Responsive MaintenanceService Improvement Panel

Meeting Notes

Thursday 7thMarch 2013

Present:Geoff Brookes (GB), Mike Slater (MS), Annette Bellyou (AB), Clare Waters (CW), Tina Williams (TW), Lee Harrison (LH – Quality Surveyor), Katie Smithson (KS – Customer Service Team Leader – Repairs), Shaun Osborn (SO – Kier Stoke Responsive Repairs Manager), Richard Kettrick (RK – Kier Stoke Customer Experience Co-Ordinator), Paul Capewell (PC–Tenant & Leaseholder Involvement Officer)Jean Haynes (JH), Emma Fear (EF – Tenant Involvement & Home Ownership Manager), Tim Thorley (TH Kier Operative), Paul Burgess (PB Kier Operative), Donna Myers (DB Snr resource controller)

Apologies:Linda Dudley(LD),)Tony Phillips (TP – Contract Manager – Operations),Rose Wright (RW),Kevin Lovatt (KL), Mark Bourne (MB)

Raised by / Details
ALL
PC
EF
AB
PC
SO
PC
LH/KS
MB
MB
SO
RK/PC / AB opened the meeting, welcomed all attendees and asked all to introduce themselves.
Apologies were recorded.
1 – Q & A session with Kier operatives Paul Burgess and Tim Thorley
AB welcomed PB and TT to the meeting and invited questions to the members through the chair.
1- CW –What’s your view on the situation with late appointments?
PB – we take a job as we finish the previous one. We don’t like being late, it’s unprofessional but it’s out of our control.
TT – sometimes there are constraints beyond our control, recently the weather has increased the time on a job and in turn has a knock on effect, we do apologise when we attend
2 – CW – does it take long to get through to get another job.
TT – not long, maximum is about 5mins
DM – calls in on 6/3/13 were 58 seconds and 5/3/13 were just over a minute.
TW – I’ve noticed that it does take a while to get through and when waiting for stock
PB – we can’t carry all parts we need and sometimes if there’s going to be a long wait I will come and get the parts, especially if we are close to the stores.
TT – if we don’t have that part we can go straight to the supplier direct and order and again frees up time.
PB – when working on voids the stores have keys so they can put the parts/materials inside the void ready for when we get there.
3 – JH are or have Kier purchased scooters to aid in delivery of parts.
PB/TT – yes for small parts locks etc. and it works very well.
4 – TW gave an example of where she had called in a repair but when the operative turned up to carry out the repair he had been given the details of a different job. AB – Are the operatives being given the correct jobs?
TT – we’ve not had a case like this but even if we do we ask for extra jobs that need to be done when we are at the property.
KS –Call staff repeat the job back to the tenant so the correct information is sent through to the operative.
LH – said he will investigate after given the details
AB stated that she had recently logged two repairs and the call handlers had followed the correct procedure – also we were very impressed the how they handle the calls when we attended Cromer Road.
LH – offered an open invite for all to visit Cromer Road to see the set up.
*PC to pass contact details to LH
5 – AB – when you’ve been given a job, what’s the reaction from the tenant when they’re told you will be late.
PB – if it’s going to be late then the resource controller will call to see if it’s still ok to attend when the operative attend they will apologise.
TT – we are warned if it is a late job we are attending from the job screen.
AB the two jobs I mentioned earlier, there was a small delay on 1 of the jobs but not too long.
DM – today we started to do the late calls to tenants – we measured this over the last few weeks to make sure it would have an impact.
6 – TW do you have many incidences of where you turn up and the tenant is not in.
TT – when we used to work from the PDA’s we would have about 8 or 10 missed appointment per week, now I’ve had about 4 in the past year.
If they are not in the resource controller will attempt to contact the tenant and possibly rearrange.
JH – this has changed then because on past ride outs the operative has left a missed appointment card.
*EF took an action to arrange a ride out with members. Need to check if members have safety shoes and high visibility vest.
7 – GB – are you restricted to what jobs you can do? As a friend asked for a dripping tap to be repaired by a Kier operative who was there to do another job, he said he couldn’t do it.
TT – we would follow the PLAN process as set by the city council.
PB explained a similar incident where a tenant asked him to repair a tap but was unable as the kitchen was a TPW kitchen and therefore couldn’t touch the tap
LH – stated that we would repair all dripping and faulty taps unless they are TPWs.
AB thanked PB and TT for attending.
PB and TT left the meeting.
2 – Minute and Matters arising
Minutes were agreed by all present.
Pg1 –
DVD? LH we have had nothing back so far
