:: TEAMnet / The Excellence in Asset Management Network, part of the HQN services ::

Void works – categories and timescales
We will shortly be reviewing our void categories and turnaround times for repair/improvement works. We currently have minor/major works categories each containing sub bands dependant on value/number of major works items to be carried out (full details will sent to members with the email question).

I would be interested to hear from members on:

1 How they categorise their void works

2 How these are defined and what work is typically included in them

3 What target timescales are applied to them and how this was derived.
Steve Manning, Severnside Housing, teamnet@hqnetwork.co.uk,

Steve Manning

Answers(0)

Illegally accessing gas supply
We are currently reviewing our procedures in dealing with tenants illegal access to gas and electricity supply. In doing so, British Gas have highlighted an issue with us – which is a new policy in dealing with re-instating a supply.

Have members received charges from British Gas for cost incurred when they have to visit to rectify damage caused to the gas supply (meter and fittings) by the act of tampering at a property, and to make safe for future supply?
Gerard Buckley, Stoke on Trent City Council, teamnet@hqnetwork.co.uk,

Gerard Buckley

Answers(0)

Capital works satisfaction levels
We run satisfaction surveys loosely based on the Constructing Excellence framework and tied in with our own KPIs.

Our problem seems to come when residents choose to record neither satisfied nor dissatisfied. Under Constructing Excellence, the score out of ten would be recorded as part of an overall score, however in addition we record the percentage satisfied.

We are told that HQN advice is to ignore these scores but to count the receipt. Clearly this lowers satisfaction significantly.

How do other members deal with responses neither satisfied nor dissatisfied?
Andrew Chalk, Sutton Housing Partnership, teamnet@hqnetwork.co.uk,

Andrew Chalk

Answers(0)

BV 212 - Clarification
When taking time out for major works to a void property, do we discount the whole void period or just the time for the element of the works deemed major works?
Kellie Bentley, Sutton Housing Partnership, teamnet@hqnetwork.co.uk,

Kellie Bentley

Answers(5)

Gas servicing performance
We wish to benchmark gas servicing performance and have devised a simple pro forma to assist members who wish to participate.

The pro forma will be attached to an email question to be issued soon and we would be extremely grateful if members could enter information in the appropriate boxes and return to me with a copy to TEAMnet.

We will collate the results which will be sent out to all respondents through TEAMnet in due course.
Glynis Fields, Greenwich London Borough, teamnet@hqnetwork.co.uk,

Glynis Fields

Answers(1)

Repairs and maintenance strategy
We are planning to devise a repairs and maintenance strategy to guide our services and set out Ealing Homes' approach to managing and maintaining homes for our tenants.

We would like to benchmark with other TEAMnet members and would like to hear from members willing to share their repairs and maintenance strategies with us.
Julie Collins-Cole, Ealing Homes, teamnet@hqnetwork.co.uk,

Julie Collins-Cole

Answers(1)

Average Void Costs
We are currently reviewing our Letting Standard and would like to compare average void costs for 2007 - 2008.

Quite a few members have submitted figures in the TEAMnet PIs and in order to try and achieve a more accurate comparison we have identified what we include within our spending on voids (together with our costs), in a simple spreadsheet which is set up to calculate the average void cost when data is inserted.

This spreadsheet will be attached to an Email Q to be issued soon and we would be extremely grateful if members could enter information in the boxes which will be highlighted green and return to me with a copy to TEAMnet.

We will collate the results and send them out to all respondents through TEAMnet.
Jonathan Pattison, Bristol City Council, teamnet@hqnetwork.co.uk,

Jonathan Pattison

Answers(1)

Property MOTs
Does anyone operate a yearly inspection of every property similar to a cars MOT, whereby you can identify if there are any outstanding minor repairs or H&S issues that can be undertaken as a way of preventative maintenance?

