Carillion and LS&S; the dangers of library privatisation.

Carillion

It's amazing how many people didn't know that Carillion ran 4 library services in London.
In 2012 Harrow, Ealing, Hounslow and Croydon outsourced their library services to John Laing Integrated Services who then sold the contract on to Carillion in 2013. In 2017 Hounslow terminated its contract with Carillion and in the last few days Croydon followed suit after news that the firm had been liquidated, but even before the final crash came about news was coming out of the borough that Carillion were doing a bad job and couldn't even pay their newspapers bills!
Harrow and Ealing have yet to play their hands both claiming that it would be too costly to take the services back in-house and look likely to re-outsource with GLL being mentioned in some quarters.
I've been keeping tabs on Carillion's library venture since 2013 and have consistently over this time heard from good sources that they were making a real hash of things. Right from the start Unison, the main union representing library workers, experienced barriers in negotiating recognition agreements which really isn't that surprising considering Carillion's involvement in a major blacklisting scandal. If you wanted tangible proof of their mismanagement you only had to visit Croydon Central Library, it was a mess with half-empty and untidy shelves, one of the worst children's libraries you've ever seen and a visible lack of staff or even self-service kiosks that worked, it was a disgrace.
Anyway Carillion are no more and i live in hope that this has acted as a wake up call to councils, especially Labour ones, who are considering privatising such a crucial statutory service.

LS&S (formerly LSSI)

The US private library firm LS&S have recently lost a contract in Santa Clarita, California. Staffing shortages, unfilled vacancies, low morale and a drastic drop in usage have been cited as the reasons for termination of the contract. Now this didn't come as a surprise to my comrade Lori Rivas and other campaigners/users in Santa Clarita who not only put up an epic battle against privatisation in the first place but have also been raising issues and concerns since the contract was signed. Solidarity and congratulations to Lori et al.
Last week, after a law suit and community protests, LS&S won the contract to run libraries in nearby Escondido. Campaigners have vowed to keep fighting and let's hope they do.

https://www.theguardian.com/books/2018/jan/17/london-libraries-assess-impact-of-carillion-collapse
http://www.sandiegouniontribune.com/communities/north-county/sd-no-library-outsourcing-20180110-story.html
http://www.sandiegouniontribune.com/communities/north-county/sd-no-library-opposition-20180116-story.html

Update on Carillion.

In response to my recent post entitled 'The law of the building site; Carillion and public libraries' I've received the following information;

Approx 100 individuals have been given "at risk of redundancy" notices across Croydon, Ealing, Harrow and Hounslow Libraries and Culture. Carillion employ about 500 people in Libraries in the four Boroughs, so this is about 20% of all staff.  The distribution of "at risk" individuals/roles is not evenly distributed across the Boroughs, some have less some have more.

These restructure proposals were written in early 2013 before the Carillion buy out of JLIS. The implementation date for the new structure, which would involve a minimum of 30 job losses across the four Boroughs, has been set for 1st of February 2014.

I've been told that there are both zero hours and agency staff in all the Boroughs. These people could theoretically be sacked with a week's notice, so may be that's where this comment came from.

In respect of Children's and Youth Services, and library services in general, I've been told that Carillion appear to have no basic interest in these and really only bought JLIS out to gain access to their 'Facilities Management' contracts.

I've also been told that negotiations are ongoing over restructuring and redundancies and that the zero-hours issue has also been raised.

The law of the building site; Carillion and public libraries.

If a recent comment posted on my site is to be believed, and I have no reason to doubt it, then it looks as if Carillion have tried to introduce the law of the building site into public libraries;

"Well in Harrow ALL the managers and qualified librarians and back room (stock services) staff were given their marching orders. Upwards of 20 staff sacked with 1 week notice. The union is involved now and the staff have not left yet. Carillion haven't finished yet, they are set to look at other groups of staff, eg schools + young peoples services next. Meanwhile new recruits are going on a zero hours contract."

I've heard stories from friends who work on building sites that they and other workers have been told to pack their tools with a days, a weeks or with no notice. This, and blacklisting, seems to be common practise in the construction industry. 

