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Waverley Borough Council Committee System - Committee Document

Meeting of the Executive held on 07/12/2004
Housing Repairs Out of Hours Advice and Information Rota System



Summary & Purpose
The purpose of this report, which has already been considered by the Community Overview and Scrutiny Committee, is to set out staffing and remuneration arrangements for the provision of management advice and information required by Southern Monitoring Services in respect of maintenance and housing incidents, which occur out of hours.

Quality of Life Implications
Natural Resource Use
Pollution Prevention and Control
Biodiversity and Nature
Local Environment
Social Inclusion
Safe Communities
Local Economy
Natural
Resource Use
Pollution
Prevention and Control
Biodiversity
and Nature
Local
Environment
Social
Inclusion
Safe, Healthy
and Active
Communities
Local
Economy
N/A
N/A
N/A
N/A
Positive
Positive
Positive


APPENDIX O

WAVERLEY BOROUGH COUNCIL

EXECUTIVE – 7TH DECEMBER 2004
REFERENCE FROM COMMUNITY OVERVIEW AND SCRUTINY COMMITTEE

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Title:

HOUSING REPAIRS OUT OF HOURS ADVICE AND INFORMATION ROTA SYSTEM

[Wards Affected: All]
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Summary and purpose:

The purpose of this report, which has already been considered by the Community Overview and Scrutiny Committee, is to set out staffing and remuneration arrangements for the provision of management advice and information required by Southern Monitoring Services in respect of maintenance and housing incidents, which occur out of hours.

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Quality of life implications – social, environmental & economic (sustainable development):

This will improve the service provided to Waverley tenants.

E-Government implications:

There are no direct implications.

Resource and legal implications:

The cost of these proposals can be contained within HRA estimates.

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Background

1. All Waverley out of hours telephone calls are in the first instance directed to and dealt with by the Havant based call centre, Southern Monitoring Services (SMS). This includes emergency and urgent repairs and maintenance requests.

2. The procedure for dealing with maintenance queries and problems is well established and, according to the nature of the request, the work is passed by SMS directly to the Responsive Repairs contractors who run a 24 hours out-of-hours call centre. They then direct an operative to the incident within a normal response time of two hours.

3. SMS have written instructions on how to proceed and normally are able to deal with enquiries without further recourse. Occasionally, however, a situation may arise where further advice and or management information is required from the in-house Waverley Housing Repairs Team.

4. Currently, if further information is required, SMS will ring one of the six members of the Housing Senior Management Team on their home numbers and limited mobiles. There is no formal arrangement for anyone to remain available to take a call to make special arrangements to cover any particular period.

5. Demand for out-of-hours advice varies and is more likely to be required in the winter than the summer months. However, based on previous experience, an average of 3-4 calls per week can be expected from SMS.

6. The current arrangements have become unsatisfactory for the following reasons:

Conclusion and Resources

7. It is proposed, therefore, that the following new system should be adopted. Four staff in the repairs and maintenance section will be paid to make their telephones available and to operate a rota system to enable a guaranteed response. Specific contractual arrangements will be made for this purpose. The remuneration, only to be paid to those on pay band 5 and below, is proposed to be a 5% addition to salary based on a benchmark pay band of 6b.

8. The annual cost of this initiative will be 7,000 and will be met from within the existing housing revenue account budget provision.

Recommendation

The Community Overview and Scrutiny Committee commends the Executive to endorse the proposal that remuneration be paid in the sums detailed above to four selected members of staff in the housing maintenance section to operate a system that enables a guaranteed response to provide management advice and information to customers who call Southern Monitoring Services when required out of normal working hours.

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Background Papers (DoH)

There are no background papers (as defined by Section 100D(5) of the Local Government Act 1972) relating to this report.

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CONTACT OFFICER:

Name: David Simmons Telephone: 01483 523374

E-mail: dsimmons@waverley.gov.uk

comms/exec/2004-05/263