BUILDING STANDARDS BALANCED SCORECARD Building Standards Environment

Transcription

1 BUILDING STANDARDS BALANCED SCORECARD Building Standards Environment Key contact: John Murdoch Building Standards Manager East Lothian Council John Muir House Court Street Haddington East Lothian EH41 3HA Tel No: Fax No: FINAL Revision A:

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3 1 LOCATION Stretching from the eastern edge of Edinburgh to the North Sea and bounded by the Lammermuir Hills to the south, East Lothian covers an area of 270 square miles of urban and rural environment. East Lothian Council is responsible for the delivery of all local authority services to the above area and to its 90,000 residents. The Council s Headquarters are located in John Muir House, Haddington, East Lothian, which is where Building Standards is based. 3

4 2 COUNCIL STRUCTURE The council is currently structured into 5 main services [see Appendix (i)]: Chief Executive Corporate Resources Education & Children s Services Environment Community Services Environment contains three divisions [see Appendix (ii)]: Planning Policy & Project, Development Control, Economic Development, Building Standards and an Administration section [see Appendix (ii)]: Environment & Consumer Services - Environment Protection, Food Safety, Trading Standards and Economic Development, Transportation - Road Network, Road Services, Vehicle & Plant Maintenance & Waste Services. The responsibilities of the Planning Division have a major impact on the environment and health and safety of all the people who live, work and visit East Lothian. Building Standards plays a major role in delivering environmental and safety standards and reports directly to the Executive Director of Environment. It is the aim of the service to continue to develop strategies to meet the key objectives contained in the Council s Corporate Plan, to meet continually changing statutory and legislative requirements and to provide Best Value. Corporate level communication is achieved within the council through monthly Team Talks that are issued to all members of staff and discussed at monthly meetings of each business unit. Any corporate or service issues raised are taken to the director who also holds monthly meetings with managers from each division to discuss corporate, management, H & S, service, performance and financial issues which in turn are fed back down to staff at Building Standards monthly meetings. The director also holds meetings with each manager to review current position with staffing, performance, complaints, procedures etc. Performance is reported every quarter to the Environment Policy and Performance Review panel where elected members discuss relevant issues and are involved in the strategy for delivering the service. 4

5 3 BUILDING STANDARDS LOCATION The Building Standards Unit is based in the Council s Headquarters in John Muir House, Haddington, East Lothian. The reception area and office are fully accessible to all. STAFF & OTHER RESOURCES Building Standards currently has a staff establishment of 11 full time posts [see Appendix (iii)]; the resources being established prior to 2000: Level Number Employment Status Manager 1 Full Time Principal Building Standards Surveyors 2 Full Time Structural Engineer 1 Full Time Senior Building Standards Surveyors 1 Full Time Building Standards Surveyors 6 (one vacancy) Full Time Building Standards Surveyor 1 Agency Building Standards Surveyor 1 (Licensing) Agency (Contract expires Sept 2009) In addition Building Standards and Development Control are provided with a central Administration Support from a staff of 9 who are under the direct control of the Executive Director of Environment; which is equivalent to 3.5 full time support staff for the Building Standards service. Each surveyor is provided with: A pc with , internet connection and telephone with voic facility, A PDA (Personal Digital Assistant) for H & S purposes and business flexibility, Essential car user allowance for carrying out site inspections, and PPE for site inspections Uniform software is the core package for administering the warrant process and will be developed to encompass enforcement and licensing procedures. IDox, a mail management system, is in place that monitors and audits all mail and warrant documentation and drawings and delivers electronic images of documentation and drawings to workstations through a link with Uniform. IDox is in the process of being developed to enable the interrogation of warrant applications and enforcement notices and orders through a web-based Building Standards Register and in the future the submission of electronic warrant applications over the web. GIS mapping is also available at each workstation. VERIFICATION SERVICE The Building Standards Unit is responsible for undertaking the council s verification role as appointed by Scottish Government s Building Standards Division (BSD). The Service has been recently been receiving around 1172 building warrant applications and processing 1513 completion/temporary occupation certificates per annum: in the financial year this had a value of work of over 53.4 Million and brought in fees to the value of 451,831. ENFORCEMENT ROLE The Building Standards Unit carries out the council s statutory duties in relation to unauthorised work and dangerous and defective buildings. The service dealt with 35 dangerous building incidents and 3 defective buildings and served 3 Section 30 Notices and19 Section 28 Notices in the financial year

