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Waverley Borough Council Committee System - Committee Document

Meeting of the Community Overview and Scrutiny Committee held on 02/04/2002
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
SETTING UP RESOURCES/COSTS
(2002/03)
ANNUAL RESOURCES/COSTS
SAVINGS
STAFF TIME
(Weeks)
COSTS
000
STAFF TIME
(Weeks)COSTS
000000
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 budgets
0
0
000
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 above
0.5
Within existing budgets
000
Develop service aims, objectives and standards in consultation with Tenants’ PanelAs aboveAs aboveAs above
1.3
As above
000
In consultation with customers, contractors, staff and other stakeholders agree targets that will deliver the service to the agreed standardsAs aboveAs aboveAs above
2.0
As above
000
Develop and implement monitoring systems in relation to service standards and targetsAs aboveAs aboveAs above
1.3
As above
000
Agree with Tenants’ Panel feedback arrangements regarding performance in relation to standardsAs aboveAs aboveAs above
0.1
As above
000

ACTION PLAN
BY WHOM
BY WHEN [month = by month end]
BUDGET IMPLICATIONS
SETTING UP RESOURCES/COSTS
(2002/03)
ANNUAL RESOURCES/COSTS
SAVINGS
STAFF TIME
(Weeks)
COSTS
000
STAFF TIME
(Weeks)COSTS
000000
        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 budgets
0.5
Within existing budgets
0.5Within existing budgetsNot yet quantifiable
Identify customer profile and obtain feedback about their priorities for improving the serviceService Review GroupDecember 2001As above
0
0
000
Formalise and document process for involving Tenants’ Panel in development of annual and five-year programmes of planned maintenanceHead of Housing MaintenanceSeptember 2002As above
0.2
Within existing budgets
000
Develop code of practice for contractors in consultation with Tenants’ Panel covering all aspects of programmed and cyclical maintenance serviceAs aboveSeptember 2002As above
0.3
As above
000
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 above
0.2
As above
000
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 above
0.3
As above
000
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 above
0.3
As above
000
Develop and adopt recording, monitoring and reporting systems for customer complaints that are compatible with Departmental and corporate proceduresAs aboveMay 2002As above
0.3
As above
000
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 above
1.0
As above
000
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 budgets
0
0
2.0Within existing budgets0
Complete documentation of policies, procedures and guidelines for all aspects of programmed and cyclical maintenance service and introduce arrangements for regular reviewAs aboveOctober 2002As above
3.0
Within existing budgets
1.0As above0
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 budgets
1.5
Within existing budgets
000
Give the leaflet(s) to all existing and new tenantsAs aboveAs aboveAs above
0.5
As above
000
Ensure that tenants are aware of the Right to Repair provisions in relation to repairs to gas heating systemsAs aboveMay 2002As above
2.0
As above
000
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 above
1.5
As above
1.5Within existing budgets0
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 above
1.0
As above
1.0As above0
Ensure residents affected by works are informed about any delays or changes to the timetable for the worksAs aboveOngoingAs above
0
0
0.2As above0
Consult the Tenants’ Panel on the performance information to be provided about the serviceAs aboveJuly 2002 and ongoingAs above
0.5
Within existing budgets
0.2As above0
Include regular articles in Tenants’ Extra on those aspects of performance identified as priorities by Tenants’ PanelAs aboveOngoingAs above
0.5
As above
0.5As above0
        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 budgets
3.0
Within existing budgets
000
Determine contents and format of database of stock condition information that is capable of being directly input or downloaded onto Orchard As aboveJuly 2002As above
2.0
As above
000
Input existing data onto OrchardAs aboveDecember 2002As above
6.0
As above
000
Develop plan and timetable for gathering additional stock condition data including using staff routinely visiting propertiesAs aboveSeptember 2002As above
3.0
As above
000
Draw up pro-forma for staff to use to gather stock condition dataAs aboveAs aboveAs above
2.0
As above
000
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 above
4.0
As above
000
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 above
0
0
16.0Within existing budgets0
        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 budgets
0.5
Within existing budgets
000
Draw up plan and timetable for implementation of Orchard and transfer of data currently held on Access databases to itAs aboveAs aboveAs above
0.5
As above
000
Where existing Access databases are to be retained examine ways in which they can be streamlinedAs aboveSeptember 2002As above
2.0
As above
000
Investigate ways of creating further linked IT systems with contractors where appropriateAs aboveOngoingAs above
0
0
1.0Within existing budgets0
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 budgets
1.2
Within existing budgets
000
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 budgets
0.6
Within existing budgets
000
Develop systems to analyse information provided through complaints to identify issues and trends relating the quality of the serviceAs aboveAs aboveAs above
1.0
As above
1.0Within existing budgets0
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 budgets
6.0
Within existing budgets
00Not yet quantifiable
Evaluate partnering contract against conventional contract in terms of value for money, quality of work and customer satisfactionAs aboveAs aboveAs above
1.0
As above
000
Investigate and where possible introduce a Schedule of Rates type of approach to other programmes of work including external decorationAs aboveAs aboveAs above
1.0
As above
1.0Within existing budgetsNot yet quantifiable
Involve Tenants’ Panel in selection of contractorsAs aboveAs aboveAs above
1.0
As above
1.0As above0
Seek Members’ approval to add Repairs MTC contractors to Programmed & Cyclical works standing list of contractorsAs aboveAs aboveAs above
0.5
As above
00Not yet quantifiable