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Traded services

Catering Services

1. What is the purpose of this document?
   1. The purpose of this document is to:
      1. describe the Catering Services that Calderdale Environmental Health Services offer to schools;
      2. provide information about the service providers and how the key personnel can be contacted;
      3. explain, in outline, the main terms of the service;
      4. give details of the services to be provided;
      5. identify the ways by which the service will be provided;
      6. identify level of service provision;
      7. describe service provider obligations and commitments;
      8. establish customer commitments;
      9. describe quality assurance systems and procedures for re-dress if things go wrong;
      10. describe charges and methods of payment.
   2. The purpose of this specification is to ensure that both provider and user are clear about the services to be offered and the ways the services will be delivered. This will help regulate the dealings between the users and the provider by setting out respective obligations relating to the performance and payment for the service.
2. Who are the service providers?
   1. The service provider is Calderdale Metropolitan Borough Council, Environmental Health Services.
   2. This service is available to all schools within the Metropolitan Borough of Calderdale under the terms and conditions detailed in a specific contract to be agreed between the client's representative and Environmental Health Services.
   3. If you have any questions about this service or would like further information, please contact:
      • Name
      • Lyn Plant, Catering Services Manager
      • Address
      • Environmental Health Services
        Northgate House
        Halifax HX1 1UN
      • E-mail
      • lyn.plant@calderdale.gov.uk
      • Telephone
      • 01422 392365
      • Fax
      • 01422 392369
3. Service Standards
   1. All core and traded services have agreed to the following principles to ensure that the customer receives a consistently high level of service. This service will:
      1. set standards;
      2. be open and provide full information, except that of a commercial nature;
      3. consult and involve;
      4. encourage access and the promotion of choice;
      5. treat all fairly;
      6. put things right when they go wrong;
      7. use resources effectively;
      8. innovate and improve;
      9. work with other providers;
      10. provide user satisfaction.
   2. The following paragraphs explain our service standards and what we are doing to improve them.
      1. Quality awards
         Environmental Health Services, of which Catering Services is a part, hold the Investors in People Award. In addition, under the heading of Safer Food, Better Business 'high scores on the doors' have been achieved. This indicates the level of compliance with food safety legislation and how well it is managed.  Catering Service's performance level ranges from good to very good in some units and excellent in many. Catering Services also have their own quality assurance system designed to ensure that high standards of service are maintained in every area of responsibility. Our management team make regular visits to inspect work performance. Part of our strategy is 'prevention is better than cure'. We train our people at every level both on formal courses and in their own work environment. We will provide a hassle free quality catering service upon which you can depend.
      2. Education expertise
         We have many years of experience within the school catering service. Our client list includes senior and primary schools. Every school day we are responsible for providing up to 8,000 meals. We employ in excess of 200 staff and have a turnover of £2 million plus per annum. We are able to provide a complete catering package to schools. If schools prefer a management service only this is also available as are one-off support arrangements to include emergencies.  We are able to provide assistance to schools in nutritional analysis of their menus and remedial steps if applicable.  This is required by legislation, and the service is included for schools purchasing the complete catering or management package.  Other schools are invited to request a quotation.
         
         Our catering service to schools does not stop at putting the meal on the plate. We know how important it is to reflect the school's own standards and values and build upon these as a base for continuous improvement.  The School Catering Service can play a huge part in influencing pupils' food choices and establishing eating habits, thus assisting with agendas for healthy life styles. We are pleased to complement and support school curriculum activities. We often do this by linking promotions to particular occasions that appeal to pupils, for example high profile sports events.  These promotions are designed to encourage healthy eating and lifestyle plus give reasons as to why this is important.  At the same time, the advertising material for the promotions serve as a vehicle for keeping parents informed of the school meals service and abreast of changes.  Bespoke promotions are also run in individual schools.  Promotions are very well received by the pupils.  They result in increased uptake of meals, which can be a source of additional income for schools.  We also make presentations to parents, pupils, governors and school councils.
         
         We will support schools in the provision of all food activities, eg school fruit scheme, cookery clubs etc.
