Agenda item

 

To consider the annual reports in respect of the delivery of the Bereavement Services contract.

Consideration was given to the Annual Bereavement Services Report presented by Bal Nahal, Head of Legal, Registration and Bereavement Services, which provided an update on the Council’s Bereavement Services cemetery chapels, digital autopsy contract, boundary and capital works and management of the contract between Rotherham Metropolitan Borough Council and Dignity Funerals Limited, addressing recommendations made at Improving Places Select Committee on 12th December, 2023. The recommendations addressed in this report were those which are the responsibility of the Council.

 

Background information on when the Council entered into a thirty-five year contractual agreement with Dignity Funerals Ltd (Dignity) for the provision of bereavement services for Rotherham were outlined. This partnership saw Dignity take on the responsibility for capital works and maintenance of the East Herringthorpe cemetery and crematorium along with the maintenance of the eight other municipal cemeteries located throughout the Borough. The Council retained cemetery chapels, associated buildings, and boundary walls on some cemetery sites.

 

Dignity was contractually required to provide annual assurance to the Council that Key Performance Targets (KPTs) were being met and Service Improvements (SIs) were being made.  This was documented each year by the production of an Annual Performance Report (APR).

 

Monthly performance meetings were also taking place to keep performance matters under regular discussion and where appropriate, matters escalated to the internal Council officers contract meeting or the Dignity/Council Project Liaison Group Meeting. A performance management framework was also used to monitor performance and updated following each meeting looking specifically at the KPTs and progress against in year Service Improvements Dignity have agreed to make.

 

By utilising the mechanisms in place within the contract for performance management, Bereavement Services continued to levy financial penalty charges to Dignity Funerals Ltd where performance failures have not been resolved within the rectification period as defined in the contract for the severity level of the failure.

 

In addition to monthly performance meetings, Bereavement Services regularly undertook cemetery inspections and scrutinised high priority matters closely, cemetery expansion proposals and burial capacity availability across the Borough.

 

Bereavement Services worked with professional partners, which included Dignity, on a range of different matters including overall death management around the processes and systems in place for the bereaved and the deceased and managing high volumes of deaths during seasonal peaks in death rates.

 

Bereavement Services were working together with libraries to provide ‘death cafes’ at Rotherham Central Library once a month to provide a space for the public to go and speak about all things life, death, and life after loss. Bereavement Services were working with other professional partners across the bereavement sector to attend these events and discuss different matters with attendees.  Details of these death café events will be shared on the Council’s digital communication platforms. This would also enable signposting to external events such as Dignity’s Christmas Carol service, Remembrance Day service and public open days at the crematorium.

 

In the 2023-24 financial year, the Council’s Bereavement Services completed several capital projects within a combined investment value of £194,768, which included funds of:-

 

·              Maltby Cemetery Lychgate - £25,160

·              Maltby Cemetery Perimeter Fence - £47,037

·              Greasbrough Lane Cemetery Perimeter Fence - £75,255

·              High Street Cemetery Works - £47,316

 

The independent review of existing provisions in bereavement services and cemetery standards in Rotherham for those of the Islamic faith was in the final stages of completion. Confirmation of the final investment in this project and the report would be circulated to the next meeting.

 

The cemetery chapels were located at Moorgate, Masbrough, Haugh Road and Town Lane cemeteries. All were in a varying state of disrepair. During 2023/2024 Masbrough, Moorgate and Haugh Road chapels all had slate guards fitted to prevent slipping roof tiles.

 

The Cemetery Chapels Working Group had also met several times in the last twelve months and as a result of these working group sessions, an options paper had been prepared for Cabinet to consider all options and available funding with the associated estimated costs involved for each chapel, including reference to work with any friends or community groups and external funding streams available.

 

On 16th September 2021, following a successful six-month pilot, the Council implemented a contract for Digital Autopsies, in conjunction with City of Doncaster Council and Coronial Services. The aim of the Digital Autopsy process is to improve efficiencies in the autopsy process and to improve the service which bereaved families receive.

 

Digital Autopsy meant the conducting of a post-mortem in a computerised environment using digital tools. As the cause of death could be established quickly, usually within forty-eight hours, the deceased’s body could be released to families more quickly than the traditional invasive method. It was also less distressing for the grieving family than the traditional method.

