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Association for Public Service Excellence
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Events

2016

HBM0365 - Installation, maintenance of sprinkler systems 16.11.16

This local authority is interested to hear from others with regards to
installing/ maintaining sprinkler systems, specifically:-
1. Does your local authority install sprinkler systems?
2. If yes, what property types do you install sprinklers systems in?
3. Are your systems
a. Mains fed
b. Communal tanks
c. Individual tanks
4. What maintenance regime do you have in place for sprinkler systems?
5. Do you design your sprinkler systems with in-house staff or consultants?
6. Do you install your sprinkler systems with in-house staff or contractors?

 

HBM0364 - Natural gas cooking appliances/burners in flats/multi-occupancy buildings 24.10.16

This authority would like to ask others to answer the following
questions on non-supervised natural gas cooking appliances/burners in flats and multi-occupancy building:

1. Do your tenancy agreements allow for natural gas cooking

appliances/burners in flats and multi-occupancy buildings?

2. If yes, do you permit none supervised cooking appliances/burners?
3. If you permit none supervised cooking appliances/burners how
do you categorise the appliance/installation?

 

HBM0363 - Corporate Landlord - Property Services Software 11.10.16

A member authority is reviewing the Asset Management software
they use to manage their corporate property portfolio

What software system do you use?

What areas does your system cover?

 

HBM0362 - ‘Right First Time’ data and job satisfaction in repairs and maintenance 07.10.16

This member authority is seeking to understand how other local
authorities collect data on whether or not jobs are ‘Right First Time’
and how satisfied the customer is, related to all types of
appointments in Housing Repairs and Maintenance including gas
servicing, repairs, reactive and planned works.

In particular, they would be very grateful for any thoughts and
information you might be able to share on the following:
· How do you collect ‘Right First Time’ data within your repairs and maintenance service?
· What types of jobs/appointments do you collect it for?
· How do you measure customer satisfaction with the jobs/appointments?
· Do you have any particular targets in relation to ‘Right First Time’ and Customer Satisfaction and what are they?

 

HBM0361 - Appointments for non-emergency housing repairs 23.09.16

This authority would like to know:
1. What appointment slots are made available to tenants for nonemergency
housing repairs? eg am, pm, all day, school run,evening, hourly slots
2. Is the appointment availability different on a Friday from other
week days?
3. Do you offer evening appointments and if so how popular are these? (% carried out in evening?)
4. Do you offer weekend appointments and if so how popular are these? (% carried out at weekend?)
5. Are appointments offered for all reactive work types or are
some types of work non appointed and if so which ones?

 

HBM0360 - Recharging building maintenance work to tenants 23.09.16

This authority would be interested to interested to learn if other local
councils or social landlords have adopted a policy of charging
tenants for repairs / missed appointments and the basis of their
charges.

They would be interested in knowing:-
1. Do you have a charging / cost recovery process in place for
missed appointments?
2. Do you have a charging / cost recovery policy in place for
damage leading to repairs caused through tenant damage (whether
deliberate or accidental please specify in your response):
3. If available are you able to share the number / amount of revenue
received from recharging building maintenance repair works to
tenants.

Number of instances:

Total revenue:

 

HBM0359 - Marketing Documents - Building Maintenance & FM 19.08.16

A member authority is developing their marketing offer:
Do you have current brochures / marketing documents for both
internal and external customers covering the following:
· Facilities Management (including Catering and Cleaning)
· Construction Services
· Repairs & Maintenance Services

 

HBM0358 - Approaches to commercialisation in Housing Caretaker/Handyman and Communal Cleaning services 19.08.16

This member authority is seeking to grow their Housing
Caretaker/Handyman and Communal Cleaning services and would
be grateful to hear from any APSE member authority who has
successfully won new business and increased their surplus within
these services over recent years. In particular, they would value
any examples of business cases, details of marketing and
promotional work and tips for how to manage the process to ensure
sustainable growth.

 

HBM0357 - Responsive repairs: condensation and damp 12.08.16

This authority is currently reviewing the amount of responsive
repairs being reported for condensation and damp.

They would like to ask other authorities to share their:
1. No of responsive repairs being reported for condensation per
annum
2. Methodology used to diagnose these issues.
3. Methods of rectifying where condensation is identified

 

HBM0356 - In-house cyclical painting programme 21.07.16

This local authority would like to know if any APSE member
authorities have an in house service provider carrying out their
cyclical painting programme?

