mhs homes code of conduct

7/27/2019 mhs homes Code of Conduct

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Edition: 1 August 2012 1

Code of conduct for

repairs and voidscontractors


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Introduction

Code of Conduct for repairs and voids contractors

Mhs homes is committed to ensuring that it provides an excellentservice to its residents. We are also committed to high standards in

our dealings with our contractors, and the other companies withwhom we work in partnership. We want to develop long term,mutually beneficial working relationships.

This Code of Conduct sets out the standards that contractors willdeliver to mhs homes residents. Contractors and mhs directoperatives will comply with the terms set out in this Code ofConduct, , although not all are directly relevant.

The Director or person in charge of your company is required to

sign the acceptance form in annex 1 of this document to confirmthat your company and its employees have read the Code ofConduct and agree to abide by the terms. You are also asked tocomplete the ethnicity form in annex 2.

The terms are separated into two parts:

Part 1 relates to your company and its working relationship withmhs homes.

Part 2 relates to your employees who work within mhs homesproperties.

A breach of any of the terms of this Code of Conduct may result inthe contractor no longer receiving work from mhs homes.

Any questions on the Code of Conduct should be directed to mhshomes telephone 01634 354071.

Contact details for other parts of mhs homes are given in annex 3.


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Contents

Introduction

Part 1: Relationship with mhs homesExcellent service 5

Mhs homes promise to residents 5Selection of contractors 5

Construction skills 5Training 6

Criminal records bureau checks 6Equality and diversity 6

Sustainability 6Job instructions (responsive repairs and Voids) 7Completion of job instructions (responsive repairs and Voids) 7Work arrangements 7Materials and workmanship 8Health and safety 8Defects 9

Probity 9Data protection 9

Insurance 10Invoicing 10

Monitoring performance 10

Part 2: Working on mhs homes propertiesCustomer focus 13

Access to properties 13Approach to residents (including vulnerable residents) 14

Equality and diversity 14Foreign language translation 15Standards on site 15Health, safety and welfare 16Misbehaviour 17

Threats 17Resident complaints 17

Confidentiality 17Gas/electricity used 17

Leaving and finishing work 17Monitoring performance 18

Annex

1 mhs homes contacts 192 Acceptance of Code of Conduct for repairs and voids contractors 20

3 Ethnicity of workforce form 20


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PART 1:

Relationships with MHS

Homes


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Excellent ServiceContractors must be committed to providing an excellent service to

mhs homes and its residents, including meeting all the standards inthis document.

Contractors must be committed to the principle of continuousimprovement in their service. They must be ready to work with mhshomes to identify better ways of working which enhance the servicedelivery to residents.

mhshomes Service Guaranteemhs homes has developed with its residents the following ServiceGuarantee and we expect our contractors to ensure we deliver thepromises on our repairs service to customers:

Complete your repairs within target time and to acceptablestandards

Make and keep appointments for all repair work Show photo identification before entering your home Be courteous and polite Leave the area clean and tidy after completing the repair If they need to come back they will explain this before they

leave Contact 15% of customers by phone to ask you your views on

whether you were satisfied with the work and how our servicecan be improved for you.

mhs homes will carry out sample inspections to ensure thequality of completed work meets our expectations.

Selection of contractorsContractors working with mhs homesmust have an appropriate number ofstaff needed with the relevant skills,competence, experience and overall

ability to deliver an excellent service.For example, it is important that youremployees can speak English to enablethem to communicate clearly with mhsresidents (see Foreign Language

Translation Service). Before anycompany works with mhs homes checkswill be undertaken to ensure that the company has the resource andcapability to deliver the required service for mhs homes.

Construction skillsContractors will ensure that their employees hold the appropriatequalification to show that they are competent for the job and have anunderstanding of health and safety issues, for example theConstruction Skills Certification Scheme (CSCS) card. Skills Direct is

the quick and easy way to get qualified and get a card. Details are at

www.cskills.org/cardschemes


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TrainingContractors will ensure that their operatives have relevant up todate training in order that they are fully competent to deliver theirwork tasks. The training should include an understanding of goodcustomer service.

