Introduction
Castle Point Borough Council ("the Council") have designed a Council Housing Contract Management Policy. The council is committed to provide good quality homes and recognises that effective contract management is highly important in achieving this commitment.
Effective contract management
It is vital the Council effectively manages all contracts that it is responsible for. The contracts that are in place to repair and maintain the Council’s homes and communal areas. The Council knows that there is a strong correlation with how well a home is maintained and the residents’ satisfaction with the landlord.
Meaningful resident engagement
The Council intends to involve residents in the oversight and communication processes of contracts that affect them.
Contract summaries will be shared with affected residents as part of the contract mobilisation process for planned maintenance contracts.
Performance data will be shared quarterly on the Council’s website, and in detail with engaged residents at the formal resident meetings that provide resident scrutiny and oversight.
Satisfaction surveys
The contractors the Council employees are expected to conduct satisfaction surveys every time they carry out a repair or service in our tenants’ homes. The information this provides will be used in the monthly (or more frequent) contract monitoring meetings the Council has with its contractors.
How do you deal with poor performance?
Where there is poor supplier performance, the Contract Manager will be responsible for:
- understanding the cause of the poor performance and discussing this with the contractor to resolve the issue
- applying the contract terms in an appropriate manner to improve any performance issues
- using any escalation process in the contract to improve and sustain performance
- gathering evidence of the poor performance to use in enforcement action
- ensuring an appropriate contingency plan is in place in case the supplier’s contract is terminated