O:Administration/Building Services/Electrical Team/Team Policies and Procedures/Customer Service Excellence Page 1 Repairs and Maintenance Standards Document This document sets out the main services provided by the Estates Services repairs and maintenance teams and the standards to which they are to be delivered. Written by: S. Pearson Checked by: I. Hughes Date: March 2016 Revision date: March 2017
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O:Administration/Building Services/Electrical Team/Team Policies and Procedures/Customer Service Excellence Page 1
Repairs and Maintenance Standards Document
This document sets out the main services provided by the Estates Services
repairs and maintenance teams and the standards to which they are to be
delivered.
Written by: S. Pearson
Checked by: I. Hughes
Date: March 2016
Revision date: March 2017
O:Administration/Building Services/Electrical Team/Team Policies and Procedures/Customer Service Excellence Page 2
1. Reason for revision
This is the first issue of this document.
2. Repairs and maintenance teams
Repairs and maintenance services are delivered by the following teams:
Conservation and buildings
Electrical
Mechanical
Controls
Direct labour organisation
The Direct Labour Organisation itself is split into a number of disciplines including, general building
operatives, mechanical fitters, plumbers, and electricians.
3. Repairs and maintenance Services
Maintenance work can be split into a number of different service offerings including:
Reactive maintenance – typically repairs carried out in response to breakdowns;
Planned preventative maintenance – periodic servicing carried out to a schedule;
Inspection and testing – typically driven by statutory requirements;
Planned works – high value replacement works at the end of life of the asset, and typically
informed by the condition survey.
4. Service Descriptions and Standards
4.1 Reactive Maintenance
Reactive maintenance is managed using the DLO Helpdesk (FacilityNet). Work is typically low value
(<£1k), involving the repair or replacement of fittings or repairs to small parts of systems or
buildings. Work is requested by ‘authorised requestors’ who have been trained in the operation of
Planon and there are numerous different response times depending on the nature of the fault and
the disruption to the customers department. The response times are set out in Planon and are
subject to change but only after consultation. Please see Appendix 4 for a full list of the response
times.
Reactive maintenance is carried out either by in house operatives and technicians or outsourced to a
small number of approved contractors.
Once reactive work is completed then a feedback form is automatically sent via Planon. The DLO
collate these feedback forms which are then reviewed by the DLO board. Staff and contractor
performance is measured and reported to the DLO board (see performance report on website).
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4.2 Planned Preventative Maintenance
Planned preventative maintenance is carried out either by in house operatives and technicians or
outsourced to approve contractors. Maintenance contracts for plant are typically managed by
engineers. The performance of contractors is periodically reviewed to ensure high standards of
delivery. Large contracts are subject to formal review meetings.
4.3 Inspection and Testing
Inspection and testing is typically driven by statutory requirements eg the Electricity at Work Act, L8
code of practice for the control of Legionella, Lifting Operations and Lifting Equipment regulations.
Testing of water systems is carried out by site based contractors. They will arrange access to
buildings and water systems directly with building managers. In the event of disruptive works being
required eg chlorination of water systems they will arrange these with the building manager at a
convenient time.
Fall arrest systems (Mansafe systems) are subject to annual inspections. These will be organised
with the building manager.
Testing and inspection of the fixed wiring system is a legal requirement under the Electricity at Work
act and carried out in accordance with British Standards (BS7671) and other guidance documents
which set out how the system should be tested. The detailed programme for the testing is organised
on a building by building basis. Testing is typically carried out every 5 to 6 years but other areas of
high risk or ‘historic’ buildings eg the Sheldonian and Old Bodleian are tested more frequently.
The primary reason for testing is to ensure that the electrical system is safe to operate i.e.:
There are no damaged cables or components;
The system is not over loaded;
Electrical protection is suitably connected.
Testing can be extremely disruptive as it involves both an invasive inspection of the wiring and major
components as well as isolating the power supply. The provisional programme for testing is
published five years in advance although it has to be recognised that it is subject to change. For
example, the period between testing may be reduced if significant problems are detected as part
remedial works. There may be delays to the programme if access to buildings is difficult and the
programme is delayed to suit the department’s requirements.
A minimum of 3 weeks before the proposed testing start date an Electrical Engineer will contact the
Building manager in the affected department to discuss the works. The Engineer will describe the
testing in detail and discuss any critical requirements that the department may have. It is our
expectation that the Building Manager will inform the relevant people in the department of the
planned works. In conjunction with the department, a programme will be produced broken down by
area of the testing to be carried out. As the testing progresses detailed arrangements for access and
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isolation will be made directly by the contractors with affected occupants in agreement with the
Building Manager. Contact details are kept on Planon.
For larger buildings (>5000 m2) or ones where the works are likely to exceed 20 weeks regular
review meetings are organised by the Engineer with the Department and the Electrical contractors.
The period of the review will be dependent on the complexity and duration of the works but is
typically every 6 to 10 weeks to suit the department.
Test and inspection results are monitored by uploading them on to the University’s comprehensive
database of all electrical assets. This confirms that all circuits are inspected and or tested and checks
they meet the national standards.
Once the work has been completed we seek feedback on our performance from the department to
identify how we can improve our service (please see Appendix 2).