If so any guidance on how you operate the service and its success rate would be appreciated.
Ian Bateman, Severnside Housing, teamnet@hqnetwork.co.uk,

Ian Bateman

Answers(1)

Maintaining extractor fans
Do any organisations have a programme for cleaning or maintaining extractor fans in bathrooms or kitchens within domestic properties?
Scott Scarrow, Sutton Housing Partnership, teamnet@hqnetwork.co.uk,

Scott Scarrow

Answers(1)

Cloning properties for EPCs
We have various courts which are used as independent living flats for the over 55's. These flats are self contained units comprising living room, bedroom/s, kitchen and bathroom. It is my intention to clone most of the individual flats. There are also communal areas to consider. Do I need to get an EPC for each building or is it sufficient to do the EPCs to individual flats and exclude the communal areas?
Colin Kingshott, Derwentside Homes, teamnet@hqnetwork.co.uk, 01207 693586

Colin Kingshott

Answers(2)

Asbestos containing floor tiles
How do members deal with the removal/containment of asbestos containing floor tiles (unlicensed asbestos) in tenanted properties and who do they use to carry out the work?
Mick Davenport, Lincoln City Council, teamnet@hqnetwork.co.uk, 01522873450

Mick Davenport

Answers(6)

Outsourcing Stores - Single Supplier
We are just starting to take a fresh look at the possibility of outsourcing our stores function. We would welcome any information members could give us on how they approached the project ie feasibility, project plan/timescales, what you included in your service spec, did you engage with suppliers to establish any costs prior to tender to evaluate cost effectiveness etc?

At this early stage we are unsure on how to move things forward so any pointers would be very much appreciated.
Steve Manning, Severnside Housing, steve.manning@severnsidehousing.co.uk, 01743 285402

Steve Manning

Answers(1)

Electronic CP 12's
Does anyone complete CP12's electronically? If so:

- Who is the IT provider?
- How easy is it to implement/integrate with existing systems?
- What are the cost implications?
Adele Livesey, Calico Housing Ltd, teamnet@hqnetwork.co.uk, 07976 079627

Adele Livesey

Answers(1)

Disposal of equipment
We have woodworking machinery which we wish to dispose of. Are any members able to recommend companies that will give a fair valuation and possibly arrange the sale of the machinery?
Rick Champion, Stevenage Homes, teamnet@hqnetwork.co.uk, 0143821868

Rick Champion

Answers(1)

Ask the Lawyer: Housing and Regeneration Bill
Can you clarify whether the new Housing and Regeneration Bill would give tolerated trespassers the right to sue for breach of landlord's repairing obligations?
Glenn Hamilton, Greenwich London Borough, glenn.hamilton@greenwich.gov.uk, 0208 9215400

Glenn Hamilton

Answers(1)

No Access
North Ayrshire Council is about to undertake a review of the high volume of 'no access' cases within the repairs and maintenance contract. We would like to hear how other members monitor 'no access', and if they can suggest ways that have reduced the number within their own service.

Categories of work

P2 - 24 hr emergency
P3 - 5 working day urgent repair
P5 - 20 working days repair
P15 - Repair by appointment (post card sent to tenant with date and AM or PM appointment, operatives have mobile phones to call tenant day before or on the day)
Stephen Kean, North Ayrshire Council, teamnet@hqnetwork.co.uk, 01294 606918

Stephen Kean

Answers(1)

Tool Allowance
We pay a tool allowance of £250 through the operatives' salary, which is subject to Tax and NI deductions, and we are considering withdrawing the allowance and providing the tools ourselves.

What tool allowance do other members provide, how is it paid and is a tool list included?
Mark Arhin, Vale of Aylesbury Housing, teamnet@hqnetwork.co.uk,

Mark Arhin

Answers(2)

Window cleaning
What arrangements do members have for cleaning the outside of tenants? windows, particularly in blocks of flats? Do you carry this out and add it to a service charge or do you just leave it to the responsibility of the tenant or leaseholder?
Neil Brown, Dacorum Borough Council, teamnet@hqnetwork.co.uk,

Neil Brown

Answers(4)

Grounds Maintenance SLA
We are about to undertake a review of grounds maintenance SLA and would like hear how other members perform and monitor this service. Would members also indicate whether they would be willing for us to come and visit.
Daniel Cleaveley, Stevenage Homes, teamnet@hqnetwork.co.uk,

Daniel Cleaveley

Answers(1)

Controlling activities of the utilities
Do any members have a Code of Practice for controlling the activities of the utilities (gas, water, electricity, telephones) when operating in blocks of flats?
Peter Gardner, Solihull Community Housing, teamnet@hqnetwork.co.uk,

