Service Level Agreement (SLA) 2020-2021

9. Property Plus 20-21

Property Services continue to offer a fully refreshed property maintenance service package entitled 'Property Plus' which was introduced 2 years ago. The offer consists of:

This is an annual membership, April 2020-March 2021, fee to cover the scheme’s administrative costs which are based on your buildings’ gross external floor area (GEA); which is its footprint. Membership will enable your full access to the Buckinghamshire County Council’s Property service including:

  • Unlimited access to the Property Service Desk, either by phone in emergencies but more generally through the web-based maintenance request forms.
  • Access to the Council’s Property Services team’s operational and technical expertise, such as building surveyors and engineers, through the service desk.
  • Access to the Council’s vetted suppliers, all of whom have been through a competitive procurement process ensuring that the rates and quality of work are aligned with approved industry recognised standards.
  • Being part of the Property Plus Club will let you be part of a large network of customers just like yourselves and we can facilitate opportunities for you to liaise with each other should you wish to do so.

This service will provide Property Plus Members with access to:

  • A programme of Statutory Testing and Repair service with an itemised priced schedule specifically tailored for your site.
  • A programme of Periodic Inspections consisting of the required servicing checks and maintenance of all relevant plant and associated equipment.
  • Access to the Council’s approved maintenance and servicing contractors.
  • Guaranteed value for money with direct access to the best rates negotiated with the County Council’s approved suppliers.
  • Unlimited Service Desk support


Property Plus servicing includes for such plant as central heating and hot water boilers, convector heaters, site hard-wire electrical testing, lightning conductors, fire alarms, emergency lighting, lifts and hoists, air conditioning, door controls, swimming pools, sewerage pumps, etc.

  • The benefits of regular servicing of your plant are:
    • A reduction in your running costs;
    • A minimised risk of breakdowns;
    • The prolonged life expectancy of your equipment, and most importantly;
  • The knowledge and peace of mind, that you’ve fulfilled your site’s statutory duties.
  • The service contract also covers periodic cleaning and testing of plant and equipment that would normally fall under the school or academy’s responsibilities.

Please note that our PPM quotation, which will be payable as a one-off payment at the outset, is based on the register we hold of your assets. If your asset list, subsequently during inspection proves to differ from ours we will, of course, revise your account, by invoicing or reimbursing accordingly and update our asset database.

This service will provide Property Plus members with access to:

  • The County Council’s approved reactive maintenance contractors;
  • Specialist advice from our professional surveyors and engineers when required;
  • Your own itemised account for:
    • Tracking all your open and closed call-out requests;
    • Viewing (via the enhanced portal when available), on a monthly basis, all invoices for any reactive works undertaken.

Crucially members will have control of any work above £500 per order undertaken at their school through the approval of quotations for works above £500 from the outset and you will only be paying towards your own school’s building maintenance services.

Please note that all invoices for work will be raised through the County Council and not by the individual suppliers. At the point, a school purchases the Property Plus Package the Council will raise an invoice for both the Membership and Planned Preventative Maintenance (PPM) charge and all other work will be invoiced monthly.

Note that for Buckinghamshire County Council Maintained Schools there are certain shared responsibilities for reactive maintenance between the Council and the school which are documented in the maintenance responsibilities table. This can be viewed by:

  • Going to SchoolsWeb
  • Locate the Premises and Property area
  • Search for the document referred to, entitled: ‘Responsibilities for Repairs and Maintenance to Buckinghamshire County Council Schools’

Very broadly the Council is responsible for larger and more complex issues and schools generally for items of a more minor nature. For any shared responsibilities the school is initially responsible for paying for up to a unique financial threshold level for their site beyond which the Council is responsible for. The means of calculating this financial threshold is again based on GEA:

For maintained schools only

GEA bands M²

Financial Threshold

0 - 500




1,001 – 2,000


2,001 – 3,000


3,001 – 4,000


4,001 – 5,000


5,001 – 6,000


6,001 – 7,000


7,001 – 8,000


8,001 – 9,000


9,001 - 10,000


10,001 - 11,000


11,001 - 12,000


above 12,000


Note that for Academies and VA Schools reactive maintenance costs are the sole responsibility of the Academy or VA school. All invoices will be charged to your monthly itemised account on the Customer Portal.

For your self-financed building projects you can commission the Council’s in-house Property Services team which include the design, specification and implementation of works executed on your behalf in respect of any alteration, energy conservation, improvement and refurbishment projects that are to be financed by yourselves.


This has the following benefits:

  • You have control of the services you wish to commission
  • The commission includes free initial viability assessments
  • Compilation of all required specifications and drawings by building professionals
  • Assistance in making all necessary legislation approval submissions
  • Access to specialist contract administration advice
  • Supervision of contractors on site.