6 3 BUILDING STANDARDS (continued) OTHER SERVICES Other services delivered by Building Standards are: Reporting on corporate enquiries and solicitors property enquiries for Letters of Comfort Reporting on licensing applications for; Licensed liquor premises under the Licensing (Scotland) Act 1976 and new 2005 Act. Licensing of Musselburgh Racecourse through the production and monitoring of the Sports Grounds Safety Certification and other sporting venues e.g. Muirfield Golf tournaments, Licensing of Houses in Multiple Occupation Licensing of occasional, entertainment and marriage venues Cross-departmental liaison on fire risk assessment and health and safety matters relating to alterations and extensions to occupied council properties and premises licensed by the council, and Providing advice on equality matters to the East Lothian Access Panel. 6

7 4 CORPORATE OBJECTIVES The Council s 2020 Vision contained in its Corporate Plan will generally improve the quality of life in East Lothian by achieving Corporate Objectives which identify the following key policy areas: A Working In Partnership To Provide Affordable Housing B Keep Our Environment Clean And Green C Help Build Safer Communities D Improve Educational Attainment E Encourage Enterprise And Skills, and F Deliver The Best Health And Social Care Success of the vision and achievement of objectives shall be through the application of the following key principles: G Vision-driven Strategy H Democratic Accountability I Community orientation J Resource maximisation K Customer Service excellence Key priorities for Environment contained in the Corporate Plan are: L We will sustain our environment and keep East Lothian a desirable place to live M We will protect the heritage and rural character of East Lothian N We will establish a sensible transport strategy Building Standards, either directly or indirectly, has a role in most of these policies, principles and priorities, and using the golden thread principle, links Building Standards service delivery to the Council s Objectives. The aim of Building Standards is to improve the quality of life in East Lothian by promoting the health, safety and welfare of people in and around the buildings, and furthering the conservation of fuel and power and the achievement of sustainable development. This is principally achieved through the application of the Building (Scotland) Regulations Act 2003 and associated regulations which include the verification duties of considering applications for building warrant and submissions of completion certificates. The speed, efficiency and accuracy of this service can have significant impacts on the above Corporate Objectives, Principles and Priorities, namely: A, B, C, G, L & M D, E, J, & K F & I The minimum standards set out in the building regulations, delivered through accurate appraisal of building warrant applications and acceptance of completion certificates will provide a safe and less polluted environment in and around buildings, will aid conservation of fuel and power and contribute to sustainability. Enforcement duties carried out under the Building (Scotland) Act will control dangerous and defective buildings and unauthorised building works to deliver a safer community and protect the existing built environment. EDR and the implementation of IiP will contribute to the improvement of staff education and skills. Benchmarking and training initiatives will develop skills and promote enterprise and best value within the service. At national level we participate in the Scottish Association of Building Standard Managers and with the Scottish Forum of the Royal Institute of Chartered Surveyors to encourage consistency of interpretation and procedures. The balanced scorecard approach introduced by BSD has focused Building Standards on resource maximisation and customer service. Building Standards strives to ensure the provision of equal access for all and is involved at local level with the East Lothian Access Panel. Regulatory requirements endeavour to ensure safe and acceptable standards for all housing, health and social care buildings and community facilities. 7

8 5 PUBLIC INTEREST Building Standards will have in place risk management protocols, which will determine the management of work on building warrants and completion certificates. The key to this is the quality of regulation. The accurate application of the regulations shall be achieved by matching the competencies of surveyors to the allocation of building warrant applications and submission of completion certificates. Checking procedures will assess the standard of work. Actions to be taken Performance measures to determine effectiveness of actions Desired outcomes 5.1 Review the risk management protocol for allocation of building warrants to include the assessment of staff competencies and level of supervision Revised protocol published and implemented. Protocol applied to every application for warrant to ensure appropriate allocation. 5.2 Monitoring of use of risk management protocol for allocation of building warrants Undertake audits. Conformity with protocol enhances quality of service. 5.3 Review the risk management protocol for processing of completion certificates to include the assessment of staff competencies and level of supervision Revised protocol published and implemented. Protocol applied to every submission of completion certificate to ensure appropriate processes are undertaken. 5.4 Monitoring of use of risk management protocol for processing completion certificates Undertake audits. Conformity with protocol enhances quality of service. 5.5 Review the risk management protocol for checking Building warrant appraisals by developing a system of blind checks that is recorded in Uniform and can produces electronic reports for audit purposes Publish revised Protocol. Uniform reports in place and delivering data. Protocol applied to warrant applications to assess standard of work. 5.6 Review the risk management protocol for checking the processing of completion certificates by developing a system of blind checks that is recorded in Uniform and can produces electronic reports for audit purposes Publish revised Protocol. Uniform reports in place and delivering data. Protocol applied to submissions of completion certificate to assess standard of work. 8

