Archived decisions

HAMPSHIRE COUNTY COUNCIL

Report for Information

1) Purpose of Report

1.1 The purpose of this report is to set out the approach being taken to provide Hampshire's schools with a range of landlord's property services through a single Service Level Agreement (SLA) which commenced in 2007 and runs for a period of 5 years until April 2012. The report identifies the benefits of the SLA for schools and the County Council and the achievements made so far against agreed performance standards.

2) Contextual Issues

2.1 This is an information report detailing the department's progress in implementing the current SLA with Property Services.

3) Introduction

3.1 School buildings account for approximately 75% of the County Council's functional property portfolio and schools are in receipt of significant amounts of delegated funding for spending on building repairs, engineering maintenance and asset management priorities. The SLA provides an important gateway for schools to access professional property services and in turn for the County Council to help influence schools to make sound investment decisions that have a positive impact on the schools estate as a whole.

3.2 Schools have all revenue expenditure for building and engineering matters delegated under two funding streams.

3.3 Approximately £2.62 million is allocated under Local Management of Schools (LMS) for minor repairs and maintenance works. A further £8.69 million is allocated under the statutory scheme of Fair Funding for major revenue repairs, maintenance and servicing.

3.4 Property Services SLA is used to support schools discharging the building and engineering elements of their `Fair Funding' allocation. It is also the means by which schools have access to capital project services and health and safety support initiatives such as the new fire manual. The relationship with schools through the SLA is key to maintaining the County Council's corporate approach to managing the built estate and critical to future property management strategies.

3) Schools Buy-Back of Property Services SLA 2007-2012

4.1 In total 520 of the 530 Hampshire Schools (i.e. all Community, Controlled and Aided Schools together with 13 of the 23 Schools with Foundation status) return their Fair Funding allocations to the County Council. This is via a buy-back arrangement, formalised through the 2007-2012 revenue repair and maintenance of buildings SLA with Property Services.

4.2 The continuing close links with schools enables Property Services to guide strategic investment of schools Funding to address county wide priorities. In addition, the continued dialogue through Management Partnership arrangements enables Property Services to provide professional advice and support on all property related matters.

5) Professional Advice and Support through the SLA

5.1 The SLA ensures:

· the liabilities at each school are managed, irrespective of condition

· work streams are integrated and economies maximised

· a single point of contact and 24 hour emergency cover

· access to specialist services such as health and safety and disability access advice.

5.2 As a result of consultation with Head teachers, the 2007-2012 SLA was formulated incorporating a range of enhanced services in response to schools' comments/suggestions, as well as continuing with well established services. Commitments have been made to provide the following:

a. An enhanced health and safety review programme

b. Interactive fire management guidance

c. Provision of record drawings covering sites and buildings

d. Disability Discrimination Act (DDA) support

e. Contract Management for engineering and building revenue works

f. Implementation of school funded projects embracing framework arrangements

g. Presentations to newly appointed Head teachers regarding Property Services support

5.3 In order to maintain continued Headteacher confidence in Property Services performance, commitments made within the SLA must be honoured and progress/development of the service effectively monitored and communicated in a proactive way.

6) Enhanced Health and Safety Review Programme

6.1 This provides a Health and Safety advisory service visit for schools on a three-yearly basis, using a specifically designed review tool. In the Primary and Special school sectors one visit combines a review of operational and building related Health and Safety and is conducted by appropriately trained members of staff either from Children's Services or Property Services. In secondary schools, separate visits are undertaken by each department's representative due to the range of complexities in that sector.

6.2 In the first year of the current SLA, recruitment issues within Children's Services have slowed the primary sector programme. However, these have now been overcome and a programme has been agreed to bring this back on track. School visits where Headteachers have either taken up their first headship or been appointed from outside the County receive priority.

6.3 Property Services has completed visits to 59 of the 67 secondary schools with reports being issued to schools within 15 days of the visit.

7) Interactive Fire Management Guidance

7.1 Property Services continues to provide proactive support and site specific training to Headteachers prior to Hampshire Fire and Rescue Service (HFRS) Audit visits. These targeted training sessions have proved very successful in reducing the number of enforcement notices issued by HFRS.

7.2 In addition arson reduction advisory visits have been targeted at schools deemed as `high risk'. This included schools within the Havant and Waterlooville area in 2008 preceded by the Basingstoke area in 2007. Identified prevention works have been delivered (e.g. secure bin stores away from buildings and enhanced site security) to reduce risk.

7.3 Following a trial at eight schools, Property Services has produced a web-based fire safety manual following consultation with the Corporate Health and Safety Team. This will be reviewed on a regular basis.

7.4 To complement the web information, comprehensive training to support schools and other local building managers will be organised, delivered by Hampshire Learning Centre.

8) Provision of Record Drawings for School Sites and Buildings

8.1 Considerable progress has been made in the production of computer aided drawings (CAD) records of school buildings that are used in support of local health and safety risk assessments and feasibility work for building projects. The programme is currently ahead of schedule in fulfilling our commitment to produce CAD plans to all schools during the lifetime of this SLA. To date 66 of the 67 secondary schools and 168 of the 453 primary/special sector schools, have had plans completed.

