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Waverley Borough Council Committee System - Committee Document

Meeting of the Community Overview and Scrutiny Committee held on 03/03/2003
Day to Day Repairs




5

ANNEXE 2
BEST VALUE FUNDAMENTAL SERVICE REVIEW

HOUSING: DAY-TO-DAY REPAIRS

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
adhere to Equality of Opportunity and Human Rights principles
maximise Sustainable Development
help to reduce Crime & Disorder and fear of crime
are compatible with corporate objectives
Identify customer profiles and consult them about their overall priorities for the serviceService Review GroupDecember 2001Within 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 repairsHead 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’ PanelHead of Housing MaintenanceSeptember 2002As aboveOngoing – series of workshops held with Tenants’ Panel during 2002
April 2003
0
In consultation with customers, contractors, staff and other stakeholders agree targets, including repairs response times, that will deliver the service to the agreed standardsHead of Housing MaintenanceSeptember 2002As aboveDone
Done
0
Develop and implement monitoring systems in relation to service standards and targetsRepairs ManagerSeptember 2002As aboveOngoing
April 2003
0
Agree with Tenants’ Panel feedback arrangements regarding performance in relation to standardsHead of Housing MaintenanceSeptember 2002As aboveTo agree with Tenants’ Panel PIs for reporting
April 2003
0


ACTION PLAN
BY WHOM
BY WHEN
BUDGET
PROGRESS
REVISED TIMETABLE
SAVINGS
IMPLICATIONS
000
        TARGET 2: Formal Policies And Procedures For Delivery Of Repairs Service With Particular Emphasis On:
customer service
health and safety
efficiency
Identify customer profile and obtain feedback about their priorities for improving the serviceService Review GroupDecember 2001As aboveDone
Done
0
Investigate feasibility of developing systems for giving priority to repairs requests from elderly, disabled or vulnerable tenantsRepairs ManagerSeptember 2002Within existing budgetsOngoing as part of discussions with Tenants’ Panel and contractors
April 2003
0
Develop code of practice for staff and contractors’ in consultation with Tenants’ Panel covering all aspects of repairs serviceHead of Housing MaintenanceApril 2002As aboveDealt with under new MTC. Also followed up with joint values agreed between Tenants’ Panel and contractors – as basis for Tenants’ Charter
Done
0
Develop and enhance appointments system for visits by staff and by operatives carrying out repairs in consultation with contractors and Tenants’ PanelRepairs ManagerApril 2002As aboveImprovements implemented with new MTC. Ongoing in terms of improving contractors’ performance
December 2002
0
Introduce systems for paying compensation to tenants for any failure to meet the Right to Repair requirementsRepairs ManagerSeptember 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 proceduresRepairs ManagerApril 2002As aboveDepartmental system implemented for high-level complaints. Low-level complaints about repairs recorded on Orchard against jobs but need to be analysed.
May 2003 (analysis of complaints logged on Orchard)
0
Engage a consultant to ensure the adequacy of Health and Safety arrangements under the repairs Measured Term Contract Head of Housing MaintenanceMarch 2002As aboveDone
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
Surveying & Maintenance ManagerApril 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 Day-to-Day Repairs staff and Surveying and Maintenance staff with a view to further streamlining and generalisation of functions where possible and appropriate Common action point with Programmed & Cyclical MaintenanceHead of Housing Maintenance/ Surveying & Maintenance ManagerSeptember 2002As aboveRelocation of S&M to Godalming has improved liaison & co-operation. Structure to be reviewed in 2004/05 when MTC due for renewal
Done in part. Structure to be reviewed by March 2005
0
Document policies, procedures and guidelines for all aspects of repairs service and introduce arrangements for regular reviewHead of Housing MaintenanceSeptember 2002As aboveIn development
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
target response times for different types of repair
tenants’ rights including the Right to Repair and their responsibilities
practical advice on how to diagnose and report repairs
what tenants can expect to happen after they have reported a repair and when
Head of Housing MaintenanceJuly 2002Within existing budgets Card sent to all tenants.
Articles in Waverley Homes about repairs service.
Section on repairs in Tenants’ Handbook.
Discussions with Tenants’ Panel about what else is required.
Production of leaflet (if required)
May 2002
June 2002