Criminal records bureau checksContractors are responsible for checking that their employees donot have an unsuitable background, particularly in relation toworking in properties which house vulnerable adults and children.mhs homes will inform you if your employees are required to workon an assignment that involves them being in regular contact withvulnerable adults and children, in which case you are required touse employees who have had a valid Criminal Records Bureaucheck. See www.crb.gov.uk for further information.

Equality and diversitymhs homes is committed to activelyengage with the diverse communities weserve and work within and to promotingequality and diversity in all of ouractivities. Specifically, we arecommitted to ensuring that everyonehas equal access to our services. mhs homes will work actively toprevent any discrimination in recruitment, employment and trainingand this applies to our approach towards employing contractors and

suppliers.

Contractors will ensure that recruitment is carried out in anon-discriminatory way and that they areworking towards employing staff who arerepresentative of the communities inwhich they work.

Contractors will ensure that theiremployees are committed to equal

opportunities and treat all mhs homesstaff and residents with equal respect

whatever a persons race, colour, ethnic or national origin, religion,sex, age, sexuality, HIV status, physical or mental disability, stateof health, appearance, marital status, family circumstances oroffending background. Contractors must accommodate, so far aspossible, any special needs of residents.


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SustainabilityContractors will ensure that they work in accordance with mhshomes commitment to environmental sustainability. This willinclude:

TransportThe use of low carbon emission vehicles wherever practicable andplanning of work to minimise travel distance.

WasteA reduction of waste on site and the recycling of materials whereverpossible.

Materials

The use of materials which involve the minimum environmental andsocial impact, wherever possible, e.g., recycled materials andForestry Stewardship Council approved woods.

EnergyInitiatives to improve the energy efficiency of their work activities.

MonitoringMaintaining appropriate information on the above activities toenable their performance to be monitored.

Job instructionsJob instructions (orders) are issued to contractors by email, fax orletter. Contractors must ensure that they can meet the completiondate deadlines for their works. If you need to rearrange theappointment to a different date, e.g. because of bad weatherconditions, you will call the resident and re-arrange it to a mutuallyconvenient time.

Failure to complete the work by the required date may trigger the

compensation provisions of the Right to Repair regulations. If itbecomes apparent during a site visit that additional work isrequired, the contractor may either proceed with the additionalwork up to an agreed variation level which has been authorised withmhs homes, or where the work exceeds the variation level, mustreport this to mhs homes And gain authorisation to complete theworks.

Consistent failure to complete works within the agreed time mayresult in a suspension of work orders from mhs homes.


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Completion of job instructionsContractors will inform mhs homes as soon as works have beencompleted. Contractors who fail to provide completion informationin a regular and timely manner may result in a suspension of worksorders from mhs homes.Invoices will be submitted promptly. mhs homes routinely samplesinvoices to ensure they reflect work undertaken. If mhs homessuspects that a contractor has committed fraud or attempted fraud,then we will undertake an investigation, and where appropriateinform the police, taking action against the contractor.

Work arrangementsContractors (including sub contractors) will provide their employees

with an identity card showing the name, address and telephonenumber of the main contractor company, and a photograph whichshould be displayed clearly.Employees will be presentable in their appearance with cleanoveralls and equipped with all necessary personal protectiveequipment. The company name and insignia will be displayed on allcompany vehicles.

Contractors are responsible for supplying andbearing the cost of all necessary plant,

scaffolding, staging, temporary covering,dust sheets, tarpaulin, disposable over-shoeprotectors, tools, equipment, transport,labour and materials for the proper executionof works. Contractors shall provide allnecessary and properly erected protection andscreening for the property, and any adjacent propertiesat all times.

Contractors will leave the site clean and tidy (see part 2)

Materials and workmanshipAll materials and workmanship used should be in accordance withthe appropriate British, European or International Standards(BS,EN, ISO). Where none is specified, the contractor must use themost suitable materials, plant and equipment which can bereasonably obtained. Also see sustainability.