*AB with backing of the group agreed to send an email to Tony Oakman and copy to Val Bourne about this issue.
Pg2 –
Mystery Shopping – AB stated that no one had contacted her regarding transport for the mystery shopping exercise – PC to liaise with AB to arrange.
GB – regarding the repair incident – the tenant is able to recall both jobs.
AB- whether or not the tenant can recall the job or not the information is on the system.
*LH – to get information from GB and contact the tenant.
MS – regarding the confidential report – (see action tracker)
Pg3
KS and MB to link up to formulate a questionnaire for AB, KL and CW to use.
Pg4.
GB – Regarding the Red boxes in flats. If the information is missing in the boxes relating to the flats then this can cause or increase the chance of damage to the flats. GB feels this is negligent of the city council.
EF – Keith Naylor is leading on this through the planned maintenance service improvement panel.
AB – I know of some that have been updated but an update is need for the next meeting. *action tracker entry needed.
Action Tracker
AM005 –
AB – has there been any headway made into this issue.
LH – not as yet I will raise with Carmen Muir
MS – are or were kier aware these discussions. Since the publication of the leaseholder’s handbook we have no information as to whether it will be discussed or not. Please let us know either way it’s been going on for too long now.
SO said he would pick it from the Kier side and EF will meet with SO and Carmen Muir about the process of payment.
AB- I would like to see an update at the next meeting.
AM013 – PC to link with AB and TW to arrange transport to do mystery shopping,
RM002 –link with RM007 – Standard question need to be devised by LH/KS then sent to AB, CW and JH - LH to inform MB when done to arrange transport. LH to inform MB as to areas to be covered.
RM005 –Report provided and issued to members – leave on tracker until members have had an opportunity to comment.*this is to be classed as confidential information.
RM006 – SO stated that these are going on now MB to chase members and arrange sessions.
SIT19 – Remove from tracker.
A short break was taken.
3 – Performance
NB
*there are still gaps on the report LH stated he would backfill these.
KS read out the performance figures.
Gave the following call statistics for Stoke-on-Call:
January 2013 / February 2013
Calls received / 6987 / 6159
Calls abandoned / 462
%age calls abandoned / 6.6% / 3.9%
Average speed of answer / 1.10 minutes / 44secs
Average in-call time / 3.50 / 3.59
LH read out the performance report and explained. Comments below-
Point 1 - % should increase after the bad weather
Point 3 - used to be measured on start date now on completion date – more accurate
Point 6 – possibly due to repairable instead of replacing therefore use less materials.
Point 8 – predominantly specialist jobs.
LH took the triangulation report to VB and she is happy with the service but there is still room for improvement in the future.
4 – Responsive Maintenance Update
SO gave an update –
Would like to point out that the Kier operatives were great and a credit to the company.
Up skilling sessions are now up and running, we’ve done about 6 or 7 sessions so far.
We’ve ordered a drain jetting vehicle
Operatives that are leaving through early retirement are re-joining us on an ad hoc/part time so that we can keep their skills within the business.
The MEWP is being used well.
The TETRA safe ladder safe ladder access working system has been adopted and we are trialling it with guttering work
AB – have or are the city council aware of new initiatives implemented by Kier – LH – yes, we work closely with Kier.
GB raised an issue of gas installations using the air vents as a flue for the boiler.
Although this is a planned maintenance issue SO with get details and investigate.
______
RK gave out the Kier CCC report and explained. – Some pages are missing PC/MB to send out completed copy with the minutes.
- The loss adjusters are coming to discuss amounts of compensation issued from Kier, this could have a positive or negative impact – will feedback at next meeting
5 – Work plan update -
6 – Tenant Board Update
The tenant board are currently looking at the Allocations policy
There are currently 3 vacancies on the Board and we are looking to recruit in the springtime.
Jim Gibson presented the Gas Service report to the Housing Management Board
PC is updating the website for tenant involvement and will include pages for all areas and have minutes and all other information on there.
AB – raised an issue of out of date information on other sections webpages. – EF will feed this back to the relevant depts.
7 – Any Other Business
  • JH stated that we should be allowed to raise personal experience of repairs if and only if it’s relevant to the service improvement panel

Date of next meeting:Thursday 7thMarch, 2-4 pm, in Meeting Room 2 at Bentilee Neighbourhood Centre.

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