 

HBM0354 - Risk assessments/guidance for repairs involving bats and birds 15.07.16

A member authority has been having issues with repairs involving bats and roosting birds.
They would like a copy of any risk assessments or guidance you have on dealing with this issue effectively.

 

HBM0353 - Private Streets 14.07.16

This authority would like to ask if your local authority is promoting
the making up of private streets? If so, how have you gone about
this?

 

HBM0352 - Single status trade pay agreements  08.07.16

A member authority is interested in finding out the following information:
1. Have any authority successfully negotiated a single-status
agreement with trade operatives? (bringing all separate pay scales into one).
2. If so, what did the agreement cover? (e.g. placings on wage
scale, local agreements, flexi-time, etc)
3. How did you achieve this? Did you experience any issues?

 

HBM0351 - Construction tool lists 17.06.16

This authority would like to ask if others could provide a copy of the
tool list you currently use for any/all trades within construction.

 

HBM0350 - School catering provision for special diets 10.06.16

A member authority would like to know:
1. What is the range of allergies/special diets that you cater for?
2. Who creates your special diet menus?
3. Do you use any software specifically for the creation of special diet menus?

 

HBM0349 - Training certificate for ride on scrubber driers 10.06.16

A member authority would like to know if any local authorities/FM
service providers require operatives to achieve a training certificate
for the operation of ride on scrubber driers in addition to normal
Standard Operating Training?

 

HBM0348 - Property Services software 09.06.16

This authority is looking to purchase software to support the
management of property services for their portfolio of about 100
buildings. They would like to hear from other APSE members about
the systems they use to manage the following elements:-
• Reactive maintenance,
• Programmed maintenance
• Statutory testing
• Energy management
They would also like to hear whether the systems used link to other
systems such as financial packages and whether they can grow to
add on modules to manage security, cleaning, etc.

 

HBM0347 - E-system for multi and several trade works ordering 31.05.16

This local authority requires to replace its existing E-system for multi
& several trade works ordering. They are looking to find out what
system(s) other Council's currently use to order (non-housing)
works to various private contractors and whether these systems
interface with their Financial Management System (FMS).

It would be helpful to ascertain whether any other authorities:
1. have recently implemented new systems?
2. whether these were bespoke systems or 'off the shelf' solutions?
They would also like to potentially seek any lessons learned from
others who have been or currently are going through a similar process.

 

HBM0346 - Building Maintenance and Repair Apprenticeships 31.05.16

This authority’s Construction Services are seeking to establish the
extent to which Building Maintenance and Repair Apprenticeships
have been introduced across local authorities in the UK. This is a
relatively new apprenticeship over 2 years and includes the Level 2
NVQ Diploma in Building Maintenance Multi Trade Repair and
Refurbishment Operations. The qualification is available through
approximately 28 accredited college/centres across the UK.

They are seeking to establish:

1. Does your organisation recruit Building Maintenance and Repair Apprentices (Multi Trade Repair)?

2. If yes, what age group are they? 16-18 or 19-24?

3. How long have apprentices been recruited in this area?

4. How long is the apprenticeship period? 2 or 3 years?

5. Are you expecting to recruit Building Maintenance Apprentices this year, if so how many?

 

HBM0344 - Corporate Building and Property Services Models 18.05.16

A member authority is enquiring about the sorts of set up/models
that other Councils have for their Corporate Building and Property
Services such as:-
• Spectrum/types of services they offer
• Size of department and structure
• Are some of the works externalised
• What size is the customer base
• Have they any income generation ops such as doing works for the Public
• Are they stand alone
• Is property in with building

 

HBM0343 - Building Maintenance Succession Planning 16.05.16

A member authority is looking for information from other Local
Authorities on what Succession Planning is in place within the
Building Maintenance Division Service areas that, address the
development of skills for trade personnel in preparation for career
advancement to supervision and/or management roles.
If succession planning is in place what type or method is used i.e.:
Individual training plans, 1-2-1 structure, etc.? Any further

information would be greatly appreciated.

 

HBM0342 - Right to Repair and how it is being implemented 27.04.16

This local authority would like to ask others about Right to Repair
and how it is being implemented. They would like to know:
1. How many Responsive repairs in total an organisation does
each year?
2. How many of these are next working day RTR?
3. How many of these are 3 working days RTR?
4. How many of these are 7 working days RTR?