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Health and SafetyContractors must conform with all relevant health and safetylegislation and standards, in particular to ensure the health andsafety of their own employees and mhs homes residents during thecourse of the work being undertaken. Contractors will need toensure:

That risk assessments have been undertaken and adequateprecautions taken, including first aid provision.

That their employees and mhs homes residents are providedwith the information and instructions needed to ensure healthand safety standards are maintained at all times.

That their employees are provided with training on health andsafety risks and precautions to take and particularly in relationto residents, children and other vulnerable people.

Contractors must maintain records to show

that their employees have received appropriateinformation, instruction and training on specifichealth and safety risks, e.g. to meet the dutyin regulation 10 of the Control of AsbestosRegulations 2006, and make their trainingrecords available on request at their regularmonitoring meetings with mhs homes.

Contractors should stop work immediately if they encounter anyhazards which they are unqualified or uncertain of addressing , e.g.,

asbestos, and should notify mhs homes of the problem directly.

Contractors must notify any accidents or near misses to mhshomes. Failure to do so may result in the contractor no longer

receiving work from mhs homes. Contractors mustalso inform the Health and Safety Executive of anynotifiable incidents. Contractors are responsible forraising any health and safety concerns with mhshomes at their regular meetings.

Defects

Without prejudice to other claims, the contractor will be expresslyresponsible for defects in either workmanship or materials suppliedand/or fixed for a minimum period of six months after date ofcompletion. The exceptions to this are works where a guarantee inexcess of six months may exist such as damp proofing or timbertreatment and works where a guarantee of a lesser period applies.The contractor shall be required to make good at their expense anydefects or faults which may appear within that period, including anydamage to an adjoining property. Where a written guarantee is tobe provided the contractor shall ensure that such guarantee is

provided to mhs homes at the time of practical completion of theworks.


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ProbityContractors are required to comply with the terms of the Bribery Act2010. Contractors will not lobby or canvas a Board member or anemployee of mhs homes in an endeavour to obtain work.

Contractors will not offer their services or undertake any work on aprivate basis for any employee of mhs homes.

Contractors will not offer gifts in kind to any employee of mhshomes. Any offers of hospitality or gifts at Christmas accepted bymhs homes will be recorded in mhs homes Hospitality Book.

Contractors are expected to bring to mhs homes attention anypossible conflicts of interest or breaches by mhs homes employeesof the probity rules.

Data protectionContractors are required to comply with the requirements of theData Protection Act 1998. To meet these duties. Contractors arerequired to maintain a duty of care when processing and storinginformation relating to mhs homes residents. Information relatingto mhs homes residents will:

Be held only for the purpose of delivering the specific servicethat mhs homes has contracted, for example to makeappointments with residents. It will not be used for any

unrelated purposes. Be adequate, relevant and not excessive in relation to the

purpose of delivering that service to mhs homes.

Be subject to appropriate security measures to guard againstloss or unauthorised access, for example being kept in alocked cabinet or encrypted if stored electronically.

Not be kept for longer than necessary, and disposed of in aconfidential manner.

Not be transferred outside the company without the expresspermission of mhs homes.

Contractors with access to mhs homes computer systemsmust comply with mhs homes ICT policy.


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InsuranceContractors will maintain adequate insurance, including adequateprotection for the safety of residents, occupiers and the generalpublic, and indemnify mhs homes against all injury and death to

persons and damage to property (minimum 5million). Where required, professionalindemnity insurance should not be less than 1million. When requested by mhs homes, thecontractor shall provide copies of theirinsurance policies or other such details forexamination.

InvoicingContractors will send all invoices to mhs homes Finance

Department. Payment will not be made unless the completeinformation is provided, including the correct job number,description of works and works completion date (also time ofcompletion for emergency repairs which must be completed within24 hours from the issue of the order).

Invoices submitted for work not done may entitle mhs homes tocease working with the contractor. mhs homes may take whateveraction is necessary and shall recover all losses suffered and costsincurred from the contractor.

