INTRODUCTION TO METROPOLITAN S REQUIREMENTS

Transcription

1 INTRODUCTION TO METROPOLITAN S REQUIREMENTS 1.1 Metropolitan requires Supplier(s) to deliver Pest Control Services across its stock. Tenderers should note that Metropolitan s stock may vary over the life of the contract due to new acquisitions, new builds or disposals. Metropolitan reserves the right to amend the contract to accommodate these changes. 1.2 Each member of the Metropolitan group (including any future members) will have the option to utilise the services provided under this contract. 1.3 This schedule sets out the intended scope of the Services to be provided by the Supplier and to provide a description of what each Service entails. 2 SERVICES DESCRIPTION 2.1 The successful supplier(s) shall provide Pest Control Services for Metropolitans offices, housing blocks, foyers, residential care homes and sheltered accommodation for the elderly and other vulnerable members of the community within each region. 2.2 This specification defines the quality and standards of the service provision. The service strives not only to meet those standards but to exceed them and add value. 2.3 The Contract includes but is not limited to the prevention and removal of the following: Rats Mice bedbugs fleas cockroaches pigeons wasps bees glis ants moths squirrels beetles moles foxes other pests typically encountered

2 2.4 The Successful supplier(s) shall be expected to have familiarised themselves with the nature of the various areas within the regions to which this contract applies and the common pests that can occur. 2.5 Metropolitan s property requirements within each Lot are split as follows into 1. Estates, 2. Offices and 3. Care and Support Schemes. 2.6 A full site list (which can change at any given time) is listed in Appendix Estates:- Pest control services may be required, in a communal area, or in an individual residential unit, or both. Common (but not exclusive) problems in communal areas can be:- Rats Mice Cockroaches Pigeons Wasps Bees Ants Squirrels Moths Beetles Pest Control Services are required on a reactive basis, or on a Planned Programme basis as described in clause 3 of this Appendix.

3 2.8 Offices: Metropolitan s offices and commercial sites to include all of the pests in section 2.1 A recent common problem included a flea infestation at one location. Pests attracted to kitchen waste can also be a problem in the kitchen areas. Moles might potentially be an issue in the future for some of the surrounding areas of the offices in the rural locations in Lots 1, 2 and Care and Support Schemes: Metropolitan s care and support schemes to include all of the pests in section 1. In addition bedbugs/fleas are a common problem for the residents. Section 5 of this Appendix, gives an overview of the Care and Support Division s service requirements. 3 OVERVIEW OF REQUIREMENTS 3.1 Planned Programmes Process and Service Delivery A breakdown of both Programmed Works and Reactive works for Metropolitan over the previous year, is contained in the Supporting Information. At the beginning of each contract year (or as otherwise agreed), the contract manager will discuss and agree a planned programme of works with the Successful Supplier(s), which will target those sites most vulnerable to requiring pest control services and regular visits. Planned Programmes are where visits are made at regular agreed intervals due to factors within the schemes, blocks or estates that can cause an ongoing Pest problem. Such factors include:- The area is near a source of pest breeding sites, such as rail lines, tube lines, waste land, canals, industry sites and commercial units. Bin stores are an attractant to pests. Bulk waste attracts pests to area. Residents hygiene standards can lead to pests. Where social housing and general housing stock has holes within the perimeter of the wall and the fabric of the building. Drainage issues which are affecting the site which can cause rats. The supplier is required to work together with Metropolitan to highlight these issues and look at ways of reducing overall pest control programmes and costs, as part of the Contract Management specification. This is reviewed and amended regularly. Planned Programmes have unlimited call outs if required.

4 3.2 Responsive/Reactive Pest Control Process and Service Delivery A breakdown of both Programmed Works and Reactive works for Metropolitan over the previous year, is contained in the Supporting Information attachment to this ITT. The volume of reactive work is indicative, and may fluctuate during any year, it is imperative that the Successful Supplier works with Metropolitan to reduce the number of reactive call-outs. The Emergency Response time: 4 Hours Reactive Response time: Contact to tenant within 24 hours and 1 st visit carried out within 3 working days or an agreed time by the resident. The tenant will receive a call the same day any works order is sent to the supplier. Relevant information will be relayed to the tenant regarding the visit from the supplier. A Freephone number will be given to the tenant at this stage to ensure regular communication and problems resolved quickly. Following the visit(s) to treat the problem, the supplier will follow up with the relevant person (tenant, estates manager) to ensure the problem has been resolved.