9 5 PUBLIC INTEREST (continued) Actions to be taken Performance measures to determine effectiveness of actions Desired outcomes 5.7 Review the protocol for carrying out the Peer Review process with authorities in the Edinburgh, Borders, Lothians and Fife Consortium. Review undertaken and the final report prepared for BSD Meet with Consortium and BSD to review the Peer Review Report and amend the Agreement in light of the findings and any BSD comments Aug 2009 Sept 2009 Protocol applied and annual report provided. 5.8 Review the Building Standards Surveyors Handbook containing all protocols and guidance on policy and procedures. Publish revised Handbook if necessary Oct 2009 Handbook used to develop consistent approach and interpretation when delivering the service. 5.9 Review protocols for consultations with the Fire service, SEPA. Env protection and Historic Scotland Review the protocol for assessing and recording Energy performance certificates to include legislative procedures and enforcement to align with Trading Standards statutory duties Publish Protocols Protocol applied to ensure consistent interpretation and procedural approach is undertaken. Publish revised Protocol Protocol applied to ensure consistent interpretation and procedural approach is undertaken. 9

10 5 PUBLIC INTEREST (continued) Actions to be taken 5.11 Develop and publish a risk management protocol for allocation and processing of building warrant applications for Crown property 5.12 Develop a risk management protocol for allocation of building warrant applications for property within areas of East Lothian containing Radon Performance measures to determine effectiveness of actions Desired outcomes Publish Protocol Oct 2009 Protocol applied to every application for warrant to ensure appropriate allocation. Publish Protocol Oct 2009 Protocol applied to every application for warrant to ensure appropriate allocation. 10

11 6 PRIVATE CUSTOMER Building Standards seeks to provide an effective, consistent, responsive and customer focused service to individuals, their professional advisers, developers and other stakeholders. The Building Standards Customer Charter seeks to provide information on the accessibility of the service, guidance on verification standards and performance data. Actions to be taken Performance measures to determine effectiveness of actions Desired outcomes 6.1 Review Customer Charter and consult with stakeholders Revised Customer Charter to be published Sep 2009 Stakeholders are to be consulted on the Customer Charter and the Charter is to be amended, where possible and if appropriate, to suit their requirements. Customer Charter is to be displayed in the Env Reception area and on website 6.2 Review key performance indicators Revised key performance indicators to be published Sep 2009 Stakeholders are to be consulted on the Key Performance Indicators and the Indicators are to be amended, where possible and if appropriate, to suit their requirements. Key Performance Indicators are to be displayed in the Env Reception area and on website 6.3 Hold Customer Focus Panel meetings to be convened to determine customer needs and review adopted protocols and performance targets. Audit Customer Focus Panel finding/conclusions Sep 2009 & Customer Focus Panel meeting to be convened to: Determine future customer and service requirements, Review adopted customer charter, protocols and performance targets, and Determine the frequency of Customer Focus Panel meetings. Investigate methods of developing shared customer consultation through the Peer Review Consortium. 11

12 6 PRIVATE CUSTOMER (continued) Building Standards seeks to provide an effective, consistent, responsive and customer focused service to individuals, their professional advisers, developers and other stakeholders. The Building Standards Customer Charter seeks to provide information on the accessibility of the service, guidance on verification standards and performance data. Actions to be taken Performance measures to determine effectiveness of actions Desired outcomes 6.4 Customer Surveys to be undertaken to determine customer needs. Audit survey findings Sep 2009 & Results of surveys are to be analysed and, where possible and if appropriate, adjust service provisions to suit customer requirements. 6.5 Review and revise as necessary all guidance, statutory documentation and application forms to meet legislative changes Publish revised documents Oct 2009 & Where appropriate the revised guidance, statutory documentation and application forms are to be available in the Env Reception area and on the website 6.6 Website to be developed to provide an electronic Building Standards Register, the Online Building Standards Service, guidance and links to partner sites e.g. SBSA and SABSM. Website upgraded Building Standards Register operating Website upgraded to deliver up to date guidance and links to partner sites e.g. SBSA and SABSM etc. Oct 2009 Dec 2009 Website available to maximise access to the Building Standards service. 6.7 Introduce electronic submission for building warrant applications through the Online Building Standards Service Building warrant applications accepted and processed electronically More accessibility to Building Standards Service 12

13 7 INTERNAL BUSINESS Building Standards will provide a Business Plan, which gives a profile of the unit, performance targets, objectives and strategies that cover staffing, E-Government and financial projections for the purpose of improving business delivery. Actions to be taken Performance measures to determine effectiveness of actions Desired outcomes 7.1 Monitor the use of the protocol for checking estimated costs for warrant work using the BCIS system to ensure that the correct level of statutory fee is obtained. Use electronic reports to determine level of additional fees generated by the use of the Protocol Increased income from verification service. 7.2 Review existing Uniform system covering the full range of Building Standards Duties. Configure Uniform system and formulate revised documentation where necessary for: 1 Vetting of warrant applications and issue of building warrant. 2 Acceptance of Completion certificates 3 Online electronic BS Register 4 Enforcement of dangerous buildings 5 Enforcement of defective buildings 6 Enforcement of unauthorised work 7 Enforcement of continuing requirements 8 Enforcement of compliance notices 9 Consultations on licensing applications. Software and documentation changes implemented, systems used and standard documentation generated. Electronic Building Standards Register available on the web for interrogation of property information by customers and interested parties. 7.3 Review IDox electronic mail system to incorporate the full range of Building Standards Duties Reconfigure IDox system and operational changes where necessary. Software and operational changes implemented to deliver better use/ access to documentation. 13

