Cheryl Russell, Assistant Director (Tenancy Services) Housing, approved the payment of outstanding invoices for the Answerlink call handling platform maintenance. This decision ensures the continued provision of a vital service to vulnerable residents.

Answerlink - Call Handling Platform Maintenance Costs

Cheryl Russell, Assistant Director (Tenancy Services) Housing, approved a payment of £191,885 to Legrand for the annual maintenance of the Answerlink telecare call handling platform. This decision was made to ensure the continuity of service for vulnerable telecare users, as the provider may withdraw services if payment is not received. The payment covers outstanding invoices for the period between 2023 and 2027, with the current system set to be replaced by a digital, cloud-based platform by February 2027, meaning no further costs for this service are anticipated beyond that date.

The report highlighted that Legrand has provided the Answerlink platform for several years. A contract for annual maintenance was initially awarded in January 2020 for a three-year period via a direct award on the Northern Housing Framework. Although not formally renewed, the provider has continued to deliver the service under the original contract's terms. Significant delays in Legrand issuing correct invoices were noted, attributed to initial incorrect values and staff turnover within the supplier's organisation. All outstanding invoices have now been reviewed and confirmed as accurate by the Head of Service.

The financial implications of this decision include a projected overspend of approximately £31,000 against the Housing Revenue Account (HRA) revenue budget for the Newham Network cost centre, bringing the total expenditure to an estimated £232,700 against an approved budget of £202,000. This overspend is to be contained within existing HRA resources.

The decision to approve the payment was made under the Mayoral Scheme of Delegation to Officers, specifically to approve new expenditure relating to the functions of the Directorate and authorise payments where there is a legal obligation, such as a contractual payment. The report noted that the appendix containing legal implications was exempt from public disclosure under Schedule 12A of the Local Government Act 1972, citing financial and business affairs of the Council and another person, as well as information subject to legal professional privilege.

The report also confirmed that the Council had considered its Public Sector Equality Duty under Section 149 of the Equality Act 2010, stating that payment of invoices would ensure the safety of vulnerable residents. No alternative options to payment were considered viable, as not paying would risk service disruption and put vulnerable users at risk.