Peter Gardner

Answers(1)

Gas servicing: Tenants own gas fires and the flues serving them
How do member organisations deal with tenants? own gas fires and the flues serving them with regards to annual servicing?
Clive Gardom, Rykneld Homes, teamnet@hqnetwork.co.uk,

Clive Gardom

Answers(8)

Asset Management System
Dudley MBC (Building Services) is currently in the process of formulating tender documentation for the provision of an Asset Management System

I would like to hear from members who have purchased an asset management system and if so who from. Comments as to what problems (if any) you had to overcome during the implementation process would also be helpful
Christopher Robinson, Dudley Met Borough Council, teamnet@hqnetwork.co.uk,

Christopher Robinson

Answers(4)

Multi-skilling
Can you provide me with your definition of a multi-skilled operative?
Mark Arhin, Aylesbury Vale District Council, teamnet@hqnetwork.co.uk,

Mark Arhin

Answers(5)

Multi-skilling
What multi-skilling arrangements do members have in place with their workforces and what payments do they make for such skills?
Ian Wilson, Stevenage Homes, teamnet@hqnetwork.co.uk,

Ian Wilson

Answers(5)

Cleaning services tender
I am putting together a tender for cleaning services for void properties/sheltered courts etc. Does anybody have a tender document in Word or Excel format that I can use as a template?
Colin Kingshott, Derwentside Homes, teamnet@hqnetwork.co.uk,

Colin Kingshott

Answers(3)

Outsourcing out of hours service
We currently operate our out of hours service through our own direct labour supervisors. We are now looking into outsourcing this service and would be interested if anyone has outsourced.

Can any members suggest organisations which could carry out this service, the costs and whether outsourcing has been successful?
Dan Cleavely, Stevenage Homes, teamnet@hqnetwork.co.uk,

Dan Cleavely

Answers(2)

Average void costs
Would TEAMnet members be kind enough to tell me what their average costs are to bring void properties up to lettable standard?

(NB This is now included in the TEAMnet suite of PIs. However, since returns are sometimes slow to come in, it would be helpful if members could respond to this single request from Dan. A Hodgkinson, TEAMnet)
Dan Cleaveley, Stevenage Homes, teamnet@hqnetwork.co.uk,

Dan Cleaveley

Answers(2)

EPC Costs
On 1st October landlords are to provide energy Performance certificates (EPC) on all properties let. Does anyone have costs for providing these from third agencies and/or costs for training internal staff to carry out this function?
Dan Cleaveley, Stevenage Homes, teamnet@hqnetwork.co.uk,

Dan Cleaveley

Answers(8)

Qualifying 'Right to Repair' repairs
What proportion of responsive repairs completed by your organisation over a 12 month period are qualifying repairs under the Right to Repair guidance?
Jonathan Pattison, Bristol City Council, teamnet@hqnetwork.co.uk,

Jonathan Pattison

Answers(1)

Ask the lawyer: Tenants Private Works (TPWs) in voids
If landlords choose to leave TPWs in situ when tenants leave a property, what is the legal position regarding responsibility in the future should there become a defect?
Phil Woodward, Aspire Housing, teamnet@hqnetwork.co.uk,

Phil Woodward

Answers(1)

Fire risk assessments (housing blocks with communal areas)
We are seeking to procure an independent survey of all our housing blocks with communal areas for Fire Risk Assessment. Have any members recently carried out similar, and/or can you recommend a specialist consultant?
Gerard Buckley, Stoke on Trent City Council, teamnet@hqnetwork.co.uk,

Gerard Buckley

Answers(4)

Decent Homes Standard
Lewisham Homes is an ALMO which is just over a year old and in the process of consulting residents on their priorities when we obtain the Decent Homes funding

We are interested to see what other organisations have adopted as their Decent Homes Standard, over and above the statutory minimum and how residents have contributed to that definition
Graham Cooper, HQN, teamnet@hqnetwork.co.uk,

Graham Cooper

Answers(3)

Ask the lawyer: Gas safety
What is the legal position regarding:

a)'Capping' the tenant gas supply when the contractor goes to carry out the annual safety test and service but there is no credit on the tenant's pre-payment meter?