         Our menus are designed to be popular with pupils incorporating favourite dishes and new ones to increase their experience of food.  The menus comply with the new government standards required for September 2006, September 2007 and September 2008. The Training and Development Programme ensures that our employees can deliver and exceed obligations. All of this, together with other performance indicators, has to be evidenced for Ofsted. We are in a strong position to be able to support schools in this area.
         
         We can provide work experience for pupils.  We are a registered training centre offering courses in certificated food safety, health and safety, government legislation and much more.  Details available on request.
         
      3. Qualified staff
         The catering managers are qualified to degree level. In addition they hold significant qualifications in teaching, food hygiene, nutrition and customer care. They have strong links with the Local Authority Catering Association (LACA) and are eligible for membership with the Higher Catering Institutional Management Association (HCIMA). The front line staff hold formal qualifications or achieve in-service recognition through training. They will be competent in:
         • kitchen, personal and food hygiene;
         • food preparation;
         • customer care.
         There is a performance and development review in place. Employees self assess then have the opportunity to discuss the matter with their area catering manager with a view to progressing in the Catering Service.
      4. Secure identification, CRB checks
         Catering Managers carry an identification card (including a photograph). They will report to the school office prior to attending to business in the kitchen and will produce the identification card . The manager will display the card, supplemented by the school's own if required, whilst on the school premises unless they are wearing catering uniforms. In this case the card will be displayed on request. Front line staff will wear a corporate uniform at all times whilst on duty. All staff in schools are subject to a CRB check. New employees to the service are required to have submitted a CRB application prior to commencement of employment. In respect of casual staff, the CRB application is initiated on their first day of employment. Whilst the checks are being undertaken, supervision procedures are in place.
      5. Responsiveness
         You can expect a response to any enquiries as follows:
         • telephone: 48 hours
         • e-mail: five working days
         • fax: two working days
         • letter: ten working days
      6. Courtesy
         You can expect us to be courteous and helpful at all times. When you write to us, telephone us, or visit our offices, the person you are in contact with will tell you his or her name and, where appropriate, telephone number.
      7. Properly equipped
         It is not part of the Service Level Agreement to supply the catering equipment. However, schools may be part of an arrangement whereby the catering service assumes this responsibility (refer to 9.5 of this document). Included in the Service Level Agreement are staff uniforms, cleaning materials and disposables required to provide the catering service. All of these supplies are included in risk assessment to ensure they are suitable for use in the catering industry. If transport is required in delivering the service, Calderdale Council's Transport Division is normally commissioned to undertake the work.  The cost of this is usually recharged to the school.
         Appropriate documentation is in place for accountability.
         Catering Managers are based in the centre of Halifax and each have a car to be able to reach customers without delay. The management team have access to IT equipment and systems to promote efficiency and effectiveness.
      8. Meets all statutory requirements
         The provision of Catering Services in a school fulfils the school's legal responsibility to 'provide free school meals and paid meals to pupils where parents require them'.
         Catering Services will ensure that menus will comply with the Government's food and nutritional standards. In addition, all legal obligations, rules and regulations relevant to the catering industry will be adhered to (refer to 8.6 of this document).
      9. Fully insured
         The service has public liability insurance.
4. Performance
   1. The following section shows our level of performance and how we have improved over time.
   2. The schools became responsible in August 2001 for purchasing their own Service Level Agreement for catering.
   3. Overall, those that chose Calderdale Catering Services have seen a steady increase in the number of customers staying for school meals. This has been calculated taking into account that some numbers on roll have fallen.
   4. Some schools that opted out of Calderdale Catering Services have returned and others have expressed an interest in returning.
   5. Our regular promotions produce an average increase in the number of pupils staying for school meals in the order of five per cent.
   6. We are proud to have won, on two occasions, the Local Authority Caterers Association award for marketing events.
   7. Our marketing activities raise awareness of the service, in particular the benefits of healthy eating and exercise.  They also serve as an information source for parents.
   8. Menus have always been nutritionally balanced and in line with Healthy Eating principles.  However, the Government now dictates food and nutritional standards, our analysis proves we are achieving them.
   9. There is an increased number of our school based Catering Staff achieving NVQs and Awards in Food Safety.
   10. A satisfaction survey produced a positive response. Quality, choice and range of meals together with catering staff and support arrangements were rated highly.