 

To date, the Digital Autopsy service has been positively received by professionals and it was delivering faster decision-making on Coronial cases and significantly reducing the number of invasive post-mortems required. It was important to note that some deaths must be investigated by an invasive autopsy due to the circumstances surrounding the death so there would never be a 100% success rate in Digital Autopsy utilisation.

 

The existing digital autopsy contract would come to the end of its term on 31^st March 2025.  The existing contract had consistently exceeded KPI targets, performing at a high level and delivering an excellent service to the deceased in their care requiring autopsy services.

 

The Chair invited representatives from Dignity Funerals Limited to introduce their Annual Report which provided a performance update on the contractual agreement between Dignity Funerals Ltd and the Council for 2023-24 and background history and how the contract originated was outlined.

 

Two recommendations had been outstanding from the performance report.  The first related to customer surveys and feedback from operational details which would commence in January, 2025.  Providing feedback via the QR code required further publicity.  It was noted that Dignity had made the decision not to chase surveys as it was not appropriate where loved ones had been lost.

 

The second recommendation related to the undertaking of regular religious training.  A contract was ion place with Tassibee who fully understood religious awareness.  Training took place on 9^th October, 2024 and awareness sessions were ongoing.  No further formal training for Dignity staff was required at this time.

 

With regards to the annual performance report submitted in March, 2024 there were seven KPI’s designated as red, but this had since reduced to two.  Following the recent submission of the plan had seen this performance improve further. 

 

Further progress had been seen with the completion of the cemetery plans in digital format and would all members of the public to identify relatives electronically. Landscaping of the Muslim burial area was ongoing with continued work on the marking of graves.  Improvements had also been made to the ground maintenance at Moorgate Cemetery alongside the Friends Group and local schools would be asked to assist with the nature trail at the High Street Cemetery.

 

Significant work has been undertaken to improve this Children’s Memorial area with trees having been removed to enable light for plant growth. The memorial and paths have been cleaned and capital expenditure agreed for the installation of a butterfly tower for memorial plaque.

 

Dalton Trinty Croft Primary School have planted snowdrops to promote a sustainable approach to flowers in the area and would return in March, 2025 to sow the wild flower garden to attract more insects etc to the area and maintain the ‘Butterfly garden’ theme. This garden could be used for children’s ashes scattering if families request.  In addition, the Letter to Heaven post box had been purchased and was to be erected in this area once the works were completed.

 

Boundary work had been completed at Masbrough and Hall Rose adjacent to schools to ensure safeguarding and safe concerns met.  Maintenance and asset management plans were nearing completion and these live documents would help to address performance and ensure the tracking of activities.

 

Drainage works were also now complete at all sites and an area cleared at East Herringthorpe Cemetery for a natural burial area.

 

The submission of the Green Flag application would be undertaken ahead of the target date of 31st January, 2025. Following research and advice a number of bio-diversity activities and wild life and flower surveys were required for success and,, therefore this work had been completed prior to submission.  There were now bees on site and it was proposed to have two more hives from April, 2025.  More sustainable planting would be undertaken to reduce the need for bedding plants. 

 

Community engagement was very important and additional engagement activities friends groups was encouraging wider engagement.  Attendance at the Death Cafes had also helped gather information.  A number of events at East Herringthorpe had taken place and work with the three local schools was ongoing.

 

Planning was all in hand at the Crematorium to ensure compliance.  Private gardens at the Crematorium remained popular and two new plaque towers were scheduled to be erected with a fountain at Valley View. 

 

100% contract of availability had been achieved for all cemeteries along with the book of remembrance, the Crematorium and office services.

 

Dignity were, therefore, dedicated to supporting the Council and communities and the deceased loved ones of Rotherham.

 

Councillor Sheppard, Deputy Leader, confirmed the Council would continue to seek assurance that working together with Dignity for families and friends could visit sites and the memorials of their loved ones.

 

A discussion and answer session ensued and the following issues were raised and clarified:-

 

·              The level of financial penalties was appalling at £218,000, but this had been over £700,000 for last three years  Whilst standards had been improved what were Dignity doing  to reduce performance failures moving forward.

