London Borough of Barking and Dagenham Partnership Report www.enterprise.plc.uk
Background Enterprise and LBBD Contents 2 Background 3 Enterprise and LBBD 4 Our Approach 5-7 Our Services 8 Residents and the Community 9 Diversity and Equal Opportunities 10-11 Our People Enterprise is a major UK support services company. We maintain the infrastructure for Utility companies and provide front-line services and asset management to central and local government organisations. Right to Repair Performance Summary Target 2010 97% 98% Resident Satisfaction Survey % Satisfied with overall service 91% 97% % Satisfied with quality of repair 91% 96% We began working in partnership with the London Borough of Barking and Dagenham (LBBD) in 2003 to deliver a repair and maintenance service to the Council s housing stock. When the partnership began LBBD had one of the largest housing stocks in the country, but in very poor condition. We understand how important good housing is to creating a productive local community so we worked closely with local residents and the council to make improvements. Together Enterprise and LBBD have improved stock condition through efficient maintenance while also enhancing customer satisfaction. Today LBBD has one of the most effective maintenance services in the country. We have a 10 year partnering contract with the London Borough of Barking and Dagenham and carry out over 75,000 repairs every year on 22,500 dwellings. Our services include: Void works Added value services Planned repairs Emergency repairs Responsive repairs First Time Fix (All Trades) Target 2010 96% 97% Resident Satisfaction Survey Priority A (4hrs) 100% 100% Priority B (1 Day) 97% 98% Priority C (1 Day) 97% 98% Priority D (3 Days) 97% 98% Out Of Hours 100% 100% % Satisfied with call handling 95% 100% % Satisfied with staff attitude 95% 99% 2 www.enterprise.plc.uk maintaining the infrastructure of the UK 3
Our Approach Our Services Responsive Repairs Mystery Shoppers As part of the partnership s core aim of continuous improvement, a mystery shopper scheme was launched. This involved training residents to judge the performance of operatives and contact centre staff providing the partnership with impartial performance indicators that helped to improve our joint performance. Aftercare Once a repair has been completed the resident is contacted for feedback on the repair work. This enables us to record our performance and make continuous improvements. Our priority is to deliver the most effective and best value maintenance service with minimal disruption to residents. We apply our Ethics, Customer Care and Resident Involvement policies to guarantee service standards to residents and ensure all residents are involved in decisions that affect them. We have ensured that the contract is focused on a local approach, where employment, suppliers, community projects and development are all focused within the Borough. Appointments completed on time (Priority D,F,G,Q) Appointments completed on time (Priority A,B,C,E,H) Our delivery approach has five key drivers: Right Skill Right Place Right Person Right First Time Right Approach 94% 95% 94% 99% Responsive Repairs make up a large proportion of the housing repair work that our teams complete in Barking and Dagenham. Our aim is to complete responsive repairs in as short a time as possible, with a focus on first time fix and quality of work. We achieve this through our highly trained and motivated workforce who utilise our bespoke IT system, WorkManager. Developed entirely in-house, WorkManager provides a completely tailored approach to 360 dynamic scheduling. It offers intelligent planning, effective resource and cost management and provides a direct supply chain link with transparent, real-time reporting for our customers. Our approach to resource management ensures the efficient, precise allocation of our multi-skilled workforce. We reduce wastage, ensure the right materials, plant and equipment are available, improve productivity and provide real-time updates and reports on work. Our delivery model allows us to manage reactive maintenance works at a similar level of efficiency to that of planned maintenance works. To achieve a first time fix: Our knowledgeable support staff diagnose and prioritise repairs to ensure the correctly skilled operative arrives on time Our operatives are equipped with materials which are relevant to the housing stock WorkManager ensures materials used on each job are recorded allowing operatives to manage their van stock WorkManager allocates the closest operative with the relevant skills 4 www.enterprise.plc.uk maintaining the infrastructure of the UK 5
Emergency Repairs Planned Repairs Void Works Additional Services We provide a 24/7 emergency repair service covering 365 days a year, ensuring the health and safety of LBBD residents. We prioritise emergency repairs enabling a rapid response from our experienced teams and minimal disruption to residents. We have a dedicated 24/7 contact centre which allocates the correct operatives to emergency jobs. The housing stock condition has been greatly enhanced through planned replacements. This has resulted in more standardisation in housing quality. We take a preventative approach to planned maintenance to help LBBD to drive down expenditure on reactive maintenance. We aim to minimise inconvenience to residents by intelligently programming work. We work around the resident s availability and where possible, group jobs by location to increase time and cost efficiency. When attempting to re-develop and re-energise a tired housing stock and improve perceptions void works have particular importance. Our dedicated voids team is skilled at refurbishing poorly conditioned housing stock and completing the necessary work to bring it back up to a good standard for new residents. We realise the importance of a quick turnaround to minimise the time a property is left vacant and maximise rental income and availability of accommodation. Gas repairs and maintenance The partnership provides repair and maintenance work to gas fittings in 17,000 households in Barking and Dagenham. Asbestos Enterprise has a dedicated and highly skilled in-house asbestos team that operates as an additional service for the partnership. This team ensures a fast, safe and professional response when dealing with this dangerous material. Locksmith We provide local residents with a mobile locksmith. This service ensures that we can react to community safety issues across the Borough. Customer Functions Using our wealth of experience and skills Enterprise assists LBBD with: Asset management Contact centre provision Budget management Quality assurance % Completed on time Emergency 4hrs 100% 100% Emergency out of hours 100% 100% Emergency out of hours RTR 100% 100% 6 www.enterprise.plc.uk maintaining the infrastructure of the UK 7
