Responsive Repairs & Voids Presentation Title Contract Review – presentation Presented by John Smith for information and comments Tenant & Leaseholder Panel 15 th October 2019 September 2013 Presented by Lorraine Smout
Background • Axis (Europe) Plc were appointed in April 2014 to deliver the following services to Croydon Council: • Responsive Repairs to Housing Stock • Void repair works to Housing Stock • Gas servicing and maintenance to domestic boilers • Contract is potentially 15 years but includes break clause at 7 years i.e. March 2021 when can • Terminate • Extend by 4 years
Key dates & timetable • Key decisions to be made along the way • Updates to Tenant & Leaseholder Panel at start and end of process • Monthly lead member updates throughout whole process
Contract Review Process • Look at performance and relationships since start of contract and how this has developed and improved. • Benchmark Cost against Peers i.e. Local Authorities & Housing Associations, other social housing providers. • Benchmark Performance – Key Performance Indicators for peer group and against targets. • Resident & Stakeholder feedback • Consultation with Resident Groups • Wider digital resident consultation • Feedback from staff interviews Croydon and Axis • At the end of this process we will have a full picture of how Axis have performed against the original contract brief and promises. • We will have an overview of what service improvements are needed.
Consultation with residents • Phone interviews to service users by echelon - The evaluation commenced in July 2019 and was carried out over a 3-day period. A total of 87 tenants were approached to participate in this consultation exercise, of which 40 agreed to take part. The results of this consultation are based upon the feedback from these • E-mail survey to residents who had provided us with their e-mail address. Sent out 6000 and had a good response around 10% . These are being analysed to add into overall resident feedback. • On line survey link in Open House to a survey form on the Council website. • Feedback being used from ongoing customer satisfaction surveys and complaints
Consultation with residents Summary of key points and issues to date on what could be improved: • Better van stocks to achieve right first time. • Call ahead of appointment to aid with no access • More appointment time slots available – instead of being too far in advance • Joined up approach with trades and Council • Better van stocks and quality materials required to stop recalls • Better diagnosis of repairs – send the right person for the job • Follow on works procedure – calls to be made whilst in tenants home • Contractors to do what you say you will • More robust complaint handling with one point of contact • Empower Operatives to be able to make decisions and take responsibility for them
Consultation with residents Summary of key points and issues to date on what works well: • Able to report a repair on-line • Text message prompt issued the day before to mobiles • Some really good workmen • Issues are resolved quickly when there is a problem • Contact Centre staff helpful and appear to show a good understanding of tenants needs • Out of hours service – timely responses • Satisfaction feedback requested via text • Good appointment times – AM/PM and miss school run • Polite and helpful staff • Uniform and ID worn and liveried vans
What next • We will continue to complete the contract performance review over the next few months with a view to taking a report to Streets, Environment and Scrutiny Panel in February 2020. • If required will be looking to take outcome to Cabinet in March 2020 • Will bring the contract review report and key findings back to April Tenant and Leaseholder Panel. • Sign off at Contract and Commissioning Board in March/April 2020. ANY QUESTIONS?
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