5. How long will a contract for this service last?
   1. The current contract for this service started on 1 April 2008 and will expire on 31 March 2010. The next contract will commence on 1 April 2010 and will be for two or three years. We will be delighted to provide a quotation for schools wishing to join the current and future contracts, midstream if they so wish.
   2. If the school terminates the contract before it should end, three months' notice is required and the school will pay a financial penalty. This penalty will be a minimum of the fixed costs that would have been payable should the contract have continued. In addition, should termination of the contract involve redundancy costs, these may be passed on to the school.
6. How can the contract for this service be changed?
   1. Changes to the contract may be requested by the client at any time. These changes may be requested due to differing circumstances, the changing needs of the customer and so on. The service provider will always try to accommodate changes, however this may result in additional charges.
7. What services will be provided?
   1. On-site catering staff to produce and serve meals.  If only reception kitchen facilities are available, on-site staff will only serve meals in these units.  The staff will be provided with uniforms, training, CRB checks, medical clearance and miscellaneous, eg first aid supplies.
   2. A two course choice menu at school lunchtime to include vegetarian options.  We will always try to provide special diets on request and will take all reasonable precautions in doing so.  However, the safety of them cannot be guaranteed as there are external influences that cannot be controlled.  In addition, it cannot be guaranteed that ingredients in any meals provided by Calderdale Catering Services are nut free. Halal meals are available but, as with special diets, there may be an extra charge for them.
   3. Menus will be designed, taking into account customer likes and dislikes, together with seasons and other influencing factors.  They will meet legislation on Government standards. They will be nutritionally analysed.
   4. Day-to-day cleaning of the kitchen used in the provision of the service to food hygiene standards.  Deep cleaning, eg walls, ceilings, high-level areas, lights, fans, canopies, will not be included but this service can be arranged separately by Catering Services.
   5. Setting up of the dining area where appropriate, to include provision for pupils bringing food from home.  Clearing and cleaning the dining area to a specification on request.
   6. The disposal of waste food (unless there is a waste disposal unit in the kitchen) generated in the provision of the Catering Service.
   7. Transportation of meals to reception kitchens is an optional extra.
   8. The services below are available but not included in the Service Level Agreement.  We will be pleased to provide details and competitive quotations on request.
      • Advice on kitchen refurbishment, equipment and a complete kitchen planning service.  Charges made may be reimbursed if an existing Catering Services contract is extended or a new contract set up.
      • Clearing/restoring kitchens in respect of cleaning, setting up work stations, stocking storerooms etc after alterations/refurbishments.
      • Catering for breakfast, mid morning, school trips, out of school clubs, special occasions: business and private.
   9. Service Level Agreements can be drawn up to any specification to cope with most circumstances.  This includes catering management/advice/training on regular or one-off occasions.
8. How will the service be provided?
   1. The services are provided by a dedicated workforce of employees who are qualified or trained commensurate with their duties.
   2. A school meal will be provided as per the number ordered every day during term time.
   3. An example of the menu to be provided will be outlined in a detailed Service Level Agreement. Schools may make special requests.
   4. We will always endeavour to make the necessary arrangements for service continuity in emergency or problem situations. There may be additional charges for this.
   5. All legal obligations, rules and regulations in respect of the following will be adhered to:
      • Food Hygiene
      • Health and Safety
      • Duty of Care
      • Due Diligence
      • Accounting Procedures
      • Quality Assurance
      • Equal Opportunities
      • Equality and Diversity
      • Criminal Records Bureau
   6. We will operate in accordance with our Customer 1st Policy.
   7. At the best possible price by utilising efficient working methods, securing best value from suppliers and claiming appropriate grants.
   8. The Catering Service will provide an effective, professional advisory service on all catering related matters.
   9. School queries will be referred to and dealt with by the right person speedily and effectively. Access to the service will always be available via a central helpline.
   10. Catering managers will visit schools when required to organise, advise upon and monitor the service. Requests for visits to schools will always be accommodated where possible.
   11. Catering managers will ensure absolute confidentiality in its relationships and dealings with schools.
9. What do the suppliers expect of me as a customer?
   1. To make available, free of charge, for the provision of the service, kitchen premises including the use of water, gas, electricity and telephone. A sanibin may also be required.