Residents and the Community Diversity and Equal Opportunities Enterprise understands the benefits of investment to the local community and residents. Our involvement in the community includes: The Town Show In Barking and Dagenham there is traditional town show that has been held every year since 1952. Enterprise provides support and helps set up this customary event that has around 20,000 annual visitors. The Enterprise Team also have a stall where local residents can have face-toface conversations and get more information on the work we do. Local employment At Enterprise we pride ourselves on our local employment model. One of the key features of this partnership has been the commitment to local employment and our focus on engaging with local, small to medium sized businesses. We have provided job opportunities for local individuals through working with suppliers and providing training schemes, apprenticeships and work placements. Health and well being Enterprise introduced a Fitness and Health Awareness campaign to support the Council s objectives of improving the health and well-being of local residents. As part of the campaign residents were given health and accident prevention advice. Sponsorship Enterprise supports local football team Dagenham and Redbridge Football Club and has provided them with a new scoreboard. We have also become a major sponsor for Barking Rugby Club. The sponsorship aims to integrate the partnership within the local community and improve recognition of Enterprise with local residents. Resident involvement The partnership is extremely conscious of involving local residents in all decisions that affect them. Our team adheres to our Resident Involvement Policy, which looks to improve the communities in which we work by engaging with communities and creating job opportunities. Community security Enterprise worked with the London Borough of Barking and Dagenham to reduce burglary on a local estate. Through a number of initiatibves burglaries were reduced by 75% in three months, and helped LBBD win a Metropolitan Police Award. These initiatives have enabled us to build strong relationships with the people of Barking and Dagenham and we will continue to look at ways to support and enhance them as the contract progresses. All of our employees are fully briefed on our Equal Opportunities Policy. This provides guidance on our approach of complete equality and the highest level of service for all residents. Our Policy has evolved to reflect the growing diversity of communities. Our commitment to understand, value and incorporate differences has become increasingly focused. Residents with special requirements are identified to the team members before they first enter their homes to enable them to adapt the service they deliver. Examples of residents that may have special requirements include: Disabled residents with a mobility impairment Deaf and hearing impaired residents Visually impaired, blind or partially sighted residents Residents from religious/ ethnic minority groups Residents with babies or young children Vulnerable groups including the elderly and frail. 8 www.enterprise.plc.uk maintaining the infrastructure of the UK 9
Our People Edwin Birch Since being TUPE transferred to Enterprise Edwin has become a Resident Liaison Officer and achieved runnerup for the TPAS Resident Liaison Officer of the Year 2010. This achievement is a fantastic marker of his personal commitment to the partnership and local residents. Edwin consistently supports our customers and local residents and engages in shaping the services they receive. He has pioneered innovative resident engagement techniques, which have secured high levels of satisfaction. Engaging with residents is a fast growing capability of the partnership and I believe the close working relationship we have established with local residents has been a major factor in the partnership s fantastic success. Gary Rush With 23 years of experience in the Borough, Gary is responsible for both responsive and void maintenance for Enterprise operations in Barking and Dagenham. Gary has developed operational team meetings in which regular business updates are shared across all areas. Individuals are invited to engage and influence outcomes from their respective teams. During my time at Enterprise I have had the pleasure of playing an important role in seeing our apprentices develop their respective trades. I have enjoyed helping them build a solid foundation for themselves with management support. Jamie Suggate Jamie started working in LBBD in 1984 when he began a youth training scheme. After two years he gained a plumbing apprenticeship and worked as a plumber for around 10 years before being promoted to Supervisor. After a number of temporary roles Jamie trained to become the Asbestos Manager where he spent four years developing the Asbestos team and gaining a Health and Safety Executive license. Following this he was tasked with setting up the gas section at LBBD. The Enterprise LBBD partnership has seen the development of a top class Asbestos Team with national capabilities, which I am personally very proud to have assisted with. Lisby Lauricourt Lisby has worked for LBBD since 1989 and was TUPE transferred to Enterprise at the at the start of the contract. During this time her role has included being Section Leader for Plumbers and Electricians as well as liaising with external contractors. Upon being TUPE transferred to Enterprise Lisby took a key role in the implementation of the WorkManager IT system. After excelling at this task Lisby became involved with the delivery of hand held PDA devices to operatives and more recently has used her extensive experience to assist with the implementation of 360 automatic scheduling. Lisby says: There have been many changes since the involvement of Enterprise. I think everyone here can see the considerable benefits these changes have created. Resident Liaison Officers Resident Liaison Officers keep customers and residents informed and engaged in the delivery of our repairs service. They are responsible for communicating with residents and local stakeholders. They inform residents of the work being undertaken and help to resolve any arising issues. Apprentices One of the key features of this contract has been the investment in apprenticeships. The partnership has employed 36 apprentices over the past year and has helped Enterprise to become the largest employer of apprentices across London. This programme has helped to reduce local unemployment and provides vital skills and career opportunities to local people. 10 www.enterprise.plc.uk maintaining the infrastructure of the UK 11
Address Enterprise Pondfield House Wantz Road Dagenham RM10 8PN Tel 0208 9844 000 Fax 0208 9844 001 E-mail Website info@enterprise.plc.uk www.enterprise.plc.uk This publication is also available in audio, other languages or large print on request. Please contact emma.watkins@enterprise.plc.uk