CAMDEN HOUSING RESIDENT SCRUTINY GROUP BETTER HOMES, EXTERNAL WORKS REPORT ACTION PLAN FOR RECOMMENDATIONS Progress key:

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1 CAMDEN HOUSING RESIDENT SCRUTINY GROUP BETTER HOMES, EXTERNAL WORKS REPORT ACTION PLAN FOR RECOMMENDATIONS Progress key: Concerns, long over-due, or action is not being progressed: Action is progressing but slowly and has passed deadline: Action is progressing without concern, within deadline: Action completed: Completed SCRUTINY GROUP RECOMMENDATION 1 Set targets that are actually achievable taking account of Contractor and Council staff capabilities. The new Better Homes Framework has a measures booklet with gateway pass targets that can be adjusted over time to make sure they are realistic. Contractors that do not achieve the gateway pass can be rested. During mobilisation we are also looking at whether a scorecard can be developed that covers both client (i.e. Council, consultant) and contractor. The measures indicators in the Better Homes Framework Paul Leavey, Team Leader Quality Assurance Feb 2017 Page 1 of 6

2 SCRUTINY GROUP RECOMMENDATION 2 Consider setting out a measurable service standard in consultation with residents with regard to external works and the Better Homes programme which is clearer and more easily understood and which allows residents to hold the landlord to account in particular leaseholders who make a direct financial contribution to the work. Agreed (but note the need to fit in with other Council requirements, for example the management of complaints or requirements in leases with regards the recovery of service charges). The measures booklet can be adapted over time and there might be specific measures for a particular scheme, for example the time that scaffolding is in place. The Council encourages all residents to set up a panel during works to provide feedback on the works and service received. This could lead to the identification of local measures for a particular project. The measures indicators in the Better Homes Framework Paul Leavey, Team Leader Quality Assurance Feb 2017 SCRUTINY GROUP RECOMMENDATION 3 Improve the information, consultation and communication strategy including paper and web-based methods to ensure that all residents are informed of the proposed works and have the opportunity to express their views, and expect that these will be taken into account. A standard information pack setting out length of project, objectives to be achieved, key contacts, standard of workmanship etc. The current Apollo information pack would be a good point of departure for this work. Agreed (but note that the information issued may vary across schemes and programmes). We have introduced a new Better Homes booklet and the early consultation sessions Page 2 of 6

3 aim to make sure all residents are aware of the proposed works. When contractors are appointed to a particular package we will look at the communication arrangements for that package of works. The online Camden Account continues to be developed and we are posting information on Camden Open Data. We are open to improving web-based content and new ways of reaching residents. A standard information pack covering all projects might not work due to the variety of schemes across the programme and the range of property archetypes. We will look closely, however, at the information that is issued to residents as part of the Better Homes framework and take into account the comments in the report. Booklet produced and available Evidence of scheme level information that meets requirements Ongoing but with a review point of Feb 2017 SCRUTINY GROUP RECOMMENDATION 4 Improve communication protocols between the Council and Contractor staff on individual schemes, setting out individual functions and responsibilities, and ensure that Tenants and Residents Associations are informed of the protocol as well as residents in general. We will look into this as part of the on-going work to mobilise the framework and will take this feedback on board when developing our processes. We will look at how we can brief TRAs and residents on roles and responsibilities so that they are as clear as possible. Issues are considered and decision made on approach to communication per scheme Page 3 of 6

4 Positive feedback from residents about the communication Ongoing but with a review point of Feb 2017 SCRUTINY GROUP RECOMMENDATION 5 Establish resident engagement criteria to be followed by contractors as part of the process for the allocation of work. This should include encouraging stronger resident involvement and establishing positive relationships with contractors by holding regular meetings to provide all stakeholders the opportunity to come together to discuss any concerns and be provided with progress updates. The contractors appointed to the framework had strong method statements and proposals for communication with residents. We will work with TRAs and resident panels to make sure method statements are applied. We are very keen for TRAs and / or resident panels to be established and to meet at an early stage to talk through the works. Issues are considered and decision made on approach to communication per scheme Positive feedback from residents about the communication Ongoing but with a review point of Feb 2017 Page 4 of 6

5 SCRUTINY GROUP RECOMMENDATION 6 As with previous reviews Camden should have more robust and up-to-date benchmarking data and processes in place to compare itself effectively against similar local authorities who face similar challenges, to ensure that residents get good value for money. Partially agreed (due to the complexity of benchmarking exercises). We have obtained benchmarking data for prior exercises and this can be very useful for contractor negotiations and the development of procurement strategy. It can be very challenging, however, to obtain like for like comparisons, but we will monitor the pricing obtained through the framework and how it relates to the wider market. To be kept under review, appropriate exercises carried out as required Gavin Haynes, Head of Property Services July 2017 SCRUTINY GROUP RECOMMENDATION 7 Where subcontractors are being used they should be included in all meetings relevant their project. Partially agreed (as it may not be possible for sub-contractors to be involved in every meeting). The performance of the supply chain is critical to the success of the project. Subcontractors have been engaged in mobilisation discussions on prior schemes and it is something we will look at as part of the framework, particularly where standards are being set at the outset of a project. The Council s relationship is always with the main contractor however and the Council needs to drive performance and manage the work through the main Page 5 of 6

6 contractor. Sub-contractors involved as appropriate ongoing review Feb 2017 SCRUTINY GROUP RECOMMENDATION 8 There needs to be a clear method for ensuring that work is carried out to a good quality with defined time limits for any rectification necessary. We agree with the recommendation and we will make sure that all framework projects have sufficient supervision in place, such as an Employer s Agent, Clerk of Works and Contract Manager. The measures indicators in the Better Homes Framework Paul Leavey, Team Leader Quality Assurance Feb 2017 Page 6 of 6

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