Saltire Partnership Performance Report
North Lanarkshire Council · 15 February 2023
Back to Housing Committee — 15 February 2023 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
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North Lanarkshire Council Report Housing Committee Does this report require to be approved? ☐ Yes ☒ No Ref BL/MH/HD Date 15/02/23 Saltire Performance Report to 30 November 2022 From Brian Lafferty, Chief Officer, Housing Property Services E-mail HendryM@northlan.gov.uk Telephone Michelle Hendry, 07960974797 1. Background 1.1 As per the recommendation to Committee on 7 June 2012, it was agreed that a six monthly report be established to detail performance across agreed Key Performance Indicators (KPI’s), customer satisfaction and complaints to support the ongoing review and associated improvement actions within the delivery of the strategic partnership vehicles. 1.2 Following consideration and approval by the Policy & Resources Committee in March 2017, the Council’s Strategic Adviser (External Organisations) concluded the sale of the Council’s 33% shareholding in Saltire in May 2017. The works agreement would govern the Central Heating Repairs and Maintenance Delivery service, also being varied to maintain the benefits and protections which the Council had previously enjoyed from its shareholding until expiry on the contract Executive Summary The purpose of this report is to provide a detailed update on the current 2022/23 performance of the Business Housing Property Central Heating Repairs & Maintenance service delivery contracts. Recommendations It is recommended that the Housing Committee: (1) Acknowledge the report in relation to the continued ongoing improved performance of the service delivery contract. The Plan for North Lanarkshire Priority Improve North Lanarkshire's resource base Ambition statement (1) Ensure a housing mix that supports social inclusion and economic growth
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in January 2021 and agreed extensions that have been approved at Committee. In relation to the contract extension, Saltire are now in the second year, this commenced on 8 January 2022 until 7 January 2023. It should also be noted that the third year was approved at committee which is from 8 January 2023 to 7 January 2024. 1.3 In line with the role and nature of the previous strategic partnership vehicle, performance will continue to be reported to Committee during the extension periods. 2. Report 2.1 Performance Indicators 2.1.1 KPI performance for 2022/23 in relation to Heating Repairs & Maintenance is attached as Appendix 1. Appendix 2 also contains the full KPI set for 2021/22. Appendix 3 contains the full breakdown of emergency and non-emergency repairs jobs carried out by month for all 3 linked contractors, as well as Saltires only. 2.1.2 As of November 2022/23 the contract achieved 100% gas certification record for the extensive gas heated housing asset base. 2.1.3 All KPI areas continued to be subject to a full audit programme to ensure validity, with wider associated improvement actions details via the formal liaison structure to ensure full transparency and accountability. 2.2 Business Housing Property and Projects Performance / Developments 2.2.1 The timescale in completing emergency repairs for all 3 linked contractors, year to date, is currently 3.23 hours. Saltire year to date, average emergency timescales are 2.29 hours. The 2021/22 Scottish average was 4.20 hours. 2.2.2 The timescale for completing non-emergency repairs, for all 3 linked contractors, year to date, is currently 6.85 days. Saltire average non-emergency timescales is 0.82 days. The 2021/2 Scottish average was 8.9 days 2.2.3 It should also be noted that repairs carried out right first time has been reported at 97.42 % over the same period. The 2021/2 Scottish average was 88.3% 2.2.5 Current customer satisfaction level is 94.27% year to date. The 2021/22 Scottish average was 88.0%. We continue to receive various methods of surveys which include online, post inspection stage of works and face to face with tenants. Customer satisfaction surveys continue to inform action and help ensure that any areas of dissatisfaction are immediately followed up. 2.2.6 Frontline resolutions - The number of Stage 1 complaints received for 2022/23 relating to all of Housing Property and Projects, have increased in comparison with the same period last year (see table 1 below). Of the complaints responded to year to date, a total of 67.68% have been upheld or partially upheld, in the same period last year 65.77% were upheld. 92.42% of complaints YTD have been responded to within SPSO timescales, in comparison to 98.66% of
