ON CALL, CALL-OUT AND OUT OF HOURS WORKING POLICY 2026 This policy was approved by the Committee of Management on 19th March 2025. There was a minor review in July 2026. It should be reviewed again no later than 28th February 2028. The policy has been assessed through the organisational impact assessment process. We can, if requested, produce this document in different formats such as larger print or audioformat. We can also translate the document into various languages, as appropriate.
SCOTTISH HOUSING REGULATOR STANDARDS
STANDARD 1 The governing body leads and directs the RSL to achieve good outcomes for its tenants and other service users. STANDARD 2 The RSL is open about and accountable for what it does. It understands and takes account of the needs and priorities of Its tenants, service users and stakeholders. Its primary focus is the sustainable achievement of these priorities. STANDARD 3 The RSL manages its resources to ensure its financial well-being, while maintaining rents at a level that tenants can afford to pay. STANDARD 4 The Governing body bases its decisions on good quality information Information and advice and identifies and mitigates risks to the organisation’s purpose. STANDARD 5 The RSL conducts its affairs with honesty and integrity. STANDARD 6 The Governing body and senior officers have the skills and knowledge they need to be effective.
WEST GRANTON HOUSING CO-OPERATIVE LIMITED 26 Granton Mill Crescent Edinburgh EH4 4UT Tel: 0131 551 5035 Email: mail@westgrantonhc.co.uk West Granton Housing Co-operative Limited is a fully mutual housing co-operative registered as a social landlord with the Scottish Housing Regulator (HAC 225); and is a registered society under the Co-operative and Community Benefit Societies Act 2014 (2357 RS).
Contents 1.0
INTRODUCTION ............................................................................................................... 3
1.1
On-call arrangements - Inclusion in Rotas .................................................................... 3
1.2
On-Call Support............................................................................................................. 3
1.3
Payment for On-Call Rotas ........................................................................................... 3
1.4
On-Call Rota................................................................................................................... 4
2.0
CALL OUT ARRANGEMENTS ......................................................................................... 4
2.1
Call-Out Rates ............................................................................................................... 5
2.2
Further Call-Out............................................................................................................. 5
2.3
Other Arrangements...................................................................................................... 5
2.4
Return to Work ............................................................................................................... 5
2.5
Guidelines....................................................................................................................... 5
2.6
General Call-Out Arrangements .................................................................................... 6
2.7
Work / Life Balance ........................................................................................................ 6
2.8
Data Protection............................................................................................................... 6
2.9
Review of Policy ............................................................................................................. 6
3.0
APPEALS AND COMPLAINTS ......................................................................................... 6
4.0
EQUALITY, DIVERSITY AND INCLUSION ...................................................................... 7
5.0
UK GDPR (GENERAL DATA PROTECTION REGULATION) ........................................ 7
6.0
EQUALITIES IMPACT ASSESSMENT ............................................................................ 8
Document Name: Created: Owner: Location / Path:
On Call, Call Out & Out of Hours Working Policy David Mills / WGHC David Mills / WGHC WGHC \ X:
Version: Version Date: Review Due: Pages:
2.0 31/07/26 28/02/28 Page 2 of 8
1.0
INTRODUCTION
Although infrequent, there are approximately 3 or 4 occasions per year whereupon WGHC staff are called / contacted ‘out of hours’ by the Aquarius Call Centre due to a situation affecting either WGHC tenants or WGHC properties (flooding / water leaks being the most common). Traditionally, this has been covered on a voluntary basis by the former ‘Maintenance Manager’, the CEO and the COO. No WGHC staff have been renumerated for being ‘on call’ or being called out. Overtime or TOIL payments have been made in respect of the hours worked, out of hours. As such, it is proving difficult to ensure the availability of staff prepared to be ‘on call’, called out and undertake out of hours working. It is therefore proposed to implement a rota system described throughout this policy. 1.1
On-call arrangements - Inclusion in Rotas
Staff members who possess the necessary levels of knowledge, skills and experience will be invited to ‘opt-in’ to the rota system so that every eligible member of staff will have the same opportunity to receive on-call and call-out payments. In exceptional cases, where a rota of staff is required to provide essential out of hours support and where insufficient numbers of staff have ‘opted-in’ other staff may be required to join the rota system. However, before any member of staff can be required to join a rota, the following steps must be taken: Consultation will take place with individual staff to establish agreement to join the rota system; Staff will not be required to join a rota where there are good reasons for not doing so e.g. care of dependents, health issues etc. 1.2
On-Call Support
In considering the nature of the on-call support required, it should be borne in mind that the following factors will generally dictate which of out of hours support is required: the nature of the call out incident the number of staff available the spread of knowledge, skill and experience possessed by those on the rota system 1.3
Payment for On-Call Rotas
It is proposed there will be one flat rate of payment made to staff who provide the rostered cover and who respond to callouts and to attend on site if necessary. Payment for being on-call will be made to all staff who have ‘opted-in’ to provide on call, callout and out of hours working.