4.4 Planned Works
Planned works covers the replacements of building services systems within buildings or significant
parts of buildings such as windows or roofs. They vary in value from approximately £5k to £500k the
costing being a function of the size and scope of the works. The works themselves span a number of
years. The programme of works is driven by a combination of the condition survey (an independent
survey of the condition of the elements of the entire Estate) and the results of the Inspection and
Testing programme and the feedback from surveyors and engineers, contractors and customers
themselves.
A three year rolling programme of works is produced which is published on the Estates Services
website. This programme is reviewed and approved by the Buildings and Estates Sub-committee
(BESC). Prior to the start of the academic year, a more detailed programme is produced for
approval by BESC. Once approved Administrators within affected departments are informed in
writing that maintenance works are planned. Contact details are kept on Planon. At this point
Administrators are free to contact Estates Services to negotiate the timing of the work to ensure the
minimum amount of disruption to their department.
A minimum of 3 weeks before the proposed start date an Engineer or surveyor will contact the
affected department to discuss the works. They will describe the works in detail and discuss any
critical requirements that the department may have. Design drawings and a programme will be
produced of the works to be carried out. The Building manager within the department will be given
opportunities to comment on the design and programme.
Where the works are likely to exceed 20 weeks regular review meetings are organised with the
department and the key contractors. The period of the review will be dependent on the complexity
and duration of the works but is typically every 6 to 10 weeks. Once the work has been completed
we seek feedback on our performance from the department to identify how we can improve our
services (see Appendix 2).
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Appendix 1 - Charges
The Direct Labour Organisation charges the following hourly rates for chargeable (ie non repair and maintenance work):
Service Rate
Mechanical/Plumbing/Building/Joinery £33.00/hour
Supervisors £38.00/hour
Please note: more complex works, such as bespoke joinery, please get in touch and we will provide a quote based on the above rates.
Appendix 2 - Standards and current performance
Timeliness Standards Target Current Comments
Calls to the DLO Helpdesk to be answered within 5 rings 90% 100% 358 calls (291 answered on first ring)
Calls to our teams to be answered within 5 rings 90% 100% Monitored through internal sampling
Emails to be responded to within 5 working days 90% 94% Monitored through internal sample
Planned Work Standards (monitored through feedback forms) Target = 8/10 positive responses
Target Current Comments
Ensure the customer has a clear understanding of the scope of the project 80% 100%
Understand and respond to customer concerns and comments 80% 83%
Clearly communicate the project programme 80% 83%
Clearly explain the design and all design developments 80% 83%
Ensure the design addresses the brief (or agree exceptions) 80% 83%
Ensure suitable and sufficient meetings throughout the project 80% 100%
Ensure the installed works deliver the brief and agreed changes 80% 100%
Ensure installation is of the correct quality 80% 83%
Ensure works are carried out on time 80% 100%
Minimise disruption to the department 80% 100%
Ensure suitable training at handover 80% 50% We have included handover training/demonstrations in the completion checklist
Avoid major snags after handover 80% 83%
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Appendix 3 - Standards for quality of customer service
These standards are based on positive responses to our annual customer survey. Full results of the survey can be found on our website.
Standard 2013 2014 2015 Target
for 2016 Comments
Ensure we are easy to contact 49% 70% 89% >90% Target = greater than 90% (9/10 customers)
Deliver timely services 46% 49% 63% 65%
Deliver a seamless service with other teams 46% 46% 53% 60%
Treat all customers fairly 65% 83% 96% >90% Target = greater than 90% (9/10 customers)
Ensure our staff are polite and friendly 65% 83% 94% >90% Target = greater than 90% (9/10 customers)
Consult customers to meet their needs 47% 56% 68% 70%
Ensure continued satisfaction with our service 48% 63% 75% 78%
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Appendix 4
Standard Work Orders for Reactive R&M Works. For performance data please see the Standards section of our website.
Code Description Priority Order group classification
STD_01218 (Accepted Quotation Check work order Group OK ) Carry out work as per quote By Arrangement Building
STD_00591 Air Conditioning - Fans, belts & motors - repair Within 4 weeks Heating & ventilation
STD_00107 Air Conditioning - Fixed Internal Service & Supply By Arrangement Heating & ventilation
STD_00028 Air Conditioning Leaking Within 2 working days Heating & ventilation
STD_00375 Air Handling Unit Estates - Faulty Within 4 weeks Chillers, Boilers & Plant
STD_00603 Air Handling Unit Estates - leaking Within 2 working days Chillers, Boilers & Plant
STD_01079 Air handling unit faulty - Critical environment Immediate Heating & ventilation
STD_00391 All services - Cap off Within 8 weeks Plumbing
STD_01094 Barriers & Bollards - repair (RA3)(2) Within 8 weeks Car parks and cycle sheds
STD_00585 Bath leaking Within 1 week Plumbing
STD_00554 Bath unblock Within 2 working days Plumbing
STD_00489 Boiler Fault Within 1 week Chillers, Boilers & Plant
STD_00031 Boiler Leaking Within 2 working days Chillers, Boilers & Plant
STD_00115 Book cases, shelves & display cases - repair Within 8 weeks Interior