Smith & Byford Ltd. representative to provide Gas Servicing and Repairs 6 month Progress Update and Presentation.
Minutes:
Daniel Neild, on behalf of Smith & Byford Ltd, addressed the Board and delivered a 6 month progress review.
Daniel addressed the challenges faced during the contract's initial mobilisation in February. Issues arose during the transfer of employees from the previous contractor, resulting in a lower than expected number of engineers. Additionally, compliance concerns and a high number of pending repairs added to the complexities during the contract's onset.
Daniel highlighted the progress made in performance since the contract's inception. The team had significantly reduced overdue tasks, achieving a 99.79% KPI success rate, surpassing the initially inherited backlog.
The Winter Plan was presented, emphasising improved resources, including a fully staffed contact center, multiple suppliers to tackle parts availability concerns, and increased efficiency in van stocks. Moreover, innovative measures like QR code self-appointment bookings, a safeguarding reporting system, and the imminent implementation of live chat for service requests were highlighted.
The Chair opened the floor for questions.
Members asked for clarification about expected call-out times for tenants. Daniel explained that call out times for ‘P1 cases’ (emergencies) were within an hour and completed within 72 hours (he noted that these cases were mainly gas or water leaks), and he further explained that ‘P2 cases’ would be completed in up to 28 days with a call out time of 5 working days. Daniel also noted that the out-of-hours team would attend cases within 24 hours, but certain cases would be prioritised. He further clarified that a ‘P2 case’ referred to an issue that does not relate to heating or hot water.
In response to questions around weekend availability, Daniel explained that there were working contractors on the weekend and therefore the service wasn’t restricted to weekdays only.
Daniel explained that Smith and Byford would provide blow heaters to residents without heating within the arrangement to fix it. He agreed with the Board’s suggestions to look at oil heaters or more energy efficient alternatives in future if someone was struggling to pay electricity.
Cllr Keen explained that, in her experience, some tenants may turn down gas services and asked if there was anything to make these appliances more efficient to reduce prices. Daniel reassured that engineers would give safety advice on hot water and regulating temperatures in such cases. He noted that some tenants would not use gas due to debt on their meters which will not get cleared. He noted that it was the contractor’s responsibility to provide advice and signposting in such cases and explained that Smith and Byford would feedback to the Waverley Borough Council team if there were concerns about vulnerable tenants not using their gas.
Annalisa Howson, Housing Services Improvement Manager, added that the Housing Revenue Account Hardship fund was available for tenants who were signposted for safeguarding. She also confirmed that safeguarding concerns had been raised by Smith and Byford which the Waverley Borough Council Housing Team were able to look in to.
Daniel agreed to the Board’s suggestions that Smith & Byford should work with the Tenants Panel to improve uptake in the QR code initiative. Annalisa also suggested that the Tenant Involvements team could promote this in the Tenant’s newsletter Homes and People – and to further include tenant feedback about using the QR code.
Members raised concerns that fan heaters had high electricity consumption rates and some tenants may be reluctant to use them, particularly residents on key meters. Daniel noted that this would be a safeguarding issue – and this case would be prioritised. He further agreed to the Board’s suggestions to consider alternative heaters such as oil heaters during repair periods.
Daniel clarified that when setting up an annual investigation review with a tenant, Smith and Byford would send a standard Landlord Gas Safety Record (LGSR) letter indicating that they will service in the AM or PM. He noted that tenants with busy schedules could choose slots in the morning (first call) before work, or a last call slot after 4pm which would avoid school rush hour. They could also accommodate servicing after 5:30pm in special circumstances.
The Chair thanked Daniel Nield for this presentation and attendance.