Issues related to invoicing will form part of the standard agenda atthe regular performance monitoring meetings.

Monitoring performanceContractor performance will be continuously monitored by mhshomes. Meetings will take place on a regular basis to reviewperformance and will monitor: deadlines for completion of work;quality of work; complaints; key performance indicators; health andsafety and problems arising/areas for improvement.

The meetings will provide an opportunity for mhs homes andcontractors to discuss the operation of the contract and to developcontinuous improvement. The frequency may vary in line with thevolume of work being undertaken. Consistent poor performancemay result in the contractor no longer receiving works orders.


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Part 2:

Working on MHS

Homes Properties


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Customer focusYou will deliver a service and standard which meets the needs ofresidents. This will include:

Making and keeping appointments Notifying residents where unavoidable delays arise Communicate with residents about the work to their home in

a way that is clearly understood

Completing repairs to a high standard within the specifiedtarget time and within one visit wherever possible

Respecting the homes, contents and environment of residents Working with a friendly, helpful, considerate, informative and

professional approach

Respecting residents and their safety.Access to propertiesYou will make advance appointments before

visiting residents. The following appointmentslots must be offered:Morning between 08:30am - 13:00pmAfternoon between 12:00pm - 17.00pmSchool run between 10:00am 14.30pm

You will confirm that a resident (18 years and above seeparagraph below) will be present to provide access. You must notenter residents homes where the occupant is, or suspected to beunder 18 years of age and alone in the home. You will inform mhs

homes of this reason for failing to gain access by telephone on theday of the visit.

If you cannot obtain access, an mhs homes calling card will be leftinforming the tenant that the job will be closed and asking them tophone mhs homes if works are still required when a new work orderwill be raised. You will inform mhs homes with details (date andtime) of any failure to gain access.

If you are running late, you will notify the resident immediately. If

an appointment has to be rescheduled or cancelled for any reasonyou will notify the resident immediately, providing a minimum 24hours notice, and a new appointment will be arranged.

If the resident does not allow access to their home to complete theworks, you willnot argue with the resident but must notify mhs homesimmediately. You will not allow yourself to be drawn into anargument with the resident or retaliate when provoked You will notattend an occupied property where the resident or his

representative is not present.


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Approach to residents (including vulnerable residents)mhs homes recognises that many of our customers are vulnerable.We have a legal duty and are morally bound to act whenever andwherever we encounter or are informed of mistreatment orvulnerability.

Vulnerable adults include those over 18 who are receiving any formof health care, services provided due to age or disability, otherwelfare services, or require assistance in conducting their ownaffairs. Vulnerable children include those under 18. Vulnerabilitycan take many forms including: physical, sexual, emotional orfinancial abuse, neglect, discrimination, bullying or abduction.

mhs homes will notify contractors where residents have special

needs or vulnerabilities, or where there is a risk that a residentmight be aggressive and 2 persons might be required to attend ajob.

In any case, on your initial encounter with a resident, you shouldseek to identify if the resident has any special needs orvulnerabilities which need to be accounted for in delivering yourwork, e.g.

Elderly residents may have poor hearing or sight and you may need

to give extra time and effort to ensure that they are clear about thework being undertaken, and to ensure that their concerns andinterests are addressed.

Additional measures may be needed to secure the health and safetyof elderly residents or those with learning disabilities ( contractorsshould not assume that they can apply the same standards as in atypical family household).

Where contractors are concerned about a residents vulnerability

and are unsure how to proceed, they will contact mhs homes foradvice. (01634 565333)

Contractors must not put their own safety at risk. Any incidentaffecting contractors should be reported to mhs homes.


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Equality and diversityYou must ensure that the same quality of service is delivered fairlyto all residents, whatever a persons race, colour, ethnic or nationalorigin, religion, sex, age, sexuality, HIV status, physical or mentaldisability, state of health, appearance, marital status, familycircumstances or background.

