Adopted 9th August 2024 | Updated: 7th October 2024
1. Overview
To provide ‘out of hours’ essential maintenance support for Council buildings, assets, services and facilities (the Service).
2. On Call Hours
Weekday evenings between 5pm and 9am the answer phone will be checked two times or as necessary between 7pm – 9pm and 6am – 9am*.
Weekends between 5pm Friday and 9am Monday the answer phone will be checked three times per 24 hours or as necessary between 7pm – 9pm, 6am – 9am and 12noon – 3pm*.
Bank Holidays between 5pm of the preceding day and 9am the next working day the answer phone will be checked three times per 24 hours or as necessary between 7pm – 9pm, 6am – 9am and 12noon – 3pm*.
Any period when the Council is closed to the public and staff are on leave between 5pm of the preceding working day and 9am the next working day the answer phone will be checked three times per 24 hours or as necessary between 7pm – 9pm, 6am – 9am and 12noon – 3pm*.
* Times are guidance only.
3. Officers
Clerk, Deputy Clerk, Property and Business Development (P&BD) Manager (formally known as the Environment & Properties Manager). The primary Officer to be contacted in relation to this policy is the P&BD Manager.
4. Rota
4.1 The Council’s Maintenance Team (the Team) are responsible for providing the Service.
4.2 A rota will be created by the P&BD Manager in conjunction with the Grounds Maintenance Manager each quarter, which is agreed by the Team.
4.3 The rota will identify which Team member is on duty.
4.4 The Team will cover a 7-day on call period (from 07:00am Saturday – 06:59am Saturday) throughout the year, in rotation (para 2 above).
4.5 The rota will allocate on-call duties fairly, and with the Team’s agreement, where practicable.
4.6 During Council Closure, the rota may allocate as many Team members as necessary to cover the whole period.
4.7 If a new Team member is employed within a rota period and participation within the Service is part of their job description, the rota will be revised to include the new employee.
4.8 If a member of the Team is signed off work for a period of more than two consecutive weeks; or they are unable to fulfil the Service due to health or other reasons, the rota will be amended to remove the absent member of staff and reallocate cover. The rota will be revised to include the member of staff once they have returned to work and/or are fit to fulfil the Service.
4.9 Each quarter, Team members have 2 weeks ‘flexi’ where they can swap their allocated on-call period between themselves if necessary. However, the following apply:
4.9.1 Team members will be paid (para 8) in accordance with the agreed rota (4.2, 4.3, 4.7 & 4.8) regardless of any subsequent ‘flexi’ swaps (4.9 & 8.5). 4.9.2 Where no other Team member can swap with them, they remain responsible to cover their allocated on-call period, as set out in the rota.
4.9.3 It is the responsibility of the primary allocated Team member to notify an Officer of an agreed swap.
5. Emergency phone
5.1 The Council has an emergency telephone number, which the Team can access via their tablets.
5.2 The emergency number has a pre-recorded approved answer phone message which is not to be changed without authorisation from an Officer.
5.3 Members of the public calling the emergency number will be asked to leave a voice message and will have no expectation that the on-call Team member will return their call, unless essential to deal with the situation.
5.4 The incoming call is not to be answered by the on-call Team member. Details of the situation to be ascertained by listening to the voice message.
5.5 Callers will be asked to leave the following information: incident details/location/their name and contact number.
5.6 It is the responsibility of the on-call Team member to periodically monitor answerphone messages in accordance with para 2.
5.7 It is the responsibility of the on-call Team member to ensure their tablet remains switched on, with adequate power and signal and easily accessible for the duration of their on-call period.
5.8 The Team to have access to the contact details of approved contractors who can respond in an emergency and if the on-call Team member cannot remedy the situation themselves e.g., electricians, plumbers.
6. Assessment and action
6.1 The on-call Team member will assess the reported situation to decide the most appropriate course of action (if any).
6.2 The on-call Team member shall only respond where the reported situation is the responsibility of the Council and risks harm/damage to people, property and/or the Council, which includes financial and security harm to the Council.
6.3 Where necessary, the on-call Team member should contact the emergency services.
6.4 The on-call Team member’s personal health, safety and wellbeing is paramount.
6.5 The on-call Team member has authorisation to incur up to 3 hours of overtime during each on-call period (4.4). These hours can be made up of one response or accumulated over multiple responses. If further time is needed, the on-call Team member must get prior authorisation from an Officer.
6.6 The on-call Team member must keep a record of call outs and report this to an Officer the following working day (Appendix A).
7. Requirements
7.1 The on-call Team member is only required to do all that is necessary to make the situation safe, until it can be properly dealt with during normal working hours.
7.2 The on-call Team member shall be authorised to keep a Council vehicle at their premises for the duration of their on-call period for use during ‘call outs’ only. The Council vehicle is not to be used for any other purpose without express permission from an authorising Officer.
7.3 The on-call Team member is expected to be capable of driving Council vehicles in accordance with the Driving Policy at all times during their on-call period.
7.4 The on-call Team member is expected to be capable of safely using all necessary tools, including electrical equipment to appropriately remedy the situation during their on-call period.
7.5 The on-call Team member is required to check the answerphone at reasonable intervals in accordance with para 2, as a minimum.
7.6 The on-call Team member is required to ensure their personal security device is always with them during a ‘call out’ and they have told someone where they are going. This can be via the Team’s WhatsApp group and/or friend/family/colleague.
7.7 The on-call Team member is authorised to incur emergency expenditure on the Parish Council’s trade accounts up to a maximum value of £20. However, the following strictly apply: – 7.7.1 The on-call Team member is required to check current stock held by the Parish Council before incurring expenditure.
7.7.2 The on-call Team member is required to provide purchase information on the Call Out Record sheet (Appendix A) and submit receipts to the office the following working day.
7.7.3 Any necessary expenditure above £20 must be verbally authorised by an Officer and this recorded on the Call Out Record sheet.
8. Remuneration
8.1 The Council will pay the on-call Team member a basic day rate of £25 (£175 per week) regardless of any ‘call outs’. The basic day rate will be double on a Bank Holiday (£50).
8.2 The Council will remunerate ‘call outs’ at the on-call Team member’s contractual hourly rate, including on a Bank Holiday.
8.3 The basic rate (8.1) will be paid monthly in the Team member’s payroll.
8.4 ‘Call out’ payments will be paid in arrears, in the following calendar month’s payroll.
8.5 If the on-call Team member is unable to attend a ‘call out’ and must ask a colleague e.g., due to sickness, the attending Team member will be paid for the ‘call out’ (8.2) and para 4.9.1 will apply. The attending Team member must submit the ‘call out’ record (6.6).
9. Caveat
The Council accepts that by virtue of paras 6.4 and 7.5 above, there may be occasions when the on-call Team member is unable to safely attend an emergency and/or attend in a timely manner to avoid harm occurring to Council property/security and third parties. Adherence to this Maintenance Team Out of Hours Policy ensures the Council takes proactive and proportionate action to limit risks, whilst recognising the demands upon the Team.