Concierge service standards

Concierge booklet cover

What is the Concierge service?

Through the Concierge service, we will:

  • Provide reception and security services, including monitoring smoke alarms and CCTV 24 hours a day until tenants are transferred to the Enquiry Centre;
  • Provide cleaning services in specific parts of buildings;
  • Carry out a range of ‘good neighbour’ duties, such as taking parcel deliveries or keeping spare keys for tenants, to add value to the service;
  • Carry out regular inspections of how clean buildings are, including buildings where our service provider carries out the cleaning;
  • Carry out regular safety and security checks in your home;
  • Give you a Freephone number for the service which you can phone at any time of the day or night.

Visit the Concierge Service section to find out more

What can I expect from the service?

  • If an area or block falls below our cleaning standards, we will bring it up to those standards within 24 hours.
  • Your Concierge will challenge anybody who enters a block without permission until tenants are transferred to the Enquiry Centre.
  • We will provide information boards with up-to-date details of the service we provide, including information about the standards you can expect from the cleaning service.
  • When our staff are on duty, they will wear a full uniform and a name badge.

Our service standards

  • We will provide 90% of all new tenants with a welcome pack within seven days of moving in.
  • We will display our cleaning work schedule in buildings with a Concierge service.
  • We will inspect all concierge buildings every three months to make sure our service provider is keeping to our cleaning standard.
  • We will invite tenants' representatives to our inspections every three months and make the results available to tenants if requested.
  • We will offer all new tenants an introduction to the Concierge service.
  • We will carry out all tenant introductions within seven days of receiving the request unless a later date is specified by the customer.
  • We will carry out safety and security checks for all concierge blocks every day.

We will always try to provide the best services that we can. For the Concierge service, this means that the Response Team will always try to sort out difficulties like:

  • Noise nuisance; and
  • People who don’t live in the building being in shared areas when they don’t have permission.

Click here to download a full copy of the Concierge Service Service Standards leaflet