27.11.2000 "SERCO MUST PULL ITS SOCKS UP" - Edward Davey Local MP calls for an urgent review of all of Kingston’s Building Maintenance Contractor’s operations. Following an increase in complaints about the performance of Serco the Council’s contractor for building maintenance by local residents, Edward Davey MP has called for an urgent review of their performance. Having recently attended a number of residents meetings and school visits, teachers and residents have expressed a series of concerns that the contractor is simply failing to provide a reasonable level of service. In response to these, Edward Davey has written to the Chief Executive of Kingston Council to highlight his concerns. Commenting on the problems, Edward Davey said, "After recent residents meetings and tours of local council estates, it is clear that Serco is simply not providing the quality of service that residents should expect. "Many have told me that they have lost faith in Serco and are desperate for another company to carry out and oversee maintenance work." "I hope the Managing Director of Serco will now agree to meet me to outline how he intends to ensure these services are improved." "The Council should formally investigate the many complaints about this contractor. Kingston Council must enforce its contracts thoroughly to get best value for local people." Copy of letter to Chief Executive, Kingston Council Bruce McDonald November 2000 I wish to express my many concerns relating to the poor quality of services provided by the Council’s buildings maintenance contractor Serco. In recent months, I have been in regular contact with many of the residents and residents’ representatives who live in council maintained buildings as well as with teachers and governors who also depend on Serco. Many of the problems reported by residents and headteachers appear to relate to the poor quality of services provided by this contractor. It appears to have become standard practice for residents to have to report problems repeatedly before a problem is reviewed and the subsequent maintenance then undertaken. Furthermore, when contractors finally attend to these problems, the repairs appear to be slip shod, often only lasting a short period of time before the problems reappear. The reoccurring message I keep receiving from tenants and leaseholders alike is that, due to these ongoing problems, they have ‘lost faith’ in Serco and are anxious to see them replaced. Of course, it would be unwise to jump to a premature judgement as to whether Serco alone is to blame. Perhaps there are internal Kingston Council processes that also need reforms. However, the weight of evidence I have seen do give considerable concern about Serco. I am aware that there is currently a best value review into the Repairs & Maintenance and as a result I would appreciate it if my concerns could be fed into this process. I am also aware that some individual projects overseen by this contractor have been reviewed; however, I firmly believe that it has reached a point where all their operations must now be investigated. I trust that any review will look at how Serco have performed against contractual obligations, and take firm action where performance has fallen short. Finally, I have attached a list of recent project difficulties caused by Serco and also some ‘real life’ cases which I have recently dealt with. I look forward to hearing how these concerns will be addressed. I myself will be seeking my own meeting with the Managing Director of Serco to seek an explanation. Yours sincerely
Edward Davey MP
A list of the problems arising from projects managed by Serco:
I understand that it is possible that Serco will not finish undertaking all the work associated with the capital project in good time and therefore many of the tasks have been sent to other companies Residents complaints Generally, they are not meeting appointments arranged by residents to inspect problems; furthermore the surveys undertaken are frequently incorrect or substandard. Recent cases:
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