This shocking news about Harrow fits in with the other bits and pieces I've heard from Ealing and Croydon where staff are being threatened with redundancies and 'restructuring', many more will flee with ER/VR packages if they can get them? As yet i haven't heard anything from Hounslow, but that's not surprising as it's always been very hard to get inside information from that service.

The comment about zero-hours contracts doesn't surprise me, GLL also use these in Greenwich and Wandsworth Libraries, as far as we know? What is shocking is that they are no longer just being used to keep a pool of temps such as students and the retired, who may be suited by these arrangements, to cover busy periods but it's being claimed that they are now being used for all new recruits? This is a worrying escalation.

If this cull does take place then many skilled and professional staff will be lost and the staff who are left behind may find themselves having to deal with short staffing, increased workloads and low morale which will undoubtedly have an adverse effect on the quality of the service.

JLIS bought out by Carillion

A few weeks ago a couple of big birdies told me that JLIS, the company that manages Hounslow, Ealing, Harrow and Croydon Libraries, where soon to be bought out. And lo and behold;

"The company John Laing, which includes Croydon LBC and Tunbridge Wells BC among its contracted clients, announced it had sold its support services and facilities management business to Carillion plc because it no longer fitted with core business.
All staff in the division, called John Laing Integrated Services (JLIS), have transferred directly over.
The sale was unconditional and took place on 18 October 2013."

http://www.lgcplus.com/laing-sells-out-to-carillion/5064520.article?blocktitle=Latest-Local-Government-News&contentID=2249

What this will mean for users and staff who knows? Although it must be a little unsettling to say the least as staff and users in Ealing, Harrow & Croydon have only just got to know JLIS in the last few weeks (Hounslow has been run by them for over 5 years) and are now going to have to start again. A recent article also raises concerns about the lack of communication and consultation involved in the takeover;

"It is understood members of staff at the libraries were not informed of the sale and only realised a change had taken place after they noticed their emails had changed last weekend.
There is also confusion as to how the handover with Carillion will take place, with employees being told that previous arrangements with JLIS such as child credits are now suspended until further notice."
 

The other thing that might worry staff is the Carillion's reputation for being anti-union and for cutting jobs and terms and conditions, see;
http://www.gmb.org.uk/newsroom/gmb-carillion-swindon-protest-over-cuts  

I'm sure we will find out soon enough!

For an excellent analysis see;

http://insidecroydon.com/2013/10/25/library-operators-carillions-shady-record-on-blacklistings/
http://insidecroydon.com/2013/10/22/laing-exit-library-business-after-taking-over-in-croydon/

Tories brand library consultation a 'sham' - The Hounslow Chronicle - 26/09/12

http://www.hounslowchronicle.co.uk/west-london-news/local-hounslow-news/2012/09/26/tories-brand-library-consultation-a-sham-109642-31910528/

"Conservative Group leader, councillor Peter Thompson said: "The consultation was held during the summer holidays and the Olympics, no wonder the response was so low, ward councillors were not even told about it.

"The consultation should be re-run and announced so everyone is aware that, again, libraries are under threat and that their voice must be heard. The final question in the consultation of the option to 're-locate library sites' is ominous as this means closure."
Conservative deputy leader, Cllr Liz Mammatt, called the consultation "a sham".

"The strategy's main options suggested placing other Council services within libraries and also relocating existing libraries to more convenient sites to release funding."

"Residents and local groups are also unhappy with the consultation. Suzie Betlem, president of the Brentford Chamber of Commerce, said: "I would definitely support a re-consultation. Libraries are extremely important in our community, especially for school children using it for educational purposes, and I feel not enough was done to advertise the consultation."
"The council could have slipped in a form with our council tax letters, then everyone would have seen it, even if they did not choose to fill it in."

There are 44,937 registered library users in Hounslow and there where 250 responses to the 'consultation', which Labour thinks is a good outcome!

Yet another sham library consultation and another slap in the face for local democracy and accountability.

