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Service Level Agreement Between the Borough Council of Wellingborough and Wellingborough Norse Ltd February 2012

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Service Level Agreement Between the Borough Council of Wellingborough and Wellingborough Norse Ltd February 2012 APPENDIX A Service Level Agreement between the Borough Council of Wellingborough and Wellingborough Norse Ltd February 2012 This schedule details those services currently carried out by the Borough Council of Wellingborough that will transfer to the Wellingborough Norse partnership. It sets out the objectives of the services, the scope of services to be covered and the current council arrangements to deliver those services. It details the minimum performance indicators and standards that will need to be met. Contents: Objectives of the service Scope of the services Contract monitoring and review Policy considerations Service Standards Performance indicators and standards Representation and partnerships Emergency planning Section 106 planning gains The service specification: Waste management and recycling Fleet management Grounds maintenance Street cleansing Public toilets Operation of the town centre marketplace Winter gritting Car parks Public halls Use of parks and parks games Environmental education and enforcement Facilities management for operational properties and land Appendix 1: Play area equipment, June 2011 Appendix 2: Detailed Facilities Management Schedule 1 Objectives of the Service Wellingborough Norse will work in partnership with the Borough Council of Wellingborough to deliver services currently carried out by the Council covering the areas of environmental services and facilities management. The overall objective will be to maintain or improve service for the same or lower cost whilst developing business growth. Together the partnership will work to: Comply with the Council’s statutory duties in relation to the areas covered in the agreement as a minimum, and to a higher standard where illustrated in this agreement. Maintain the Council’s parks and open spaces to provide a clean and safe place for people to work, live and play. Maintain the Council’s operational buildings and land to provide a clean and safe place for people to work, live and play. Ensure that the Council’s interests are represented in discussions with outside bodies to further enhance and develop services delivered in the Borough and the wider surrounding area, be it at county or regional level. Maintain agreed levels of performance in the service areas. Scope of the Services This agreement will cover the services currently carried out by the ‘environmental’ and ‘facilities management’ sections of the council, broadly covering the following aspects of service: Waste management and recycling Fleet management Grounds maintenance o Maintenance of parks and open spaces o Trees o Cemeteries and churchyards Street cleansing Public toilets Operation of the town centre marketplace Car parks Winter gritting operations Public halls Use of parks and parks games Environmental education and enforcement Facilities management for operational properties and land and any such other services of a similar nature as the Council may be required to be carried out by law or Government directive. Any new services introduced by Wellingborough Norse would be in addition to this schedule. Any variation introduced will be in accordance with the provisions within the Service Agreement. Contract Monitoring and Review The service area has several contracts for specific services which are delivered on behalf of the Council. It will be the responsibility of the partnership to ensure that these contracts are appropriate and delivered to agreed standards. 2 Policy considerations Where the Borough Council of Wellingborough has an existing policy setting out tasks or service standards, this is to be used by the Wellingborough Norse partnership as a standard. Similarly, where statutory duties are in force, it is assumed that the partnership will act to comply with those duties as a minimum requirement. Such requirements therefore, are not detailed separately in this schedule. Any future policy changes by the Council would need to be considered though the Wellingborough Norse liaison board to consider how they would be implemented on a practical basis. Practical input on policy writing and review may be required from the Wellingborough Norse management team. Service Standards In addition to statutory requirements, Wellingborough Norse will, as a minimum, carry out duties to a level incorporating agreed maintenance schedules and inspection regimes. Performance Indicators Performance indicators for 2012/13 are included within this schedule. They include quality measures such as complaints data as well as indicators covering the numerical data. These measures are likely to be varied from time to time as indicated in Section 10 of the Service Agreement. Performance is currently reported to the Council’s Overview and Scrutiny Committee. Representation and Partnerships The Borough Council of Wellingborough sits on a number of bodies and partnerships with a view to enhancing services. Where these partnerships cover the services to be transferred to the management of Wellingborough Norse, it is expected that a Wellingborough Norse employee of the appropriate level will continue to represent the interests of the Borough. This would also apply to new partnerships and discussion forums, should they cover relevant services. Representation of the service will be expected to continue at partnership contract progress meetings, such as those for outsourced services for leisure in relation to environmental services and facilities management. The practice of a manager attending Borough Council of Wellingborough committee meetings, business planning events and management meetings is to continue where attendance is appropriate and relevant to the services provided through the partnership . Emergency Planning In the event of the Borough Council of Wellingborough being required to input into a local or national emergency planning situation, people, plant, equipment and buildings will be deployed as necessary as directed through the Emergency Plan. Section 106 Planning gain The service input into initial responses regarding Section 106 agreements covering a variety of services eg household waste management, grounds maintenance, play area provision and maintenance and tree provision. As the agreements mature, employees give practical advice and assistance to Borough officers and parish colleagues and ensure good practice in procurement and maintenance regimes eg surface improvements for play area. 3 The Service Specification Waste management and recycling Overview The Council has a duty to arrange for the collection of household waste in its area. This is currently undertaken by an alternate week collection of household waste and recycling from all households in the borough using wheeled bins. Garden waste is collected from households from March to October. Bulky household collections are also arranged on request through this function and there is a third party contract in place to collect clinical waste from a number of households. The waste collection service is carried out in line with the BCW policy and includes sections on: Side rubbish Assisted collection Requests for larger or additional household bins Removal of unauthorised bins Charging policy for replacement bins Removing garden waste from residual waste Missed waste collection bins Contamination or unwanted material in bins Description of Main Duties: Average 49,500 wheeled bins emptied each week from approx 33,200 households., including 616 assisted collections 28,000 tonnes of household waste collected, including 10,500 tonnes of recyclable and compostable waste Arrangements made for the replacement and or repair of wheeled bins – approx 1600 per annum Arrangements made with developers to supply appropriate bins and collect household waste from areas of new housing Arrangements made for the collection of bulky household goods on request, including transferring white goods to a recycling centre.- c. 4,000 visits per annum Liaison with contractors providing a service to collect clinical waste and ‘sharps’ from pre-arranged addresses – collection frequency varies but averages 70 collections per week. Performance Measures and Standards Based on the following areas: Reduction in the number of missed bins / collection of missed bins within 1 day. Increasing the percentage of waste recycled and composted Complaints data (customer satisfaction) 4 Fleet Management Overview The company will be responsible for the management of the fleet of vehicles operated currently by the Council to undertake its functions. The fleet is a mix of owned and leased vehicles and includes grounds maintenance plant and machinery as well as road vehicles. The partnership will be responsible for the provision and maintenance of all Council vehicles – whether owned or leased - including those used by services not transferring to Wellingborough Norse. A current list of vehicles is included as a separate schedule. Wellingborough Norse will hold the Operator’s Licence and ensure that there is a suitably qualified CPC (Certificate of Professional Competence) holder on site. Description of Main Duties The purchase and disposal of vehicles and keeping of appropriate records The operation and maintenance of vehicles in a roadworthy condition Correct and accurate keeping of records in accordance with operating regulations Ensuring that vehicle operators are properly trained and licensed Ensuring that routine servicing is carried out by an approved contractor at appropriate intervals Advice and guidance to other services
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