Document Name: Created: Owner: Location / Path:
On Call, Call Out & Out of Hours Working Policy David Mills / WGHC David Mills / WGHC WGHC \ X:
Version: Version Date: Review Due: Pages:
2.0 31/07/26 28/02/28 Page 3 of 8
For each on-call period of one month, a member of staff will be paid £210.00 per month which will be subject to statutory deductions, i.e. income tax / national insurance at the relevant rates. The call out period will commence at 08.30hrs on the 1st day of the calendar month and complete at 08.29hrs on the 1st day of the following month, whereupon the next person on the rota will take over at 08.30hrs. In any of the 5 months within the year where a Public or Bank holiday falls, typically: Easter Spring Holiday September Weekend Christmas New Year
(March or April) (May) (September) (December) (January)
the on-call payment will be increased to £280.00 per month, again, subject to statutory deductions, i.e. income tax / national insurance at the relevant rates. This additional payment is in recognition that there are more on-call hours over such periods. The on-call payments will increase overhead to the co-op in the sum of £2,870.00 per annum, or an average of £239.16 per month. 1.4
On-Call Rota
On-call rotas will be scheduled for a monthly period for all ‘out of hours’ periods, Monday to Friday between 16.30 and 08.30 and Saturday, Sunday and Bank Holidays. It is anticipated that at least 3 staff members will ‘opt in’ to the rota system meaning staff will be on-call on 4 occasions within the year. If 4 staff members ‘opt in’ staff will be on-call on 3 occasions within the year etc. Staff providing cover will be required to be on-call at all the specified times during the on-call period with access to both ‘phone and e-mail communication and the ability to attend any WGHC property as may be required.
2.0
CALL OUT ARRANGEMENTS
Call-out arrangements apply to all staff who have ‘opted in’ in order they respond to requests, either directly from tenants, the Aquarius Call Centre staff or Emergency Services. The on-call and call-out system may only be used for emergency works. An emergency is defined as a problem which requires urgent attention before the start of the next routine shift or working day. Emergency work may be carried out on site or remotely, depending on the nature of the work, i.e. liaison with WGHC contractors.
Document Name: Created: Owner: Location / Path:
On Call, Call Out & Out of Hours Working Policy David Mills / WGHC David Mills / WGHC WGHC \ X:
Version: Version Date: Review Due: Pages:
2.0 31/07/26 28/02/28 Page 4 of 8
2.1
Call-Out Rates
Staff who are called out will be paid in accordance with contractual EVH agreed rates if their 35hrs contracted working hours have been / will be exceeded. Where staff are required to attend on site as a result of the call-out, travel time to and from the work site is included in the calculation of hours payable. Travel time will be agreed in advance with all individual staff members who are available for call-out. 2.2
Further Call-Out
If, during the initial call-out period, a further emergency arises and the member of staff is asked to attend to it on completion of the initial call-out task, any subsequent work which goes beyond the initial period will continue to be paid on the hourly rate and will be treated as part of the initial call-out. However, a further call-out which occurs after the expiry of the original call-out and agreed travel time home, will be treated as a new call-out and subject to section 2.1 above. 2.3
Other Arrangements
Any incidents that require a ‘call-out’ must be reported and shared with the COO and/or CEO. At the discretion of the CEO / COO, staff may receive time off in lieu (TOIL) instead of payment. In this situation, EVH terms and conditions would apply. 2.4
Return to Work
There is a need to ensure that, not only are statutory requirements relating to time away from work met, but also that sensible arrangements are put in place to ensure that staff are capable of working effectively after being called-out and that the principles of work-life balance are adhered to. 2.5
Guidelines Total Time Worked
Finish Time (of callout) i.e. back home
Upto 2 hours
Between 1-4 hours
Over 4 hours
If, before midnight
Normal start time
Normal start time
Normal start time
Midnight-5am
Midday
Midday
Midday
5am – 9am
Continue at work
Continue at work
Continue at work
It should be emphasised that these are only guidelines. Staff members will be paid from their normal start time in addition to the on call and call-out payment they receive.
Document Name: Created: Owner: Location / Path:
On Call, Call Out & Out of Hours Working Policy David Mills / WGHC David Mills / WGHC WGHC \ X:
Version: Version Date: Review Due: Pages:
2.0 31/07/26 28/02/28 Page 5 of 8
2.6
General Call-Out Arrangements
Response times i.e. the maximum length of time in which the member of staff must respond to the call, will be agreed internally between the Rota team. On call staff must ensure that they are in a position to comply with these requirements when they are on-call. Call-out staff must be competent to be able to attend work or carry out work remotely as required. Rota arrangements should be reviewed on a regular basis, bearing in mind changes in staffing levels, the pattern and nature of callouts and other factors. On-call staff must ensure that any WGHC equipment is kept in a working condition, e.g. mobile phone batteries are kept charged. 2.7
Work / Life Balance
The COO should monitor the frequency and length of callouts and the extent of planned and unplanned out of hours working on a regular basis to ensure that no member of staff is being required to undertake additional work which may be detrimental to their health and wellbeing. 2.8
Data Protection
The organisation will treat personal data in line with our obligations under the Data Protection Act 2018 and the UK GDPR. Information regarding data will be used and the basis for processing your data is provided within the WGHC employee privacy notice 2.9
Review of Policy
Responsibility for review and monitoring the application of this policy will rest with the CEO / COO. The policy will be reviewed every 3 years unless legislative changes prompt the need for an earlier review, or if it is found the policy is not practically working as intended.
