LTB 243/2019 CBRE Operational Issues

No. 243/2019

17 April 2019

 

To all BT Branches with members in CBRE

 

Dear Colleague

CBRE Operational Issues

A number of issues most of which are transitional have been reported to head office which has resulted in representation made to CBRE.   Please see summary of those issues along with the CBRE response.

  • JOB APP & TRAINING

It has been reported that the Job app is very slow and the screen over-complicated and not user friendly.  A number of members are advising that they require training and managers are unable to assist. 

CBRE response – We have had some issues with the user experience our business systems team are working on making this better. We will set some Webex training sessions and advise the FSM’s to communicate to any who are experiencing difficulties.

  • LAPTOPS AND PHONES:

Some members have been given laptops and phones, and some only phones.

CBRE response – We have followed the advice pre-transfer on who had mobile phone or laptops. There has been a number of requests for additional laptops some where it seems to be an oversight and some where the line manager has confirmed it is a requirement for the role. Any further requests for IT equipment should be through our normal processes and via the respective line managers.

Mobile phones & Job App.

CBRE have been experiencing technical difficulties with the app on the mobile phone, there is progress on this and a number of users are now online but we are still working on a permanent solution and will advise when this is fixed. In the meantime there is a manual process in place for issue of the work orders to colleagues. We appreciate everybody’s patience while we resolve this issue. There has been issued to all colleagues user guides however if there are still difficulties these should be reported locally to the facilities managers who will provide help and guidance.

Additionally, members are complaining at having to do important online training on their phones. Training can be completed by phone or computer if they have access to one. The use of the phone is the most effective and efficient method to complete as this does not require colleagues to attend an office location. 

  • HR CONTACTS

There are a number of escalations coming through from members advising they are unable to get answers to questions from their manager.

CBRE response – Michelle Fox michelle.fox@cbre.com is the HRBP for the BT contract and Joanne Ray is the HR Advisor Joanne.Ray@cbre.com. However, CBRE does operate a far more “downstream” HR support model, which means line managers are the first point of call for colleagues. 

  • EMAIL ADDRESSES 

Email addresses are containing names that employees did not request.

CBRE response – Colleagues are able to change their email address through the system. Colleagues can contact Michelle Fox (HRBP) if they require assistance with this.

  • SAFE/LONE WORKING APP

How does the app work and how it is to be utilised?

A number of members have advised that every 2 hours a code has to be entered into their mobile phone after an alert is sent to them. If they are driving they have to pull over in a safe place to do this. They also report being called to see what they were doing as their phone “hadn’t moved for a few hours” but at the time they were in a team meeting.

They are also being asked to utilise the app for their whole shift even when not lone working. 

CBRE Response – The CBRE staysafe app supports colleagues personal Health, safety and wellbeing  – the intention is that it is used on 2 fronts:- 

  • When a colleague is working alone – this includes travelling between work locations, working remotely from other colleagues and working in specific areas – i.e. boiler rooms, plant rooms, roof areas, isolated and/or mothballed sites. 
  • When a colleague is in distress – this applies when a colleague is either working and becomes ill, has an accident or is placed in a position which causes distress – i.e. confronted by a MOP.

How it works

  • The colleague has total control over the app – the colleague is responsible for starting, extending & stopping a session and/or raising a panic. 
  • In terms of lone working the colleague sets the time that they shall be working alone – this can be up to 9hrs and 55 mins for 1 session. 
  • In terms of a panic alert, this can be raised at any time by the colleague either after logging into the app or discreetly by pressing the power button 3 times. 
  • In terms of a colleague setting a session for their entire shift – we recommended that they have active sessions to suit the working day – i.e. a morning session – afternoon session as this limits the sessions they need to start / stop and mitigates not starting a session when they should. As above they have control. 
  • The non-activity alert you mention below is only active when the colleague has a session active – i.e. they are working alone -the non-movement of a colleague may indicate that they are unable to send a distress – i.e. they may be unconscious. In terms of being in a meeting this clearly does not meet the criteria set out above so we would expect the colleague to not have an active session. 
  • The PIN code you reference below is for the colleague protection, ensuring that no one interferes with the system – i.e. in the event of a panic alert someone else can snatch the smartphone and simply switch this off. The comment below should not happen if the colleague provides sufficient time in a session though accepting traffic issues it may as an exception. 3 possible outcomes in this instance – 1. The colleague can pull over safely and extend the session. 2. The colleague is unable to pull over safely – the Helpdesk would contact them to ensure that they are OK and give an allowance until the colleague can extend and/or end the session safely. 3. This is a genuine alert. 