John Laing Integrated Services (JLIS) run Hounslow Libraries, so it just goes to show privatisation doesn't protect services from the ravages of austerity cuts!


 

Libraries Under Threat Again - brentfordtw8.com - 17/08/12

http://www.brentfordtw8.com/default.asp?section=info&page=library006.htm

“Labour is threatening Hounslow’s libraries again,” accused Councillor Liz Mammatt. Conservative Group Deputy Leader."
“A Consultation on the library strategy has recently been launched, when most people were pre-occupied with the Olympics and summer holidays. I found a copy quite by chance in Bedfont Library, to discover that responses are required by 15 September 2012."

The Heart of Darkness?; a trip in to Hounslow Libraries!

In July 2008 John Laing Integrated Services (JLIS) took over the management of Hounslow Libraries on a 15 year deal worth £134m, this was the first truly privatised library service in the country. JLIS is now shortlisted for library contracts in Croydon/Wandsworth and as far as we know Wokingham?

So what does a Hounslow Library look like? Well being an intrepid anti-privatisation campaigner i ventured forth into the unknown and visited the Central Library and one of the smaller branch libraries.
Dressed inconspicuously with my deerstalker hat, 'Frank Pezzanite is Darth Vader' t-shirt and a note book and pen i got the tube to Hounslow Central and did the five minute walk to Hounslow Central Library.

The Central Library is housed along with the Paul Robeson Theatre in the Treaty Shopping Centre and from the tube station is hard to find due to a lack of street signage!


sorry couldn't find any good photos of the current library interior!

The Library is situated on the 1st floor of the shopping centre and the first thing that you see after getting off the escalator or climbing the stairs are notice boards saying 'library events' but most of the notices were advertising volunteer opportunities for different positions including in the libraries, worrying!

The Library is spread out over one floor and is very spacious, but I'm not a fan of open plan libraries, they often don't work very well! There are are plans to refurbish it this year and while i was there there where workmen assembling shelves but the overall appearance was tired, shabby and 1970's, especially the carpet! There are some new tables and chairs and desk/pods for the staff to stand behind when they're not 'floor walking' although i didn't see anyone 'floor walk 'while i was there! There also 4 self-service kiosks and lots of pc's for public use.

The book stock was pretty good especially the non-fiction particularly around the 800's, but the 'quick reference' collection was the worst I've ever seen in any central library and included a 2009 edition of Whitaker's and an ancient copy of Gray's Anatomy! As far as i could ascertain this was the only reference collection in this part of the borough, i was told however that "Chiswick might have one"!
One thing i will say is that the shelves were very tidy, a good thing to see!

A local history collection is also housed on the same floor but was an absolute mess with books out of place and just looked very uncared for!

The children's library is uninteresting and uninspiring but does have an enclosed story-telling area and there is a space for 16-19 year olds called 'the Attic' which offers advice and information on careers etc.

After walking about for 20 minutes taking notes on my phone one of the staff spotted me, obviously suspicious and that is when i made my exit!


I then did the 20 minute walk to the New Heston Library, opened in 1960 and very pleasant from the outside with palm trees, yes i kid you not palm trees, and a seating area! The library interior was re-furbished  2 years ago and is very bright and shiny but as with most re-furbs or new built libraries nowadays it was lacking in character, a bit anodyne and homogenised like a retail outlet or an airport lounge!


The stock was ok but in the terms of fiction tended towards the 'beach read' and the non-fiction selection was small but catered for most general needs however the shelves didn't seem very full, which could mean that they have brilliant issue figures or a reduced stock fund? Also the shelf signing was very poor, so small it was easy to miss! There's a small study/reading area at the front and a few public PCs in the main floor space, yet again the desk is reduced to a pod which is probably linked to the fact that they have two self-service machines and staff are supposed to spend their 'freed' up time 'improving the user experience'!


A visit can tell you quite a lot but what do we really know about working for or using a library service run by JLIS, well not very much due to the lack of information available in the public sphere!
JLIS claim that they have increased "library attendance by 7%" and that they provide monthly performance figures to LBH as well as carrying out daily, weekly, monthly and quarterly inspections!
But it won't be publicly available due to it's sensitivity!

