Estates and Facilities

Service level agreement

between Building Maintenance Services and the Facilities Management Committee

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Contents
1.0 Service Delivery............................................................................. 5 2.0 Client obligations.........................................................................11 .0 !ey "erformance #ndicators........................................................1

$%&S#'( (%)T &%$#%* + ,-. 201/

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1.0 Service Delivery

1.1 "eriod of -greement
1.1.1 This agreement will r0n from 1 ,ay 201 0ntil 1 ,ay 201/1 or 0ntil terminated on months notice given by either party.

1.2 Description of Services

1.2.1 This Service 2evel -greement covers the provision of a b0ilding and engineering maintenance service for the 3niversity4s academic and related b0ilding stock and the related siteworks 5 infrastr0ct0re.

1.

6eneral Services
The ,aintenance Services Department will7 1. .1 "rovide office cover from 08.00 to 197 0 ,onday to :riday. "rovide o0t;of;ho0rs cover via the Sec0rity Control &oom at all other times. 1. .2 'perate a telephone <elp Desk d0ring the above office ho0rs. 1. . "rovide on;line <elp Desk facilities for fa0lt reporting =non; emergencies only>

1. ./ -llocate a 0ni?0e *&%( @ob n0mber to each maintenance re?0est and provide client feedback on @ob where available via *&%(;web

1. .5 Ae professional1 co0rteo0s and sensitive to the client4s needs at all times 1. .9 3ndertake maintenance works 0sing only approved meas0red termBspecialist contractors or the department4s direct labo0r organisation 1. .9 3ndertake maintenance works d0ring the above working ho0rs1 0nless otherwise agreed with A0ilding ,anagers or re?0ired for safe working 1. .C ,aintain record systems to doc0ment the maintenance works 0ndertaken on behalf of the 3niversity 1. .8 Charge costs on a monthly basis in accordance with the recharge rates c0rrent at the time of 0ndertaking the works 1. .D "0blish the c0rrent ho0rly recharge rates on the department4s web site 1. .10,onitor the ?0ality of work to ens0re compliance with c0rrent standards and legislation 1. .11,ake available to the 3niversity all necessary doc0mentationBcertificates relating to repairs of a stat0tory nat0re 1. .12Co;operate with A0ilding ,anagers to maintain the sec0rity of premises and property whilst 0ndertaking repairs. This will incl0de signing into b0ildings and signing for keys where re?0ired by A0ilding ,anagers 1. .1 2iaise with the A0ilding ,anagers1 where practicable1 before starting work and avoid 0ndertaking non emergency tasks d0ring sensitive

periods 1. .1/The A0ilding ,anagement team aims to comply f0lly with all relevant legislation. The <eads of ,aintenance 5 6ro0nds will maintain appropriate <5S ,anagement Systems1 which will be a0dited periodically. 1. .15 The A0ilding ,aintenance team will maintain accreditation 0nder the Contractors <ealth 5 Safety -ccreditation Scheme =C<-S> or e?0ivalent scheme as part of ass0rance meas0res for health 5 safety management.

1./ &eactive ,aintenance

Defined as un-planned repairs required to restore the building fabric, plant or equipment back to operational condition. 1./.2 "rovide emergency callo0t cover 2/ ho0rs per day1 95 days per year 1./. "rioritise reactive maintenance re?0ests 0sing the following defined and agreed criteria =see ,aintenance Services website for f0rther eEplanation of the criteria 0sed>7

&eactive "riority 1 =%mergency>

&esponse time within / ho0rs from iss0e Completion time within 28 ho0rs from iss0e

&eactive "riority 2 =3rgent>

&esponse time within 2 working days from iss0e Completion time within / working days from iss0e

&eactive "riority

=(on 0rgent>

&esponse time within C working days from iss0e Completion time within 1/ working days from iss0e

1.5 "lanned "reventative ,aintenance

Defined as planned routine maintenance, testing and inspection of building fabric and plant to prevent component failure and maintain them in an operational condition 1.5.2 Compile a planned preventative maintenance programme for periodic review and approval by the :acilities ,anagement Committee 1.5. 3ndertake the preventative maintenance programme in accordance with the agreed sched0les and scope 1.5./ 3ndertake preventative maintenance and stat0tory inspections on % 5 : managed facilities and e?0ipment in accordance with man0fact0rer4s instr0ctions and stat0tory re?0irements 0nless otherwise agreed 1.5.5 &eport identified instances of stat0tory non;compliance

affecting % 5 : managed facilities 5 e?0ipment to the Director of %states and :acilities ,anagement

1.9 2ong;term ,aintenance

Defined as larger planned repairs (typically over 5k) aimed at preventing deterioration of the building fabric and or to repair replace ma!or building components 1.9.2 ,aintain a 5;year rolling long;term maintenance programme1 which will be prioritised in accordance with agreed criteria 1.9.2 S0bmit the programme to the :acilities ,anagement Committee for approval in the s0mmer term prior to the start of the programme 1.9. "rovide the :acilities ,anagement Committee with ann0al feedback on the progress of the long;term maintenance programme 1.9./ "rovide the :acilities ,anagement Committee with ann0al feedback on the progress being made in 0pgrading the academic and related b0ilding stock to &#CS condition categories - 5 A 1.9./ 6ive one months notice to A0ilding ,anagers1 where practicable1 before starting long;term maintenance pro@ects

1.C -dditional Services

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1.C.1 "rovide approEimate estimates for c0stomer f0nded Fimprovement4 works. The first ho0r of ,aintenance Services time is free of chargeG additional ho0rs will be charged at p0blished ho0rly rates. %stimates will be delivered within a m0t0ally agreed period of time. 1.C.2 3ndertake Fminor improvement4 works to a m0t0ally agreed timetable. 1.C. "rovide technical advice on b0ilding and engineering services iss0es. The first ho0r of ,aintenance Services time is free of chargeG additional ho0rs will be charged at p0blished ho0rly rates.