9) Disability Discrimination Act (DDA) Support for Schools

9.1 The SLA commitment is to provide a DDA Advisory Service for all Schools by the end of 2008. This has involved the design of a self-audit form for schools to complete (including comprehensive background information) and an advisory site visit.

9.2 Approximately 330 of the 520 site visits/reports have been undertaken. It is envisaged the programme will be completed by 28 February 2009.

9.3 School feedback from this initiative has been very positive, and participation by local access group representatives (at approximately 10% of site visits) ensures greater inclusion within the community.

10) Contract Management of Engineering Revenue Repair and Servicing Works

10.1 Term Engineering Contracts for Engineering Breakdown, Servicing and Repair are well established and the three new geographically based contracts have now been in place since 1 August 2007.

10.3 Contractor changes caused some teething problems resulting in a significant rise in the number of complaints from building users, details of which are contained in paragraph 14.04.

10.3 In the first year, over 23,000 breakdown calls were received and responded to, which amounts to a 7% increase compared to 2006/07.

11) Contract Management of Revenue Building Repairs

11.1 10,000 repair requests were received and ordered during 2007/08, covering all of the County Council's built estate. This encompasses some 7,000 premises on 1100 sites, including the 520 schools who buy-back Property Services SLA. This volume of repairs has remained constant over the past five years and is generally processed by Property Services Customer Service Centre.

11.2 The Customer Service Centre acts as Property Services first point of contact to all County Council building users reporting building defects or seeking general premises advice during office hours. Outside these times an emergency response service is provided.

11.3 During the last quarter of 2006/07 a client survey was conducted regarding the key areas of the Customer Service Centre's performance as well as that of building contractors employed.

11.4 The results indicated local building users were very satisfied with the knowledge/attitude of Customer Services Centre staff and the contact arrangements in place, with an overall 84% score rating. Regarding contractor's performance, a broader scoring range was received, but overall, a satisfaction rating of approximately 80% was received for their communication skills, response times, standard of workmanship and compliance with Health and Safety.

11.5 Although this feedback is reassuring, key messages were noted regarding the need to complete repairs more promptly and provide greater flexibility in response to peak call times.

11.6 Both these aspects are currently being addressed and members will be aware of references to the future formation of reactive term building contracts. Four new term contracts (three geographically based and one county wide out of hours emergency service) are being developed in line with European procurement rules (OJEU).

12) Implementation of School Funded Projects

12.1 In addition to delegated revenue funding, schools receive an allocation, via the Devolved Capital Formula from the Department for Children, School's and Families (DCSF) for major investment identified through the school's asset management plan (AMP). Typically, this amounts to over £100,000 per annum for a secondary school and up to £40,000 per annum at a primary sector school.

12.2 The total devolved capital to schools over the next three years is projected to be around £63million. Property Services SLA with schools is structured to provide support for this devolved capital investment. Year-on-year devolved capital formula allocations to schools have increased resulting in the implementation of school funded modernisation projects becoming an ever more demanding work stream.

12.3 Property Services SLA with schools includes general advice and development of feasibility studies (regardless of projected value) to determine the practicality and estimated cost of locally determined development priorities. On average, over the past three years, these feasibility studies have been undertaken within a school term of a request being made.

12.4 Over the past three years a total of 333 schemes involving school funding have been completed, valued at approximately £30,550,000 with, on average, a variance of plus/minus 6% between pre-tender estimate and the contracted tender sum.

12.5 As at 1 August 2008, 99 live school funded projects, valued at £15,800,000, are progressing through the various construction stages.

13) Client Feedback on Property Services Projects Performance

13.1 Well established arrangements exist for seeking and reviewing client feedback at practical completion of all project work irrespective of funding sources. The response rate from schools in providing feedback is exceptionally high, averaging over 75%. This provides invaluable data to aid service delivery improvements.

13.2 Set against a year 2000 benchmark standard, satisfaction ratings have continually improved (despite more stringent scoring mechanisms being introduced in 2006) as demonstrated in Appendix 1.

13.3 Analysis of questionnaire returns is also provided within Appendix 1; from which, improvements are being targeted at:

* improving the contractors timely resolution outstanding work
at practical completion

* explaining further to schools the time scale required to progress works, because clients do not always appreciate the complexities of design, procurement and health and safety legislation requirements irrespective of a scheme's value.

13.4 In 2007, feedback achieved a good or excellent rating in 91% of cases whilst only 3% were categorised as poor. Returns are closely monitored and where `poor' feedback is given, personal contact is made with the building user to learn more of their experience and resolve any outstanding concerns which may exist.

14) Complaints Monitoring

14.1 Tried and tested arrangements are in place for capturing and monitoring complaints across Property Services. Appendix 2 charts totals, patterns and response times.

