Service Level Agreement. For. Flat Block Cleaning. Between. East Durham Homes. Krystal Cleaning Services (KCS)

Transcription

1 Creating homes that people are proud to live in Service Level Agreement For Flat Block Cleaning Between East Durham Homes & Krystal Cleaning Services (KCS)

2 SECTION ONE Introduction This Service Level Agreement (SLA) describes the provision of the flat block cleaning service to be delivered by Krystal Cleaning Services (KCS) to East Durham Homes. It sets out the objectives for the service, describes the services to be provided by KCS, the associated performance standards and the basis and frequency of all charges. The SLA is comprised of four sections: Section One describes the governance arrangements in place for the SLA. Section Two describes the key elements of service delivery and the areas that fall outside of the scope of the SLA. Section Three describes the performance indicators, the minimum service levels to be met and a detailed methodology for the calculation of each of the measures. Section Four sets out the relevant technical information, definitions, policies, volumes etc. Service Objectives In delivering our Mission, we undertake to: Involve tenants in the management and monitoring of services Ensure value for money, quality and efficiency in every area of business Deliver excellent, customer focused services Provide well maintained, improved and sustainable housing Take action to reduce anti-social behaviour Improve the appearance of estates These objectives drive all our activities. We have also adopted a set of values, which will underpin all we do. These are: Providing quality homes Regenerating estates and communities Involving customers to improve services Delivering excellent services to all Employer of choice and financially stable

3 Duration This SLA will take effect from 1 December 2011 until 31 March Monitoring and Review There will be a quarterly review of performance between the Tenancy Services Manager and Regeneration officer both of East Durham Homes and Operations Manager, KCS The objective will be to review the performance of the previous quarter, discuss any amendments required to the SLA and confirm service levels for the forthcoming period. The review of performance will be based on a performance report produced by KCS. The results of the quarterly reviews will feed into an annual review in preparation for the following year s SLA. Liaison Arrangements Both parties will aim to adhere to the standards set out within the SLA. The initial contact for operational issues will be the Tenancy Services Manager or the Compliance Officer, East Durham Homes. The Operations Manager, KCS will aim to achieve a resolution within 10 working days. In the event of any minor non-compliance issues, which cannot be resolved through the regular day-to-day contact, a review meeting will be organised by the Compliance Officer. The KCS representative should bring to the attention of the Compliance Officer any issue which might seriously affect the ability of KCS to deliver the services described in this SLA. Arbitration Procedure Where a satisfactory resolution cannot be achieved, the issue will be escalated via the Tenancy Services Manager, East Durham Homes and the Operations Manager, KCS. In the event that agreement cannot be reached the complaint will be resolved between the Director of Neighbourhood Services, East Durham Homes and the Operations Manager of KCS.

4 SECTION TWO Scope of the SLA The following services are within the scope of the SLA: Cleaning of communal windows both internally and externally Sweep and mop the floors within the communal areas Dust and clean all internal surfaces within the communal areas East Durham Homes Obligations East Durham Homes recognise the importance of the following: Clear and timely requests so that services can be delivered in accordance with the SLA. The sharing of information between East Durham Homes and KCS so that services can be delivered in accordance with the SLA. The reasonableness of East Durham Home s requests for new tasks to be introduced to ensure current workloads and timetables can still be achieved. This may require some re-prioritising of tasks and deadlines to ensure overall delivery of the SLA. KCS Obligations KCS recognise the importance of the following objectives: Employees comply with the law Our people work together Our people are competent Our management systems are suitable and effective Our people are provided with occupational health support Our people have an adequate work environment and tools to do their job safely We implement monitoring and auditing measures so that we recognise where improvements are required We investigate all incidents and accidents We carry out our work safely so that customers are safe We manage our work so that any impact on the environment is minimised SECTION THREE Performance Indicators 1. Works to be completed on a 4 weekly cycle 2. Works to be completed as outlined within the specification 3. Scores from performance surveys completed by customers to be above 7.5

5 Schedule of Work The schedule of work is shown in the following table: Task Cleaning of communal windows both internally and externally Sweep and mop the floors within the communal areas Dust all internal surfaces within the shared communal areas Works Specification and Methodology Frequency - Where practicable works will be carried out from ground level using long reach equipment and lightweight poles - Dusting of surfaces will be carried out using washable micro-fibre re-usable cloths - Mopping of hard floors will be carried out using our water soluble bio-degradable hard surface cleaner/sanitiser - Internal windows will be cleaned using purified water and our hard surface cleaner sanitiser - External windows will be cleaner using purified water (purified using reverse osmosis where possible) - Team leaders and senior management carry out ad-hoc visits during and following flat block cleaning works - All teams are provided with company mobile telephone to ensure continual contact with the office and supervisors