DRAFT Service Level Agreement. Waste and Recycling Service

Transcription

1 DRAFT Service Level Agreement Waste and Recycling Service

2 Document Record Version No. Date Summary of Changes since Last Version /12/2015 First draft for review n.b. version numbering should start at 0.1 then 0.2, 0.3 etc when amendments are being made to a draft document and the status should be draft. Once approved the version should be 1.0, then 1.1 with amendments. Circulation list address Andrew Baker (A,R) Natasha Epstein (A,R) Melanie Gadd (R) (R) (R) (R) n.b. (A) indicates Approver; (R) indicates Reviewer. ii

3 Contents 1. Objectives of the Agreement Parties to the Agreement Scope of the Agreement Objectives of the Services Business Continuity Planning. Error! Bookmark not defined.error! Bookmark not defined. 6. Service Specification Safe Working Depot Vehicles and other Assets Performance Monitoring and Information Client Side Arrangements Pricing Complaints Procedure Review and Variation Dispute Resolution Termination Responsible Officers... 6 iii

4 WASTE AND RECYCLING SERVICE LEVEL AGREEMENT 1. Objectives of the Agreement 1.1 This Service Level Agreement describes the range of services to be delivered by Lampton 360 (the Company) on behalf of London Borough of Hounslow (the Council). 2. Parties to the Agreement 2.1 This Service Level Agreement is between of London Borough of Hounslow and Lampton Scope of the Agreement 3.1 This Service Level Agreement covers the following: The Specification Key Performance Indicators. Pricing Agreement Process Catalogue. Waste and Recycling Monitoring Monitoring/Default Procedures 3.2 These services shall be delivered within the administrative boundary of the London Borough of Hounslow, and includes the statutory waste collection duties of the Council. 3.3 The Service Level Agreement shall be subject to review on an annual basis (See Section 14). 4. Objectives of the Services 4.1 The Council s over-arching objectives for this Service Level Agreement are to ensure that it delivers an enhanced, continuously improving, sustainable, efficient, and effective system of delivering Waste and Recycling Services within the London borough of Hounslow. 1

5 4.2 Lampton 360 is required to meet the Council s statutory targets and responsibilities. 4.3 The delivery of the Services should be consistent with Council policy and the aims and objectives of the Council s strategy and its corporate and service priorities. 4.4 The delivery of the Services shall comply with all relevant legislation, and deliver the Council s statutory waste management obligations. 4.5 The Council s principal objectives for this Service Level Agreement are to: Fulfil the statutory obligations of the Council as the Waste Collection Authority (WCA) for the London Borough of Hounslow. Reduce total waste arisings. Deliver high quality Services in a way that is economically advantageous and offers value for money. Agree a Service where the Company is responsible for the day-to-day delivery of the Services and for meeting agreed service standards. Maximise levels of Recycling, Composting, Reuse and waste segregation and thereby significantly increase the diversion of active and biodegradable municipal waste from landfill. Ensure that waste is collected and managed efficiently. Manage the Services to reduce the carbon impacts. Ensure that residents experience significant improvement in the physical quality of their neighbourhoods Deliver the Services in a way that protects the Health and Safety of the public and the Company s employees. Achieve year-on-year increases in customer satisfaction. Utilise high quality information systems supporting effective service management and control. 5. Business Continuity Planning 5.1 The Company shall maintain a Business Continuity Plan that shall identify the risks to the delivery of the Services within this Service Level Agreement and identify procedures and plans that shall mitigate the identified risks. The Business Continuity Plan shall include but shall not be limited to: i. Exceptionally inclement weather (including exceptionally heavy snow conditions, flooding and high winds); ii. The loss of access to staff; 2