b)The installation of 'interrupter' devices (audible type) to help with access to homes with well known access problems?
Hussain Brook, Sadeh Lok Housing Group, teamnet@hqnetwork.co.uk,

Hussain Brook

Answers(1)

Tenants Private Works (TPWs) in voids
What do members do with TPWs that are left in a good condition when they carry out a void inspection? Do they remove and make good or do they just leave in situ? If the latter, who is responsible in the future should there become a defect?
Phil Woodward, Aspire Housing, teamnet@hqnetwork.co.uk,

Phil Woodward

Answers(5)

Contact centre benchmarking
What types of calls go to your contact centre eg repairs, tenancy, all matters?
(if repair calls are segregated please provide data for repair staff and calls only)

1. How many staff are employed in the call centre?
a. Operatives
b. Supervisors

2. What is the average number of calls per month?

3. What is the average call waiting time?

4. What is the average call time?

5. What % of calls are lost, abandoned, etc?
Eugene Gunn, Hillingdon Homes, teamnet@hqnetwork.co.uk,

Eugene Gunn

Answers(3)

Playground inspections
How frequently do member organisations carry out inspections of the playgrounds, skateboard/BMX parks and ball courts in their responsibility?

Do they use staff members or contractors to make the inspections and, if staff, how do they ensure that the people concerned are properly trained?
Robert Turner, Ealing Homes, teamnet@hqnetwork.co.uk,

Robert Turner

Answers(2)

Programming gas services
How do members programme gas servicing to achieve 100% in the 12 month cycle?

- Do you carry out the servicing based on geographical areas or individually on the expiry of the CP12 certificate?

- What mechanisms (IT or manual) are used to ensure difficult access cases are programmed earlier eg using a 10 month cycle?

- Do members use other methods to ensure the servicing cycle is completed on time and cost effectively?
Heather Langridge, Greenwich London Borough, teamnet@hqnetwork.co.uk,

Heather Langridge

Answers(4)

Decoration vouchers
Dudley is looking to put together our own specification and see what the wider market place has to offer. The types of features/concerns we have are:

- Possible use of more than one supplier

- Accessibility to stores for vulnerable people

- Possibility of outreach or delivery service

- Provision of management information

- As cost neutral as possible

- In-built controls to prevent trading of paper vouchers, issuing of change, purchase of relevant goods etc

- On-line service to customers

- Added value (decorating demonstrations, incentive schemes, discounts for tenants on any spend exceeding allowance value)

- Consider appearance of vouchers/cards so as not to discriminate/stigmatise tenants when they are redeemed in store etc

Has anyone put together a specification that they would be prepared to share?
Mark Ridge, Dudley Met Borough Council, teamnet@hqnetwork.co.uk,

Mark Ridge

Answers(1)

In-house builders
Could members inform me of the type of works undertaken by in-house staff qualified to do building work, eg, responsive, planned, improvement, etc and whether they only focus on specific works or fluctuate according to demand? Any job descriptions would be particularly helpful
Helen Blackey, Calico Housing Ltd, teamnet@hqnetwork.co.uk,

Helen Blackey

Answers(2)

In house repairs and void service
We have decided not to re-tender our repair and void maintenance contract and will create our own in-house repairs and void service from February 2009.

I would like to hear from members willing to give any advice or share experiences they may have in setting up an in-house, repairs and void service
Kevin Stephens, Saxon Weald Homes, kevin.stephens@saxonweald.com, 01403226000

Kevin Stephens

Answers(3)

Asbestos database software
We are considering which asbestos database software to use. Are any members able comment on their provider with experience in use (good or bad) to date?
Joss Presland, Cannock Chase Council, josspresland@cannockchasedc.gov.uk, 01543 456822

Joss Presland

Answers(8)

Project management costs
Would any members share project management costs for Decent Homes/Capital Works or any of the 3 areas listed below?