February 2003
September 2003


April 2004
0
Give the leaflet(s) to all existing and new tenantsHead of Housing MaintenanceSeptember 2002As aboveDespatch (if produced)
April 2004
0
When a tenant reports a repair provide them with verbal and written information about:
whether the repair is covered by the Right to Repair
what type of repair has been ordered
when the repair will be completed by
whether the tenant requires the contractor to make an appointment and if so, any information supplied as to the tenant’s likely availability.
Repairs ManagerMay 2002As aboveDone
Done
0
Consult the Tenants’ Panel on the performance information to be provided about the repairs serviceHead of Housing MaintenanceJuly 2002 and ongoingAs aboveOngoing
April 2003
0
Include regular articles in Tenants’ Extra on those aspects of repairs performance identified as priorities by Tenants’ PanelHead of Housing MaintenanceOngoingAs aboveOngoing
Ongoing
0
TARGET 4: Value For Money Maximised
Develop procedures to ensure that recharges are made for repairs that are the responsibility of tenants (former or current) Common action point with Voids ManagementRepairs ManagerSeptember 2002Within existing budgetsOngoing
December 2002
Not yet quantifiable
Develop procedures to ensure that repairs carried out by the Council to leased homes used as temporary accommodation for the homeless are recharged to the owners as necessary Common action point with Voids Management Repairs ManagerSeptember 2002As aboveDone
Done
As above
Develop a strategy to increase the balance of expenditure on repairs and maintenance in favour of planned maintenance Common action point with Programmed & Cyclical MaintenanceHead of Housing MaintenanceDecember 2002As aboveDone
Done
As above
Introduce systems for identifying trends in the type of works being carried out to inform the development of planned maintenance programmes Repairs ManagerDecember 2002Within existing budgetsDone
Done
0
        TARGET 5: Maximising Use Of IT And Working Towards E-Government Targets Common target with Programmed & Cyclical Maintenance and Voids Management – see Improvement Plan relevant to All Housing Services
Address and resolve inefficiencies associated with current use of Orchard (integrated housing management system):
Implement uniform processes for recording and processing repairs orders
Identify and resolve problems/anomalies reported by users of the Orchard repairs module
Authorise access to the repairs module of Orchard to other Housing Department staff on a read-only basis
Head of Housing MaintenanceJanuary 2002Within existing budgetsDone
Done
0
Investigate with Measured Term Contractors ways of creating linked IT systems with a view to operating a shared diary system so that appointments can be made direct with the customer by Waverley staff when a repair is requestedHead of Housing MaintenanceAugust 2002Within existing budgetsInvestigated but not currently possible. Will be reconsidered towards end of MTC in 2004/05
March 2005
0
Investigate ways of enabling customers to request repairs on-line and/or direct to contractor Head of Housing MaintenanceDecember 2002As aboveRepairs can now be requested on line.
Done in part
0
TARGET 6: Improved Performance Management Systems For Monitoring Quality, Value For Money And Efficiency Of Service
Rectify weaknesses in data collection, analysis and reporting methods currently used for BVPIs as identified during BV reviewHead of Housing MaintenanceApril 2002Within existing budgetsDone
December 2002 (for appointments)
0
In consultation with the Tenants’ Panel introduce mechanisms and/or enhance existing systems to obtain regular detailed customer feedback on the service including comprehensive satisfaction monitoring, analysis and reporting for day-to-day and emergency out-of-hours repairs, “mystery shopping” exercises etc. Repairs ManagerMay 2002As aboveDone
Done
0
Introduce accurate systems for monitoring, analysing and reporting whether appointments have been offered, made and keptRepairs ManagerApril 2002As aboveSee above
See above
0
Introduce accurate systems for monitoring, analysing and reporting whether all target timescales within the day-to-day and emergency out-of-hours repairs process have been met e.g. to carry out pre- and post- inspections, receipt and processing of invoices etcRepairs ManagerApril 2002As aboveDone
Done
0
Introduce improved systems for regular monitoring, analysis and reporting of expenditure on day-to-day and emergency repairs compared to budget and previous years’ expenditureHead of Housing MaintenanceApril 2002As aboveDone
Done
0
Introduce systems for monitoring, analysis and reporting of the frequency, value of and reason for variation ordersRepairs ManagerApril 2002As aboveDone
Done
0
Develop systems to analyse information provided through post-inspections and complaints to identify issues and trends relating the quality of the serviceRepairs ManagerApril 2002Within existing budgetsDone in part. Complaints logged on Orchard to be analysed.
May 2003
0
        TARGET 7: Contract Arrangements For Repairs That Ensure Quality Of Service And Value For Money
Review contract arrangements with the advice of a specialist consultant Head of Housing MaintenanceJune 2001Within existing budgets
Done
Done
0
Re-write specification following consultations with contractors Head of Housing MaintenanceJune 2001As above
Done
Done
0
Re-tender Measured Term Contract to selected contractors committed and resourced to achieve WBC’s objectivesHead of Housing MaintenanceJuly 2001As above
Done
Done
0
Involve Tenants’ Panel in selection of proposed tenderers and contractors to be awarded the contract(s)Head of Housing MaintenanceOctober 2001As above
Done
Done
0
Obtain Members’ approval to appointment of contractorsHead of Housing MaintenanceNovember 2001As above
Done
Done
0
Arrange procedures for lead-in to new contractsRepairs ManagerJanuary 2002As above
Done
Done
0
Commence new MTCsHead of Housing MaintenanceFebruary 2002As above
Done
Done
0
Introduce arrangements for regular review meetings with new contractorsRepairs ManagerFebruary 2002As above
Done
Done
0
Work with contractors to develop IT links and other streamlined ways of working with a view to a step-change approach towards a ‘partnering’ arrangement (in accordance with Egan/”Rethinking Construction” principles)Head of Housing MaintenanceFebruary 2003As above
Will be investigated towards end of MTC in 2004/05 and implemented if appropriate (i.e. contracts have run smoothly) implemented
March 2005
0
Carry out appraisal of scope for introducing full partnering contract(s) including direct handling of all repairs orders, either with the current or with new contractorsHead of Housing MaintenanceFebruary 2004As above
See above
See above
0
Renew MTCs with current or new contractors on partnering basisHead of Housing MaintenanceFebruary 2005As above
See above
See above
0
(housing/mwrigh/hsg/bv review repairs/repairsactionplan5progress)