   2. The customer will retain responsibility for all landlord repairs to kitchen and dining areas and the provision of services (water, gas, electricity, telephone and sanibin) including all the necessary pipework, cabling and so on.
   3. The customer is responsible for ensuring the kitchen and dining areas comply with all current and future Food Hygiene and Health and Safety Regulations including keeping them pest free.
   4. To supply, service and maintain all heavy (ovens, deep fat fryers, hot cupboards and so on) and light (cooking tins, crockery, cutlery, rolling pins and so on) equipment thus enabling the service as per the Service Level Agreement to be provided safely and efficiently as determined by the Catering Services Manager. If a fridge or a freezer breaks down the school will be charged for the loss of any food. The customer will also be required to supply, service and maintain all heavy and light equipment required to meet standards as determined by the government, deemed as modernisation for the purpose of this document. In addition, to supply, service and maintain all dining furniture required to provide the service so it does not exceed the authorised lunch break.
   5. The Catering Service currently assumes the above responsibility (9.4) (with minor exceptions and modernisation) for some schools at an additional cost to the Service Level Agreement. In order for it to be viable a significant number of schools have to be part of the arrangement. Therefore each contract period, schools will be asked if they wish to be part of it.
   6. To provide within the kitchen premises suitable lockable storage for food, cleaning and disposable stocks (two separate areas are required).  These storage areas must not be accessible to the school, only for emergency purposes.  For security reasons we would ask for the names of keyholders.  Catering Services requires two sets of keys for lockable areas to be provided by the school free of charge.  Should Catering Services lose the keys or have them stolen, they will be responsible for replacement keys and locks. Any alarm systems will need to be turned off to facilitate catering staff entry to the premises which will be at a time determined by the Catering Services Manager, usually no earlier than 8.00 am.
   7. To dispose of waste generated by the Catering Service in the course of meal production and provision. The exception is food waste from schools where there is not a waste disposal unit in the kitchen. Catering Services will make arrangements to dispose of this waste. In schools receiving transported meals there may be an extra charge for this service. The charge will only apply for removal of the waste generated at the end of each operational week, for example on Fridays or at the end of term. This service is optional. Some schools choose to put this waste food into their school bin. The removal of waste food generated on Monday to Thursday inclusive is included in the Service Level Agreement price unless the day is the last day before a school holiday. Schools with waste disposal units will be expected to replace or repair them as necessary.
   8. To communicate to the Cook in Charge of the kitchen from which the meals are provided before 10 am each day the number of meals required. This will be considered as number of meals ordered. You will be charged for meals ordered. Should this information not be communicated to the cook in charge each day before 10 am, then the meals provided will be charged for.
   9. The school will inform the Catering Service at least 48 hours in advance of any alterations to the school which may impact on the catering service, eg length of lunchtime, school closures, school outings, building works and so on.
   10. The school will ensure all necessary documentation relating to school meals is completed and sent to the Catering Services on a weekly basis.
   11. Requests for variations and additions to the service to be made to the Catering Service Manager or the Area Catering Manager. There may be a charge for variations and additions.
   12. If the kitchen or dining area is used for alternate purposes the school is responsible for ensuring that it is left in the same condition as it was found. If any items are used such as food stocks, cleaning materials to include paper towels and toiletries, the cost of these will be recovered from the school.  If other staff employed by the school work alongside Catering Services staff, for example to prepare breakfast club, these arrangements must be discussed with the Catering Services Manager in advance to ensure Catering Services' procedures in respect of Health and Safety and efficiency are not contravened. If a fridge or freezer is turned off by anyone not connected to Catering Services, the school will be charged for the loss of any food.
   13. Safe unrestricted vehicular access must be available for our suppliers and service providers. Also, entrance to and exit from the kitchen premises must comply with Health and Safety regulations and adaptations made if necessary.
   14. To provide sufficient supervision of customers so as to ensure Health and Safety and preserve order.
   15. To respect and support our policies (eg special diets, health and safety) to ensure the health and safety of our customers, suppliers and school personnel.
