PROPERTY INVESTMENT
PROCEDURES
PASSENGER LIFT
SERVICING
=
&nb=
sp; =
04th April 2011.
CUSTOMER CONSULTATION
Introduction
The consultation pro=
cesses
with regard to the service and safety check of the passenger lifts is not as
other service work as the contract is a Five Star Contract in that the tend=
ered
price is inclusive of all work that can be reasonably deemed not to have be=
en
required if the servicing work had been undertaken in a proper manner. The work will be undertaken ten ti=
mes in
each calendar year to ensure the efficiency of the system is maintained.
Feedback to Customers on the Servicing Programm=
e
Customers will be no=
tified
of the programme of works authorised and agreed by the Trust through;
- The Trusts Official Newsletter –
“Your Home” in the form of a spread sheet detailing the wo=
rk
by establishment / building
- The Trusts official website.
- Notification to building managers / superv=
isors
- Letters to the individual tenants.
Feedback to the Trust on the Servicing Programm=
e
Customers will be en=
couraged
to comment on the servicing works carried out in their homes via;
- Their representatives on the Tenants
Consultative Committee.
- Walkabouts – specific questions will=
be
put to tenants in neighbourhoods where the work has been completed.
- Reports from the managers / supervisors of
buildings with a passenger lift installed
- The Trusts official website.
- Customer Questionnaire returns – joi=
nt
contractor/trust document.
- The Trusts complaint procedure.
Consultation with Customers
The individual tenant
letters will provide a brief of the work and the attending engineer will if
required explain to the tenant the work to be undertaken and the probable t=
ime
for execution and any disturbance that may be found to the tenants every day
routine.
CUSTOMER NOTIFICATION
The tenants will be =
advised
of the service / safety inspection work via the procedures set down within =
the
Customer Consultation Processes. It is the Contractors responsibility to in=
form
individual householders and building managers / supervisors of the work by
letter, the contents of which will detail the
- The names of the client Weaver Vale Housing
Trust and the contractor.
- The work being undertaken and the reasons =
why
the work is being undertaken.
- The first proposed appointment date that t=
he
engineer will visit.
- A contact telephone number the customer ca=
n call
to make alternative arrangements if the proposed date / time frame are=
not
convenient.
- A warning as to the severity of not having=
the
work done.
AUDITING THE WORKS
AUDITING PROCEDURES
Quality audits will =
be
undertaken during the works by the Contractor and on completion of the work=
s by
the Contractor and Weaver Vale Housing Trust.
Audits during Service
Audits to be carried=
out by
the Contractor to ensure that the engineers are undertaking all of the work=
s as
required under the contract and that the works are completed in all aspects=
to
the required standard. The content of the survey will be kept brief, site
specific and may be either by individual engineer or in neighbourhood
completions.
The Contractor will =
ensure
the system is fully documented and available for inspection by the Senior
Surveyor (Building) on request. The results of all
audit completions du=
ring the
service / safety work will be subject to discussion at the quarterly progre=
ss
meeting between client and contractor.
Audit on Completion.
The Contractor shall=
in
association with the Senior Surveyor (Building), at agreed intervals undert=
ake
a sample inspection of the work completed by the engineers, the number of
inspections shall depend on the results of the inspections by the Trusts
insurers.
To ensure that the
servicing/safety works meet the requirements of the regulations relating to
passenger lifts the Trust will instruct it’s insurers to undertake a =
100%
inspection of all works. The Insurer will undertake all work audits
independently and report accordingly.
The results of the I=
nsurers
inspections will be forwarded to the Client in an agreed format for action =
by
the Trust. Actions arising from the consultants reports will be processed as
follows;
a) Remedial and / or improvement work required wil=
l be
logged and forwarded in writing to the Contractor who will action appropria=
tely
and report back at each progress meeting the remedial work that has been
undertaken.
b) Remedial work not completed will be notified in=
writing
to the Senior Surveyor (Building) for investigation and action.
Customer Comment
On completion of the=
work in
each building, the engineer will leave a copy of the service sheet and / or
work sheet for remedial work and the Customer Information form (copy includ=
ed) with
the building manager / supervisor file the works documents in the safety fi=
le
and complete and return the Customer Information form to the Trust.
On receipt of a comp=
leted
Customer Information form the comments will be logged and were the comments=
are
of an unsatisfactory nature the Client will analyse the content and investi=
gate
the issues with a view to improve the service delivery to the tenants. The
Client may visit the building manager / supervisor to discuss the issues ra=
ised
on the Customer Information form.
The Senior Surveyor
(Building) will discuss comments of customers with the Contractor at the
monthly progress meetings and provide relevant statistics.