14 7 INTERNAL BUSINESS (continued) Actions to be taken Performance measures to determine effectiveness of actions Desired outcomes 7.4 Carry out a service review to determine level and type of workload under the new Building (Scotland) Act, procedures to be adopted and the staff resource, experience, qualifications and competencies required to fulfill those duties. Publish the service review Necessary changes Implemented to align staff resource and competencies with business requirements. 7.5 Review the team s business plan and balanced scorecard on a yearly basis, which includes a review of the 3-year continuous improvement strategy. Publication of a revised business plan for 2009/2012 on 10:07:2009 and on an annually basis thereafter. July 2010 & Teams goals communicated to team members, superiors and appropriate stakeholders. 7.6 Monitor developments and keep staff informed of considerations being given to changes in legislation (2010 Amendments) and procedures that may be introduced in the future: Structure, Fire, Sullivan Report, Energy, Compliance, Self verification (Peer Review), Crown Verification, Radon, and Reappointment of verifiers Circulate BSD newsletters SABSM minutes of general & management meetings, and relevant published papers All staff have internet access to the BSD website, Technical indices and other technical papers. Matters discussed at team meetings. Aug 2010 Staff kept informed of future developments Training to be arranged to cover changes to Technical Handbooks 14

15 8 CONTINUOUS IMPROVENMENT Actions to be taken Performance measures to determine effectiveness of actions Desired outcomes 8.1 Carry out a service review to determine level and type of workload under the new Building (Scotland) Act and other legislation, procedures to be adopted and the staff resource, experience, qualifications and competencies required to fulfill those duties. Carry out service review Publish the service review Necessary changes Implemented May 2010 Dec 2010 Staff resource and competencies aligned with business requirements. 8.2 Continue to develop and improve staff competencies and qualifications by: 1 Completing annual personal development plans for each member of staff, 2 Develop individual electronic training records 3 Implement Iip 4 Implement the structured training agreement approved by RICS for ATC and APC route to MRICS, 5 Conclude the grow your own staffing policy in line with RICS ATC/APC structured training agreement Personal development plans established Individual electronic training records maintained Undertake IiP assessment and tailor training regime to match scheme requirements Structured training agreement, for ATC and APC routes to RICS membership to be aligned to IiP scheme requirements and implement as necessary May 2010 May /11 Individual training and development requirements identified. Individual training records maintained. Service requirements and improvements reinforced during one to one meetings. Staff trained to be able to meet the targets and requirements of the business plan and so help achieve corporate objectives. 8.3 Consider introducing a Quality Management System Review and refine existing internal systems. for vetting building warrants Identify and review suitability of external accredited schemes Develop action plan to implement chosen system Jun 2010 Dec 2010 June 2011 Chosen Quality Management system implemented. 15

16 8 CONTINUOUS IMPROVENMENT Actions to be taken Performance measures to determine effectiveness of actions Desired outcomes 8.4 Benchmarking to be undertaken to develop best practice Use management attendance at the regular meetings of the Edinburgh, Borders, Lothians and Fife Peer Review Consortium to provide a mechanism for benchmarking and developing best practice Use management attendance at SABSM s General, Management meetings to develop best practice and monitor early indications of legislative and procedural changes Sep 2009 Delivery of best practice and consistency of approach and interpretation across the service Delivery of best practice and consistency of approach and interpretation across the service. 8.5 Develop partnership/shared services with other Local Authorities and in particular those within the Edinburgh, Borders, Lothians and Fife Peer Review Consortium Fire Engineering consultation on Building warrant applications with Edinburgh City Council Shared training initiatives with the Edinburgh, Borders, Lothians and Fife Peer Review Consortium Jan 2010 Delivery of consistency of approach and interpretation and cost savings. Delivery of good quality training leading to consistency of approach and interpretation and cost savings. 16