You must respect the diverse nature of mhs homes residents. Youwill accommodate, so far as possible, any cultural or other particularviews or concerns of residents.

Foreign language translationWhere contractors encounter a resident who can not speak English,they can phone mhs homes translation service who will be able tocommunicate messages to the resident.

Standards on siteYou will always show your identity card upon greeting the residentprior to commencing work at the property.

You will inform residents of the expected duration of works and therooms or areas you are likely to work in. you will also informresidents if there is likely to be much movement of people andequipment in and out of the property.

You will maintain a friendly, helpful, considerate, informativeand professional approach at all times. Anger, rudeness andover-familiarity are not acceptable.

You will seek permission from the resident if a kitchen orbathroom is likely to be needed for any washing/cleaning.

You will carry out work with the minimum inconvenience tothe residents or the occupants of adjoining properties.

Lack of consideration such as causing excessive noise orleaving doors and windows open unnecessarily is notacceptable.

Doors to communal entrances will not be propped open. Visitors Books in sheltered schemes must be signed. At no time should radios etc be played in or around occupied

homes unless the resident has given prior consent.


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You will maintain a clean working environment. You must takeadequate precautions to protect the residents belongings andfurnishings. Items belonging to the resident such as chairs, tables,ladders etc, will not be used. Any damage caused will be theresponsibility of the contractor to rectify. The resident willconsulted prior to moving possessions, such as furniture andtelevisions. The resident will be asked to move breakable/valuableitems to a safe place including floor coverings where necessary.

Where you need to make or receive telephone calls, you will useyour own company mobile phone.

You will have respect for residents gardens, including trees, shrubsand local wildlife. You will avoid walking on flower beds or gardendisplays unless absolutely necessary for the works. You will nottrespass on adjoining properties. If it is necessary to carry out

works from adjoining properties, then proper notice should be givenand permission sought from the owner or occupant. Contractors willbe directly liable for any damage caused to such property.

If you have to leave the premises with work incomplete, before youleave, you will explain the reason to the resident and confirm thedate for your return to complete the works.

Smoking is not allowed in residents homes or in properties ownedby mhs homes. You are permitted to leave a property if a resident

insists on smoking if you are not comfortable with this and you willnotify mhs homes upon leaving the property.

Health, safety and welfareYou will employ safe working practiceswhilst working on mhs homes andparticularly to ensure the safety ofresidents including children.

You will explain to the residents the work

being undertaken, the related risks, andthe preventative measures that arebeing used to ensure safety.

You must provide adequate barriers and take other protectivemeasures necessary to ensure a safe working environment, andparticularly to prevent children from gaining access to tools,materials, ladders etc. You must also ensure the safety ofresidents pets.


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Where you encounter any work situation which you are unpreparedfor, and which you feel unsafe, you should contact your employerwho will then contact mhs homes. You should not proceed with thework until you are satisfied that the work is safe.

Any accident or near miss within a property or on-site should bereported to mhs homes and reported back to your Head Office.

You are expected to recognise when a resident is vulnerable e.g;frail, hard of hearing, and to ensure that the vulnerabilities areconsidered during the course of the work, and in consultation withthe resident where appropriate.

Where you have concerns about the health, safety or welfare of mhsresidents, including children, you should notify mhs homes.

Where there is a need to use toilet or washing facilities on site, the

residents permission must first be sought and not assumed. If thereare any problems with this, then you must leave the property andreturn, clearly stating your reasons for a temporary absence.

MisbehaviourYou will notify mhs homes of any incident of misbehaviour by mhshomes residents including the use of racist or sexist remarks,innuendoes or use of illegal drugs.

Any allegation by mhs homes residents or staff of misbehaviour,

including harassment by contractors will be fully investigated andmhs homes expects full co-operation from contractors as part ofthis process.

Threatsmhs homes will advise where a 2 person visit is needed. Inexceptional circumstances mhs homes will assist you by jointlyvisiting the property where this is agreed to be appropriate.

