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Traded services

Estates management

1. What is the purpose of this document?
   1. The purpose of this document is to
      1. describe the Land and Property Services that Calderdale Building Consultancy Service offers 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 entry details of the services to be provided;
      5. identify the ways by which the service will be provided;
      6. identity levels of service provision;
      7. describe service provider obligations and commitments;
      8. establish customer commitments;
      9. describe quality assurance systems and procedures for redress 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 user and the provider by setting out respective obligations relating to performance and payment for the services.
   3. The services provided by Land and Property Services will be school specific, therefore the detail of the service to be provided will be agreed for each individual request.
2. Who are the service providers?
   1. The service provider is Calderdale Metropolitan Borough Council, Building Consultancy, Land and Property Services.
   2. This service is available to all schools within the Metropolitan Borough of Calderdale under the terms and conditions detailed in the specific contract to be agreed between the client's representatives and Land and Property Service.
   3. If you have any questions about this service or would like further information, please contact:
      • Name
      • Elaine Wynne, Team Leader: Building Consultancy
      • Address
      • Land and Property Service
        Westgate House
        Westgate
        Halifax HX1 1PS
      • E-mail
      • elaine.wynne@calderdale.gov.uk
      • Telephone
      • 01422 392066
      • Fax
      • 01422 392059
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:
      1. set standards;
      2. be open and provide full information;
      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
         All work will be done by appropriately qualified staff within the procedures and policy of the service. The service is ISO 9001:2000 accredited.
      2. Education expertise
         Staff have experience in dealing with property related issues in respect of school premises having undertaken work previously, eg leasing of land/premises for out of school club activities and other purposes. Staff also have knowledge of the specific legal implications and requirements relating to disposal by way of lease or sale together with other property related issues.
      3. Qualified staff
         The services are provided by staff who are members of the Royal Institution of Chartered Surveyors, supported by appropriate technical staff. The service provider will ensure that the qualifications, expertise and training of staff are consistent with the work being undertaken. The service has achieved to Investors in People status and is committed to continual development of staff.
      4. Secure identification, CRB checks
         An appropriate officer will visit schools by appointment to discuss the service needs at the request of the school. All staff have identification badges which will be shown on arrival and be worn and, if possible, be visible whilst on school or associated premises.
      5. Responsiveness
         Non-urgent requests will be dealt with as follows:
         • telephone: 48 hours
         • e-mail: ten working days
         • fax: two working days
         • letter: ten working days
      6. Courtesy
         The customer will receive a courteous, helpful and professional response at all times from staff. Information will be provided regarding the name and contact number of the person dealing with the request or case. The customer will receive a prompt response to a request for a meeting commensurate with the nature and urgency of the request.
      7. Properly equipped
         Land and Property Services staff will be provided with the appropriate equipment required to undertake the service and will comply with the requirements of the Building Consultancy Health and Safety policies.
      8. Meets all statutory requirements
         Land and Property Services staff will comply with all security and internal policies or procedures whilst on the customer's premises.
      9. Fully insured
         All staff are covered by the Council's public liability insurance policy and have appropriate professional indemnity insurance to undertake the services to be provided.
4. Performance
   1. Neither the LAA Priority Indicators nor the 2008 National Indicators are relevant to the service provided.  The service has local performance indicators which are at a higher level than the service to be provided.
5. How long will a contract for this service last?
   1. Any contract for this service will run for three years from 1 April 2008 to 31 March 2011.
6. How can the contract for this service be changed?
   1. If circumstances beyond the control of the client or service provider require the agreement to be varied this will be in agreement with both the parties. The client or service provider may terminate the agreement by giving six months' notice in writing to the Land and Property Manager, Building Consultancy.
      • Name
      • Richard Makin, Land and Property Manager