 

HBM0341 - Making up private streets 26.04.16

This authority has over 150 private streets listed.

They would like to hear from other local authorities who are
currently promoting the making up of private streets.

They are particularly interested in receiving feedback on the following –
1 Has any survey been carried out to prioritise the list of
streets – how have you gone about this?
2 Is the authority providing any financial assistance towards
the overall cost of making up the streets to an adoptable standard?
3 Is the authority accepting a standard that is different to
their normal highway specification for new developments to secure
adoption?
4 Is the authority prepared to pursue the making up of a
private street when petitioned by only a majority of frontages?
5 What options does the authority offer for residents to pay
for the cost of the highway works as apportioned to their frontage?

Any related information would be very useful.

 

HBM0341a - Charging for works without Schedule of Rates 06.05.16

This authority would like to find out how other Councils Internal
Property Maintenance departments charge the following works
without the use of Schedule of Rates.

Housing Repairs
• Emergency
• Urgent
• Routine
• Planned Works

Non Housing Repairs / Public Building Repairs
• Emergency
• Urgent
• Planned Works

 

HBM0340 - Responsive repairs per home per annum 07.04.16

This authority is currently reviewing the amount of responsive
repairs ordered per home per annum with a view of trying to reduce
their routine repairs.

They would like to ask other authorities to share their:
1. No of responsive repairs per home per annum
2. Size of stock
3. Methodology used to reduce repairs

 

HBM0339 - Work schedulers  31.03.16

This authority is looking for job descriptions for Property Repairs Work Scheduling Planners.

They would also be grateful to know about current salary levels for these posts.
In addition, any information on how the work scheduling office function is set up would be beneficial.

 

HBM0338 - Dedicated standby out of hours team 31.03.16

This authority is reviewing their service and are looking at moving to
a dedicated standby / out of hours team that only work these hours
and that complete repairs rather than just providing a make-safe service.

They are interested to hear from anyone who currently operates this
way or has looked into it and decided against it.

They would also appreciate any job descriptions used to recruit to these posts.

 

HBM0337 - Stock Condition Surveys 21.03.16

This authority is developing its Asset Management strategy for
council properties.

They are using Kykloud Asset Management software and looking to
develop a comprehensive stock condition survey that is coded for
completion in Kykloud and integration with Northgate/OHMS, along
with lifecycle replacement times and costs for each element.

They are keen to have sight of some example stock condition
surveys others have used in order to assist them with development
work, particularly in respect to structural coding (e.g. scope: items
and descriptions and the associated hierarchy for elements,
components and attributes).

It would be ideal if these have been designed to integrate with
Northgate/OHMS but also transferable to other systems.

 

HBM0336 - Job completion rates by trade 08.03.16

This authority is interested in comparing job completion rates by
trade for reactive maintenance.

They would like to know the average number of reactive jobs the
following complete per day:

Plumbers -
Gas fitters (not including servicing) -
Joiners –
Bricklayers -
Electricians –

 

HBM0335 - Using National Schedule of Rates and alternatives 07.03.16

This authority has used the National Schedule of rates (NSoR) in
the past but found it is not wholly suitable.

They are keen to hear from others about whether they use NSoR,
what alternatives are being used as well as any problems and
benefits identified. Please answer the following:-

Do you use the NSoR?
Do you use a variation to the NSoR? i.e. NSoR minus 5%.
Do you have a compositing system with the NSoR?
Do you use an alternative to the NSoR? If so, what form does this
take i.e. a local version of the SoR?
What led you to use the option you do?
What problems or benefits have you encountered with your option?
Do you have a hard client / contractor split?
Do you have to compete in open competition for the work?

 

HBM0334 - Housing repairs - appointments and emergencies 07.03.16

This authority is reviewing its operation regarding appointments and
emergencies for housing repairs.

1. Emergency repairs
They are reviewing their arrangements for emergency repairs and
are interested to hear from others about the processes they have in
place if they do not take calls themselves 24 hours a day.
Alternatives might be the use of technology or of a call centre to
manage the calls. They would like to hear details from anyone who
has addressed this issue whether it has been a success or not.

2. Repairs appointments
They would also like to know what times appointments are offered
to complete routine repairs.

They are looking at the possibility of offering evening appointments
so would be interested in who else offers evening and weekend
appointments.