6 iii. iv. The loss of access to premises and delivery sites; Failure of technologies including vehicles and plant; v. Failure of the supply chain. 6. Service Specification 6.1 A detailed specification of the services is provided in The Specification. 7. Safe Working 7.1 The Company is responsible at all times for safe working. The Company shall ensure that its staff and plant (including vehicles) do not endanger members of the public or unnecessarily interrupt the free passage of vehicles and pedestrians. The Company shall ensure that in undertaking all operational duties in connection with the Services obstructions and delays to other road users, particularly on main thoroughfares, are kept to an absolute minimum. 7.2 Any damage to the adopted highway, plant, street furniture, private property, vehicles etc and any incident involving members of the general public resulting from the Company's operations or presence must be reported to the Authorised Officer as soon as is practicable (having complied with the Company s own internal reporting requirements) and in writing or by by the end of the operational day on which it occurred. 7.3 The Company shall not employ methods of service delivery that impair safe working practices, cause damage to private property or inconvenience to residents. 8. Depot 8.1 The council will provide a depot at Southall Lane Waste Depot for the operation of the collection services 8.2 The depot will remain the property of the council. The company shall be charged for the use of the depot 8.3 The terms of the lease/rental agreement will be set out separately by Hounslow Property Services 9. Vehicles and other Assets 9.1 Vehicles will initially be provided by the Council and will be maintained and serviced by Hounslow Fleet. 3

7 9.2 Vehicles will be owned by the council. The company shall be charged for the supply of these vehicles 9.3 The vehicle shall be maintained by Hounslow Fleet subject to a separate Service Level Agreement. 9.4 The council will provide a limited number of spare vehicles sufficient to ensure the provision of front-line vehicles during routine programmed maintenance and inspection 9.5 Vehicle damage caused by the Company and third parties shall be repaired by Hounslow Fleet at the Company s expense. The company shall be responsible for hiring replacement vehicles to cover any vehicle that has been damaged by the Company or a third party 10. Performance Monitoring and Information 10.1 The performance of the service shall be measured using the Key Performance Indicators An alternative view of these is set out in Monitoring/Default Procedures 10.3 The process of monitoring is set out in Waste and Recycling Contract Monitoring 11. Client Side Arrangements 11.1 The Council will undertake a commissioning role in relation to this Service Level Agreement. The Council will retain responsibility for the following: Policy and strategy for the services in scope. Customer contact for the services in scope. Decisions on service design including frequency of collection, receptacle design and provision. Public communications and customer satisfaction surveys. Enforcement policy and investigation. Emergency management including flood response. Statutory reporting to Central Government and other agencies. Taking and administering of customer payments for chargeable services. Etc. Etc. 12. Pricing 12.1 Details of the current pricing agreement in force are included in the Pricing Agreement. 4

8 12.2 Review and re-negotiation of the Pricing Agreement shall take place annually. Whereupon any requirement for a change to service which has an impact on price, or a requirement by the Council for the Company to reduce its annual service charge shall be discussed and a new pricing agreement shall be entered into The pricing of any Variation Order shall be negotiated between the Council and the Company before any changes take effect and the Pricing Agreement shall be changed as appropriate 12.4 Both parties have the right to re-negotiate the terms of this agreement in the event of changes in policy, the demand for services or in the specification required by the Council (See 14). 13. Complaints Procedure 13.1 Complaints received by the Company that are related to matters of policy shall be referred to the Responsible Officer for the Council or a nominated officer Complaints received by the Council that are related to service delivery will be referred to the Responsible Officer for the Company or a nominated member of staff for resolution and response All customer complaints shall be dealt with in accordance with the Council s complaints procedure. 14. Review and Variation 14.1 This agreement shall be reviewed annually in September in order that any variations can be adequately planned and budgeted for in time for the new financial year A requirement by the Council for the Company to vary the services provided under this Service Level Agreement (a Variation Order) shall under normal circumstances be made at the annual review as per Where a Variation Order is made outside of the annual review process, the Council shall use best endeavours to give the Company sufficient notice to make reasonable plans to alter service accordingly. 15. Dispute Resolution 15.1 Delivery of this agreement is dependent upon both partners meeting their obligations. Service provision and KPIs will be monitored at regular monthly (or four-weekly) meetings between the two parties Where there is a dispute relating to this agreement, including in relation to resource allocation, that cannot be resolved through normal liaison 5

9 arrangements, the matter shall be referred to the Council s CLT for resolution/guidance/advice. 16. Termination (To be determined) 17. Responsible Officers For London Borough of Hounslow: Lampton 360: Name Name Title Title Address 1 Address 1 Address 2 Address 2 Address 3 Address 3 Post Code Post Code Tel. Tel Signatures: London Borough of Hounslow: Lampton 360: Date: Date: 6