If you feel threatened, you should withdraw immediately, leaving

your work in a safe condition if at all possible and report thesituation immediately to mhs homes.

Resident complaintsYou must not argue with residents if they complain about thestandard or quality of work. The resident should be advised tocontact mhs homes to make a formal complaint.

You will not discuss the workmanship of another contractor, nor thecondition of the property with the resident.


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ConfidentialityYou will treat resident details i.e. names, phone numbers etc asconfidential, and in no circumstances should you disclose or discussany information whatsoever regarding residents circumstances,lifestyle, health details etc to any third party.

Gas/electricity usedIf the use of gas or electricity is necessary,apart from testing appliances, you must makesure that an agreement has been reached withthe resident. Where significant gas orelectricity is needed, both you and the residentshould take meter readings and you should

reimburse the resident for the cost of energy used. Ideally, wheresubstantial use of electricity is anticipated you should provide aportable generator.

When undertaking work of a substantial nature on a void propertywhose supplies have been disconnected, you should take readings.You should then arrange for a temporary builders supply to beconnected, or provide power from a separate source and will beresponsible for paying for this during the works period. Meterreadings should be confirmed once the work is completed.

Leaving and finishing workWhen leaving work unfinished for a period of time or overnight, youwill warn residents and possibly neighbours of potential hazards andtake necessary steps to ensure the safety of the public. Tools andequipment must not be stored within an occupied propertyovernight. You will ensure that the resident is fully informed aboutwhen you will return to the property. Tools and equipment left inunoccupied properties (voids) are the responsibility of thecontractor.

You will ensure that the property is wind and water-tight and thatall services are safe for use if work is unfinished at the end of theday. You will also ensure that the resident is left with cooking,washing and toilet facilities.


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Leaving and finishing work

Ladders or any means of access shall not be left where they willmake burglary, house breaking or trespass possible, or where anydamage may occur. Ladders will be removed from site each nightor securely padlocked.

If used, the removal of scaffolding should be timely, i.e. removed assoon as it is no longer required. However mhs homes should beinformed beforehand if an inspection of the work is required.

All debris must be cleared at the end of each day and as soon aswork is completed. The area of work will be left in a clean and tidystate.

Residents must be informed when work is finished. If residents offergifts of any kind you will politely decline the gift.

Void properties will be properly locked andsecure at any time when you leave theproperty. The security of the premises isyour responsibility

whilst the keys are in your possession. You must take allreasonable care to prevent unauthorised entry into the property.

Monitoring performanceYou shall at all times allow reasonable access for mhs homesofficers to inspect work in progress or upon completion, visitcontractor offices and check records.

mhs homes contacts

CSA 01634 565333

Senior Administrator (Quality Control) 01634 354214


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Acceptance of code of conduct for repairs and voids contractors

I/We as sole proprietor/director of the company named below, hereby give

confirmation that we have received, have read and agree to abide by theCode of Conduct issued by mhs homes.

I/We also confirm that all relevant employees of this company will be providedwith a copy or summary of the Code of Conduct and will be made aware of theconsequences of a breach of the terms contained therein.

Company name: __________________________________________

Address: __________________________________________________

__________________________________________________________

__________________________________________________________

Signed: ____________________________ Date: __________________

Name: ____________________________________________________

Position: ___________________________________________________

Please return to:Head of Asset Managementmhs homes group, Broadside, Leviathan Way, Chatham Maritime, Kent ME4 4LL


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Ethnicity of workforce

Name of contractor/consultant:

Completed by:.

Position:

Date:..

Census ethnicity category: No. of employees

White British

White Irish

White Other

Mixed White & Black Caribbean

Mixed White & Black Africa

Mixed White & Asian

Mixed Other

Asian Indian

Asian Pakistani

Asian Bangladeshi

Asian Other

Black or Black British Caribbean

Black or Black British African

Black or Black British Other

Chinese or other ethnic group

Gypsy/Romany/Irish Traveller

Other please state or list additional categories

Refused to disclose their ethnicity

mhs homes code of conduct

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