Tag: cleanliness

Council promises action to boost city’s cleanliness

A dedicated graffiti removal team and free special uplift service for some residents are just two new street cleansing measures the City of Edinburgh Council is considering to be introduced this year.

A report published yesterday (14 April) to be discussed by councillors at the Transport and Environment Committee on 20 April sets out how an additional £3.078m, allocated when the local authority set its Lib-Dem budget in February, will be spent introducing these as well as several other new initiatives to keep the Capital looking at its best.

The report also updates on Edinburgh’s latest Local Environmental Audit and Management System (LEAMS) survey results, which monitor the city’s cleanliness and highlight areas for action.

As well as demonstrating continued improvement in service performance, reaching pre-Covid levels, the data shows the Capital is performing better than average when compared to similar council areas.

If agreed by committee, £530,000 will be set aside for a dedicated team of officers using specialist vehicles to focus on removing graffiti from public buildings and infrastructure with the ability to raise additional income by charging privately owned buildings for the service.

Committee will also be asked to agree to £500,000 being allocated for a means tested special uplift service, making it easier for those households in receipt of council tax reduction to use the service at no cost.

Other measures being considered are increasing the budget for gully cleaning and channel cleaning by more than 50% (an investment of £380,000), funding of £180,000 for a ‘Rapid Response Service’ to improve cleanliness in the city centre, and additional teams to focus on high density areas which have communal bins and suffer from fly tipping at a cost of £290,000.

A dedicated team to tackle approach roads into the city and rural roads at a cost of £300,000 for additional staff and equipment is also being considered. This multi-skilled team would be tasked with litter picking, mechanical sweeping, gully emptying, and verge and hedge maintenance.

The remaining £940,000 would be used for night shift operations and making sure there is always cover for essential tasks such as litter bin emptying, rapid response teams, city centre and town centre cleansing.

Labour’s Cllr Scott Arthur, Environment Convener, said: “Keeping our Capital city clean and tidy for our residents, businesses and those visiting Edinburgh is a top priority for us. We have listened to residents and businesses, and now plan to redouble our focus on cleaning up Edinburgh.

“That’s why we allocated additional funding for our street cleansing team which we set aside in our (Lib-Dem) budget in February.

“If agreed, the measures highlighted in the report will allow us to employ a dedicated team to remove graffiti as well as making sure residents on lower incomes aren’t deterred from having larger items responsibly picked up from their homes through the free uplift service we are proposing.

“We’ll also reduce flood risk by increasing the gully cleaning budget.

“I’d like to thank the street cleansing staff for their efforts in recent months, they have worked within a very limited budget to improve performance.

“The latest data shows there’s been a real improvement in service delivery, and that Edinburgh performs better than average when compared to equivalent Councils.

“This gives me confidence that deploying additional staff, vehicles and equipment throughout the city will further ensure street cleanliness continue to improve.”

Ryanair rock bottom yet again while Jet2 flies high in Which? airline survey

‘Ryanair seems to be proud of being difficult’

Ryanair and British Airways have finished at the bottom of Which?’s annual survey of short-haul airlines, with both companies panned for providing poor customer service to those with disrupted flights during the pandemic.

The consumer champion surveyed more than 1,300 passengers for their experiences of flying with short-haul airlines in areas such as boarding, cabin cleanliness, customer service and value for money since November 2019. 

In a second part of the survey, Which? asked more than 1,100 passengers whose flights were disrupted how satisfied they were with how their airline handled the issue. The actions of some airlines – delaying or denying refunds for flights cancelled, or which passengers could not take, due to Covid – were reflected in these results.

Budget carrier Ryanair received an overall customer score of 55 per cent and a lamentable 47 per cent in the refund satisfaction category, with one in five customers telling Which? it took them more than a month to get a refund. 

One customer said: “Ryanair is the most awkward airline to deal with that I have ever come across. It seems to be proud of being difficult.” 

Themes that have appeared time and again – making Ryanair a fixture in the bottom three of Which?’s airline survey for more than a decade – were also evident, with another passenger adding: “Total lack of transparency about costs, and treating passengers like cattle to be squeezed for the last penny.”

When asked, ‘Is there an airline you would never fly with?’, three-quarters (74%) named Ryanair. Ryanair scored no better than two stars for all the measures in the main customer satisfaction survey – apart from value for money, where it scored three stars.

BA was second from bottom with a customer score of 63 per cent – just behind TUI Airways, but with a much lower refund satisfaction score. 

Passengers reported spending hours on hold only to be hung up on, or passed endlessly between different departments. This disappointing customer service, along with two-star ratings for food and drink, seat comfort and value for money, led one passenger to describe BA as ‘a budget style airline at premium prices’.

However, BA’s cabins ranked as joint cleanest alongside KLM and Jet2. 

Jet2 was top of the table and earned a Which? Recommended Provider endorsement.

Its record on delivering refunds was the best: more than eight in 10 (84%) respondents were satisfied with the outcome when their flight was disrupted because of Covid, and throughout the pandemic, most passengers have received a resolution in two weeks. 

Nine in 10 Jet2 customers told Which? they got a full refund, rather than having a voucher foisted upon them.

Its Covid flexibility policy is one of the best, allowing customers to make fee-free changes for most pandemic-related disruption, including lockdowns, quarantines and changing FCDO advice.

One Which? survey respondent said: “The pandemic has seen Jet2 shine. Its standard of customer care exceeds that of any other low-cost airline.”

Rory Boland, Editor of Which? Travel, said: “Ryanair’s consistently terrible customer service has made it a fixture among the worst performers in our surveys for many years – but the airline plumbed new depths with its handling of Covid refunds.

“BA’s reputation also deservedly took a battering when it took a hard line on refunds for passengers who could not travel because they followed government health guidance. 

“Many passengers will not forget how they were treated by companies during the pandemic. Covid could still cause disruption to international travel, so we would advise travellers to book with operators that have flexible booking policies and a record of treating their customers fairly.”  

Western General: Must do better

Follow-up inspection finds there’s still room for improvement at Western General

WesternGeneral

The Healthcare Environment Inspectorate (HEI) has published its report following an unannounced follow-up inspection visit to the Western General Hospital on Tuesday 26 and Wednesday 27 May – and further improvement is required before the local hospital can be given a clean bill of health.

HEI, part of Healthcare Improvement Scotland, was set up to help reduce healthcare associated infection risk to patients through a rigorous inspection framework.

The HEI inspection team examined NHS Lothian’s self-assessment information and then inspected the hospital to validate this information, meet patients and staff, and visit wards and departments to assess how clean the hospital was and if it was meeting national standards.

This follow-up report should be read along with the previous report produced last November, as May’s inspection follows up on the requirements made at that inspection. (See NEN blog post 26 January ‘Simply Unacceptable’).

Inspectors found that the NHS board has met six of the requirements made at the previous inspection in November last year, and partially met two other requirements.

This latest inspection resulted in no new requirements or recommendations.

Jacqui Macrae, HEI’s Head of Quality of Care, said: “Our inspectors found that NHS Lothian has met six of the eight requirements we made in our previous inspection. Progress has been made in addressing the remaining two requirements but these have only been partially met.

“As a result, NHS Lothian must take further action to maintain a clean environment in the acute receiving admissions unit. It must also ensure that a consistent system is in place to check all mattresses across all wards and departments.

These requirements will be carried forward to the next inspection and we expect NHS Lothian to address these areas as a matter of priority.”

The full HEI inspection report can be found at: http://www.healthcareimprovementscotland.org/our_work/inspecting_and_regulating_care/nhs_hospitals_and_services/nhs_lothian/western_general_hospital.aspx