- Regeneration/Development
- Mechanical/Electrical/Gas
- Decent Homes/Capital Works

I manage a team of surveyors, contract liaison and clerical staff to project manage a £12 million annual stock investment programme. We manage approximately 20 different contracts and scheme values within these contracts range from £2,000 to £2,000,000. Our current fee is available and to date we have carried out the programme and delivered a surplus. I will be happy to share our fee cost in confidence

In order to maintain confidentiality, TEAMnet is happy to collate responses and issue an anonymous SUMMARY for the benefit of members. Please respond direct to Alan Hodgkinson at teamnet@hqnetwork.co.uk
Ken Spruce, Aspire Housing, teamnet@hqnetwork.co.uk,

Ken Spruce

Answers(3)

Access for gas safety test - capping gas supplies
Sadeh Lok has adopted a procedure for capping gas supplies at homes where our contractor goes to carry out the annual safety test and service but there is no credit on the tenant's pre-payment meter (capping-off removes the risk that credit is put back on the meter but without any recourse to a safety test being completed). We have taken legal advice on this approach and, while that advice suggests it is OK so long as the capping is done with the tenant's agreement, it was couched in the normal legal qualifications

Do other members take this approach and, if so, what is their legal advice. It would also be helpful to hear of other ways members deal with 'no credit' situations
Hussain Brook, Sadeh Lok Housing Group, teamnet@hqnetwork.co.uk,

Hussain Brook

Answers(4)

Access for gas safety tests - use of interrupter devices
We know well those homes where year on year we experience access difficulties. We have adopted various approaches to endeavour to improve the chances of access with mixed results and are now considering the use of interrupter devices (the audible type only)

Would those members who have used these or similar devices share their experience (positive or negative) and let us know which particular device they have used?
Hussain Brook, Sadeh Lok Housing Group, ,

Hussain Brook

Answers(3)

Cyclical checks of electric wiring
Can any organisation that is undertaking a 5 or 10 periodic electric check share their practices with me? I am particularly interested on whether you ask the tenant to leave the property whilst the check is in progress
Hazel Neasham, Darlington Borough Council, teamnet@hqnetwork.co.uk,

Hazel Neasham

Answers(3)

Risk of scalding
In response to the recent Safety Alert we planned/considered installing new Rod Stats (with a built in thermal- couple) to all immersion heated systems. Simply these have a built in fail safe and, if the rod stat fails, then the thermal-couple kicks in.

I would like to know if others are taking this approach and any other action to mitigate the risk of scalding.
Ian Rumsam, Housing Pendle Limited, teamnet@hqnetwork.co.uk,

Ian Rumsam

Answers(3)

Value for Money
I would like to know what TEAMnet members are doing to sustain and embed VfM in their maintenance services. Any experience or issues relating to VfM planning, performance management, procurement and DLOs would be of value
Dylan Chipp, HQN, teamnet@hqnetwork.co.uk,

Dylan Chipp

Answers(1)

Repairs training
1) Do any TEAMnet members have 'repairs training programme(s)' which they would be willing to share?

2) Who do you use as training providers?

We would be particularly interested to hear from other London boroughs but the experience of all members will be valuable
Sue Clinton, Greenwich London Borough, teamnet@hqnetwork.co.uk,

Sue Clinton

Answers(1)

Benchmarking
I am looking for organisations wishing to participate in benchmarking. Paradigm is an RSL of c11000 units based in Buckinghamshire using an open book partnership procurement model. I believe anyone using either partnership or direct labour & contractors for special services would be comparable and the basic information I would like to benchmark is:-

-First time fix for response repairs.
-Jobs per operative per day
-Average cost per job (on some agreed sample basis)
-Cost of a basket of routine materials (to be defined)

Other measures of efficiency can be agreed but I want to keep it simple and easy to administer.

TEAMnet will be happy to assist in getting this benchmarking up and running since the results could be of value to the broader membership
John Daley, Paradigm Housing Group, teamnet@hqnetwork.co.uk,

John Daley

Answers(5)

Post inspections
I recall a couple of organisations telling me that they were criticised by Audit Commission inspectors for doing too many post inspections and not trusting their contractors to do this as part of the contract

Has anyone else had this experience or had advice from AC on what they consider a vfm approach to post inspections? What do members think is a vfm approach?
Glenn Hamilton, Greenwich London Borough, ,

Glenn Hamilton

Answers(3)

Pre inspecting void properties
We are currently working through the HQN void toolkit and one of the questions asks 'Is there a policy of pre inspecting void properties within 24 hours of notice being submitted by outgoing tenant?' Is anyone currently meeting this requirement, if so could you let us know how
Adele Livesey, Calico Housing Ltd, teamnet@hqnetwork.co.uk,

Adele Livesey

Answers(2)

Capitalised works
Do any members have information they can share relating to capitalised works, eg:

What works do you capitalise?
How often are works capitalised?
Are there any policies or procedures relating to capitalised works?

