Caretaking Service Standard

ROUPELL PARK RESIDENT MANAGEMENT CO-OP
 
CARETAKING AND CLEANING
SERVICE STANDARD
 
WHAT IS A SERVICE STANDARD?
 
A Service Standard lets you know what we should be doing on your estate. It allows you to look at the service we are providing and to assess whether we are doing what we said we would. It also allows us to measure the performance of our contractors or Direct Labour Organisation.
 
If you understand the service we are supposed to be providing, it allows you to help us to monitor how we and our contractors are doing. It therefore allows us to improve the quality of the service we provide by getting feedback direct from you. You live on the estate so it is your views that are important.
 
The standards are a mix of us telling you how often we will do specific task and of the quality of work done as it was completed. Inevitably with cleaning and caretaking work maintaining the standard is dependent on outside factors such as the behaviour of other, including residents and contactors, or the weather.
 
This Service Standard was set after widespread consultation with the residents on the estate which included us sending round a draft version to everyone on the estate and holding a meeting with all the residents on the estate. It was then agreed by the RPRMC Board.
 
WHAT AREAS OF THE ESTATE ARE COVERED?
 
This Service Standard covers all areas of the estate form which RPRMC is responsible. This includes: -
  • Stair cases, windowsills, balustrades, walls and ceilings
  • Landings, entrance lobbies and corridors
  • External walkways
  • Communal Lighting
  • Lifts
  • Estate roads and parking spaces other than highways roads that are the responsibility of Lambeth Council
  • Grassed areas and flower beds but not the grounds maintenance service
  • The outside walls of the blocks and estate boundary walls and fences
  • Bins, bin chambers and rubbish chutes
  • Communal doors and Windows
  • Play Areas

This Service Standard does not cover the following areas: -

  • Highways roads and pavements
  • Grounds maintenance (there is a separate service standard for this)
  • Flat doors and windows
  • Individual balconies
 
WHAT ARE THE STANDARDS?
 
Where appropriate we will publish a timetable of works for every block and place it in the
notice board for the block. We will also provide a weekly signing in sheet to confirm that the
caretaker has been done the work with one sheet per block.
 
Where we are unable to meet the agreed timetable we will let you know the reason why
and when we expect to get back to normal.
 
CLEANING
Excellent
  • We will stick to the agreed published timetable of works and sign attendance sheets
  • All stair cases, landings, entrance lobbies, corridors and external walkways are clear of rubbish
  • Stair cases, windowsills, balustrades, walls, ceilings and communal lights are free of dust, dirt and cobwebs
  • Lifts are rubbish free and washed daily. Are left odor free and dry
  • Signage warning of wet surfaces used when any areas are washed down
  • Estate roads and parking areas swept weekly
  • Estate roads and parking areas kept free of rubbish
  • Grassed areas, planting beds and play areas are free from rubbish and subject to daily litter picking
  • Bin chambers kept free of rubbish
  • Bin chambers washed out weekly and kept odor free
  • Bin chutes kept clear, hoppers clean and in operation
  • Internal surfaces of glass communal doors and windows cleaned quarterly and left clean and smear free with external glass cleaned where it can be reached without a ladder
Acceptable
  • We will stick to the agreed published timetable of works but do not sign attendance sheets
  • All stair cases, landings, entrance lobbies, corridors and external walkways are
  • substantially clear of rubbish and dirt
  • Stair cases, windowsills, balustrades, walls, ceilings and communal lights are substantially free of dust, dirt and cobwebs
  • Lifts are rubbish free and washed daily. Are left odor free and dry
  • Signage warning of wet surfaces used when any areas are washed down
  • Estate roads and parking areas swept weekly
  • Estate roads and parking areas kept substantially free of rubbish
  • Grassed areas, planting beds and play areas are substantially free from rubbish and subject to daily litter picking
  • Bin chambers kept substantially free of rubbish
  • Bin chambers washed out weekly and kept odor free
  • Bin chutes kept clear, hoppers clean and in operation
  • Internal surfaces of glass communal doors and windows cleaned quarterly and left clean and smear free with external glass cleaned where it can be reached without a ladder
Poor
  • We do not stick to the agreed timetable of works
  • Substantial accumulations of rubbish on stair cases, landings, entrance lobbies, corridors and external
  • Substantial accumulations of dust, dirt and cobwebs on stair cases, windowsills, balustrades, walls, ceilings and communal lights
  • Substantial accumulations of rubbish in lifts. Odor detectable in lift
  • Signage warning of wet surfaces not used when any areas are washed down
  • Estate roads and parking areas not swept weekly
  • Substantial accumulations of rubbish on estate roads and parking areas
  • Substantial accumulations of rubbish and litter on grassed areas, planting beds and play areas
  • Substantial accumulations of rubbish in bin chambers
  • Bin chambers not washed out weekly and are not kept odor free
  • Bin chutes blocked, hoppers dirty and are damaged or not operational
  • Internal surfaces of glass communal doors and windows dirty and uncleaned
Unacceptable
In addition to poor standards above
  • We do not stick to the agreed timetable of works and do not tell you why
 