17 9 FINANCE Building Standards shall have systems in place to record costs and the management of costs against income streams for the verification process by March This can be considered key to providing value for money and maximising use of resource. Robust financial management is essential to meet the needs of the verification role and the wider service responsibilities Actions to be taken Performance measures to determine effectiveness of actions Desired outcomes 9.1 To monitor fee income and expenditure and gauge costs against the activity streams contained in the current time recording system in light of reduction in statutory fees due to the economic recession. Review the budget after the impact of the expected forthcoming 2010 Government budget cuts are known. Reports produced to confirm costs and income streams from the verification role. Financial data available to monitor of the cost of the verification process and identify improvement areas. Achieve a balanced budget and provide transparent financial management for the Building Standards service. 9.2 To review time recording systems with a view to moving to unit cost analysis for warrant work Determine the optimum method of delivery and develop a programme for implementation. Jun 2010 Unit cost based time recording system implemented. 9.3 Comply with council s financial regulations and monitoring requirements. Financial reporting produced and reviewed monthly. Yearly budget talks held with director and Accountant. Monitor financial position to strive to achieve a balanced budget. Sound financial governance achieved. 9.4 Working in partnership with SABSM members to produce a report for the BSD and Scottish Ministers that will deliver the reappointment of all Local Authority Verifiers and retain the verification role within Local Government. Report delivered to BSD and the Scottish Ministers. All Local Authority are successful in obtaining reappointment as the sole verifier for their area and the verification role is retained within Local Government. 9.5 Carry out an option appraisal to determine necessary actions should reappointment be unsuccessful and the verification role is opened up to Private Verifiers. Option appraisal is published. Dec 2010 Senior management, staff and stakeholders are made aware of the full implications of the loss of the verification role and any necessary changes to the Building Standards Unit are planned. 17

18 10 COMMENTS During Building Standards was still encountering problems recruiting surveyors with the appropriate experience and competencies, the recent Single Status settlement only exacerbated the situation and may lead to staff retention problems. One vacancy was filled in July 2009 but one still exists and is not being filled until the outcome of next years budget cuts are known. The adopted a strategy of employing persons with relevant qualifications but with little or no Building Standards experience, who are being trained to adapt to the duties required by the verification role, has worked well but still impinges on the time of the experienced members of the team who are training/mentoring the less experienced team members. This has had an effect on the achievement of key performance targets. We are also employing outside agency staff to help with the verification workload, as and when suitably qualified and competent persons become available. The temporary agency post to deal with the work under the Licensing (Scotland) Act 2005 will terminate in September The recent economic recession has had a huge impact on the development of new housing sites. These developments were a major fee generator for East Lothian s Building Standards Unit. A percentage comparison against the 2007/08 levels of building warrant applications, estimated costs and statutory fees received confirms the following: Year Building Warrant Applications Estimated Costs Statutory Fees Received No. % % % 2007/ % Million 100% 808, % 2008/ % 53.4 Million 34% 451,831 56% 2009/2010 (Projection) % 40.4 Million 26% 414,384 51% The resultant reduction in fees has affected the resource available to deliver the service and the expected forthcoming 2010 Government budget cuts will exacerbate the situation. The backlog of inspection work from the large amount of work from 2005 onwards still exists and the number of applications for warrants for smaller projects continues at a pace. This has resulted in a continuing high workload but with a devastating effect on the fees being generated. However, by far the major risk to the Building Standards Unit would be the failure to achieve reappointment as the sole verifier for the East Lothian area. The possible loss of income to private verifiers, especially for the lucrative large domestic developments, would have a huge impact on the budgetary and staffing resources that would require a fundamental rethink on the duties and structure of the unit. 18

19 BUILDING STANDARDS BALANCED SCORECARD REVIEW Building Standards Environment Key contact: John Murdoch Building Standards Manager John Muir House Court Street Haddington East Lothian EH41 3HA Tel No: Fax No: FINAL Revision A:

20 1. PUBLIC INTEREST PERSPECTIVE Verifiers will have in place risk management protocols, which will determine the management of work on building warrants and completion certificates by April `2006. BS Ref Actions to be taken Actions in 2008 to 2009 Actions for 2009 to Review the risk management protocol for allocation of review of building warrants protocol 5.2 Monitoring of use of risk management protocol for allocation of building warrants 5.3 Review the risk management protocol for processing of completion certificates 5.4 Monitoring of use of risk management protocol for processing completion certificates 5.5 Review the risk management protocol for checking Building warrant appraisals March 2006 version of the protocol was reviewed and revised throughout The protocol was revised in Dec 2008 and introduced through the BSS Appraisal Sheet in Jan 2009 Review risk management protocol for allocation of building warrants to include the assessment of staff competencies and level of supervision review of protocol review of protocol March 2006 version of the protocol was reviewed and revised throughout The protocol was revised in Dec 2008 and introduced through the BSS Appraisal Sheet in Jan 2009 Aug 2008 Review the protocol for processing of completion certificates to include the assessment of staff competencies and level of supervision review of protocol review of protocol Introduction of the BSS Appraisal Sheet in Jan 2009 established a nominated check of 5% of a BSS appraisal workload. Oct 2008 Review the protocol for checking Building warrant appraisals by developing a system of blind checks recorded in Uniform to produce electronic reports for audit purposes 5.6 Review the risk management protocol for checking the processing of completion certificates 5.7 Develop a protocol for carrying out the Peer Review process with authorities in the Edinburgh, Borders, Lothians and Fife Consortium. Protocol was introduced in Jan 2009 that requires that all completion certificates be countersigned by a Principal BSS; who undertakes a 5% check of each BSS s workload. Peer Review Agreement for the Consortium was signed off at the end of August Oct 2008 Review the protocol for checking the processing of completion certificates by developing a system of blind checks recorded in Uniform to produce electronic reports for audit purposes Oct 2008 Review undertaken and the final report prepared for BSD Meet with Consortium and BSD to review the Peer Review Report and amend the Agreement in light of the findings and any BSD comments Aug 2009 Sept 2009