10. How can I be sure of a high quality service?
    1. It is the primary function of the Catering Service to provide a quality service and it is the responsibility of employees at all levels to ensure the service standard is achieved at all times.
    2. All catering personnel are trained. In addition, there is a strong communication system in place to ensure information is relayed to employees swiftly and accurately therefore ensuring prompt attention to all matters.
    3. The school based catering personnel will have support and advice from a professional management team who are also responsible for monitoring the performance and standards of service and staff.
    4. All school based catering personnel will operate to relevant manuals and procedures in order to carry out their duties effectively, competently and safely.
    5. We are a proactive service and try to prevent problems occurring in the first place but, if they do, the Area Catering Manager will respond promptly to ensure a quick resolution.
    6. All supplies are purchased in accordance with strict specifications.
    7. All contractors to the Catering Service have to adhere to codes of practice.
    8. The customer will receive a service that is continuously under review that meets the needs of the customer and provides value for money.
    9. The School Catering Service is now included in Ofsted inspections.
11. Who do I contact if things go wrong?
    1. Any concerns or complaints about the level or quality of service should be made in the first instance to the Area Catering manager responsible for the school.
       Each school will have a nominated Catering Manager and will be informed of that person.
       The Catering Manager will be one of the following three people: 
       • Name
       • Karen Evans, Area Catering Manager
       • Address
       • Catering Services
         Northgate House
         Halifax HX1 1UN
       • E-mail
       • k.evans@calderdale.gov.uk
       • Telephone
       • 01422 392363
       • Fax
       • 01422 392369
       • Name
       • Lisa Van Gestel, Area Catering Manager
       • Address
       • Catering Services
         Northgate House
         Halifax HX1 1UN
       • E-mail
       • lisa,vangestel@calderdale.gov.uk
       • Telephone
       • 01422 392364
       • Fax
       • 01422 392369
       • Name
       • Sarah Angus, Area Catering Manager
       • Address
       • Catering Services
         Northgate House
         Halifax HX1 1UN
       • E-mail
       • sarah.angus@calderdale.gov.uk
       • Telephone
       • 01422 392366
       • Fax
       • 01422 392369
    2. If the issue is not resolved, you should contact:
       • Name
       • Lyn Plant, Catering Services Manager
       • Address
       • Northgate House
         Halifax HX1 1UN
       • E-mail
       • lyn.plant@calderdale.gov.uk
       • Telephone
       • 01422 392365
       • Fax
       • 01422 392369
    3. Should the customer continue to be aggrieved, then they must notify in writing or by e-mail:
       • Name
       • Peter Ramsdale, Head of Environmental Health Services
       • Address
       • Environmental Health Services
         Northgate House
         Northgate
         Halifax HX1 1UN
       • E-mail
       • peter.ramsdale@calderdale.gov.uk
       • Telephone
       • 01422 392301
       • Fax
       • 01422 392399
    4. If the issue cannot be resolved, you may wish to invoke the Council's Complaints procedure .
12. What is the basis of the service price and what will the service cost?
    1. There is a fixed sum per annum and a marginal amount per meal ordered. The fixed sum varies from school to school depending upon many factors. The marginal amount per meal is generally the same, that is 99p in a primary school that has a production kitchen and 93p in a primary school that has a reception kitchen. Senior schools vary, an example being £1.12 per meal. Taking into consideration the fixed sum and marginal amount the overall charge for a meal can be as little as £1.87.
       If schools prefer to have a management service only rather than a complete catering package the marginal amount per meal would not apply. Quotations for both types of service are available on request, as are quotations for one-off arrangements.
       Schools requiring transportation of the meals are charged for this element.
    2. The figures for individual schools are included in the detailed Service Level Agreement.
    3. The charges are provided for the duration of the contract prior to it commencing except in very unusual circumstances, eg a school requiring a service without any, or little, notice.
13. How will I be charged?
    1. After the end of each calendar month a statement of account will be sent to the school.
    2. Payment will be due on receipt of invoice three times per year in accordance with the following:
       • For the Autumn term: Payment is due at the end of January
       • For the Spring term (up to and including 31 March): Payment due at the end of April.
       • From 1 April, including Summer term: Payment is due at the end of September.

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