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complaints in the same period in 2021/22. Eight stage one complaints were received YTD in relation to Saltire, they were responded to within timescale and 50% were upheld. An analysis of all complaints received is undertaken by Local Homes to allow any re-occurring issues to be addressed and associated service improvement actions to be progressed 2.2.7 Investigations – The number of Stage 2 complaints received for 2022/23, relating to all Housing Property and Projects service, has decreased in comparison to the same period last year (see table 1 below) A total of 57.14% of closed cases have been upheld or partially upheld which is a decrease in comparison to 77.27% upheld or partially upheld in the same period last year. 95.24% of complaints received as stage 2 complaints were responded to within SPSO timescale in comparison to 95.45% of complaints in the same period in 2021/22. There has been no stage 2 complaint received in relation to Saltire within 2022/23 to date. 2.2.8 It should be noted that in relation to the number of complaints as a comparison to the number of emergency and non-emergency repairs, which equated to 72,234 from April to Nov 2022 this equates 0.3 as a % of complaints as a comparison. Table 1 Housing property and projects complaints received via Council between each financial year. 2022/23 2021/22 (for comparison) Q1 Q2 Q3 Oct & Nov only Q4 Total Q1 Q2 Q3 Q4 Total Stage 1 73 63 62 198 54 50 55 61 220 Stage 2 7 9 5 21 9 7 8 9 33 Total 80 72 67 219 63 57 63 70 253 3. Measures of success 3.1 The ongoing Partnership Performance monitoring report requires Committee to consider Saltire Facilities Management Limited performance twice per year. These reports detail the activities which are expected to support delivery of the Council’s priority outcomes, as well as the organisation’s performance against these and should therefore ensure elected members have sufficient information to assess how Saltire service delivery supports the Council in delivering against The Plan for North Lanarkshire as well as producing a high level of service delivery, legal compliance and customer satisfaction. 4. Supporting documentation Appendix 1: Saltire Performance 2022/23 Appendix 2: Saltire Performance 2021/22
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Appendix 3: Emergency Repair Timescales and Non-Emergency Repair Timescales Brian Lafferty Chief Officer, Housing Property Services
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5. Impacts ( http://connect/report-template-guidance ) 5.1 Public Sector Equality Duty and Fairer Scotland Duty Does the report contain information that has an impact as a result of the Public Sector Equality Duty and/or Fairer Scotland Duty? Yes ☐ No ☒ If Yes, please provide a brief summary of the impact? If Yes, has an assessment been carried out and published on the council’s website? https://www.northlanarkshire.gov.uk/your-community/equalities/equality- and-fairer-scotland-duty-impact-assessments Yes ☐ No ☐ 5.2 Financial impact Does the report contain any financial impacts? Yes ☐ No ☒ If Yes, have all relevant financial impacts have been discussed and agreed with Financial Solutions? Yes ☐ No ☐ If Yes, please provide a brief summary of the impact? 5.3 HR policy impact Does the report contain any HR policy or procedure impacts? Yes ☐ No ☒ If Yes, have all relevant HR impacts have been discussed and agreed with People and Organisational Development? Yes ☐ No ☐ If Yes, please provide a brief summary of the impact? 5.4 Legal impact Does the report contain any legal impacts (such as general legal matters, statutory considerations (including employment law considerations), or new legislation)? Yes ☐ No ☒ If Yes, have all relevant legal impacts have been discussed and agreed with Legal and Democratic Solutions? Yes ☐ No ☐ If Yes, please provide a brief summary of the impact? 5.5 Data protection impact Does the report / project / practice contain or involve the processing of personal data? Yes ☐ No ☒ If Yes, is the processing of this personal data likely to result in a high risk to the data subject? Yes ☐ No ☒ If Yes, has a Data Protection Impact Assessment (DPIA) been carried out and e- mailed to dataprotection@northlan.gov.uk Yes ☐ No ☐ 5.6 Technology / Digital impact Does the report contain information that has an impact on either technology, digital transformation, service redesign / business change processes, data management, or connectivity / broadband / Wi-Fi? Yes ☐ No ☒ If Yes, please provide a brief summary of the impact?