Alternatively any clear definitions would be of value
Jas Sidhu, Mercian Housing Association, ,

Jas Sidhu

Answers(1)

Void standards and gas and electric key/card meters
In due course we will be reviewing our void leavable standard (Condition residents must leave property in) and void letting standard.

1. Would any organisation be willing to share any standards they have which have been highly commended or praised?
2. Has anybody resolved how to carry out testing in void properties where gas and electric key/card meters are installed?
Kevin Stephens, Saxon Weald Homes, teamnet@hqnetwork.co.uk,

Kevin Stephens

Answers(4)

The impact of refurbishment on day-to-day repair costs
Some members have recently expressed views that the predicted results have not been as good as expected and that, for various reasons, repair orders and/or costs might even have risen.

Have you seen the anticipated reduction in the number of day to day repairs and costs as a result of your refurbishment programmes and, if not, do you know why?
Alan Hodgkinson, HQN, teamnet@hqnetwork.co.uk,

Alan Hodgkinson

Answers(1)

Gathering asbestos data for domestic properties
We currently carry out type 2 surveys to domestic properties when void, but are looking to change this process to survey a sample of properties and extrapolate information to the same property archetypes (awaiting HSE views on this). How do other landlords approach gathering asbestos data within domestic properties?
Kevin Stephens, Saxon Weald Homes, teamnet@hqnetwork.co.uk,

Kevin Stephens

Answers(2)

Recharge protocols
Are any TEAMnet members aware of the protocols for calculating recharges for repairs that are not the landlords responsibility, eg, remedial works following unauthorised DIY or vandalism, excessive key replacement, missing installations, etc?
Tony Morley, Greenwich London Borough, teamnet@hqnetwork.co.uk,

Tony Morley

Answers(2)

Salaries and recruitment of surveyors and maintenance officers
We have trouble attracting Surveyors and Maintenance Officers for Housing Maintenance work and have introduced a Market Forces Supplement to the basic salary to make the package more attractive.

I would be interested to hear the views and levels of salaries from other TEAMnet members
Neil Brown, Dacorum Borough Council, teamnet@hqnetwork.co.uk,

Neil Brown

Answers(3)

Advising residents of asbestos
We have commissioned a type 2 asbestos survey of all of our common areas and 50% of our stock to update our asbestos register. As part of our duty of care, we must, of course notify our Tenants of the presence of any asbestos containing materials in their property and details of how we intend to manage this risk.

Has anyone successfully set up a procedure and a letter template for informing Tenants of this, without spreading any concerns to them?
Steve Haines, Mid Devon District Council, teamnet@hqnetwork.co.uk,

Steve Haines

Answers(4)

Direct reporting of repairs
I am exploring the possibility of direct reporting for day to day repairs and, as part of the evaluation process, would like to hear of experience (good or bad) across TEAMnet members
Mark Rogers, Spire Homes, teamnet@hqnetwork.co.uk,

Mark Rogers

Answers(1)

Fob and key entry systems
Do any members have advice or documents I could use to manage, maintain and administer our controlled access fob and key entry systems to around 10,000 domestic properties
tony morley, Greenwich London Borough, tony.morley@greenwich.gov.uk, 02089216513

tony morley

Answers(3)

Response repair volumes
In the last 4-5 months the numbers of response repair requests, received through our helpdesk have been substantially above predicted levels. Also the cost per repair has increased. Initial investigations show weather related requests are a factor as are the increased effectiveness of the helpdesk and contractors.

Is this situation being experienced by other TEAMnet members?
John Daley, Paradigm Housing Group, teamnet@hqnetwork.co.uk, 01494 830742

John Daley

Answers(2)

Condensing gas boilers
Cambridge installed 196 'Baxi 133' high efficiency gas combination boilers on a planned heating replacement programme in August 2004. From the date of installation the boilers have constantly been breaking down with a range of component failures. Baxi attended to defects and rectified in the two year manufacturer's warranty period.

