SLAs - Estate management

Cleaning services apply to all common parts of all residential blocks and are undertaken on the working days Monday – Friday by directly employed staff unless a variation has been agreed. They will undertake the following tasks at the stated frequencies:

Cleaning teams also clean car park areas, lakeside and podia areas under BEO control on a scheduled basis and salt, grit and clear snow and detritus as necessary.

*Frequency definitions

• Daily: Monday to Friday (plus Saturday and/or Sunday where variation agreed)
• Weekly: once in any working week
• Monthly: once per calendar month
• As Required: regular inspection and appropriate action will be undertaken.

Cleaners also undertake the following unscheduled tasks:

• Emergency cleaning tasks eg floods, hygienic cleaning to remove health risks
• Removal of graffiti
• Fixing protective curtains in lifts as requested and removing them when no longer required

A pigeon service is carried out by contractors weekly to control pigeon nesting and by the Harris Hawk service to control pigeon numbers.

The BEO delivers window cleaning services through specialist contractors. Window cleaning tasks will be carried out at the following intervals:

Each external glass face of flats

• Windows and doors
• Both faces of privacy screens, balcony screens and glazing in communal areas

All to be cleaned

• once every 6 weeks or
• once every quarter, where abseiling is required

Contractors will be on site between 8.30am and 4.30pm (Monday to Friday) but will not enter balcony areas before 9am. Contractors will obtain key permissions where appropriate where access is required or make access arrangements with individual residents, as required.

Contractors will carry out health and safety testing of security eye-bolts and will make a report to the BEO. All safety certificates are held by the BEO.

The BEO will provide residents with controlled access to, and safety and security within, residents’ car-parking areas on a 24-hour, 365-days per year basis.

Uniformed Car Park Attendants/Estate Concierge will maintain security through

• preventing unauthorised access by pedestrians or vehicles
• patrolling garage areas
• maintaining an up-to-date incident log
• monitoring common areas via CCTV (where installed)
• controlling access and keys to secure areas

Car Park Attendants/Estate Concierge will also be responsible for

• ensuring the correct parking of vehicles within the car park areas and the allocation and supervision of temporary parking
• supervising the proper use of wash-bay equipment
• reporting any defects within the car park areas, including lighting, to the Repairs Call Centre for repair
• ensuring the car park offices are clean and tidy

Car Park Attendants/Estate Concierge for the terrace blocks will provide concierge services from a car park office close to the residents, typically underneath the residential block

This service will include:

• recording & reporting complaints and requests from residents
• monitoring the progress of any repairs reported
• reporting any incidents of criminal activity from residents, including breaches of security
• assisting visitors and residents with guest parking and directions
• receiving and holding residents’ parcels and messages for collection at the Attendants’ work station and reporting emergency incidents or accidents, including people trapped in lifts, to the duty manager for immediate action

This is the provision of a lobby-based security and concierge service for residents of the three tower blocks. This service will provide residents with a secure environment and assistance consistent with a concierge service all day every day.

They will maintain security and proper use of common parts by

• preventing unauthorised access
• maintaining an up to date incident log
• monitoring of alarm and CCTV systems
• managing usage of forecourt areas
• controlling access to secure areas

Lobby Porters will also provide a means of communication between residents and the BEO by

• recording and reporting complaints and requests from residents
• reporting any incidents of criminal activity, from residents
• reporting any defects within public areas, including lighting, to the Repairs Call Centre for repair
• monitoring the progress of any repairs reported

Lobby Porters will provide concierge services and also be responsible for

• ensuring that Lobby areas are kept clean and tidy
• reporting litter immediately outside of the towers to the podium cleaners
• receiving and holding residents’ parcels and messages for collection at their work station
• assisting visitors and residents with guest parking and directions and reporting emergency incidents or accidents, including people trapped in lifts, to their duty manager for immediate action
• the facilitation of the postal and parcel delivery
• controlling the use of the lifts by the postman, removal contractors and building contractors, including the use of protective curtains

This service is available between Monday to Thursday 5pm to 9.15am and 5pm Friday to 9.15am Monday

The duty on-site Engineer will be responsible for providing the out-of-hours Estate Management function including attendance at emergency incidents, including lift trappings, and dealing with incidents of nuisance. (On-site staff will be available on a shift basis, 24-hours a day, 365 days per year).

These can be contacted via your local Car Park Attendants / Estate Concierge.

Performance against appropriate and agreed targets will be monitored and reported to residents through the RCC and BRC at the scheduled meetings. Accurate records of call-outs, and health & safety certification will be maintained by PS on behalf of the BEO.