Concierge Freephone: 08000 731 389

We measure our performance against our service standards. 

Service Standards

• We will give you a welcome pack when you move in. We aim to do this within seven days for 90% of new tenants.
• We will inspect your building every three months to make sure our service provider is keeping to our cleaning standard. We will display our cleaning work schedule in your building. We will invite tenants’ representatives to all our inspections and we will make the results available to you if you ask.
• When you move in, we will discuss the Concierge service with you, and explain your responsibilities as a tenant. We aim to do this within seven days for 90% of new tenants.
• We will carry out safety and security checks every day.

Visit Concierge Service Standards to find out more.

Cleanliness

In each block a cleaning schedule will be displayed, showing you which areas are to be cleaned and when. 

Cleanliness inspections are conducted every three months.  Results of the inspections are published and displayed at all sites.  You can see the results of the most recent performance inspections by clicking on the link below:

• Concierge - Service Standards - 1 July 2011 to 30 September 2011

You can request a copy of the cleaning schedule by contacting the Concierge team or by visiting Concierge blocks and their cleaning schedules

If you would like to come along to any of these inspections please meet the supervisors at the main entrance of the block.

Safety and Security Inspections

We have now introduced safety and security inspections at all sites. The performance will be reported monthly:

2011

• In June 2011, 99.5% of safety and security checks took place in all concierge blocks.
• In May 2011, 99% of safety and security checks took place in all concierge blocks.
• In April 2011, 99% of safety and security checks took place in all concierge blocks.
• In March 2011, 98% of safety and security checks took place in all concierge blocks.
• In February 2011, 97% of safety and security checks took place in all concierge blocks.
• In January 2011, 98% of safety and security checks took place in all concierge blocks.

2010

• In December 2010, 97.5% of safety and security checks took place in all concierge blocks.
• In November 2010, 97.5% of safety and security checks took place in all concierge blocks.
• In October 2010, 99% of safety and security checks took place in all concierge blocks.
• In September 2010, 99.5% of safety and security checks took place in all concierge blocks.
• In August 2010, 94.5% of safety and security checks took place in all concierge blocks.
• In July 2010, 97% of safety and security checks took place in all concierge blocks.
• In June 2010, 82% of safety and security checks took place in all concierge blocks.
• In May 2010, 95.5% of safety and security checks took place in all concierge blocks.
• In April 2010, 98% of safety and security checks took place in all concierge blocks.
• In March 2010, 99% of safety and security checks took place in all concierge blocks.
• In February 2010, 99% of safety and security checks took place in all concierge blocks.
• In January 2010, 98% of safety and security checks took place in all concierge blocks. 

Compliments, complaints and comments

In the 1st quarter of 2010/11 financial year we received:

• 29 compliments and comments
• 7 informal complaints
• 1 formal complaint