Caretaking Service Standard
ROUPELL PARK RESIDENT MANAGEMENT CO-OP
CARETAKING AND CLEANING
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
- 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.
In addition to poor standards above
OTHER TASKS AND RESPONSIBILITIES
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 Manager||Weekly|
|Resident Board Member||Quarterly|
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.