The Council is now in a position where our gas maintenance contractors are replacing numerous defective components and in some cases replacing the boiler in its entirety as parts outweigh cost of appliance. These unreliable appliances are causing us to incur high maintenance costs and also impacting upon residents due to loss of heat and hot water delivery.

Have others had experience of this particular boiler model (Baxi 133HE)? Baxi have only given minor assistance implying the problem is not widespread?
Chris Brown, Cambridge City Council, teamnet@hqnetwork.co.uk,

Chris Brown

Answers(2)

Right to Repair
We are reviewing various aspects of our repairs service and required your views on 'Right to Repair'.

- How do you monitor RTR?
- How do you decide what is RTR and how is it determined, ie, sor or ac guidelines?

It would be good to know the practices of other organisations, as it will help us to ensure that we are adhering to common ground rules.
Janki Tank, Ealing Homes, teamnet@hqnetwork.co.uk, 0208 825 6776

Janki Tank

Answers(2)

Aids and Adaptations
We are reviewing our service and are considering using a Schedule of Rates for Aids and Adaptations. If you currently use a S.O.R would you be willing to share it with us?
Maria Frawley, Elmbridge Housing Trust, teamnet@hqnetwork.co.uk, 01932 235861

Maria Frawley

Answers(3)

Responsive versus planned split
We have been trying to tackle an Audit Commission recommendation around improving the planned to responsive split ratio on responsive repairs. To improve VfM, plan more repairs, and do less repairs quickly. We have piloted a new way of working and introduced a planned category of works taking up to 55 days. However this has had an adverse effect on the time taken to complete non urgent jobs and therefore effects an important performance indicator. The CLG definition of planned work is very specific and states that you cannot group non urgent repairs together and then class them as planned work. So basically, I am asking what have others done to tackle this issue elsewhere. How have you defined planned work to fit in with CLG definition and improve a planned to responsive ratio?

For the purpose of this question I am not talking about Decent Homes work being included in the calculation, just purely responsive repairs. Any comments or examples, etc, appreciated.
Jason Siddall, Sheffield Homes, teamnet@hqnetwork.co.uk, 0114 2053580

Jason Siddall

Answers(1)

Repairs per tradesperson per day
We offer a comprehensive repairs service to our customers covering all trades. Could members advise me of the average number of repairs undertaken per tradesperson per day per trade within your organisation?
Michael Harden, Asset Manager, Colchester Borough Homes, teamnet@hqnetwork.co.uk, 01206506945

Michael Harden, Asset Manager

Answers(1)

Sickness absence
I am trying to improve our sickness performance and although my section includes a traditional DLO other technical office staff are included. I am trying to modernise the workforce generally and am aware that statistics can be affected by injuries, etc, but do not believe this to be the route cause, eg, motivation, morale, etc.

I would be grateful if anyone would be willing to share any good practice on improving sickness records relating to a DLO and, if possible, sharing of actual sickness figures to enable me to benchmark.
Heidi Thompson, Lincoln City Council, teamnet@hqnetwork.co.uk,

Heidi Thompson

Answers(1)

Right first time
Do you record and monitor 'right first time' as a KPI? If so, what exactly do you expect in a repair for it to qualify as right first time? A TEAMnet member recently asked if this was to become a new BVPI and, in any event, we think it is a very important measure of service.

For some it may simply mean 'what it says on the tin' ie, completing a repair on the first visit. However, others may require more, ie, completing a repair on the first visit, at the agreed appointment time, within the agreed timescale and to the tenants' full satisfaction.
Alan Hodgkinson, HQN, teamnet@hqnetwork.co.uk,

Alan Hodgkinson

Answers(4)

B&Q decoration vouchers
Are any TEAMnet members also members of Procurement for Housing and, if so, do you use the B&Q decoration vouchers deal recently set up by them?
Stephen Rockey, Bristol City Council, teamnet@hqnetwork.co.uk,

Stephen Rockey

Answers(3)

Contractors and the presence of asbestos
We have 2300 properties and had a 25% stock condition survey carried out, including inspection for the presence of asbestos. We recently changed maintenance contractor and they are insisting on testing all potential asbestos containing materials unless we can prove that the materials are asbestos free. This has included refusing to remove vinyl floor tiles in a property that was renovated in 1990, on the basis that the new flooring and/or adhesive "could have come from old stock".

