Caretaking

Service Standards

The following information gives you clear information about what our caretaking staff will do and when.

How do we monitor the standards

Each of our estates has a standard of cleanliness that you can expect. It is this that you pay for, rather than the number of caretakers that visit each site.

If you would like a copy of the cleaning timetable for your block or estate, ask your caretaker or local housing office.

Your local Estate Officer, and sometimes the Caretaking coordinator, visits your estate every month to make sure the service standards are being met. If you would like to see the recent inspection reports for your area, please ask your local housing office.

Our services and targets

Caretaking Service Standards PDF 446K

We are committed to providing a safe, clean and attractive environment for you to live in and enjoy.

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Best Value 199 Caretaking Services PDF 1.12M

Pictorial quality standard presentation 2007-2008.

Caretaking Service - High-rise flats (6 or more floors)

We will:

Clean lifts and lobbies and inspect chute rooms and bin rooms every day
Clean stairs and landings every week
Pick up litter from outside areas every day
Remove bodily waste within 3 working hours; and
Remove large amounts of litter within 1 day

Caretaking Service - Low-rise flats (less than 6 floors)

We will:

Clean shared areas, bin rooms and chute rooms once a week
Pick up litter from outside areas once a week
Remove bodily waste within 3 working hours; and
Remove large amounts of litter within 1 day

Removing graffiti

We will:

Remove racist or abusive graffiti within 1 day; and
Remove standard graffiti within 5 days

Removing drug litter

We will:

Remove drug litter within 4 hours

Removing dumped rubbish

We will:

Remove small amounts of dumped rubbish within 3 days; and
Remove large amounts of dumped rubbish within 1 day

Collecting dumped bulky rubbish (council flats)

We will:

Remove dumped bulky rubbish in high-rise blocks within 3 days; and
Remove dumped bulky rubbish in low-rise blocks within 5 days

Rubbish chutes and bin rooms

We will:

Clear blocked chutes within 1 day. (If we cannot do this within 1 day, we will ask Enterprise to complete the task)

Shared repairs

We will:

Carry out repairs that caretakers are able to deal with

New tenants

We will:

Meet all new tenants in high-rise blocks within 2 weeks of them moving in (to highlight environmental and caretaking issues)

Lighting in shared areas

We will:

Replace faulty lighting in shared areas within 1 day. (If we cannot do this within 1 day, we will report it to Enterprise so they can complete the task)

Notes

Our target times are from either when a problem is reported to us, or when our caretaking staff discover it
We will monitor all cleaning and litter-removing routines at least once a month