1.8 H0eries1 Comments and Complaints

1.8.1 #ss0es of whatever nat0re arising from this Service 2evel -greement shall be s0b@ect to the following escalation process1 where necessary7 Stage 1 7 Stage 2 7 Stage 7 &eferred to the <elp DeskB"ro@ect ,anager &eferred to the nominated -cco0nt ,anager &eferred to the Director of :acilities ,anagement

2.0 Client obligations

The A0ilding ,anagers1 'cc0pants andBor :acilities ,anagement Committee will7

2.1 A0ilding occ0pant obligations

2.1.1 "rovide acc0rate and concise information to the <elpdesk1 incl0ding details of the location of the fa0lt1 the nat0re of the problem1 contact details1 the room availability1 any notice periods for access and details of any known haIards and risk assessments1 where appropriate 2.1.2 -llow access at any reasonable time to carry o0t the works1 incl0ding making arrangements to provide keys where necessary 2.1. Co;operate with ,aintenance Services staff and contractors as far as reasonably practicable1 to ens0re disr0ption is minimised 2.1./ #mmediately report any defects or haIards associated with the works to the <elp Desk =or1 o0t of normal working ho0rs1 to Sec0rity> 2.1.5 *here needed1 arrange for the attendance of a s0itable member of staff to act as a chaperone whilst maintenance work is being carried o0t

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2.1.9 "rovide feedback on performance and participate in client satisfaction s0rveys from time to time 2.1.C Co;operate with ,aintenance Services staff to maintain the sec0rity of premises and property whilst maintenance tasks are being 0ndertaken

2.2 :acilities ,anagement Committee obligations

2.2.1 &eview and approve the long term maintenance programme proposed by ,aintenance Services1 s0b@ect to the availability of f0nding 2.2.2 #ndicate clearly any b0dget or cost limit that applies to a long term maintenance pro@ect

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.0 !ey "erformance #ndicators

.1 ,onitoring and &eview
.1.1 ,aintenance Services will nominate an F-cco0nt ,anager4 to act as the key point of contact. Details will be provided on the ,aintenance Services website. This person will assist with monitoring and review of the S2- and will deal with problems that cannot be ro0tinely resolved by the relevant ,aintenance ,anager. .1.2 -n ann0al review meeting will be arranged by ,aintenance Services prior to renewal of the S2- to review service delivery and any iss0es arising. ,aintenance Services will iss0e an 0pdated S2- prior to renewal. .1. The client or the ,aintenance Services Department has the right to convene additional meetings sho0ld the need arise.

.2 !ey performance indicators

&eactive ,aintenance
.2.1 -ttend D8J of "riority 1 tasks within the target attend time .2.2 Complete 85J of "riority 1 tasks within the target completion time =s0b@ect to access1 parts and materials being available>

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.2.

-ttend 85J of "riority 2 tasks within the target attend time

.2./ Complete 80J of "riority 2 tasks within the target completion time =s0b@ect to access1 parts and materials being available> .2.5 -ttend 80J of "riority tasks within the target attend time .2.9 Complete C5J of "riority tasks within the target completion time =s0b@ect to access1 parts and materials being available>

"lanned "reventative ,aintenance

.2.C Complete 85J of planned preventative maintenance tasks within the target completion time =s0b@ect to access1 parts and materials being available>

2ong Term ,aintenance

.2.8 Specific key performance indicators andBor milestones to be agreed on a pro@ect;by;pro@ect basis

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/.0 -dditional #nformation

/.1 ,aintenance Services information
/.1.1 -dditional information relating to ,aintenance Services and this service level agreement may be fo0nd in the following locations7

,aintenance news
http7BBwww.fmd.reading.ac.0kB(ewsKandKeventsB

Contacts
http7BBwww.fmd.reading.ac.0kB:orK3niversityKstaffBA0ildingsKmaintenanceBCo ntactsB

<elpdesk
http7BBwww.fmd.reading.ac.0kB:orK3niversityKstaffB<elpdeskB

,aintenance @ob prioritisation

http7BBwww.fmd.reading.ac.0kB:orK3niversityKstaffBA0ildingsKmaintenanceB'0 rKprioritiesB

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Competency
http7BBwww.fmd.reading.ac.0kB"artnersKandKcontractorsB:orKcontractorsBcom petencyB

C0rrent recharge rates

http7BBwww.fmd.reading.ac.0kB(ewsKandKeventsB

"olicy 5 proced0res
http7BBwww.fmd.reading.ac.0kB:orK3niversityKstaffB"oliciesKandKproced0resB

,aintenance f0nding and responsibilities

#n general central b0dgets are available to f0nd the maintenance works described in this S2-. Schools and Directorates will be asked to f0nd works that constit0te an Fimprovement.4 :0rther information is available here7
http7BBwww.fmd.reading.ac.0kBdocsBmaintenanceB-reasKofK&esponsibility.pdf

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-pproved by the :acilities ,anagement Committee Date 5 ,ay 2012

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