Does anyone have any pointers to best practice in this area? The problem is specific to the maintenance contract, since we carry out asbestos testing to property archetypes prior to planned works. Removal of asbestos soffits, guttering, etc. does not pose a problem as it is generally possible to include the removal as part of other planned works. The problem is specific to floor tiles, since they occur in every property and there is almost always damage to perimeter tiles in void properties. Is anyone replacing floor tiles - apart from kitchen &bathroom - during planned works?
Bernard Quinn, North Shropshire District Council, teamnet@hqnetwork.co.uk,

Bernard Quinn

Answers(6)

Grounds maintenance
We are about to review our grounds maintenance contract arrangements and are considering moving to a partnering arrangement. Do any members currently work to this arrangement and if so would they be willing to share information on how they made the change and how the arrangement works?
Maria Frawley, Elmbridge Housing Trust, teamnet@hqnetwork.co.uk,

Maria Frawley

Answers(1)

Energy Performance Certificates and RDSAP
EPCs are coming into force in England and Wales as part of the Home Information Pack (HIP) on 1 June 2007 for the marketed sales (and leaseholds) of existing dwellings. However, possibly more importantly, from 1 October 2008, EPCs will also be required for rental of all dwellings too.

Reduced Data SAP (RDSAP) will form the basis for Energy Performance Certificates (EPCs) for existing dwellings.

Have you any views on the introduction of EPCs and RDSAP in relation to rented properties? Have you started to set up plans and procedures to address this requirement and are you willing to share these initial steps with other members?

Please send your responses directly to me at teamnet@hqnetwork.co.uk and they will be incorporated into a short briefing paper on the reception and use of EPCs and RDSAP for all existing rented dwellings. Alternatively you can respond here by filling in the short form below.
TEAMnet, The Excellence in Asset Management Network, teamnet@hqnetwork.co.uk,

TEAMnet

Answers(3)

Excluding sheltered voids
I would like to know if other members exclude sheltered voids when collating relet times for void PIs or, if not, how they treat sheltered voids in this process?
Joan Stephens, Town and Country Housing Group, teamnet@hqnetwork.co.uk,

Joan Stephens

Answers(5)

Partnering for corporate buildings
At Lincoln we have successfully partnered our Decent Homes programme including gas servicing, aids and adaptation major works and modernisations. However I now need to review our Corporate Buildings procurement and wondered whether anyone had successfully partnered these works, including repairs?

If so I am particularly interested in how you dealt with specialist contractors and one off works, eg, listed buildings, major planned maintenance schemes, eg, did you include them in the partnership or did you retain a traditional contract with one off tenders?
Heidi Thompson, Lincoln City Council, teamnet@hqnetwork.co.uk,

Heidi Thompson

Answers(1)

Tendering costs
Are members aware of what anticipated tendering costs might be associated with a re-tender exercise, or would a £2m project result in a certain percentage cost in terms of re-tendering?
Mark Rogers, Spire Homes, teamnet@hqnetwork.co.uk,

Mark Rogers

Answers(1)

Customer satisfaction surveys
The city of york council currently has limted opportunities for tenants to comment on the existing repairs service, do other organisations survey 100% of customers who have had a responsive repair carried out or do organisations use telephone surveys and are these useful?
Miss Joanne Whitehouse, York City Council, teamnet@hqnetwork.co.uk, 01904 554101

Miss Joanne Whitehouse

Answers(8)

Responsive repairs review
We are currently carrying out a responsive repairs review and one of our projects is to assess if we need to use a diagnostic toolkit, such as locator plus or continue with the knowledge that our repairs staff currently have. We are trying to find if anyone is using such tools and have they been beneficial to the service offered to customers and to staff themselves?
Simon Kelsall, The Excellence in Asset Management Network, teamnet@hqnetwork.co.uk, 01782854964

Simon Kelsall

Answers(6)