21 1. PUBLIC INTEREST PERSPECTIVE (continued) Verifiers will have in place risk management protocols, which will determine the management of work on building warrants and completion certificates by April `2006. BS Ref Actions to be taken Actions in 2008 to 2009 Actions for 2009 to Develop a Building Standards Approved protocols placed in the Jun 2009 Completion of Protocols and review and Surveyors Handbook containing Handbook in Jan Others are being subsequent revision of guidance to be all protocols and guidance on developed for approval then integration. completed policy and procedures. Guidance being still to be reviewed. 5.9 Review protocols for consultations with the Fire Authority, SEPA and Env protection Develop protocol for assessing and recording Energy performance certificates. Introduction of the BSS Appraisal Sheet in Jan 2009 established the protocol for consultations with the Fire Authority. Protocols for consultations with SEPA and Env protection are still to be developed. Protocol developed in Dec 2008 and implemented in Jan Relevant software obtained in 2008 but training to be completed. Dec 2008 Protocols for consultations with the Fire Authority SEPA, Env protection and Historic Scotland are still to be completed. Dec 2008 Compete training for SAP and have a % of staff trained in SBEM. Review the protocol for assessing and recording Energy performance certificates to include legislative procedures and enforcement to align with Trading Standards statutory duties 5.11 N/A N/A N/A Develop and publish a risk management protocol for allocation and processing of building warrant applications for Crown property 5.12 N/A N/A N/A Develop and publish a risk management protocol for allocation of building warrant applications for property within areas of East Lothian containing Radon Oct 2009 Oct 2009 Oct 2009

22 2. PRIVATE CUSTOMER PERSPECTIVE Verifiers will have in place by 30 September 2006 a customer charter, which encompasses, Guidance to Stakeholders, Accessibility of service, Measurable performance targets and Customer views. BS Ref Actions to be taken Actions in 2008 to 2009 Actions for 2009 to Review Customer Charter and consult with stakeholders Sep Review key performance indicators 6.3 Hold Customer Focus Panel meetings to be convened to determine customer needs and review adopted protocols and performance targets. 6.4 Regular Customer Surveys to be undertaken to determine customer needs. Customer Charter was reviewed throughout 2008 and after consultation with other verifiers from SABSM the latest version was published in Dec Stakeholders have to be consulted. Key performance Indicators were reviewed throughout 2008 and after consultation with other verifiers from SABSM the latest version was published in Dec Changes included: Oct 08 -Traffic light Indicators adopted, Dec 08 - S30 Callouts added, and May 09 - Yearly progress chart supplied. Key performance indicators are displayed in the Reception area. Stakeholders have still to be consulted. Regular Customer Focus Panel meetings have not occurred. From Jan 2008 Customer Surveys have been undertaken when warrants are issued and completion certificates are accepted Results of surveys are to be analysed. Sep 2008 Stakeholders are to be consulted on the Customer Charter and the Charter is to be amended, where possible and if appropriate, to suit their requirements. Customer Charter is to be displayed in the Env Reception area and on website Sep 2008 Sep 2008 & Aug 2008 & Stakeholders are to be consulted on the Key Performance Indicators and the Indicators are to be amended, where possible and if appropriate, to suit their requirements. Key Performance Indicators are to be displayed in the Env Reception area and on website Customer Focus Panel meeting to be convened to: Determine future customer and service requirements, Review adopted customer charter, protocols and performance targets, and Determine the frequency of Customer Focus Panel meetings. Investigate methods of developing shared customer consultation through the Peer Review Consortium. Results of surveys are to be analysed and, where possible and if appropriate, adjust service provisions to suit customer requirements. Sep 2009 Sep 2009 & Sep 2009