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Where the impact identifies a requirement for technology, has an assessment been carried out (or scheduled) by the Enterprise Architecture Governance Group (EAGG)? Yes ☐ No ☐ 5.7 Environmental / Carbon impact Does the report / project / practice contain information that has an impact on any environmental or carbon matters? Yes ☐ No ☒ If Yes, please provide a brief summary of the impact? 5.8 Communications impact Does the report contain any information that has an impact on the council’s communications activities? Yes ☐ No ☒ If Yes, please provide a brief summary of the impact? 5.9 Risk impact Is there a risk impact? Yes ☐ No ☒ If Yes, please provide a brief summary of the key risks and potential impacts, highlighting where the risk(s) are assessed and recorded (e.g. Corporate or Service or Project Risk Registers), and how they are managed? 5.10 Armed Forces Covenant Duty Does the report require to take due regard of the Armed Forces Covenant Duty (i.e. does it relate to healthcare, housing, or education services for in-Service or ex- Service personnel, or their families, or widow(er)s)? Yes ☐ No ☒ If Yes, please provide a brief summary of the provision which has been made to ensure there has been appropriate consideration of the particular needs of the Armed Forces community to make sure that they do not face disadvantage compared to other citizens in the provision of public services.
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Appendix 1 SALTIRE HOUSING PERFORMANCE 2022/23 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Cat 1a - Priority U (95%) Total 5 3 4 4 2 9 7 5 % Within 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% Cat 1b - Priority E (95%) Total 0 0 0 0 0 0 0 3 % Within N/A N/A N/A N/A N/A N/A N/A 100.00% Cat 2 - Routine - Priority 1 (95%) Total 504 479 456 259 380 366 528 692 % Within 99.40% 100.00% 99.56% 100.00% 99.74% 100.00% 99.81% 100.00% Cat 3 - Routine - Priority 2 (95%) Total 23 20 8 5 11 20 12 10 % Within 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% Cat 4 - Routine - Priority 3 (95%) Total 526 501 925 476 754 702 654 1354 % Within 99.24% 98.60% 99.89% 99.16% 99.73% 99.00% 99.39% 99.19% Empty House Works - Priority 4 (95%) Total 196 239 242 215 258 178 222 209 % Within 98.98% 97.91% 99.17% 96.74% 98.84% 99.44% 98.20% 99.04% Empty House Works - Priority 5 (95%) Total 139 147 191 141 184 144 160 150 % Within 99.28% 100.00% 98.43% 99.29% 100.00% 99.31% 99.38% 100.00% Routine Works - P9 (95%) Total 0 0 0 0 0 0 0 0 % Within N/A N/A N/A N/A N/A N/A N/A N/A Priority P - Extended Priorities (95%) Total 0 0 0 0 0 0 0 0 % Within N/A N/A N/A N/A N/A N/A N/A N/A Priority C - 24hour Emergency (95%) Total 1575 1400 1194 864 1234 1415 1919 1996 % Within 99.37% 99.64% 99.83% 99.77% 99.92% 99.58% 98.44% 99.95% Priority D - Capital Boiler renewals (95%) Total 118 97 65 65 80 62 77 95 % Within 100.00% 100.00% 100.00% 98.46% 100.00% 98.39% 100.00% 100.00% Priority B - 2 hr Emergency within working hours (95%) Total 8 6 5 4 3 10 11 6 % Within 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% Priority F - 2 hr Emergency outwith working hours (95%)) Total 2 0 0 0 0 0 1 1 % Within 100.00% N/A N/A N/A N/A N/A 100.00% 100.00% Adaptations - 40 Days (95%) Total 5 1 6 5 7 6 9 4 % Within 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%
