Barnet is freezing…..and it looks like there could be some disruption to services of the rest of the week.

Staff should keep an eye on the council web site http://www.barnet.gov.uk/highlights.htm

We are getting lots of calls about getting in to work. Staff should make sure they ring their line manager if they are experiencing problems.

Last September the council agreed in September 2009 an Emergency Civil Emergency Plan which you can download on the council web site here

http://committeepapers.barnet.gov.uk/democracy/meetings/meetingdetail.asp?meetingid=5286

or here

 

Customer ‘don’t care’ Services

 

Aaaaaarghhhhh…….over the break I had the please of dealing with a private sector organisation as my phone line went dead before Christmas.  I am really, really sensitive about customer services now particularly as it is something Future Shape has identified as some thing that needs to be  improving.

We are being told we need to compare ourselves with the private sector as they set the new standards……I can’t speak for anyone else but I have not been impressed by customer services for some of the biggest providers in particular, the public utilities that used to be under public ownership but have now been sold off to large multi national companies based outside the UK.

I had to ring a 0845 number with my mobile, which concerned me and I had to make several calls all of which ended up in me hanging u p because I was going mad listening to the background music! 

I am sure this is familiar experience for many of you:

Press 1 for ……….

Press 2 for…………….

Press 3 for …………….

Press 4 for…………….

Thank you, in order to help us (?) help you please choose from the following

Press 1 for ……….

Press 2 for …………..

Press 3 for ………………………..

Thank you, we really want to help you, but first can you check you have done the following,

To help us (?) help you please choose from the following

Press 1 for …….

Press 2 for……

Press 3 for……

Or hold and a customer services operator will deal with you shortly……

Next you hear these dreaded words…

“We are experiencing high volume of calls and waiting times could be up to 30 minutes………in the meanwhile…….why not listen to some music while you wait….”

To listen to classical music Press1

To listen to jazz music Press 2

To listen to drum & bass music Press 3

To listen to easy listening music Press 4 

I eventually spoke to a real human being after choosing the option I was interested in purchasing their service (a potential new customer). 

Two visits from an engineer later I now have my phone back and a promise that I will not be paying for my phone for the next two months. I also took the opportunity to provide feedback on their customer services. I pointed out that all I want is a number to ring. I want someone to pick up the phone and sort my problems out. I added that I don’t want or like pushing option buttons and to be honest I have not met anyone who thinks this is good idea. My question is what customer feedback determined this is what we wanted? I have never been asked if I want this sort of customer service and that is for all services I pay for in the private sector. 

I ask this question knowing that this year will see the creation of a Customer Service Organisation see page 99 of the Future Shape Cabinet report

http://committeepapers.barnet.gov.uk/democracy/reports/reportdetail.asp?ReportID=8580

I have been asked by council staff

“Which services or staff will be going into this Organisation?”

I don’t know. I am expecting a meeting to be arranged to discuss sometime soon, but I would guess it could mean all staff who deal directly with customers/residents/citizens for their service. This obviously has implications not just for those staff but also for the service they leave.  

Lots and lots of questions which I hope we will be able to work through this year……………….

For those of you interested in this issue here are few links

1. Guardian

http://www.guardian.co.uk/commentisfree/2009/jul/07/steve-bundred-public-service

2. Video’s

http://www.thesystemsthinkingreview.co.uk/index.php?pg=18&backto=1&utwkstoryid=177

Do you need to outsource?

http://www.youtube.com/watch?v=558zb9ihT1E&feature=related

Downside of outsourcing

http://www.youtube.com/watch?v=FJa7ZMs7KSg&feature=related

 

To view Guide click here

Seasonal Greetings to all our readers.

Normal service will resume after the break………

Barnet Homes employ 18 people within the Sheltered Housing service both in the schemes and in Barnet House. If the judicial review is not successful then these members of staff will either be TUPE’d to whoever gets the bid for this provision or they will be made redundant.

Barnet Homes is currently cutting its workforce and year on year staff will be being made redundant. Because of this there are no positions available for redeployment. These members of staff represent a large number of our workforce.

Other providers of Sheltered Housing schemes are already looking at employing their own staff by funding allocated from Housing Benefit. This option is not available to Barnet Homes but as they already have a contract with LBB this service could be added to this and could be extended to include not only the schemes now covered but residents living in their own and private rented properties.

Barnet Homes currently manages a small bock of flats for Homes for Islington and has set up new business to Barnet residents not living in council property. This is run by Assist, our Lifeline Service.

If Barnet Homes do not have to bid for this service it will save unnecessary tendering and redundancy costs for our staff that will otherwise have to be met by LBB. This is not against procurement rules because Barnet Homes is owned by the council and they are the only shareholder.

Quality and Accountability

Staff have the expertise for the job, they are used to working with vulnerable people and working with our partners such as social services and housing.

They have the extra capacity to provide a good service. Barnet Homes has Councillors and residents on their Board it has to be more accountable because it is owned by LBB and has to report directly to them.

Workers know the area well and we are based in Barnet.

Costs

There will be a saving of the tendering costs and the costs of redundancy for the Sheltered Housing staff which will have to be provided by LBB. Most of the Sheltered Housing staff have worked for LBB and Barnet Homes for many years and costs for redundancy will be high. There will not be costs for setting up a SLA as this service can be added to the contract already in existence between Barnet Homes and LBB.

As part of our working with the community I can report that residents are marching on

30th November

For details click here 

7 December

A HISTORIC RALLY on behalf of Sheltered Housing residents who face warden cuts

Meet at TRAFALGAR SQUARE

Monday 7th of December at 3PM,

and march from there to 10 DOWNING STREET to hand in a NATIONAL PETITION at 4 PM.

It is a non-partisan event: members of ALL major political parties have been invited to join us in putting aside party divisions and thinking instead of the needs of Sheltered Housing residents throughout the country!

For more details go to their web site

http://www.shelteredhousinguk.com/

 

To view click here