OTHER TASKS AND RESPONSIBILITIES
Excellent
  • All graffiti cleared within 72 hours of reporting
  • Racist or other offensive graffiti cleared within 24 hours of reporting
  • Bins moved from bin chambers to allow collection
  • Road areas cleared of all loose rubbish after bins have been emptied
  • Bulk waste and fly tipping cleared daily where volume of type allows this to happen
  • Fly tipping reported to Lambeth Council where it cannot be removed by local team
  • Communal Lighting inspected daily and faulty lights reported and repaired in 24 hours
  • Play area inspected weekly and any repairs or defects reported
  • Minor repairs carried out by caretaking team
  • All repairs reported to estate office within 24 Hours
  • Health and Safety repairs raised within 1 hour
  • Lift outages reported to office within 2 hours
  • All incidents of anti social behavior reported to office within 1 hour
  • All suspected incidents of squatting or illegal occupation reported to office within 1 hours
Acceptable
  • All graffiti cleared within 1 week of reporting
  • Racist or other offensive graffiti cleared within 24 hours of reporting
  • Bins moved from bin chambers to allow collection
  • Road areas substantially clear of all loose rubbish after bins have been emptied
  • Bulk waste and fly tipping cleared daily where volume of type allows this to happen
  • Fly tipping reported to Lambeth Council where it cannot be removed by local team
  • Communal Lighting inspected daily and faulty lights reported and repaired in 48 hours
  • Play area inspected weekly and any repairs or defects reported
  • All repairs reported to estate office within 24 Hours
  • Health and Safety repairs raised within 1 hour
  • Lift outages reported to office within 2 hours
  • All incidents of anti social behavior reported to office within 24 hours
  • All suspected incidents of squatting or illegal occupation reported to office within 24 hours
Poor
  • Graffiti not cleared within 1 week of reporting
  • Racist or other offensive graffiti not cleared within 24 hours of reporting
  • Bins moved from bin chambers to allow collection
  • Road areas substantially clear of all loose rubbish after bins have been emptied
  • Bulk waste and fly tipping cleared within 48 hours where volume of type allows this to happen
  • Fly tipping reported to Lambeth Council where it cannot be removed by local team
  • Communal Lighting inspected daily and faulty lights reported and repaired in 48 hours
  • Play area inspected monthly and any repairs or defects reported
  • All repairs reported to estate office within 24 Hours
  • Health and Safety repairs raised within 24 hours
  • Lift outages reported to office within 2 hours
  • All incidents of anti social behavior reported to office within 48 hours
  • All suspected incidents of squatting or illegal occupation reported to office within 1 week
Unacceptable
  • Graffiti not cleared within 2 weeks of reporting
  • Racist or other offensive graffiti not cleared within 24 hours of reporting
  • Bins moved from bin chambers to allow collection
  • Substantial accumulations of rubbish in road after bins have been emptied
  • Bulk waste and fly tipping not cleared within 48 hours where volume of type allows this to happen
  • Fly tipping not reported to Lambeth Council where it cannot be removed by local team
  • Communal Lighting not inspected daily and faulty lights not reported and repaired in 48 hours
  • Play area inspected monthly and any repairs or defects reported
  • All repairs reported to estate office within 48 Hours
  • Health and Safety repairs raised within 24 hours
  • Lift outages reported to office within 4 hours
  • All incidents of anti social behavior not reported to office
  • All suspected incidents of squatting or illegal occupation not reported to office

 

MONITORING
We will monitor our performance against this service standard through a number of ways. We are also dependant our tenants and leaseholders helping to monitor the standards that have been set.
 
Standards will be monitored by -
Maintenance and Estate Services ManagerWeekly
Housing OfficerMonthly
Resident Board MemberQuarterly
Block RepresentativeMonthly

We will also carry out a 20% door to door surveys on each block on a random sample of residents on a quarterly basis.

The results of the monitoring will be provided quarterly to the Board and in the RPRMC annual report.