If you request any work to be undertaken, then a quotation in respect of professional fees will be presented to you in writing at the time the project brief is discussed.

Where a time-related service such as supervision only is required a fee of £55 per hour will be charged (by agreement on a target number of hours normally).

The Property Service Desk provided by Buckinghamshire County Council is available:

  • During normal working hours (Monday – Friday 8.00am - 5.00pm)
  • Out-of-hours phone calls for emergencies are also monitored and responded to.


For the majority of enquiries to the Service Desk, there is a specifically designated web-based Property maintenance and request form. This form enables you to:

  • Raise requests with detailed descriptions of the type and location of the problem.
  • For all emergency situations at any time the Property Service Desk should be contacted on 01296 383238.


The Property Service Desk will:

  • Diagnose your call;
  • Request your name, job title and full school name with postcode;
  • Require a detailed description of the type and location of the problem to be addressed,
  • Prioritise the work in terms of urgency;
  • Approve simple tasks to allow works to be conducted asap; and
  • Inform you on how your call is being treated.

In some cases, an enquiry may require a more detailed technical investigation so you would then be contacted back by either a Building Surveyor or, if a services issue, a Services Engineer who has been specifically assigned to your enquiry to support in more complex building maintenance issues. A site visit may be arranged if necessary.


When available the New Customer Portal will allow you to:

  • View your site’s own unique PPM schedules;
  • Access key documentation about your site;
  • Log and track reactive your maintenance requests; and
  • Access your site’s maintenance certification.

Name of package

Prices for 2020-21


Property Plus Annual Package


Membership Fee








The one-off annual membership fee is priced on the site’s Gross External Floor Area (GEA)


Floor area bands M²

Membership 2020-21

0 - 500


500 - 1,000


1,001 – 3,000


3,001 – 5,000


5,001 – 7,000


7,001 – 11,000


11,001 and above



The fee covers the Property Services team’s administration costs including for the Service Desk,, service scheduling, works ordering, checking of all invoices and portal development.


This area information is reliant on the Council having up-to-date data about a site’s buildings and may require a site visit if there have been recent extensions.

Planned Preventative Maintenance



An individual bespoke price is created for each school or academy based on the list of assets that require servicing. Charges are based on current data held on the Council’s register of assets


Please note that Council-maintained schools which choose to opt out of Property Plus are wholly responsible for managing and servicing (PPM) your plant and equipment in accordance with all relevant statutory legislation and industry standards.


Please note: if the amount/type of assets differ to that shown on the Council’s register we will invoice / reimburse you to reflect the true cost to supply PPM and update our register accordingly.

Ad-hoc reactive works only



Reactive maintenance is a direct handover of the costs for the works you request. Prices will be dependent on the type of work requested.


Please note that schools and academies that do not subscribe to the Property Plus package will not be able to use the Property Service Desk or Portal.



Academies and VA Schools will be liable for all costs associated with reactive call-outs.


Maintained schools will be liable for all costs on shared responsibilities with the Council up to the value of their site’s financial threshold.

This contractual agreement is between Buckinghamshire County Council and the School or Academy taking up the Property Plus package and is for 12 months duration (Term).

Bucks County Council’s Responsibilities

The Property Plus service provides a high-level professional building consultancy service on all property maintenance related matters where advice and guidance are offered to assist school and academy customers alike in both undertaking Planned Preventative Maintenance (PPM) services and resolving Reactive Maintenance work requests on their behalf. By purchasing the Property Plus package we (Property Services) will:

  • Take responsibility for reviewing and approving all call-out requests up to a value of £500 on your behalf. This maximises the speed at which the contractor can attend, make-safe and commence the repair for you. This means that if you log a maintenance request with us, you are automatically approving our property experts to proceed with work up to the value of £500 on your behalf.
  • In larger or more complex cases, with works likely to cost over £500, provide you with a quotation together with our recommendations and secure your approval to proceed before we commission the contractors to carry out the required works.
  • Take responsibility for reviewing and approving reactive compliance works and replacement of consumables with a value of less than £500 found during Planned Maintenance (PPM) visits by our contractors. Consumables can include items such as filters and batteries. As with reactive maintenance, this means you are automatically approving us to proceed with work up to a value of £500 on your behalf to complete the servicing.
  • For priority 1 (emergency calls), if the contractor attends and no further work is needed and the value is likely to exceed £500, we will take responsibility for reviewing and authorising this work on your behalf because of the emergency nature of the call. In this instance, we will do everything we can to keep you informed of our actions and the cost of the work undertaken.
  • Regularly monitor your maintenance work requests, and if patterns emerge, we’ll work with you to identify trigger points for further action requirements such as an addition to the Council’s Capital Works programme for a Maintained School or advising an Academy / VA School on seeking a grant for capital works through the EFA or Diocese.
  • Primarily provide you with direct access to the Property Service Desk and new customer portal enhanced for logging emergency call-out requests and to directly inform all customers on PPM and call-out progress.