 

Dignity confirmed they had identified the importance of the Crematorium and the structure in place now supported the wider context of Dignity.  The new structure support would filter through and provide more assurance to the Council and public going forward.  Looking at the penalties this had since reduced significantly since the new structure was in place.

 

·              Over last three years Dignity had been fined over £700,000 for non-compliance so what had the £700,000 spent on.

 

Officers confirmed some of the money had been directed back into the service and used to supplement resources, boundary fences and works at different cemeteries and some of the funds had gone back into the Council’s main budget.  Financial penalties were within contacts to manage performance so it was simply not about the money.  The contract was managed by the service to ensure full compliance and for activities to be undertaken on time.

 

·              Concerns about the frequency of routine maintenance on burial sites in different areas of the borough, when for example the one in Masbrough was scheduled for sixteen cuts each year.  How could the Council ensure that routine maintenance was maintained when large fines were being imposed.  Some of funds had returned to the main budget, but this seemed counter-productive and was not helping the situation.  It was more about moving money around rather than ensuring the level of services was improved.

 

Officers explained the contract allowed the Council  to impose financial penalties in relation to performance which was monitored.  It was not about the Council choosing to change the imposition of penalties, but more about the funding for managing the contract.  Discussions were currently ongoing about budgets.

 

The Deputy Leader explained it was also about recognising the different sites across the borough and the different levels of treatment they required throughout the year.  For example, the High Street in Rawmarsh was a closed cemetery and whilst it was kept tidy and access maintained, it was allowed to develop into a natural graveyard thus not requiring the same level of grass cutting as others.

 

·              The graveyards referred to were both closed graveyards; one maintained by Dignity the other by the Council.  Details of concerns around the Masbrough graveyard were shared about whose responsibility it was for boundary treatment next door to the school when there were confusion of how the capital generated by fines could be used.  In addition, there were issues with security, off road bikes going through cemetery and people parking up and using the cemetery as a car park during pick up and drop off times around the school.  Approaches had been made to Dignity as to how this could be moved forward with the Council and partners and see how make more secure. 

 

Details of concerns were to be emailed and discussed further with the Deputy Leader.

 

·              The same kind of questions to Dignity were being asked continually, so had consideration been given to terminating the contract early.

 

The need to deliver the contract successfully was explained by the Deputy Leader and to ensure compliance and rely on Dignity to perform so there were no longer financial penalties.

 

·              An update was requested on the expansion and improvements at Wath Cemetery when it was reported that works would start by the end of 2024.  None had yet started.

 

Dignity confirmed the capital expenditure was still subject to discussions with the Council.  Wath still had a number of sufficient burial plots for at least eighteen months to two years so the expansion was in line with the required plot times.

 

A revised date would be provided in due course once the discussions were complete with the Council.

 

·              Did the Council feel Dignity had let them down and should discussions take place to look for another contractor given the long contract timeframe as it was worrying with the financial penalties being imposed.

 

Officers confirmed negotiations were ongoing and all options would be considered.

 

·              Did Rotherham need to be in partnership with Doncaster with regards to the digital autopsy contract or could Rotherham choose to seek a contract alone?

 

Officers explained it was value for money to be in a partnership with another Local Authority.  However, if it was believed necessary Rotherham could procure its own contract.  At the moment Doncaster was leading on the procurement process.

 

·              It would be most helpful if a list of the different types of funerals could be included and highlighted in the next annual report.

 

Dignity would look to see how this could be included.

 

Resolved:-  (1)  That the report be received and the contents noted.

 

(2)  That the Annual Performance Report from Dignity Funerals Limited be received and the contents noted.

 

(3)  That the contents of the Annual Performance Report 2023-2024, the Five-Year Plan and the Operational Plan from Dignity Funerals Limited be noted.

 

(4)  That the findings of the independent report for those of the Islamic faith be provided for the next meeting.

 

(5)  That notification be received once the revised date for the extension to Wath Cemetery was available.

 

(6)  That for all future annual reports the different types of funerals carried out be included.

 

(7)  That procurement details be shared on the outcome of the Digital Autopsy Contract.