3.0
APPEALS AND COMPLAINTS
WGHC is committed to valuing complaints and ensures that the organisation benefits from feedback to identify areas for change and improvement. If anyone is dissatisfied with the service they have received because of this Policy, they will be encouraged to use our Complaints Procedure. Similarly, any individuals dissatisfied with decisions made in the operation of the Policy are entitled to appeal against these. The WGHC Complaints Policy details the way in which complaints can be made, the timescales for responding and the appeals process. Anyone dissatisfied with the outcome of their complaint having exhausted WGHC’s complaint procedure has the right to refer the matter to the Scottish Public Services Ombudsman.
Document Name: Created: Owner: Location / Path:
On Call, Call Out & Out of Hours Working Policy David Mills / WGHC David Mills / WGHC WGHC \ X:
Version: Version Date: Review Due: Pages:
2.0 31/07/26 28/02/28 Page 6 of 8
4.0
EQUALITY, DIVERSITY AND INCLUSION
WGHC will ensure that in implementing this Policy it will not unfairly discriminate against any individual, household or group on the grounds of sex or marital status, on race grounds, or on the grounds of disability, age, sexual orientation, language or social origin, other personal attributes, including beliefs or opinions such as religious beliefs or political opinions. (See Section 6.0 for an Equalities Impact Assessment)
5.0
UK GDPR (GENERAL DATA PROTECTION REGULATION)
WGHC will treat all personal data in line with its obligations under the current UK General Data Protection Regulation and The Data Protection Act 2018. Information regarding how data will be used and the basis for processing data is provided within the WGHC Privacy Notices (available on the WGHC website, or, upon request).
Document Name: Created: Owner: Location / Path:
On Call, Call Out & Out of Hours Working Policy David Mills / WGHC David Mills / WGHC WGHC \ X:
Version: Version Date: Review Due: Pages:
2.0 31/07/26 28/02/28 Page 7 of 8
6.0
EQUALITIES IMPACT ASSESSMENT WGHC Equality Impact Assessment
Policy Name:
On Call, Call-Out and Out of Hours Policy: New or Review Review Working Policy Assessor: David Mills, COO Assessment Date: 31/07/26 1) Briefly describe the The policy aims to ensure that emergency incidents are responded to aims, objectives and promptly, consistently and fairly, while recognising staff availability, purpose of the policy competence, wellbeing and contractual payment arrangements. 2) Who is intended to WGHC tenants, staff participating in or affected by the rota, and the benefit from the policy? organisation as a whole. (e.g. Staff, Tenants, Contractors) 3) What outcomes are Clear, fair and consistent arrangements for out of hours emergency cover; wanted from the policy appropriate payment or TOIL arrangements for staff; protection of staff (e.g. benefits to health and wellbeing; and assurance that tenants can receive an Tenants / Staff etc.) emergency response outside normal office hours where required. 4) Which protected Age Disability Gender reassignment characteristics could be affected by this Race Sex Religion or belief policy? Sexual Orientation Marriage or civil partnership (Highlight in yellow all that apply) Pregnancy and Maternity 5) If the policy is not relevant to any of the protected characteristics listed above, state why and end the process here
The policy may be relevant to some protected characteristics because rota participation and out of hours availability could be affected by caring responsibilities, disability, health, pregnancy or maternity, age, religious observance or other personal circumstances. The policy includes consultation, voluntary opt-in arrangements where possible, and recognition that staff should not be required to join a rota where there are good reasons for not doing so. 6) Describe the Positive Impacts Negative Impacts likely positive or The policy supports fairness by Potential negative impacts could arise if negative impacts giving eligible staff the opportunity to rota participation creates pressure on staff the policy could opt in to rota arrangements and with caring responsibilities, disabilities, have on any of receive payments on a consistent health conditions, pregnancy or maternitythe groups basis. related needs, religious observance identified above commitments, or other legitimate personal in section 4. circumstances. 7) What actions are Managers should ensure that rota arrangements are discussed with required to address affected staff, reasonable individual circumstances are considered, and no the impacts arising staff member is unfairly disadvantaged. The COO should monitor call-out from this assessment? frequency, working hours and wellbeing impacts and review rota arrangements if equality, health, wellbeing or staffing concerns arise. Name:
David Mills, COO
Signature: Date: Document Name: Created: Owner: Location / Path:
31/07/26 On Call, Call Out & Out of Hours Working Policy David Mills / WGHC David Mills / WGHC WGHC \ X:
Version: Version Date: Review Due: Pages:
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