5 4 GENERAL REQUIREMENTS 4.2 The successful supplier(s) shall provide a comprehensive Pest Control Service to the benefit of Metropolitan, its residents. 4.3 The standard of Pest Control Services within Metropolitans sites plays an important part in maintaining the health and wellbeing of the individuals residing and entering each site. 4.4 The successful supplier(s) shall ensure that high standards of service delivery are provided. 4.5 The Estates Contract Team which forms part of the Asset Management Directorate will manage this Contract, on behalf of all Metropolitan users of this contract. 4.6 The successful supplier(s) shall be expected to have familiarised themselves with the nature of the various areas within the Lots to which this contract applies. 4.7 The successful supplier(s) shall continually seek to enhance the performance of the services whilst decreasing the cost to Metropolitan through the concept of continuous improvement. 4.8 The supplier will comply with the Health and Safety at Work Act 1994 and its amendments. 4.9 The successful supplier shall ensure regular communication with Metropolitan regarding all pest control, housekeeping and proofing issues MHP staff communications and/or training may be required to be undertaken by the successful supplier to give a clear understanding of current pests and their habitats The successful supplier shall provide copies of site surveys and site reports to residents and housing officers. 4. CARE AND SUPPORT REQUIREMENTS 5.1 Care and support services require a well coordinated service between the Supplier the tenant on the on site Support worker. 5.2 When a reactive or emergency job is raised and access to a site is required Metropolitan Care and Support will need the Successful Supplier to liaise with both the tenant and the on site support worker to arrange the visit. 5.3 The Supplier will ensure access to the property is available prior to the Supplier turning up on site. If this does not happen and then the Successful Supplier is unable to gain access to the site then this is will not be a valid reason for non compliance against KPI s. 5.4 Any risks or instructions raised or given by the Successful Supplier are shared with both the tenant and the support staff before treatment commences, as they may have a medical condition or special support need that may need to be taken into account during the treatment period. 5.5 Metropolitan support staff will require in writing any risk associated with any chemicals/traps or poisons used in the treatment of pests where a vulnerable

6 customer group is a tenant of the property irrespective of whether the treatment is to take place in a communal area or individual residence so the appropriate risk assessment can take place. 5.6 If the treatment requires the tenant to be away from the property for longer than 1 hour then the Successful Supplier must inform the on site support worker to ensure that alternative arranges can be made for the tenant. 5.7 If there is a pest in a commercial kitchen i.e. kitchen in a residential home or communal kitchen in a sheltered or supported housing/living service then this must be treated as an emergency call and the Successful Supplier must comply with environmental health guidelines in relation food hygiene and inform the onsite staff if the treatment will contravene these guidelines. 5.8 All pests in a registered residential Home must be treated as an emergency. And all pests in a sheltered or supported living site for vulnerable customers where a risk to safety is present must be attended within 24hrs. This will be altered when call is made. 5.9 When planned works are due to take place in communal areas, the Successful Supplier must communicate and coordinate their work with the on site support worker to ensure it take place at a time that is least disruptive to the tenants planned activities. 6 SUPPLIER STAFF AND RESOURCING 6.1 The successful supplier(s) shall appoint a lead Contract Manager. The Contract manager s commitment to the contract should reflect the number of lots awarded to the supplier. 6.2 The successful supplier(s) employees and any others employed by the supplier in the delivery of the service related to this contract should wear a uniform with the supplier s Logo. 6.3 All employees shall wear an approved form of ID that must be carried and used at all times 6.4 Details of uniform and ID will be subject to agreement with Metropolitan prior to the commencement of this contract. 6.5 All staff working on any site location shall be required to be DBS checked prior to their deployment on such sites. If at any time their status changes they shall not be permitted to work on such sites unless there are approved arrangements in place. 7 CONTRACT MONITORING 7.1 The Asset Management Directorate has the right to inspect all of the Services executed by the Supplier at any time