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Appendix 2 SALTIRE HOUSING PERFORMANCE 2021/22 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Cat 1a - Priority U (95%) Total 3 2 2 2 3 5 2 1 3 3 4 7 % Within 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% Cat 1b - Priority E (95%) Total 0 2 1 1 0 2 1 0 1 0 1 0 % Within N/A 100.00% 100.00% 100.00% N/A 100.00% 100.00% N/A 100.00% N/A 100.00% N/A Cat 2 - Routine - Priority 1 (95%) Total 435 409 421 330 433 496 610 646 625 568 458 551 % Within 100.00% 99.76% 100.00% 100.00% 99.77% 99.60% 99.18% 100.00% 99.68% 99.82% 99.56% 99.46% Cat 3 - Routine - Priority 2 (95%) Total 39 41 34 15 19 15 35 17 50 101 19 31 % Within 100.00% 100.00% 97.06% 100.00% 100.00% 100.00% 100.00% 100.00% 98.00% 100.00% 100.00% 96.77% Cat 4 - Routine - Priority 3 (95%) Total 2630 856 1217 982 418 1290 1199 1017 890 409 952 1058 % Within 100.00% 100.00% 99.84% 99.59% 98.33% 99.53% 99.08% 99.12% 98.99% 98.53% 98.32% 99.34% Empty House Works - Priority 4 (95%) Total 260 215 253 226 197 206 262 243 233 212 195 282 % Within 98.46% 96.74% 98.81% 99.56% 99.49% 96.60% 98.47% 98.35% 97.00% 99.53% 95.90% 98.58% Empty House Works - Priority 5 (95%) Total 206 189 196 182 215 180 208 198 264 153 190 197 % Within 100.00% 100.00% 98.47% 99.45% 98.60% 100.00% 98.56% 98.99% 99.62% 99.35% 99.47% 98.98% Routine Works - P9 (95%) Total 0 0 0 0 0 0 0 0 0 0 0 0 % Within N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Priority P - Extended Priorities (95%) Total 0 0 0 0 0 0 0 0 0 0 0 0 % Within N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A Priority C - 24hour Emergency (95%) Total 1691 1562 1114 896 1351 1287 1571 1782 1979 2054 1847 1937 % Within 99.35% 99.36% 99.73% 99.67% 99.70% 99.77% 99.05% 99.44% 99.44% 99.17% 99.46% 99.28% Priority D - Capital Boiler renewals (95%) Total 75 75 72 62 60 55 75 49 68 56 58 75 % Within 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 98.21% 98.28% 98.67% Priority B - 2 hr Emergency within working hours (95%) Total 42 54 52 76 78 80 56 97 86 19 21 18 % Within 100.00% 100.00% 100.00% 100.00% 100.00% 98.75% 98.21% 100.00% 98.84% 100.00% 100.00% 100.00% Priority F - 2 hr Emergency outwith working hours (95%)) Total 4 10 5 5 8 8 10 11 8 3 1 3 % Within 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% Adaptations - 40 Days (95%) Total 2 1 3 10 4 5 4 2 0 5 6 8 % Within 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% N/A 100.00% 100.00% 100.00%
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Appendix 3 – Average timescales for housing emergency and non-emergency jobs Housing Emergency Repair Timescales – 2022/23 (All contractors) April May June July August September October November December January February March YTD Total Time Taken 6606:00:06 10351:42:04 7708:12:02 6623:05:03 8074:33:09 8269:07:00 8482:20:42 7961:08:58 64076:09:04 Total Jobs 2087 2303 2260 2202 2514 2377 2631 2476 18850 Average Timescale 3:09:55 4:29:42 3:24:39 3:00:28 3:12:43 3:28:44 3:13:26 3:12:55 3:23:57 Housing Non-Emergency Repair Timescales – 2022/23 (All contractors) April May June July August September October November December January February March YTD No. Of Non Emergency Repairs 6462 6413 6607 5259 6724 6481 7214 8224 53384 Total Number of Days Taken 48642 43119 45847 44211 48656 43097 44930 47411 365913 Average Length of Time Taken 7.53 6.72 6.94 8.41 7.24 6.65 6.23 5.76 6.85
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Housing Emergency Repair Timescales – 2022/23 (Saltire only) April May June July August September October November December January February March YTD Total Time Taken 25:51:17 17:05:37 23:27:48 19:09:57 9:54:33 55:16:06 63:59:16 29:41:25 244:25:59 Total Jobs 15 9 9 8 5 19 19 14 98 Average Timescale 1:43:25 1:53:57 2:36:25 2:23:45 1:58:55 2:54:32 3:22:04 2:07:15 2:29:39 Housing Non-Emergency Repair Timescales – 2022/23 (Saltire only) April May June July August September October November December January February March YTD No. Of Non Emergency Repairs 2632 2401 2590 1607 2383 2420 3003 3967 21003 Total Number of Days Taken 2388 2291 2076 1765 1807 1771 2475 2655 17228 Average Length of Time Taken 0.91 0.95 0.80 1.10 0.76 0.73 0.82 0.67 0.82