A representative from Solutions SK will attend the meeting to outline the reactive maintenance repair work (potholes and other defects on the highway) which is carried out by Solutions SK.
Minutes:
Stephen Morris, Managing Director Solutions SK, attended the meeting to outline the reactive maintenance repair work (potholes and other defects on the highway) which was carried out by Solutions SK. Mr Morris stated that the reactive maintenance repair work carried out by Solutions SK amounted to approximately 2,000 repairs a month. The jobs were submitted to Solutions SK from the Council via its Confirm system and then interface into Solutions SK’s SAP system. It was acknowledged that the interface between the two computer systems still required work carrying out on it so as to reduce the number of manual interventions. Although 2,295 jobs showed up on the Council’s SAP system for November, the same number would not show up on Stockport’s system.
Johanna Smith, Public Realm Manager, stated that the Council raised over 16,000 jobs per year for Solutions SK to repair and therefore the figure provided for November should not be assumed to be a typical month across a period of twelve months.
Mr Morris added that following the jobs submitted via the Confirm system, Solutions SK scope the work and then schedule it with regard to the timescales outlined in the Council’s Policy (2 hours, 48 hours, 28 days and 56 days). Most of the work was carried out by staff from Solutions SK. Solutions SK achieved 90% of the repairs within the timescales they were supposed to. This percentage had been significantly improved as a result of the joint working between Solutions SK and the Council.
Mr Morris clarified that there was no system for carrying out work to the same pothole. There were either permanent repairs to potholes or temporary repairs. There was also the situation where a temporary repair had been carried out and then one of the utility companies carried out work in the same area shortly afterwards.
The number of quality checks carried out had increased. The latest Council quality audit had been completed on 4 December 2015 for Quarter 2. Joint quality checks were also carried out between the client Officer and one of the supervisors from Solutions SK. The last annual client satisfaction survey had been carried out in May 2015. Self audits of work were also now carried out by Solutions SK with photographs taken before and after the work for a selection of repairs. Significant improvements had been made since the formation of the improvement group.
Of the 2,295 repairs carried out in November, there had been four queries with regard to the quality of the repairs from members of the public. The number of compliments far exceeded the number of complaints.
The following comments were made/issues raised:-
· A Member expressed concern about the number of times Solutions SK had to go back to a repair on certain occasions. She quoted an example where a repair had not lasted longer than three months and the edges had deteriorated first. She suspected that there was an under-reporting of the number of complaints.
· Sometimes when an inspector was inspecting a pothole, he or she may identify another defect which was about to occur. The same pothole may be reported from different sources and emergency repairs may be required.
· In response to an enquiry from a Member about what had happened to the repair technique that had been used in the 1990’s that sealed the edges of potholes, it was confirmed that the system was no longer in use nationally because of the fumes and method of heating the surface. More importantly the patching joints reflected through surface dressing requirements.
· A Member enquired whether a record had been kept of the number of times repairs had been carried out for safety reasons and then a utility company subsequently carried out work.
· It was imperative that the Council’s Highway Inspectors provided Solutions SK with the correct co-ordinates for a pothole prior to the permit for the job being issued.
· A Member raised an issue of a resident having two potholes on the highway outside their home and only one of them being repaired. This maybe because Solutions SK had only received an order for one pothole to be repaired. This was one of the reasons why photographs were taken before and after repairs were carried out.
· One of the major problems was that of public perception and members of the public believing that permanent repair was being carried when it was, in fact, a temporary or small scale patch repair. The issue of permanent repairs as opposed to temporary repairs was an issue.
· There was now increased accountability in the process. If an error had occurred it could now be traced, for example, whether it was the fault of the gang involved or the incorrect materials had been ordered. Unsatisfactory repairs were rectified as soon as possible.
· A Member enquired as to progress on improving the interface between the Council’s Confirm system and Solution SK’s SAP system. Although work was ongoing to make improvements to the interface between the two systems, the introduction of the SAP system by Solutions SK had improved the situation to a great extent.
· The current system of quality audits, which had started in the last six months, were a significant step forward, although it was too early to assess any trends which may be emerging. Currently approximately 2% of jobs were checked. The ultimate goal would be to reach a point where no checks were needed. The pride of the workforce in the job they were carrying out was of great importance.
· The Council was continually looking at alternative methods, processes and materials for carrying out the repairs to the potholes, both with colleagues in Greater Manchester and around the country.
· A significant percentage of the work associated with the Highway Investment Programme (HIP) was preventative and one of the principles behind the programme was that ward areas were targeted. Primarily this would be the long term engineering solution to repairs to potholes and other defects. The HIP programme was reviewed by the Executive portfolio holder following condition surveys carried out of the network over period of two years.
· In response to a Member’s question, it was felt that the situation had improved in relation to the quality of repairs since the annual satisfaction survey in May 2015. In addition, there had been an improvement especially in rectifying problems as a result of the improved liaison between Officers from the Council and Solutions SK.
· In response to a Member’s question, it was clarified that there could be significantly more cost as a result of accidents incurred by pedestrians on footways than as a result of damage to vehicles from potholes.
RESOLVED – That the Stephen Morris be thanked for his attendance and Members’ comments be considered further when consideration is given to the draft final report of the review.