They would also like to know the experience those that have
introduced evening or weekend appointments have had.
We are currently reviewing responsive repair timescales and
arrangements for emergency repairs. I was looking to see if it would
be possible to raise a network query regarding the following areas:-

 

HBM0333 - Information on Health and Safety Management Systems 29.02.16

As part of an internal review of Building Services management of
health and safety practices within the construction sector and also
as a benchmarking exercise to compare their existing process and
arrangement against similar sized organisations this authority would
like to understand how other comparative organisations manage
health and safety.

The purpose of this request is to establish how other organisations
develop and pass information to front line operational staff,
employees/agency/sub-contractors/visitors. Their primary focus is
on how line management manage health and safety and the
compliance procedures utilised to ensure safe working practices are
being followed.

They would like to find out about the following:

1. Risk Assessments/Method Statements
Who compiles them, how the information is distributed to frontline
staff and how understanding/compliance is achieved.

2. Construction Phase Plans
Who compiles them, how the information is distributed to frontline
staff and how understanding/compliance is achieved.

3. Safe Systems of Work
How are they developed and who has input into the development
process and how they are utilised with specific reference to the types of task:
• Small routine maintenance work (less than 1 day)
• Larger planned tasks, e.g. kitchen/Bathroom replacement,
Window replacement, domestic gas heating systems
installation/renewal (1 off tasks which are not part of a larger
contract)
• F10 reportable work requiring the development of a
Construction Phase Plan

 

HBM0332 - Building maintenance productivity by trade 22.02.16

This authority is looking at productivity by trade type.

APSE Performance Networks currently provides an average value
of work per operational employee but we are looking for figures by
trade type.

The calculation used to gain such data would be as follows:-

(total income for gas work – total spent on sub-contractors and
specialist contractors for gas work) / total FTE operational and
apprentices and trainees and agency employees working on gas
work

Where:

total income for gas work = total annual income from work on behalf
of own local authority, other local authorities or private clients
including repairs/maintenance/ emergency/new build/void
properties/other non building maintenance work on gas work only

total spent on sub-contractors and specialist contractors on gas
work = sub-contractors and specialist contractors providing
repairs/maintenance/ emergency/new build/void properties/other
non building maintenance work for own local authority, other local
authorities or private clients on gas work only

total FTE operational and apprentices and trainees and agency
employees for gas work = total FTE operational employees
including apprentices, trainees and agency staff working on
repairs/maintenance/ emergency/new build/void properties/other
non building maintenance work for own local authority, other local
authorities or private clients on gas work only

The process should be repeated for all trades as noted in the table
below.

Those who respond will be sent a copy of all replies.

A-total income
B-total spent on sub-contractors and specialist contractors
C-total FTE operational and apprentices and trainees and agency
employees
Calculation
(A-B) / C
Outcome

 

HBM0331 - Systems and mobile working equipment for building repairs 11.02.16

This authority has operatives using mobile working equipment and
is a user of Citrix and Servitor to manage its repairs and
maintenance work for the housing stock.

They are keen to hear from other Citrix and Servitor users and to
learn about the successes and issues they have experienced whilst
using these systems.

They are currently using Nokia Lumia Windows PDAs and they are
having problems using them with Citrix and the Servitor system.

They would like to hear from others who have had similar
experiences and whether (and how) they might have overcome
them.

APSE is keen to hear from all users about their experience with
systems and mobile equipment.

Please respond to the questions below as fully as you can or pass it
on to your colleagues if you are unable to answer.

Question
1.Which systems does your local authority use for R&M and
associated works? e.g. Citrix and Servitor
2.What have been your successes, issues and problems?
3. How have you overcome problems? Or are they still outstanding?
4.Which PDAs does your local authority use? e.g. Nokia Lumia
Windows
5. What have been your successes, issues and problems? Or are
6. How have you overcome problems? Or are they still outstanding?
7.Have you had problems using similar equipment to the local
authority noted above using Citrix and Servitor with Nokia Lumia
Windows PDAs?

 

 

 

Promoting excellence in public services

APSE (Association for Public Service Excellence) is a not for profit local government body working with over 300 councils throughout the UK. Promoting excellence in public services, APSE is the foremost specialist in local authority frontline services, hosting a network for frontline service providers in areas such as waste and refuse collection, parks and environmental services, cemeteries and crematorium, environmental health, leisure, school meals, cleaning, housing and building maintenance.

           

 

          

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