14.2 In summary a total of 128 complaints were recorded in 2007/08, all of which were effectively resolved through the mediation of Property Services Customer Services Manager and project teams, resulting in 20% of all complaints concluding with a compliment from the complainant.

14.3 Whilst the total number may seem high, in the context of the activities which Property Services conduct, (e.g. approximately 8,000 Term Engineering Servicing visits and over 23,000 breakdown engineering callouts, 10,000 building repair orders and over 200 building contracts valued in excess of £24million in 2007/08) it forms only a minute percentage.

14.4 Analysis of these complaints in Appendix 3 shows approximately 50% refer to contractor/supplier poor performance. In the majority of cases these were directly attributable to "teething" problems experienced by new Term Engineering Contractors whose five year contracts commenced on 1^st August 2007, partly attributable to one Contractor having had no previous experience of fulfilling a Term Contract within Hampshire's property portfolio. It is pleasing to note that following considerable liaison and support by Property Services Engineering Team, performance standards have improved, as evidenced by client feedback responses.

14.5 With regards Property Services performance, despite the huge volume of work, 2007/08 saw only 50 complaints directly attributable to performance, as evidenced in Appendix 3.

14.6 It is interesting to note that despite the backlog of repairs and maintenance (reported to the panel in July 2008: www.hants.gov.uk/decisions/decisions-docs/080714-blcpnl-R0711090529 only 5 complaints in 2007/08 were received regarding the condition of the building fabric. This is considered indicative of the effective communication Property Services staff have with schools through Management Partnership arrangements.

14.7 Internal standards aim to provide full response to enquiries and complaints within 10 working days. Performance against this is evidenced in Appendix 2. In the small number of cases where this was not possible, members are assured some dialogue occurred with the complainant within the required time limits and in each case matters were effectively concluded.

14.8 No complaints were recorded as being either racial in nature or related to any other equalities and diversity issue. However, one complainant from the general public did refer a matter to the local Government Ombudsman in 2007/08. In that case the Ombudsman found there had been no maladministration on behalf of the County Council and the matter was thereby closed.

15) Compliment Monitoring

15.1 Compliments exceeded complaints by a ratio of 3:2 in 2007/08. This is consistent with previous years, thereby demonstrating Property Services' continuing high client satisfaction rating. Appendix 4 evidences compliment themes regarding Property Services performance.

16) Presentations to Recently Appointed Headteachers

16.1 Since 2006 Property Services has organised annual seminars for recently appointed Headteachers to advise them of services available to schools through the SLA. Feedback has consistently found Headteachers consider such sessions informative and beneficial in enabling them to understand and appreciate the support available to them on property related matters.

16.2 Following revenue funding changes to the `Aided' school sector during the 2002-2007 SLA, a single comprehensive service to all school sectors was offered in 2007-2012 SLA. This was bought back by all 56 Aided Schools, but feedback soon established that, in a number of cases, Aided School Headteachers did not fully appreciate all the services available to them. Therefore, in Spring 2008 a series of seminars were provided to the Aided School sector, along the lines of the presentation given to recently appointed Head teachers. These were well attended by Headteachers, often accompanied by representatives of the Governing Body. Once again, feedback advised that the sessions had been well received, informative and beneficial to those who attended.

17) Communication Strategies with Schools

17.1 Regular management partnership meetings are held between Senior Property Services personnel and Headteachers. The frequency and detail of the meetings varies depending upon the type of premises and school specific requirements. The purpose of the meeting is to create a platform where schools and Property Services can raise and discuss property related topics including:

* Long term development plans
* School projects and issues
* Asset management plan (AMP) condition assessment/priorities
* Property related Health and Safety
* Funding sources for programmes of work
* Building/engineering repairs
* OFSTED building issues
* Water/energy management and sustainability advice
* SLA performance

17.2 Property Services also provides timely advice and information via a bi-annual publication entitled "Property Matters" which is distributed during the Summer and Autumn terms to Head teachers and Chairs of Governors. In the secondary sector, additional copies are provided for other personnel with building responsibilities at the school. A focus has recently been given to sustainability and energy saving articles which have generated much interest from schools

17.3 In addition, timely advice of an `urgent' nature (e.g. the imminent arrival of severe weather or rogue traders operating in particular parts of the County) is distributed to Headteachers and school Administration Officers offering appropriate guidance. Feedback indicates that schools value the service and numerous compliments have been received for this aspect of service. Where non-urgent messages need to be conveyed the Children's Services weekly communication route is similarly utilised.

18) Market Research

18.1 Whilst significant data is available to Property Services regarding schools assessments of our performance, validation by targeted market research will be extremely beneficial in determining the future direction and content of the next SLA with Schools in 2012. To this end, Property Services intends in 2009 to commission market research seeking:

* Feedback on performance against current SLA standards
* Identification of new initiatives Schools wish considered
* Identification of essential core services to schools and
conversely, services not considered a priority
* Views regarding the possibility of creating a Capital devolved
formula work stream based SLA

19) Conclusions

19.1 The Panel are asked to note the department's progress in implementing the current SLA between schools and Property Services.