The Helpdesk monitor the system. 

  • The Helpdesk monitor active sessions and distress alerts with visibility of a colleague within 10 metres of their work location – the colleague can also provide commentary on the app to their specific location, which supports effective response in the event of a safety or panic alert. 
  • The Helpdesk can only see colleagues when they start/end a session or when in distress (panic). 
  • This is not a tracking or a time in motion tool and is not monitored by line management. 

This has been shared with Line Managers so that they can help colleagues understand the app.

  • PURCHASING OF GOODS 

There appears to be a requirement for our members to purchase goods under £20 out of their own money. For many this is not affordable and prohibits their ability to then do their job.

CBRE response –   All colleagues have been advised that they can apply for a float so they can have the money in advance and draw down on this claiming back through expenses so they are not out of pocket. They should contact their line manager should they wish to apply.

  • UNIFORMS 

Uniforms are arriving with very bad sizing and difficulty reordering. For some they cannot wear what has been supplied.

CBRE response – We have been working with MTS (the uniform supplier) to arrange replacement of uniform which doesn’t fit our colleagues. On Monday evening a clear process was sent to all FSMs (copied to RFSMs) on exactly how they could return uniform. We have also signposted colleagues via Yammer (the CBRE equivalent to BT Newsfeed) to speak to their FSM.

It’s difficult to quantify whether we have ‘bad sizing’ per se in our workwear as we haven’t had any samples to do any spot checks on whether it accurately measures the advertised sizes (and we did go to great lengths to provide sizes so people could order their size and not just rely on having been a medium in any previous workwear and being the same in the new).

We are continuing to work with line managers to replace uniform where it doesn’t fit. 

I have attached a copy of an email from Sandra King that was sent to all FSM’s to outline the uniform return process. Please do feel free to share it should you wish to. 

  • WATER & FIRE RISKS 

There is concern that BT is not legally covered for water and fire risks due to ppms not being assigned and dealt with.

CBRE response – The assessment regime is under review. This is not something CBRE usually undertake by direct staff. We are aware of some overdue risk assessments which will be undertaken by CBRE 3rd party suppliers in the interim until we have finalised our strategy and insurances to undertake such tasks. Maintenance activities for both are being issued out for completion.

  • PURCHASE ORDERS 

Issues being raised regarding the length of time for goods to arrive following purchase order requests. We have reports of delivery taking over a week, slowing work down.

CBRE response – There is no reason for extended delivery times from suppliers once they have received a purchase order. Stock and delivery times should be checked before requesting PO and if lengthy an alternative supplier should be used. There have been some delays however in the Cost Management Team in raising PO’s due to vacancies. We are currently recruiting to fill these gaps which should improve the situation. 

  • TIME SHEETS

It would seem that there is now a requirement for the members to do timesheets. However, there are no passwords for this yet and also it would seem that it is an excel based system. This is OK on laptops, but it is read only on phones, so there will be issues for people that only have phones.

Members are also expressing concern about being advised that they will not be paid if they are not completed on time.  This is causing quite a lot of stress.

CBRE response We do operate a manual timesheet, guidance has been issued along with copies of timesheets with examples on how to complete, there is also an excel format available that can be completed and emailed back to a central location.

They will receive their base salary but there are cut off periods for payroll to be able to process overtime or allowances and if this is missed then it would not be paid until the following month. It is critical that timesheets are received on time as this is the basis for our cost allocation and needs to be inputted in the correct week. 

  • MACHINERY

Members are stating that machinery being provided is not sufficient to do the jobs e.g. lawn mowers.

CBRE response – All equipment was purchased from BT on transfer and is therefore what they were using previously and deemed fit for purpose. If this is not felt to be the case they should raise with their line manager. 

  • EMERGENCY RESPONSE TIME 

Emergency response time was 4 hours but has now been changed to 2.  It is felt that in most circumstances this is impossible and not achievable. Concern is being expressed that this will reflect negatively on performance.

CBRE response – Response times vary depending on the building category and type of call and is a contract requirement and not negotiable. All colleagues should endeavour to attend at the earliest possible. Performance is measured on all works for attend and completion times and reported monthly to our customer.

Any queries should be addressed to Sally Bridge sabridge@cwu.org

Yours sincerely

 

Sally Bridge

National Officer

LTB 243.2019