Hampshire County Council

Executive Member, Policy & Resources Item

13 November 2003

Services to Schools

Report by the Director of Property, Business and Regulatory Services

1

Summary

1.1

The following decisions are sought:

That approval be given to the continuation and development of support for schools to provide them with successful property services.

2

Reason(s)

2.1

To meet the requirements of the SLA with schools and to meet the standards set by the Audit Commission for the provision of successful property services to schools.

3

Other options considered and rejected

3.1

4

Conflicts of interest declared by the decision-maker or a member or officer consulted

4.1

Not applicable

5

Dispensation granted by the Standards Committee

5.1

Not applicable

6

Reason(s) for the matter being dealt with if urgent

6.1

Not applicable

Approved by:

..........................

Date of decision:

.........................

Councillor T K Thornber

Hampshire County Council

Buildings, Land and Contracts Panel Item *

24 October 2003

Services to Schools

Report by the Director of Property, Business and Regulatory Services

1

Introduction

1.1

Earlier this year the Audit Commission published a report entitled "Improving School Buildings - Asset Management Planning in LEAs and Schools". The report established that seven key factors should be evident if successful property services are being delivered to schools. The purpose of this report is to provide Members with an overview of the property services being provided to Hampshire schools in the context of the seven key factors identified by the Audit Commission, and other service initiatives being developed to support schools.

2

Background

2.1

The County Council has a long standing commitment to provide services to schools as part of the Landlord's Strategy for the Built Estate. In 2002 the Landlord supported Hampshire schools with property services in the form of a five year service level agreement (SLA) for the repair and maintenance of buildings. All Community schools bought into the full SLA. Aided schools, who have traditionally procured property services through their diocese, were offered the same SLA. Of the 56 Aided schools 55 now buy into the SLA (22 buy the full service and 33 buy the engineering service only). Some Foundation schools have also bought back into the SLA with services being provided to 8 out of 25 Foundation schools (2 secondary schools buying the full service and 6 schools buying the engineering service).

2.2

A main plank of the SLA is the Management Partnership meeting where each school has an individual meeting with a senior property manager to discuss and agree property issues and strategy.

3

Audit Commission - Factors for Successful Property Services

3.1

In their report, the Audit Commission identified seven key factors they look for as evidence that Councils are delivering successful property services to schools. These factors are reproduced in Appendix 1 along with an overview of the Landlord's property services against each factor.

3.2

Appendix 1 provides a demonstration that where schools buy into the Landlord's SLA they are receiving property services that align with each of the Audit Commission's key success factors. Regular liaison meetings with schools Standing Committees indicate a high level of customer satisfaction with the services being provided and this is evidenced through customer services monitoring and feedback being received from individual schools. Of particular note is the increase in compliments which outnumber complaints, which is especially pleasing given the increase in workload over the last few years.

4

Business Planning

4.1

Dedicated property management teams have been established for the delivery of property services to primary and secondary schools. These teams have adopted a Balanced Business Scorecard approach to delivering property services, formalising short and medium term objectives, under four headings including customers. The plan links to the corporate and departmental strategic aims as well as individual training and development plans for staff. Business plans also set performance targets so that at all times a customer focus is maintained for the delivery of the SLA services, with the aim of improving levels of customer satisfaction.

5

Customer Services Initiatives

5.1

Performance against the SLA is monitored through the Department's Customer Services team, through a process of complaints and compliments monitoring and project feedback reports.

5.2

Compared against a key performance improvement target of achieving a 10% per annum reduction in complaints and a 10% increase in compliments the following was achieved for 2002/03:

· a 23% reduction in total number of complaints received.

· 15% increase in the total number of compliments received.

5.3

Well established robust arrangements exist for reviewing client feedback at practical completion stage for all Property Management project work. Over 80% of project feedback questionnaires issued are completed/returned. Analysis of returns identifies the following:

· a 57% increase in the number of questionnaires issued compared to the previous year.

· 49% of returns record performance as `excellent' (43% in the previous year).

· 39% of returns record performance as `good' (42% previously).

· `Fair' and `Poor' assessments review fairly static at 10% and 2% respectively.

5.4

There is an ambition to provide leading edge property services to schools and to this end, it is proposed to engage schools in a widescale dialogue over the next twelve months to seek their views on the development of the service and their top priorities. Further information will be reported to a future meeting of the Panel.

6

Conclusions

6.1

Dedicated teams are focussed on the delivery of property services to schools and these teams have business plans aimed at improving the level of customer satisfaction in respect of property services.

6.2

Customer Service monitoring and feedback arrangements indicated an upward trend for the Department's performance in delivering property services for schools.

6.3

Overall, there are well established strategies and practices that deliver property services to schools that align with the key success factors identified by the Audit Commission.

Recommendation(s)

The Buildings, Land and Contracts Panel advise the Executive Member, Policy and Resources that:

1

The performance of PBRS in the delivery of property services to schools be noted.

2

Approval be given to the development of property services initiatives outlined in this report in order to meet the requirements of the SLA with schools and the Audit Commission's standards for being an Authority that is successful in providing property services to schools.

3

Approval be given to widescale consultation with schools about the future development of property services.