      • Address
      • Westgate House
        Westgate
        Halifax HX1 1PS
      • E-mail
      • richard.makin@calderdale.gov.uk
      • Telephone
      • 01422 392065
      • Fax
      • 01422 392059
   2. Any variations to the service required will be agreed in writing between the school and the service provider.
7. What services will be provided?
   1. A range of professional services can be provided to meet client needs. The services available relating to all land and property issues include:
      • disposal by way of sale, lease or licence ofsurplus land and property;
      • acquisition by way of purchase or lease of land and property;
      • negotiation of wayleaves and easements;
      • administration of the negotiation of rating appeals (by consultants);
      • management and administration of leased land and property;
      • negotiation of lease renewals and rent reviews;
      • general valuation advice.
   2. These services can be selected by contacting:
      • Name
      • Elaine Wynne, Team Leader: Building Consultancy
      • Address
      • Land and Property Service
        Westgate House
        Westgate
        Halifax HX1 1PS
      • E-mail
      • elaine.wynne@calderdale.gov.uk
      • Telephone
      • 01422 392066
      • Fax
      • 01422 392059
8. How will the service be provided?
   1. In accordance with the Council's policies and procedures for the appropriate service.
   2. In accordance with the requirements of the Local Government Acts and other, appropriate, legislation.
   3. Some elements of the service are essentially reactive and the response time will depend in part on the level of demand at the time and the complexity of the requirement.
   4. Land and Property Services will ensure that school queries can be referred to and dealt with by the right person speedily and effectively.
   5. Where a school wishes to utilise the services of Land and Property Services, a written request will be required and an appropriate time scale agreed.
   6. In the event of a conflict of interest arising which prevents the Land and Property Service from acting on behalf of a school, the school will be informed immediately of the need to seek advice elsewhere.
9. What do the suppliers expect of me as a customer?
   1. Full instructions in writing detailing the service required and any restrictions to be imposed.
   2. Ensure that instructions are given sufficiently in advance of any date or time by which the advice is needed.
   3. Ensure that all information and assistance that is reasonably requested by the Land and Property Service is provided promptly.
   4. To ensure service delivery a contract confirming the fee to be paid and service to be provided must be signed.
   5. It will greatly assist in the provision of the service if each school can identify where the service provider can sign in to the school and who the nominated contact point is for that school.
   6. The client may be asked by the service provider to complete a questionnaire on completion of the work outlining the level of satisfaction with the performance of the service.
10. How can I be sure of a high quality service?
    1. Entry into the school or grounds will not be carried out without an appointment and not until the school has been made aware of the service provider's presence on site by signing in at the relevant point in the school.
    2. Where circumstances relating to a particular situation are exceptional, the service provider will agree with the client a date by which the matter will be dealt with.
    3. Responses to urgent requests, where feasible, will be made within two working days. It will be the responsibility of the school, in making the initial contact with the service provider, to explain the degree of urgency.
    4. The service will be provided in the following manner:
       • the customer will receive effective and professional advice at all times;
       • the customer will receive a prompt written or e-mail acknowledgement in response to written communication;
       • the customer will be kept fully informed of the progress of the service to be provided.
11. Who do I contact if things go wrong?
    1. Any concerns or complaints about the level or quality of service should firstly be made to:
       • Name
       • Richard Makin, Land and Property Manager
       • Address
       • Westgate House
         Westgate
         Halifax HX1 1PS
       • E-mail
       • richard.makin@calderdale.gov.uk
       • Telephone
       • 01422 392065
       • Fax
       • 01422 392059
    2. 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. The cost of the service will be individually estimated by the Land and Property Service based on the particular service required. The quotation will be agreed with the specific school before work commences.
    2. Work undertaken on the basis of an hourly rate will be charged as follows (2008/09 costs):
       • Team Leader £105 per hour
       • Surveyor £95 per hour
13. How will I be charged?
    1. By an invoice raised on completion of the work to the satisfaction of the client. Clients should pay invoices within 28 days of the date of the invoice, or raise queries with the service provider immediately.

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