23 2. PRIVATE CUSTOMER PERSPECTIVE (continued) Verifiers will have in place by 30 September 2006 a customer charter, which encompasses, Guidance to Stakeholders, Accessibility of service, Measurable performance targets and Customer views. BS Ref Actions to be taken Actions in 2008 to 2009 Actions for 2009 to 2012 Statutory Documentation and forms were reviewed and altered to suit new legislation in Jan and May 2009 Dec 2008 Oct Review and revise as necessary all guidance, statutory documentation and application forms to meet legislative changes Review and revise as necessary all guidance, statutory documentation and application forms to meet legislative changes and where appropriate make the information available in the Env Reception area and on website Guidance and statutory documentation has still to be reviewed 6.6 Website to be developed to The development of the website was Dec 2008 provide an electronic building postponed due to a complete redesign of standards register, guidance the council s website, which was not and links to partner sites e.g. completed and in operation until Dec 2008, SBSA and SABSM. and the lack of development of the Building Standards Register because of the requirement to upgrade both the Uniform 2 Up to date guidance and links to partner and IDOX software and associated sites e.g. SBSA and SABSM etc. hardware which will not be completed until Sept The format of the Building Standards Register has been agreed and once the software/hardware upgrades are complete the Building Standards Register can be commissioned and the Online Building Standards Service can be implemented 6.7 N/A N/A N/A Introduce an Online Building Standards Service electronic submission for building warrant applications Website available to maximise access to the Building Standards service through provision of: 1 An electronic Building Standards Register, Oct 2009 Dec 2009

24 3. INTERNAL BUSINESS PERSPECTIVE Verifiers will have prepared a formal plan for the internal business perspective for the financial year See Building Standards Business Plan 2009 to 2012 which contains all the issues referred to in this Review copy attached BS Ref Actions to be taken Actions in 2008 to 2009 Actions for 2009 to Review systems and Checking of declared estimated costs was in produce a protocol for place since before checking estimated costs for Protocol for confirming the use of the BCIS warrant work to ensure the system for checking construction costs has correct level of fees are been produced and implemented since Apr obtained Review existing Uniform system covering the full range of Building Standards Duties. Configure Uniform system and formulate revised documentation where necessary for: Dec 2008 Monitor level of additional fees generated by the use of the Protocol Dec 2008 & Review and configure Uniform system and formulate revised documentation where necessary for: 1 Vetting of warrant applications and issue of building warrant. 1 Building warrant appraisals involving Crown property and Radon 2 Acceptance of Completion certificates 2 Acceptance of Completion certificates involving Crown property and Radon 3 Online electronic BS Register 3 Implementation of Online electronic BS Register 4 Enforcement of dangerous buildings 4 Suite of standard letters for enforcement of dangerous buildings 5 Enforcement of defective buildings 5 Suite of standard letters for enforcement of defective buildings 6 Enforcement of unauthorised work 6 Suite of standard letters for enforcement of unauthorised work 7 Enforcement of continuing requirements 7 Suite of standard letters for enforcement of continuing requirements 8 Enforcement of compliance notices 8 Suite of standard letters for enforcement of compliance notices 9 Consultations on licensing applications. 9 Review suite of standard letters for applications for variations to licensed premises 10 Introduce electronic submission for building warrant applications through the Online Building Standards Service Jan 2010 Jan 2010 Oct 2009 Sept 2010 Sept 2010 Sept 2010 Sept 2010 Sept 2010

25 3. INTERNAL BUSINESS PERSPECTIVE (continued) Verifiers will have prepared a formal plan for the internal business perspective for the financial year See Building Standards Business Plan 2009 to 2012 which contains all the issues referred to in this Review copy attached BS Ref Actions to be taken Actions in 2008 to 2009 Actions for 2009 to Review IDox electronic mail system Dec 2008 to incorporate the full range of & Building Standards Duties 7.4 Carry out a service review to determine level and type of workload under the new Building (Scotland) Act, procedures to be adopted and the staff resource, experience, qualifications and competencies required to fulfill those duties. The Review of the IDOX system has been postponed until the new software version has been installed and is operational Initial discussions have been held on the likely participants and the format of the review. Review IDox electronic mail system to incorporate the full range of Building Standards Duties Set up link between Uniform Enforcement Notice Module and Idox to all electronic storage and interrogation of documents, drawings, correspondence and photographs Sept 2010 Complete the service review by Publish the service review May 2010 Changes Implemented Dec Review the team s business plan and balanced scorecard on a yearly basis, which includes a review of the 3-year continuous improvement strategy. 7.6 Monitor developments and keep staff informed of considerations being given to changes in legislation (2010 Amendments) and procedures that may be introduced in the future: Structure, Fire, Sullivan Report, Energy, Compliance, Self verification (Peer Review), Crown Verification, Radon, and Reappointment of verifiers Publication of a revised business plan and balanced scorecard for 2009/2012 on 10:07:2009 and on an annually basis thereafter Delivered through discussions at monthly Staff meetings. Jul 2009 Publication of a revised balanced scorecard and business plan for 2010/2013 Staff to be kept informed of future developments through discussions at monthly Staff meetings. Training to be arranged to cover changes to Technical Handbooks July 2010 Aug 2010

