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 -