The frequency of ser=
vices
and follow up works required thereafter will form part of the Trusts KPI su=
ite
for the Property Investment section and be reported to the Director of Prop=
erty
Services.
=
&nb=
sp;
=
&nb=
sp; =
=
&nb=
sp;
=
&nb=
sp;
=
&nb=
sp; =
&nb=
sp; =
![](3D"Intranetpassengerlifts_files/image001.gif")
= &nb= sp; = &nb= sp; = &nb= sp;
SERVICING
CUSTOMER SATISFACTION SURVEY
PROPERTY
DETAILS =
&nb=
sp; &=
nbsp; PASSENGER
LIFT SERVICE ENGINEER
NAME : =
; &n=
bsp; =
; &n=
bsp; &=
nbsp; NAME:
RUBAX =
ADDRESS: &=
nbsp; &nbs=
p; &=
nbsp; &nbs=
p; &=
nbsp; ADDRESS: Wilson House.
=
&nb=
sp; =
&nb=
sp; =
&nb=
sp; &=
nbsp; =
=
&nb=
sp; =
&nb=
sp; =
&nb=
sp; =
&nb=
sp; Fernhead
=
&nb=
sp; =
&nb=
sp; =
&nb=
sp; =
&nb=
sp;
=
&nb=
sp; =
&nb=
sp; =
&nb=
sp; =
CUSTOMER
SATISFACTION SURVEY =
SCORE:
1 LOW – 10 HIGH
|
ACTION |
SC=
ORE 1
-10 |
COMMENTS |
|
Was the work carried out on the arranged date? |
|
|
|
Did the engineer protect your property ie<=
/span>.
Use dust sheets etc? |
|
|
|
Did the engineer leave your property tidy and remove all waste materials? |
|
|
|
Were you satisfied with the attitude and appearance of the engineer? |
|
|
|
Were you satisfied with the attitude/politeness of the office staff? |
|
|
|
|
|
|
|
Do you have any additional comments to help us improve our service? |
|
|
Now the works are complete are you: (please tick) Pleased with the works? Satisfied with the works? Unhappy with part of the works? Dissatisfied with the standard of
service? |
Please
Tick |
|
THANK YOU FOR TAKING THE TIME TO FILL IN OUR QUESTIONNAI=
RE
CUSTOMER
SIGNATURE: &nb=
sp; =
&nb=
sp; =
ENGINEERS
SIGNATURE:
|
<= o:p> |
|
<= o:p> |
|
<= o:p> |
|
<= o:p> |
|
<= o:p> |
We want to be more accessible and as a result we are ask=
ing
you to tell us how we can tailor our service to your needs. This will inclu=
de,
sending all future communications to you in the language or format you pref=
er.
To help us do this and ensure that we deliver the most appropriate service,
please take a few moments to complete the following questions:
Primary Tenant
|
N=
ame |
<= o:p> |
T=
enancy
ID: |
<= o:p> |
|
D=
ate of
Birth |
<= o:p> |
H=
ome Tel
no: |
<= o:p> |
|
M=
obile
no: |
<= o:p> |
E=
-mail
address |
<= o:p> |
|
U=
PRN No: |
<= o:p> |
<= o:p> |
<= o:p> |
Communication
Is =
English
your preferred language for communication? YES
If
‘NO’ what language would you like us to use? ------------------------------------------=
--------------------
Do
you prefer to receive communications in another form?
Braille
=
=
Disability
Do you have a disability? =
; &n=
bsp; YES
If ‘Yes’ what disabilities do you have? (please specify in
associated box provided)
|
Hearing Impaired |
|
Mobility Impaired |
|
|
Visually Impaired |
|
Other (please specify) |
|
Does anyone else in your household have a disability? YES
If ‘Yes’ what disabilities do you have? (please specify in
associated box provided)
|
Hearing Impaired |
|
Mobility Impaired |
|
|
Visually Impaired |
|
Other (please specify) |
|
=
Ethnicity
|
White British |
|
Black British |
|
Asian British |
|
|
Irish |
|
African |
|
|
|
|
Chinese |
|
Indian |
|
Pakistani |
|
|
Bangladeshi |
|
White/ Black Caribbean |
|
White/ Black African |
|
|
White Asian |
|
Other White background |
|
Other Black background |
|
|
Other Ethnic background |
|
Other Mixed background |
|
Other Asian background |
|
Age 16 –
24 25 &#=
8211;
49 50+
COMPLAINTS PROCE=
DURE
COMPLAINTS PROCEDURE
This procedure will =
be
monitored as a KPI for the Trust and contractors, it is essential that we l=
earn
from our mistakes and/or omissions to ensure the service we provide is the =
best
possible for our customers.
