Agenda item

Mark Ford, Safer Neighbourhoods Manager, presented a report on the progress made with regard to the Bereavement Service in Rotherham since the inception of the partnership between Dignity Funerals Ltd. and the Council in August, 2008.

To date, the partnership with Dignity had seen the following improvements in Rotherham:-

-        Improvements to the Chapel including access to the waiting room, facilities for funeral directors and a covered canopy to the Chapel exit

-        A new bereavement services administration centre including  reception, interview room, records and archive section, location of an electronic Book of Remembrance and visitor parking provision

-        A new 120 space car park, with overspill provision for a further 40 vehicles, including improved arrangements for the disabled and other visitors to the Crematorium

-        The development of the Crematorium grounds to provide an extensive landscaped memorial garden offering increased memorial choice to the bereaved

-        A new depot for grounds maintenance staff built to modern standards, including shower and mess facilities and secure provision for plant and machinery

-        Introduction of a 24 hour telephone line that customers could use to request bereavement services 365 days a year

-        Improved security and management of Cemetery grounds to prevent crime, damage to buildings and infrastructure and to address anti-social behaviour

-        Management plan for the maintenance and development of Cemetery roads, pathways and grounds to meet vehicular access needs and the needs of pedestrians visiting the site

-        Under the financial agreement reached with Dignity, £400,692 would be paid to the Council in 2010/11

-        Fees and charges were set in accordance with the projections contained with the previously agreed financial model.  The level of fees reflected the costs incurred by Dignity in delivering the service

The following work was currently ongoing:-

-        Upgrading of the existing cremators to meet the essential requirements of new Environmental Legislation effective from 31^st December, 2012

-        Development of a new IT system that would permit electronic access to archived burial and cremation records

-        Work taking place on securing land to provide future burial space

It was viewed that the partnership with Dignity had delivered real improvements in Bereavement Services and this included provision of funerals for particular faith groups.

Further planned improvements were also explained.

It was confirmed that the financial model for the partnership still ensured a guaranteed income sum for the Council and there was provision for further “super profit” element where income produced in excess of a 20% internal rate of return.

The process for Fees and Charges together with the Council’s challenge and moderation elements were explained.  A benchmark chart of fees and charges from other local authorities was referred to. 

Mark identified continuing Council liability with regard to Cemetery Chapels and explained the current option appraisal, involving Ward Member consultation, being carried out.

The development of the risk and performance management systems was summarised.  These arrangements being the result of an Officer workshop on the 17^th June 2010.  The Business Regulation Manager would be ensuring;

• Improved scrutiny of the financial standing of Dignity Funerals Ltd
• Development of Business Continuity Plans for both operational failures (in place) and complete failure of the partnership (low risk).
• Quarterly monitoring of the agreed Performance Management Framework
• Customer satisfaction  and service testing

Mark introduced Georgina Bembridge, Dignity’s Manager of Bereavement Services in Rotherham, who would help answer any questions raised.

Discussion ensued on the report with the following issues raised/highlighted:-

-        Disappointment that the performance monitoring framework had not been implemented due to management changes within Dignity.  As a result there had been no Performance Indicators to track performance or customer satisfaction.  It was noted that the formal quarterly meetings needed to commence as soon as possible and that the Cabinet Member for Safe and Attractive Neighbourhoods had asked for 6 monthly reports

-        Rotherham’s cremation costs were the highest of those quoted on Appendix A, however, it was not known what other authorities included in their costings.  Nationally there were huge differences in costs and service provision

-        Appendix A did not include a comparison with the fees charged by Sheffield

-        At the beginning of the contract, the Authority had decided to concentrate on the actual construction work and the mercury abatement requirements.  By the end of the year Rotherham would be compliant with environmental legislation – two years ahead of the statutory timeframe

-        Problems were being experienced regarding ownership and responsibility for cemeteries across the Borough.

-        Rotherham currently did not offer a “no frills” burial or publicise how to arrange funerals without an undertaker however this would be included on the revamped website. 

-        There was no extra charge for Monday to Friday 24 hours a day but there was a weekend charge

Concern was expressed at the potential staffing situation faced across the Council given the current financial climate.  All Cabinet Members and Directors had to be pro active in maintaining service and resilience in the difficult times being experienced. 

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

(2)  That a visit be made to the East Herringthorpe Cemetery and Crematorium to view the improvements.

(3)  That a briefing note be prepared for Members setting out the differing responsibilities and contacts for the cemeteries around the Borough

(4)  That, once developed, the Business Continuity Plan be submitted to this Scrutiny Panel.

(5)  That a further report be submitted in 6 months including performance monitoring.

(6)  That the Performance and Strategic Overview Committee be requested to take a strategic view on managing the future resilience of services given the current financial climate.