For a rare glimpse we have something written on Alan Gibbon's blog;

“I don’t have first hand experience of Hounslow’s library service, but a recent letter from a library user who would prefer to remain anonymous does raise concerns. The letter describes recent refits as ‘appalling’ and reports that staff morale is ‘low’ with job cuts and forced retirements leading to great uncertainty about the future and the impending strategic review. The company running the libraries, John Laing, apparently has a fifteen year contract.
“The library user reports that staff have to dress in black because the company considers that they don’t look smart enough and will be sent home if they don’t comply.
“It does seem difficult to square these practises with the most cursory reading of the 1964 Public Libraries and Museums Act whose founders surely did not anticipate that a statutory service would be hived off in this way.”


I've deliberately not talked about the staff and my interactions with them, i don't think this would be right as i wasn't there on a 'mystery shopper' exercise and they are colleagues and some of them fellow union members!

for more insight see the excellent blog
http://thoughtsofawannabelibrarian.wordpress.com/2011/03/08/privatisation-and-the-failure-narrativ/

also
http://www.laing.com/uploads/assets/JLIS_CaseStudy_Outsourcing-Hounslow.pdf
http://www.laing.com/uploads/assets/JLIS_CaseStudy_Hounslow_2.pdf
http://www.max-associates.com/casestudies.asp?casestudy=1 
http://www.hounslowchronicle.co.uk/west-london-news/save-our-libraries/

“I

“In the past 18 months we

have undertaken significant

improvements to libraries.

The council has reduce

cost of the service by

approximately £1 million

in the last 18 months

through efficiency savings

in back office costs and

the introduction of

self-service terminals.”

“In the past 18 months we

have undertaken significant

improvements to libraries.

The council has reduced the

cost of the service by

approximately £1 million

in the last 18 months

through efficiency savings

in back office costs and

the introduction of

self-service terminals.”

n the past 18 months we

have undertaken significant

improvements to libraries.

The council has reduced the

cost of the service by

approximately £1 million

in the last 18 months

through efficiency savings

in back office costs and

the introduction of

self-service terminals.”

John Laing and Hounslow

http://www.hounslowchronicle.co.uk/west-london-news/local-hounslow-news/2010/11/26/laing-rubbishes-feltham-library-rumours-109642-27721947/
http://www.hounslowchronicle.co.uk/west-london-news/local-hounslow-news/2010/11/09/hounslow-libraries-take-jobs-hit-109642-27626386/
http://www.hounslowchronicle.co.uk/west-london-news/local-hounslow-news/2011/02/14/hundreds-of-hounslow-residents-sign-libraries-petition-109642-28168735/ - also relating to this see http://alangibbons.net/?p=7931#comments and http://www.whatdotheyknow.com/request/fees_contractually_due_to_john_l
It also seems that the Reading Agency have recently received a donation from John Laing! What next CILIP excepting money from private library companies! see http://www.readingagency.org.uk/media/Reading%20Agency%20-%20February%202011.html

John Laing donation

THANK YOU: We are very grateful to Michelle Morley who has given us a donation of £1000. Every year John Laing has an internal awards initiative and this year Michelle won the Operations Award for Corporate Social Responsibility for her work with the Summer Reading Challenge volunteering programme in Hounslow libraries.

Slacks and trainers mentality - the real issue at the heart of todays modern public library service!

http://www.independent.co.uk/arts-entertainment/books/news/ssshhh-the-noisy-us-revolution-coming-to-british-libraries-2234236.html
"The "slacks and trainers mentality" among librarians will be abolished, Mr Lynch says. In its place will be "a rigorous service culture".
"Mr Fitzgerald insists that book borrowing will remain free, while peripheral services, such as coffee shops, IT centres and bookshops, could be added. "This is not selling off the crown jewels," he says. "It is about putting the library in the hands of experts who will remain answerable to the council at all times."