The School or Academy’s Responsibilities

The school/Academy will:

  • Upon discovering a problem promptly contact the Property Service Desk providing the following details:
    • Your contact details including your name, job title, and full school name with postcode.
    • A detailed description of the type and location of the problem that requires attention.
  • Prompt (within 28 days) payment of our invoice through your itemised account on the Commercial Services link.

Property Plus Key Performance Indicators 2019-20


Service Description


Service Desk


Emergency calls will be answered within 5 rings as per the County Council’s charter.


Non-urgent requests via the on-line request form will be answered within one working day.

Planned Preventative Maintenance (PPM)

The servicing of plant and equipment on a regular basis as defined in SFG20 (the industry guidance on compliance and best practice)

The scheduled PPM maintenance plan for your school is provided and maintained up-to-date on the Council’s K2 database accessed via the portal (when available).


The contractors’ performance will be monitored on their delivery against the planned schedule.

Reactive Maintenance

You will have access to the County Council’s approved maintenance and servicing contractors

The Service Desk will acknowledge your call as above.


Once the call is diagnosed, you will be given an SLA based on its priority. We will then hold the contractor to the Priority given: P1- 1 hour, P2- 4 hours, P3- 12 hours, P4- 24 hours. The initial call out is for making safe and temporary rectification as a minimum.


We will invoice you for all reactive works monthly.

There is access to the customer portal in the first instance with our Property Service Desk if you cannot find the information you are seeking. Our agents are committed to providing high-quality support and have experience in prompt call management and you can have confidence in receiving expert technical advice in return when you need it.

However if in the event you want to raise a query on the quality of service, please contact the following (in order of escalation) whom will respond as soon as possible:





Mr Mark Hunt

Contract Performance and Improvement Officer


Mr George Thompson

Contract Performance and Improvement Lead



Mr John Collins

Head of Property Services


Mr John Reed

Director of  Property & Assets

In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint.

Immediate escalation (formal BCC escalation process)

The Council’s Corporate Governance & Complaints Team (CGCT). CGCT will acknowledge the complaint within 10 days of receipt.


The CGCT will then contact the Service Director with a request for information/investigation.


The CGCT will respond within 28 days.



Neither party under this Service Level Agreement shall be liable to the other party (as far as permitted by law) for indirect special or consequential loss or damage in connection with the Service Level Agreement which shall include, without limitation, any loss of or damage to profit, revenue, contracts, anticipated savings, goodwill or business opportunities whether direct or indirect.

The Council’s maximum aggregate liability to the School for all claims arising in any Term shall not in any circumstances exceed the aggregate sum paid under or pursuant to this Service Level Agreement in the subsequent Term in respect of which the claim arises.

Notwithstanding any other provision of this Service Level Agreement neither party limits or excludes its liability for:

  • Fraud or fraudulent misrepresentation;
  • Death or personal injury caused by its negligence;
  • Breach of any obligation as to title implied by statute; or
  • Any other act or omission, liability for which may not be limited under any applicable law.

Property Plus Membership Fee:

The Property Plus Membership Fee is payable from the commencement date of this contract. An invoice/journal will be raised by the County Council according the area band, based on gross external area (GEA), of the school/academy as recorded on the Council’s K2 property database. Payment terms are 28 days from date of invoice.


Planned Preventative Maintenance (PPM):

The County Council will raise an invoice/journal, payable from the commencement date of this contract, for the full value of the PPM estimate provided to the school/academy. Variations on the PPM estimate will be billed or refunded to the school/academy when full year accounts have been processed. Payment terms are 28 days from date of invoice.


Reactive Maintenance:

The County Council will pay all contractor invoices on behalf of the school/academy for reactive maintenance call-outs. A monthly account will be sent by journal/invoice to the school/academy through the Council’s ‘Shop for Support’ software. Payment terms are 28 days from date of invoice.


Self-Help Project Commissions:

The County Council will raise periodic invoices/journals for fees in line with your agreed personal project quotation. Payment terms are 28 days from date of invoice.



Academies, Independent and VA Schools:

None of our rates, estimates or charges include VAT unless this is specifically made clear. Otherwise VAT will be charged in addition at the prevailing rate at the time of the provision of our services.

County Council Cheque Book and Non Cheque Book Schools:

VAT will not be added to accounts for Bucks County Council schools as the Council’s schools are covered under the County Council’s VAT registration.


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Last updated: 28 February 2020

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