUE FUNDAMENTAL SERVICE REVIEW - HOUSING: PROGRAMMED & CYCLICAL MAINTENANCE IMPROVEMENT PLAN



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
000
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 serviceService Review GroupDecember 2001Within existing budgetsDone
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 maintenanceHead of Housing MaintenanceSeptember 2002As aboveTo 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’ PanelAs aboveAs aboveAs aboveOngoing – 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 standardsAs aboveAs aboveAs aboveOngoing – will be part of partnering contract for external decorations
March 2004
0
Develop and implement monitoring systems in relation to service standards and targetsAs aboveAs aboveAs aboveAs above
As above
0
Agree with Tenants’ Panel feedback arrangements regarding performance in relation to standardsAs aboveAs aboveAs aboveAs above
As above
0
ACTION PLAN
BY WHOM
BY WHEN [month = by month end]
BUDGET IMPLICATIONS
PROGRESS
REVISED TIMETABLE
SAVINGS
000
        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 RepairsHead of Housing MaintenanceDecember 2002Within existing budgetsDone
Done
Not yet quantifiable
Identify customer profile and obtain feedback about their priorities for improving the serviceService Review GroupDecember 2001As aboveDone
Done
0
Formalise and document process for involving Tenants’ Panel in development of annual and five-year programmes of planned maintenanceHead of Housing MaintenanceSeptember 2002As aboveIntroduced 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 serviceAs aboveSeptember 2002As aboveOngoing – 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 aboveJune 2002As aboveImplemented 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 possibleAs aboveSeptember 2002As aboveDone
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 systemsAs aboveSeptember 2002As aboveBetter 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 proceduresAs aboveMay 2002As aboveDepartmental 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 aboveApril 2002As abovePolicy 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 repairsHead of Housing MaintenanceMarch 2004Within existing budgetsRelocation 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 reviewAs aboveOctober 2002As aboveConsolidation 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 MaintenanceSeptember 2002Within existing budgetsArticles 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 tenantsAs aboveAs aboveAs aboveDespatch (if produced)
April 2004
0
Ensure that tenants are aware of the Right to Repair provisions in relation to repairs to gas heating systemsAs aboveMay 2002As aboveInformation 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 aboveJune 2002 and ongoingAs aboveInformation 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 aboveMay 2002 and ongoingAs aboveDone
Done
0
Ensure residents affected by works are informed about any delays or changes to the timetable for the worksAs aboveOngoingAs aboveDone
Done
0
Consult the Tenants’ Panel on the performance information to be provided about the serviceAs aboveJuly 2002 and ongoingAs aboveOngoing
April 2003
0
Include regular articles in Tenants’ Extra on those aspects of performance identified as priorities by Tenants’ PanelAs aboveOngoingAs 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 MaintenanceMay 2002Within existing budgetsDepends 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 aboveJuly 2002As aboveAs above
As above
0
Input existing data onto OrchardAs aboveDecember 2002As aboveAs above
As above
0
Develop plan and timetable for gathering additional stock condition data including using staff routinely visiting propertiesAs aboveSeptember 2002As aboveOngoing
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 dataAs aboveAs aboveAs aboveResources 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 possibleAs aboveAs aboveAs aboveAs 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 availableAs aboveApril 2004As aboveMicroSurvey 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 SectionHead of Housing MaintenanceApril 2002Within existing budgetsDone
Done
0
Draw up plan and timetable for implementation of Orchard and transfer of data currently held on Access databases to itAs aboveAs aboveAs aboveOngoing
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 streamlinedAs aboveSeptember 2002As aboveOngoing
Ongoing
0
Investigate ways of creating further linked IT systems with contractors where appropriateAs aboveOngoingAs aboveDone 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 MaintenanceSeptember 2002Within existing budgetsDone
Done
0
Introduce systems for monitoring, analysing and reporting whether appointments have made and kept in relation to repairs to gas heating systemsHead of Housing MaintenanceMay 2002Within existing budgetsInvestigated – 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 serviceAs aboveAs aboveAs aboveDone
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 MaintenanceMarch 2003Within existing budgetsOngoing. 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 satisfactionAs aboveAs aboveAs aboveAs above
As above
0
Investigate and where possible introduce a Schedule of Rates type of approach to other programmes of work including external decorationAs aboveAs aboveAs aboveOngoing
Ongoing
Not yet quantifiable
Involve Tenants’ Panel in selection of contractorsAs aboveAs aboveAs aboveAs above
As above
0
Seek Members’ approval to add Repairs MTC contractors to Programmed & Cyclical works standing list of contractorsAs aboveAs aboveAs aboveDone
Done
Not yet quantifiable
(housing/mwrigh/hsg/bv review maintenance/maintactionplan5progress1)