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
£000£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 service | Service Review Group | December 2001 | Within 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 repairs | Head of Housing Maintenance | September 2002 | As above | 1.0 | Within existing budgets | 000 |
| Develop service aims, objectives and standards in consultation with Tenants’ Panel | Head of Housing Maintenance | September 2002 | As above | 2.0 | As above | 000 |
| In consultation with customers, contractors, staff and other stakeholders agree targets, including repairs response times, that will deliver the service to the agreed standards | Head of Housing Maintenance | September 2002 | As above | 2.0 | As above | 000 |
| Develop and implement monitoring systems in relation to service standards and targets | Repairs Manager | September 2002 | As above | 1.3 | As above | 000 |
| Agree with Tenants’ Panel feedback arrangements regarding performance in relation to standards | Head of Housing Maintenance | September 2002 | As above | 0.1 | As above | 000 |
ACTION PLAN | BY WHOM | BY WHEN | BUDGET | SETTING UP RESOURCES/COSTS
(2002/03) | ANNUAL RESOURCES/COSTS | SAVINGS |
| | | IMPLICATIONS | STAFF TIME
(Weeks) | COSTS
£000 | STAFF TIME
(Weeks)COSTS
£000£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 service | Service Review Group | December 2001 | As above | 0 | 0 | 000 |
| Investigate feasibility of developing systems for giving priority to repairs requests from elderly, disabled or vulnerable tenants | Repairs Manager | September 2002 | Within existing budgets | 0.2 | Within existing budgets | 000 |
| Develop code of practice for staff and contractors’ in consultation with Tenants’ Panel covering all aspects of repairs service | Head of Housing Maintenance | April 2002 | As above | 0.5 | As above | 000 |
| Develop and enhance appointments system for visits by staff and by operatives carrying out repairs in consultation with contractors and Tenants’ Panel | Repairs Manager | April 2002 | As above | 1.0 | As above | 000 |
| Introduce systems for paying compensation to tenants for any failure to meet the Right to Repair requirements | Repairs Manager | September 2002 | As above | 0.2 | As above | 000 |
| Develop and adopt recording, monitoring and reporting systems for customer complaints that are compatible with Departmental and corporate procedures | Repairs Manager | April 2002 | As above | 1.0 | As above | 000 |
| Engage a consultant to ensure the adequacy of Health and Safety arrangements under the repairs Measured Term Contract | Head of Housing Maintenance | March 2002 | As above | 1.0 | As above | 0.7Within existing budgets0 |
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 Manager | April 2002 | As above | 1.0 | Within existing budgets | 000 |
| 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 Maintenance | Head of Housing Maintenance/ Surveying & Maintenance Manager | September 2002 | As above | 0 | 0 | 2.0Within existing budgets0 |
| Document policies, procedures and guidelines for all aspects of repairs service and introduce arrangements for regular review | Head of Housing Maintenance | September 2002 | As above | 3.0 | Within existing budgets | 1.0As above0 |
ACTION PLAN | BY WHOM | BY WHEN | BUDGET | SETTING UP RESOURCES/COSTS
(2002/03) | ANNUAL RESOURCES/COSTS | SAVINGS |
| | | IMPLICATIONS | STAFF TIME
(Weeks) | COSTS
£000 | STAFF TIME
(Weeks)COSTS
£000£000 |
| 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 Maintenance | July 2002 | Within existing budgets | 1.5 | Within existing budgets | 000 |
| Give the leaflet(s) to all existing and new tenants | Head of Housing Maintenance | September 2002 | As above | 0.5 | As above | 000 |
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 Manager | May 2002 | As above | 1.35 | As above | 000 |
| Consult the Tenants’ Panel on the performance information to be provided about the repairs service | Head of Housing Maintenance | July 2002 and ongoing | As above | 0.5 | As above | 0.2Within existing budgets0 |
| Include regular articles in Tenants’ Extra on those aspects of repairs performance identified as priorities by Tenants’ Panel | Head of Housing Maintenance | Ongoing | As above | 0.5 | As above | 0.5As above0 |
| 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 Management | Repairs Manager | September 2002 | Within existing budgets | 0.2 | Within existing budgets | 2.8Within existing budgetsNot 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 Manager | September 2002 | As above | 0.2 | As above | 1.0As aboveAs 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 Maintenance | Head of Housing Maintenance | December 2002 | As above | 0.5 | As above | 0.5As aboveAs above |
| Introduce systems for identifying trends in the type of works being carried out to inform the development of planned maintenance programmes | Repairs Manager | December 2002 | Within existing budgets | 0.5 | Within existing budgets | 0.5Within existing budgets0 |
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 Maintenance | January 2002 | Within existing budgets | 0 | 0 | 000 |
| 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 requested | Head of Housing Maintenance | August 2002 | Within existing budgets | 1.5 | Within existing budgets | 0.5Within existing budgets0 |
| Investigate ways of enabling customers to request repairs on-line and/or direct to contractor | Head of Housing Maintenance | December 2002 | As above | 2.0 | As above | 000 |
| 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 review | Head of Housing Maintenance | April 2002 | Within existing budgets | 0.2 | Within existing budgets | 000 |
| 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 Manager | May 2002 | As above | 1.2 | As above | 000 |
| Introduce accurate systems for monitoring, analysing and reporting whether appointments have been offered, made and kept | Repairs Manager | April 2002 | As above | 0.5 | As above | 000 |
| 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 etc | Repairs Manager | April 2002 | As above | 0.5 | As above | 000 |
| Introduce improved systems for regular monitoring, analysis and reporting of expenditure on day-to-day and emergency repairs compared to budget and previous years’ expenditure | Head of Housing Maintenance | April 2002 | As above | 0.5 | As above | 000 |
| Introduce systems for monitoring, analysis and reporting of the frequency, value of and reason for variation orders | Repairs Manager | April 2002 | As above | 0.5 | As above | 000 |
| Develop systems to analyse information provided through post-inspections and complaints to identify issues and trends relating the quality of the service | Repairs Manager | April 2002 | Within existing budgets | 0.5 | Within existing budgets | 1.0Within existing budgets0 |
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 Maintenance | June 2001 | Within existing budgets | 0 | 0 | 000 |
| Re-write specification following consultations with contractors | Head of Housing Maintenance | June 2001 | As above | 0 | 0 | 000 |
| Re-tender Measured Term Contract to selected contractors committed and resourced to achieve WBC’s objectives | Head of Housing Maintenance | July 2001 | As above | 0 | 0 | 000 |
| Involve Tenants’ Panel in selection of proposed tenderers and contractors to be awarded the contract(s) | Head of Housing Maintenance | October 2001 | As above | 0 | 0 | 000 |
| Obtain Members’ approval to appointment of contractors | Head of Housing Maintenance | November 2001 | As above | 0 | 0 | 000 |
| Arrange procedures for lead-in to new contracts | Repairs Manager | January 2002 | As above | 0 | 0 | 000 |
| Commence new MTCs | Head of Housing Maintenance | February 2002 | As above | 0 | 0 | 000 |
| Introduce arrangements for regular review meetings with new contractors | Repairs Manager | February 2002 | As above | 0 | 0 | 000 |
| 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 Maintenance | February 2003 | As above | 3.0 | Within existing budgets | 1.0Within existing budgets0 |
| 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 contractors | Head of Housing Maintenance | February 2004 | As above | 0 | 0 | 1.0As above0 |
| Renew MTCs with current or new contractors on partnering basis | Head of Housing Maintenance | February 2005 | As above | 0 | 0 | 2.3As above0 |