Service Level Agreement (SLA)
between West Swindon Parish Council
and
Swindon Borough Council
Effective Date: 1/4/17
Table of Contents
1. Agreement Overview 3
2. Goals & Objectives 3
3. Periodic Review 3
4. Termination 4
5. Insurance and Liability 4
5. Dispute Resolution 4
7. Service Level 4
7.1 Service Scope 4
7.2. Borough Requirements 6
7.3 Service Changes 6
8 Service Management 7
8.1 Service Availability 7
8.2 Service Requests 7
8.3 Billing 7
9 Signatures 8
10 Indicative Grounds Maps 9
SLA, Grounds and Cleansing Services,
West Swindon and Swindon Borough Council
2/18
This SERVICE LEVEL AGREEMENT is made the day of
BETWEEN
(1) SWINDON BOROUGH COUNCIL
Of Civic Offices Euclid Street
Swindon SN1 2JH (“the Borough Council”)
And
(2) WEST SWINDON PARISH COUNCIL
Of Civic Offices Euclid Street
Swindon SN1 2JH (“the Parish Council”)
SLA, Grounds and Cleansing Services,
West Swindon and Swindon Borough Council
3/18
1. Agreement Overview
This is a Service Level Agreement (“SLA”) between Swindon Borough Council, (the Borough
Council) and West Swindon Parish Council (the Parish Council) for the provision of
Streetsmart Services required to support and sustain the environment of the parish.
This SLA remains valid until superseded by a revised agreement mutually endorsed by the
Borough and the Parish.
This SLA outlines the parameters of all services covered as they are mutually understood by
the Borough and the Parish.
The value of this agreement is £384,646 per annum.
2. Goals & Objectives
This SLA is to help ensure that the proper elements and commitments are in place to provide
consistent service and delivery to the Parish Council by the Borough Council.
The objectives of this SLA are to:
Provide clear reference to service ownership, accountability, roles and/or
responsibilities.
Present a clear, concise and measurable description of service provision to the Parish.
Match perceptions of expected service provision with actual service delivery.
3. Periodic Review
This SLA is valid from the 1/4/17 outlined herein and is valid until further notice. This SLA
should be reviewed at a minimum twice per fiscal year; however, in lieu of a review during
any period specified, the current Agreement will remain in effect.
The Streetsmart Service Manager or their Deputy, is responsible for facilitating regular reviews
of this document. Contents of this document may be amended as required, provided mutual
agreement is obtained from the Borough Council and the Parish Council. The Streetsmart
Service Managerwill incorporate all subsequent revisions and obtain mutual agreements /
approvals as required.
Streetsmart Service Manager: Robert Core, Swindon Borough Council
Review Period: Bi-Yearly (6 months)
Next Review Date: 1/10/17
SLA, Grounds and Cleansing Services,
West Swindon and Swindon Borough Council
4/18
4. Termination
Termination may be applied by either party, subject to four months’ written notice. The written
notice should be sent either to the Parish Clerk or Head of Streetsmart as appropriate.
5. Insurance and Liability
The Borough Council will indemnify the Parish Council against all losses, liabilities, costs,
damages, claims, fines and expenses (including legal expenses) arising directly or indirectly out
of or in connection with the discharge of the Services.
The Borough Council shall maintain employer's liability and public liability insurance cover in
respect of its liabilities arising out of, or connected with, the discharge of the Function, each of
such insurances to be for a minimum value of £10,000,000 in aggregate per year and to be taken
out with reputable insurance companies.
6. Dispute Resolution
Any dispute arising from this Service Level Agreement will be addressed through negotiation
between the Borough Council and the Parish Council. If these negotiations are unsuccessful a
mutually agreed arbitrator will be appointed.
7. Service Level
7.1. Service Scope
The following Services are covered by this Agreement;
Function Frequency
1 Grass cutting during the summer programme (April to October)
3 weekly
2 Hedge cutting during the winter programme (November to
March)
Annually
SLA, Grounds and Cleansing Services,
West Swindon and Swindon Borough Council
5/18
3 Shrub Bed Maintenance during the winter programme (November
to March)
Annually
4 Shrub Bed Maintenance during the summer programme (May to
September) Flexible targeted maintenance team, to undertake
targeted shrub / hedge maintenance work as required (e g adjacent
to footpaths / cycle ways, residential areas for visual impact,
public / Member complaints). work priorities will still need to
take into account any nesting birds but would be flexible and
could be directed by Parish Council if so wished. Team could also
undertake additional work whilst working in the area or as
directed such as:
Minor tree works (from the ground using hand tools)
Street sign cleaning
Minor graffiti / fly-poster removal
Litter picking
Annually
5 Requests for Hedge Cutting – refer to annual schedule, or
investigate if perceived risks
10 working days
6 Response to overgrown vegetation – refer to annual schedule, or
investigate if perceived risks
10 working days
7 Play area inspections (summer programme April to October)
(any concerns / suggested repairs will be reported back to the
Parish)
Twice per week
8 Play area inspections (winter programme November to March)
(any concerns / suggested repairs will be reported back to the
Parish)
Once per week
9 Play area emergency call-out would result in an inspection,
making safe activity (as required) and a report provided to the
Parish
1 working day
10 Allotment maintenance: grass cutting and hedge cutting of
communal areas only
Variable
11 Maintenance of sports pitches (including, football, cricket, bowls) Variable
11 Litter and dog Bins Insp./emptying routine – as per programme
Variable
12 Litter Picking routine – as per programme
Variable
13 Clearing dead animals
2 working days
14 Inspecting Fly Tipped General Waste (hazardous, or causing an
obstruction)
1 working day
SLA, Grounds and Cleansing Services,
West Swindon and Swindon Borough Council
6/18
15 Clearing Fly Tipped General Waste (non-hazardous, not causing
an obstruction)
Variable
16 Clearing Fly Tipped General Waste (hazardous, or causing an
obstruction)
2 working days
17 Clearing Fly Tipped Green Waste (causing an obstruction)
2 working days
18 Graffiti Removal from Council property (offensive)
1 working day
19 Graffiti Removal from Council property (non-offensive)
10 working days
20 Clearing Needles/Sharps/Broken Glass
4 hours
21 Customer Service support by the Borough and appropriate MI
reported back to the Parish
Customer Service
arrangements match
those of the Borough
7.2. Borough Requirements
Borough responsibilities and/or requirements in support of this Agreement (subject
exceptions above) include:
Meeting response times associated with service related incidents.