26 4. CONTINUOUS IMPROVEMENT PERSPECTIVE Verifiers will have a 3-year strategy for 2009 to 2012 for continuous improvement. BS Ref Actions to be taken Actions in 2008 to Carry out a service review to Initial discussions have been held on the determine level and type of likely participants and the format of the workload under the new Building review. (Scotland) Act and other legislation, procedures to be adopted and the staff resource, experience, qualifications and competencies required to fulfil those duties. 8.2 Continue to develop and improve staff competencies and qualifications by: 1 Completing annual personal development plans for each member of staff, 2 Develop individual electronic training records 3 Implement Iip 4 Implement the structured training agreement approved by RICS for ATC and APC route to MRICS 5 Conclude the grow your own staffing policy in line with RICS ATC/APC structured training agreement EDR and PDP produced for each staff member on March Electronic training records for 2008/09 in place through time recording system IiP assessment was carried out and a report published in Jan 2008 that confirmed that there was a need to align staff training to business needs. Departmental tool kit devised to deliver evidence that scheme requirements are being delivered and so gain accreditation. The structured training agreement approved by RICS for ATC and APC route to MRICS has been held in abeyance until it is aligned with IiP procedures The grow your own staffing policy has been temporarily shelved due to the current economic climate Actions for 2009 to 2012 Complete the services review by Publish the service review May 2010 Changes Implemented Dec 2010 Mar 2009 EDR and PDP produced annually for each staff member Develop an enhanced electronic database. Jan 2008 Commence use of departmental tool kit to develop procedures and collect evidence for reassessment Jun 2009 Obtain IiP Accreditation 2009/10 Align structured training agreement for RICS for ATC and APC route with IiP procedures. Assess Staff competences and commence appropriate training tailored to staff needs. 2009/10 Reassess economic climate and business case for adopting a grow your own staffing policy. Aug 2009

27 4. CONTINUOUS IMPROVEMENT PERSPECTIVE (continued) Verifiers will have a 3-year strategy for 2009 to 2012 for continuous improvement. BS Ref Actions to be taken Actions in 2008 to 2009 Actions for 2009 to Consider introducing a Quality Review and refine existing internal systems 2008/09 Complete review then refine existing internal Management System for is still in progress. systems for appraisal of warrant. vetting building warrants Identify and review suitability of external 2009/10 Identify and review suitability of external accredited schemes accredited schemes Develop action plan to implement chosen 2010/11 Develop action plan to implement chosen system system 8.4 N/A N/A N/A Benchmarking to be undertaken to develop best practice Use management attendance at the regular meetings of the Edinburgh, Borders, Lothians and Fife Peer Review Consortium to provide a mechanism for benchmarking and developing best practice Use management attendance at SABSM s General, Management meetings to develop best practice and monitor early indications of legislative and procedural changes 8.5 N/A N/A N/A Develop partnership/shared services with other Local Authorities Fire Engineering consultation on Building warrant applications with Edinburgh City Council Shared training initiatives with the Edinburgh, Borders, Lothians and Fife Peer Review Consortium Jun 2010 Dec 2010 June 2011 Sep 2009 Jan 2010

28 5. FINANCIAL PERSPECTIVE 5. PERSPECTI Verifiers shall have systems in place to record costs and the management of costs against income streams for the verification process by March This can be considered key to providing value for money and maximising use of resource. Robust financial management is essential to meet the needs of the verification role and the wider service responsibilities. BS Actions to be taken Actions in 2008 to 2009 Actions for 2009 to 2012 Ref 9.1 To monitor fee income and expenditure and gauge costs against the activity streams contained in the current time recording system. 9.2 To review time recording systems with a view to moving to unit cost analysis for warrant work 9.3 Comply with council s financial regulations and monitoring requirements. Reports produced to confirm costs and income streams from the verification role. Work on this matter has been postponed to work commitments in other areas Financial reporting produced and reviewed monthly. Yearly budget talks held with director and Accountant. Continue with reports to confirm costs and income streams from the verification role and in light of reduction in statutory fees due to the economic recession. Review the budget after the impact of the expected forthcoming 2010 Government budget cuts are known Jun 2009 Mar 2009 Review of time recording and assessment of workload/costs/income to be undertaken Financial reporting produced and reviewed monthly. Yearly budget talks held with director and Accountant. 9.4 N/A N/A N/A Working in partnership with SABSM members to produce a report for the BSD and Scottish Ministers that will deliver the reappointment of all Local Authority Verifiers and retain the verification role within Local Government. 9.5 N/A N/A N/A Carry out an option appraisal to determine necessary actions should reappointment be unsuccessful and the verification role is opened up to Private Verifiers. Jun 2010 Dec 2010