7 7.2 Joint inspections shall be undertaken by the Authorised Officer and Supplier to assess performance and quality of work completed in each area. 7.3 The Authorised Officer may require the Supplier to undertake joint inspections where there has been a complaint. Thereafter the Supplier shall advise the Authorised Officer of the subsequent action taken if the complaint is deemed by the Authorised Officer to be justified. 7.4 The Supplier shall carry out his own routine performance monitoring of the Contract and provide evidence of this activity at monthly and quarterly Contract meetings 7.5 Metropolitan will set KPIs which may be reviewed and altered based on the business need. 7.6 The Authorised Officer will inform the Supplier of any Services requiring rectification and will specify the time for completion following receipt of instruction. The Supplier shall rectify any of the Service failures within the prescribed time scales. The Authorised Officer will specify timeframes that are considered reasonable according to the circumstances. 7.7 From time to time health and safety audits will be carried out by the Authorised Officer. 8 RESTRICTED ACCESS SITES 8.1 The supplier shall make its own arrangements to access as may be required to perform the services. The Supplier must use permitted routes and shall be responsible for ensuring that gates etc are left properly secured each time and after their use. 8.2 The supplier shall be responsible for any keys as may be provided to enable access and shall be liable for the full cost of replacing lost keys. 8.3 The supplier shall ensure that at the commencement of contract it provides a detailed timetable for visiting Metropolitans residential care homes and sheltered accommodation for the older persons and other vulnerable members of the community within each region. The supplier will provide at least 48 hours notice where there is a change in the timetable. 9 ADMINISTRATION, IT AND CUSTOMER CARE 9.1 The supplier will be acting as a key interface of Metropolitan and so must ensure that all matters pertinent to the delivery of this Contract are dealt with professionally. 9.2 Metropolitan seeks to ensure that its residents are treated promptly and effectively and every effort is made to meet their needs taking account of their personal circumstances. Unless otherwise stated response times to enquiries for

8 urgent matters i.e. likely to be a risk to public health or safety shall be no less than 1 working days and most other pest control issues are also to be responded to within 3 working days. The supplier shall adopt Metropolitan s standards and principles and promote them through staff training. The Supplier shall ensure that in the delivery of the Services due account is taken of the needs of different groups of individuals who may use the Services, so that all groups are included for example, older persons, persons with disabilities, and customers where English is not the first language are treated as follows: o Always to put the customer first and treat them fairly and as an individual o Adopt a friendly and approachable style o Be open, straightforward and listen to the customer o Provide well trained staff who will deal with any enquiry in an efficient and sensitive manner o Deal with any enquiry at the first point of contact where possible o Take ownership of your enquiries o Ensure that the customer is advised of all relevant timescales o Treat the personal information received from you in the strictest confidence and in compliance with DPA o Conduct surveys to obtain your feedback o Take notice of, act on and learn from your feedback o Continually aim to improve the service and performance. 9.3 Metropolitan expects that the majority of calls in respect of Service related issues will be made direct to the Supplier. The Supplier shall assist the Authorised Officer in providing, regular briefings to Metropolitan to keep them apprised of any developments that might impact upon Service delivery. 9.4 The nature of the relationship with Care schemes is such that the Supplier may receive calls or s direct from the Scheme Manager. Operatives when working at these schemes may also pick up concerns and issues direct from the Scheme Manager. The Supplier must keep a record of all issues raised and shall appraise the Authorised Officer of such issues, how they were resolved and what is outstanding at the operational meetings. Where possible the Operatives that attend Care Schemes should remain consistent. Care Schemes can be accessed 09:00 to 17:00 hours. 9.5 Operatives assigned to Care Schemes shall be Safeguarding of Vulnerable Adults (SOVA) trained. Metropolitan has an on line learning tool available to Operatives. 9.6 Complaints about standards of Service provision, how they are resolved and what s outstanding must be reported at the monthly and quarterly meetings. 9.7 Metropolitan wants to empower the supplier as much as possible. The supplier shall work with Metropolitan to introduce, maintain and review systems to enable the direct transfer of Service requests to the Supplier with the minimum of client intervention due to high levels of confidence in Supplier performance. 9.8 The Supplier shall undertake administration that includes, but is not limited to, the following:

9 (a) Any administration relating to a Service request from residents no matter how received, (b) Production of statistical data and returns and KPIs. (c) Details of additional Services undertaken, i.e. value for money initiatives The Supplier shall ensure one point of contact for all invoicing and administration The Supplier shall work with Metropolitans Oracle purchase order and invoicing system and provide one monthly invoice which will collate all works orders which have been completed The monthly invoice will list the following: correct works order number, full treatment addresses, dates visited included completion date and full costing, and whether a reactive or planned treatment visit. 10 VEHICLES, PLANT AND EQUIPMENT 10.1 The Supplier shall at all times provide, replace and maintain in good repair and condition all vehicles and equipment necessary for the performance of the Services associated with this Contract All vehicles shall remain fit for their intended purpose Metropolitan takes great pride in the image portrayed by its Suppliers. The paintwork of all vehicles must be maintained to a high standard The Supplier shall be responsible for the expenses associated with all materials, plant, labour, matters and things that of every description that may be a prerequisite to fulfil the contract requirements. 12. LOT STRUCTURE AND SCOPE OF WORK Appendix 6 details the Lot breakdown, and the sites that will be covered under this contract. Metropolitan s property requirements within each Lot are split as follows:- Estates Offices Care and Support Schemes Each entity is managed separately within Metropolitan and it should also be noted as well as many common problems, each type of property may be faced with issues that are particularly relevant to the needs of it s customers, employees and environment. It is therefore important that the supplier recognises these needs and responds appropriately Lot 1 Derby Metropolitan has approximately 120 sites located within the boroughs of City of Derbyshire, North Eastern Derbyshire District, Amber Valley District, Erewash