On receiving a compl= aint from a tenant or representative the Contractor will log the complaint on a Complaint Monitoring document, the following information will be recorded.<= o:p>
a) The date the complaint was received.
b) The address to which the complaint refers.
c) A brief description of the complaint.
d) The date the complaint was actioned.
The Contractor should
arrange to visit the customer within one working day to determine what work=
is
required, apologise for the inconvenience caused to the tenant and agree a
suitable date for rectification work to be undertaken.
A Customer Complaint=
s form
will be completed and forwarded to the Trust through an appropriate method.=
All complaints should be discuss=
ed at
the monthly Contractor/Consultant meetings
Should the contracto=
r fail
to resolve the issue then the customer should use the Trust’s current
Complaint Procedures which have been issued to all tenants.
VALIDATION OF ADDRESSES
Validation of Addresses
Prior to undertaking=
the
pre-contract process and to avoid unproductive time it is important that the
work addresses are validated i.e the dwellings =
to be
serviced are Trust owned buildings.
Equally it is necess=
ary to
ascertain the equality and diversity issues or safety issues that need to be
brought to the contractor’s attention.
The information rela=
ting to
the buildings where the service is to be carried out can be entered onto th=
e contractors
Progress Unit Monitoring Summary document, these properties will receive
letters of notification
It should be noted t=
hat the
contractor appointed to undertake the service of the passenger lift contrac=
t in accordance with the contract
documentation and visit all o=
f the
Trusts properties included in the schedule provided.
Continual Validation
The Trust through the
Property Investment section will continue to monitor properties included th=
roughout
the contract programme.
New passenger lift
installations will be notified to the Trusts inspection consultant (The Ins=
urer)
on practical completion of the installation the notification will be
electronically transmitted with an acknowledgement required by return.
New installs will be=
entered
onto the service operational spreadsheet immediately after practical comple=
tion
and flagged with a 12 month guarantee. At the end of the guarantee period t=
he
servicing contractor will be notified of the service requirement.
The client will upda=
te the
Housing Management System to record what equipment is installed the propert=
y.
ACCESSING THE WORKS
&n=
bsp; =
; &n=
bsp; =
; &n=
bsp;
ACCESSING THE WORKS
This Procedure appli=
es to all
persons who carry out works to Weaver Vale Housing Trust properties.
The Contractor will =
ensure
that all persons working on the contract have a form of identification card
with a company logo, the employees name and works number (if applicable) an=
d a
photograph of the employee.
Prior to undertaking=
any
lift appliance service works within a WVHT property the surveyor and / or
contractor will ensure that;
1. The special needs/equality and diversity issues=
list
(see Customer Care Procedure) has been reviewed and individual needs are
accommodated by appropriate amendment of the following general procedure.
2. The building manager / supervisor has been info=
rmed
by letter that the servicing work is due to take place and has had the
opportunity to change/ make alternative arrangements if a specific date and
time has been made to carry out the service.
- That the contractor has the appropriate
documentation and equipment to complete the works.
Relevant information=
regards
the aforementioned will be forwarded to the contractor on commencing the
contract and amendments thereto issued as necessary.
The contractors engi=
neer will
visit the property;
- Before entering the property the engineer =
will
provide proof of identity
- On gaining access the engineer will explai=
n in
as much detail as possible what the work will entail, the possible
disruption and the benefits thereafter.
- The contractor must make provision for ten=
ants
with disabilities and ensure any discomfort or disturbance is kept to a
minimum. Special arrangements may be necessary for such tenants
- If refused access, the engineer must arran=
ge
another date and time that is convenient before leaving.
ORDERING THE WORKS
The works will be or=
dered in
accordance with the Procurement procedures, Standing Orders and Financial
Regulations the following rules and procedures will apply to the value of t=
he
contracts specified, the value of the work will exclude value added tax.
The Senior Surveyor
(Building) will assess the work requirement and in collaboration with the
Senior Quantity Surveyor provide an estimated price for the completion of a=
ll
of the works. Subject to the agreed estimate the Senior Quantity surveyor o=
r an
approved officer will seek process / tenders for the works from the required
number of contractors as detailed in the Procurement procedures
MANAGING THE WORKS
The Project
To carry out the ann=
ual
passenger lift servicing, safety checks and all remedial works that are
contained within the contract documents in multi occupational buildings whi=
ch
are owned and managed by Weaver Vale Housing Trust, including any properties
that come into ownership during the contract period, and the issuing of Ser=
vice
/ Safety Certificates as detailed in the contract documents.