Appropriate notification to the Parish for all events which may impact on the
delivery of the service including, but not limited to: circumstances of extreme
weather, force majeure, restricted access or any dramatic shifts in demand
compared to historical levels of activity which would disrupt the reasonable
endeavors delivery model.
7.3. Service Changes
Changes to services will be communicated and documented between the Head of
Streetsmart and West Swindon Parish Council.
SLA, Grounds and Cleansing Services,
West Swindon and Swindon Borough Council
7/18
8. Service Management
The following sections provide relevant details on service availability, monitoring of in-scope
services and related components.
8.1. Service Availability
Any resident queries relating to these services should be directed to the Borough Customer
Service Team or to the Parishes directly.
Queries from Parish Clerks should be directed to:
Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday - new
parish mail box to set up , email address to be communicated. Additionally,
useful email addresses include: Robert Core [email protected], Martin
Hambidge [email protected], Rachel Ind [email protected]
8.2. Service Requests and variations
In support of in-scope services outlined in this Agreement, the Borough Council
can respond to service related incidents and/or requests submitted by the Parish
Council by re-prioritizing existing resource.
Requests for other ad hoc works can be provided to the Streetsmart Service
Manager and a quote prepared within 10 working days for review
8.3. Billing
The annual fee will be invoiced in four equal parts, quarterly, in arrears.
Payment terms are 30 days from the end of the month in which the invoice is
raised.
For the avoidance of doubt in the event that the Parish Council requires the
Borough Council to deploy its staff from grass cutting to carry out emergency
work, a record of the reduced grass cutting work will be provided to the Parish
Council but there will be no adjustment to the annual fee payable by the Parish
Council.
SLA, Grounds and Cleansing Services,
West Swindon and Swindon Borough Council
8/18
9 Signatures
Signed by a duly authorized
signatory on behalf
of Swindon Borough Council
Signature ………………………………………………….
Name………………………………………………………
Position……………………………………………………
Signed by a duly authorized
signatory on behalf
of Swindon Borough Council
Signature ………………………………………………….
Name………………………………………………………
Position……………………………………………………
Signed by a duly authorized
signatory on behalf
of the Parish Council
Signature: ………………………………………………….
Name:………………………………………………………
Position: Chair ……………………………………………
Signed by a duly authorized
signatory on behalf
of the Parish Council
Signature: ………………………………………………….
Name:………………………………………………………
Position: Vice Chair ……………………………………………
SLA, Grounds and Cleansing Services,
West Swindon and Swindon Borough Council
9/18
Signed by a duly authorized
signatory on behalf
of the Parish Council
Signature: ………………………………………………….
Name:………………………………………………………
Position: Clerk ……………………………………………
10 Grounds Plans
Indicative Grounds Plans
SLA, Grounds and Cleansing Services,
West Swindon and Swindon Borough Council
10/18
1) West Freshbook
SLA, Grounds and Cleansing Services,
West Swindon and Swindon Borough Council
11/18
2) West Grange Park
SLA, Grounds and Cleansing Services,
West Swindon and Swindon Borough Council
12/18
3) West Middleleaze
SLA, Grounds and Cleansing Services,
West Swindon and Swindon Borough Council
13/18
4) West Peatmoor
SLA, Grounds and Cleansing Services,
West Swindon and Swindon Borough Council
14/18
5) West Shaw
SLA, Grounds and Cleansing Services,
West Swindon and Swindon Borough Council
15/18
6) West The Prinnells
SLA, Grounds and Cleansing Services,
West Swindon and Swindon Borough Council
16/18
7) West Toothill
SLA, Grounds and Cleansing Services,
West Swindon and Swindon Borough Council
17/18
8) West Westlea
SLA, Grounds and Cleansing Services,
West Swindon and Swindon Borough Council
18/18