10 District, South Derbyshire District, East Staffordshire District, Lichfield District and Tamworth District. The concentration of the stock consists of medium/low rise flats, houses, sheltered accommodation, shared ownership, general needs, Leasehold. The Contract will be managed by Estates Contract Officer. Any issues relating to tenancy services and engaging with the residents living on these estates should be made via Housing Service Officer/Scheme Manager Lot 2 Nottingham Metropolitan has approximately 205 sites located within the boroughs of City of Nottingham, Rushcliffe District, Gedling District, Mansfield District, Ashfield District, City of Leicester, Charnwood District, Oadby & Wigston District and South Keveston District. The concentration of the stock consists of medium/low rise flats, houses, sheltered accommodation, shared ownership, general needs and Leasehold. The Contract will be managed by Estates Contract Officer. Any issues relating to tenancy services and engaging with the residents living on these states should be made via Housing Service Officer/Scheme Manager Lot 3 East Anglia

11 Metropolitan has approximately 2562 sites located within the boroughs of Cambridgeshire, Hertfordshire, Essex, Suffolk and Norfolk. The concentration of the stock consists of [as medium/low rise flats, houses, sheltered accommodation, shared ownership and general needs The Contract will be managed by Estates Contract Officer. Any issues relating to tenancy services and engaging with the residents living on these states should be made via Housing Service Officer/Scheme Manager Lot 4 North London Metropolitan has approximately 717 sites located within the boroughs of Barnet, Brent, Hackney, Haringey, Broxbourne, Barking and Dagenham and Waltham Forest. The concentration of the stock consists of medium/low rise flats, houses, sheltered accommodation, shared ownership, and general needs. The Contract will be managed by the Estates Contract Officer Any issues relating to tenancy services and engaging with the residents living on these states should be made via the Housing Service Officer/Scheme Manager Lot 5 South London Metropolitan has approximately 726 sites located within the boroughs of Brixton, Clapham, Upper Norwood, Sunbury on Thames and Middlesex. The concentration of the stock consists of medium/low rise flats, houses, sheltered accommodation, shared ownership, general needs. The Contract will be managed by the Estates Contract Officer Any issues relating to tenancy services and engaging with the residents living on these states should be made via Housing Service Officer/Scheme Manager Changes to Lot sites During the term of the Contract it is possible that ownership of buildings may change, buildings maybe taken out of commission for a period / permanently, new buildings may come under Metropolitans control or there may be additional existing buildings that may not have already been included in the contracts. In these instances Metropolitan reserves the right to withdraw buildings without penalty In the event that a building is withdrawn, the contract price relating to that building shall ceased to be charged. A withdrawal of a building from contract will not be a compensation event and will not affect the contracted prices Where a building previously under contract is brought back into use, the Supplier shall re-instate the original contracted price. Where Metropolitan wishes to add a building to their Contract the monthly rate to apply will be calculated pro rata upon similar buildings covered under the Contract and agreed by the Metropolitan before services commence. Whilst it is anticipated that there may be a requirement to add

12 buildings, there is no guarantee that any or all additional buildings will be added into this contract Appendix 6 lists sites in the divisions Estates, Care and Support, and Offices divisions. Note that there may be some duplication as the management of Metropolitan s stock is moved from Estates to Care & Support, and this may be reflected in both sections in the Appendix 6 Site List. 13. Key Performance Indicators (KPIs) Item Measure Target Min % achievement achievement Emergency Within 4 hours from first 100% 90% response time contact Reactive Within 24 hours from first response time contact to tenant 1 st visit carried Within 3 working days from contact Follow up after last visit Within two weeks from end of last visit 100% 90% The above Key Performance indicators form a key element of this contract and failure to achieve the agreed levels of performance at any quarterly review will result in Step 1 Should the Supplier fail to achieve the agreed minimum level of service on any one of the Key Performance Indicators then Metropolitan will issue a formal notification of failure to achieve the agreed level of service the Supplier will respond within 7 days with a programme of improvements that will be implemented to achieve the agreed level of service. Step 2 Should the Supplier fail to demonstrate an improvement in service levels that achieve the minimum standard within 90 days from the issuing of the formal notification then Metropolitan Housing Trust shall be entitled to terminate the contract on 30 days notice. There will be a Bedding-In Period of 6 weeks from the Commencement Date of the contract (or as otherwise agreed) whereby the Supplier will not be measured on KPIs.