The Contractor will =
service
and safety check each lift a minimum of ten times per calendar year all in
accordance with the terms and conditions of the contract to the agreed prog=
ramme.
Requirements
The Contractor’=
;s
attention is drawn to the Weaver Vale Housing Trusts Policy and Procedures
applying to Passenger Lifts and will;
- Consult with customers
- Notify customers of the works
- Audit the works
- Comply with the complaints procedures
- Comply with the notes for accessing the wo=
rks.
The Works
The Contractor will =
carry
out the full service / safety check to ensure the safe operation of the lif=
t at
all times throughout the contract period.
The Contractor will =
carry
out the full service and maintenance requirements for the respective passen=
ger
lifts and provide to the Trust with any other information that may be requi=
red
for the Contractor to meet his obligations under the contract and to enable=
the
Employer to fulfil the obligation to the tenants and occupiers of its premi=
ses
in respect of the Heath and Safety Acts, LOLER Examination and Testing of in
Service Lift Regulations.
The Contractor shall
complete the works and provide to the Client on a weekly basis an electronic
copy of all annual servicing records including an approved Safety Certifica=
tes,
the report / spreadsheet will include information on all delayed servicing =
and
maintenance works identified as required at the time of the inspection.
The Contractor will =
provide
the Client with a hard copy of the Safety Certificate within 28 days of the
work being completed, these certificates will be summarised along with the
repairs required on a front sheet affixed to the certificates provided for =
the
said weeks work.
Note - For works com=
pleted
in week 1; copies of the certificate will be provided to the Client no later
than the Tuesday of week 3.
Works identified as =
required
at the time of the service / safety check which are not included in the ter=
ms
and conditions of the contract will be prioritise by the Contractor, the
Response Repairs Team will raise the repair orders to the approved
contractor in accordance with=
the
following priorities;
Priority 1 - Work th=
at is
urgent – do not use notice issued, the engineer
=
will
immediately contact the Client with the work requirement and
=
then confirm through report documentation (24hr response)
Priority 2 - Work th=
at is of
a routine nature – notified through report
=
documentation (28days response)
Priority 3 - Work th=
at can
be planned and completed on a programmed basis
=
notified through report documentation. (100days response)
In addition the Cont=
ractor
will record and provide details of;
- The installation type
- Manufacturer
- Age of the systems and appliances.
- The repairs that have been identified as
required at the time of inspection
- A priority rating for the identified repai=
rs.
Matters Arising from the Works
On receipt of the Se=
rvice
Safety Certificate the Client will confirm that the number of certificates
provided and the addresses to which they apply are as the summary sheet.
Validate that the
information provided on the electronic report / spreadsheet is consistent w=
ith
the hard copy documents provided. Any discrepancies will be investigated by=
the
Senior Surveyor (Building) and the appropriate actions taken subject to the
findings.
The date of the serv=
ice /
safety check stated on the Service Safety Certificate will be input onto the
control spreadsheet / Housing Management computerised system and the
certificate filed in the appropriate house file.
The Responsive Repai=
rs Team
will raise a works order through the purchase system for the maintenance wo=
rks
not included in the terms and conditions of contract, identified as require=
d at
the time of the service / safety check, the work will be prioritised for
completion in accordance with the Contractors service engineers report.
Should the contractor
recommend an equipment upgrade and/or alteration to an appliance that the T=
rust
deems as obsolete and/or not value for money but has no health and safety
breech then the Senior Surveyor (Building) will with the approval of the
Director of Property Services enter a note on the Trusts computerised system
that the work will not be progressed and the reasons thereto.
The Senior Surveyor =
(Building)
will undertake quarter yearly reconciliation audits of the house files and =
the
computerised systems to ensure that the information held by the Trust is
accurate and complete.
CONTRACT MEETING=
S
MEETINGS
Contract Progress Me=
etings
will be held on a regular basis throughout the contract period, notwithstan=
ding
that the content may vary. Meetings will follow the format as listed hereaf=
ter.
PRE-CONTRACT MEETING
Employer
Contract Administrator
Principal Contractor
CDM Co-ordinator
Form
of Contract
Contract
Documents
Contract
Sum
Date
of Possession
Date
of Completion
Scope
of the Works
Ordering
the Works
Recording
Defects
Waste
Materials
Site
access and limitations
Working
Hours
Health
and Safety
Equality
and Diversity
Sub-contractors
Progress
Meetings
Agenda
Attendance
Contractors
Reports
Contract
Administrator
Instructions
Specification
Changes
Programme
of Work
Weekly Progress Sheets
Cash
Flow Chart
Valuations
and Certification
Sample
of Work
Sample
of Materials
Inspections
during the Work
10.0 Date
of Progress Meeting
PROGRESS MEETINGS
=
Progress
of the Works.
Issues
needing Instruction / Decision
Specifications
Access
Issues
Site
Instructions Required
Variation
Confirmations
Valuations
Forecast
Final Account
Liaison
Officer Report
Equality
and Diversity Issues
Consultation
Issues
Complaints
/ Concerns
6.0
Accessing the Works
No
access issues
Tenant refusals
7.0
Health and Safety
Contractors on Site
Spec=
ific
Risks and Assessments
Acci=
dent
and / or Near Misses
8.0
Any Other Business
Date of Next Meeting
VARIATIONS TO THE
WORKS
VARIATIONS
The term variation m=
eans the
alteration or modification of the design, quality, or quantity of the works=
and
shall include additions, omissions or substitution work
Contract variations =
must be
kept to a minimum
All variations to th=
e works
issued to the Contractor will be priced in accordance with the Terms and
Conditions of Contract . If work requirement is of such as not to be includ=
ed
then the Contractor must obtain permission from the Senior Surveyor ( Build=
ing
) before carrying out the wor=
ks.
For items not covere=
d in the
contract, the Senior Surveyor (
Building ) will verbally agree the work and within 24hours issue the Contra=
ctor
with a written Site Instruction which will clearly indicate the work comple=
ted,
the quantity of each item thereon, after inserting the work element, quanti=
ty
and unit price the document will be Z’d to
prevent other items being added and signed and dated.
The Trusts Senior Qu=
antity
Surveyor will issue an official variation order within five working days
confirming the Site Instruction. A
typical sample document is included in these procedures.
Payment for variatio=
n works
properly completed at the time of a Certification for Payment will be inclu=
ded
in the said certified sum.
All variations to the
contract will be inserted on the report / spreadsheet which will be sent
electronically to the Client on a weekly basis. Site Instructions completed
within the payment period will be paid subject to the supporting documentat=
ion.
Compliance with Trust Regulations
Variations to the pr=
ovisions
of the contract shall be authorised (in advance where possible) in writing =
in
line with the hierarchy of authorisation set out in the Authorities Schedul=
e.
This shall include authorisation by an appropriate Director, or by his/her
deputy or other officer nominated in writing.
Any variation which =
causes
the contract contingency to be expended shall be reported to the Board or
designated Committee as soon as possible and where practicable work or
expenditure shall be delayed until authorised by the Board or appropriate
Committee.
WEAVER VALE HOUSING TRUST
=
Contract
Administrator’s Instruction
To contractor: =
Contract:
Instruction No: =
Date:
Under the =
terms of
the Contract please carry out the following instructions. Where applicable the Contract Sum =
will
be adjusted in accordance with the terms of the relevant conditions.
|
Instructions: |
£ Omit |
£ Add |
|
O=
n behalf
of the Employer please accept this instruction to vary the Works under the
terms of the JCT 2005 Edition of the Standard Form of Intermediate Buildi=
ng
Contract. Insert here the description w=
hich
may include drawings, schedules, addresses for the supply of labour, mate=
rials
and or plant (can be included as appendix but list them) |
|
|
|
For Weaver Vale Ho=
using
Trust:
…………………………=
230;… |
|
|
Distribution:-
|
|
|
CDM Co-ordinator |
|
![](3D"Intranetpassengerlifts_files/image002.gif")
<= o:p>
VALUING THE WORKS
PAYMENT PROCESSES
Measured Items
Interim and Final
Certification for payment to the Contractor will be based on
- Priced specification using the Schedule of
Rates.
- Priced schedule of works
Payment for quantifi=
ed works
will be subject to a re-measure to ensure the contractors claim accurately
reflects the total value of the works properly completed.
The Senior Quantity =
Surveyor
will in conjunction with the Senior Surveyor ( Bu=
ilding
) determine any penalty payment due to the Contractor for certification, ba=
sed
on the KPI completion requirement and inform the Contractor of the monies d=
ue
in the said period.
The Senior Quantity =
Surveyor
will calculate the due payment (Ex V.A.T.) and less any agreed retention and
inform the Contractor, in order that an invoice for the works can be raised=
, if
the contractor so wishes
The Senior Quantity =
Surveyor
will produce a Certificate of Payment which will be supported with the
following documentation;
- Priced copy of all re-measured works ( Val=
uation
Summary )
- Project information in the prescribed form=
for valuations/final
accounts ( examples payment summary, project information form, valuati=
on
summary, letter of notification are available on request)
- Copy of the planned unit completions to the
actual unit completions
The documentation wi=
ll be presented
to the Senior Surveyor ( Building ) for verification of payment.