Dacorum Borough Council Tenant Inspectors
Report on the Inspection of the Housing Cleaning Service
March 2015
Dacorum Borough Council Tenant Inspectors
Report on the Inspection of the
Housing Cleaning Service
January 2014 – March 2015
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Dacorum Borough Council Tenant Inspectors
Report on the Inspection of the Housing Cleaning Service
March 2015
Section
Page
1
Methodology
3
2
Findings
4
3
Recommendations
6
4
Summary
8
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Dacorum Borough Council Tenant Inspectors
Report on the Inspection of the Housing Cleaning Service
March 2015
1. Methodology
This inspection took place between January 2014 and March 2014 and used a
variety of inspection techniques to assess performance against the DBC published
‘Cleaning Service Standards’.
There were initially 10 Tenant Inspectors participating in this inspection of whom 7
remained involved throughout the process. The tenants who took part in this
inspection are:
Andrea Maloney
Debbie Barnes
Barry Merridan
Steven Hole
Sylvia Kitt
Pauline Habbershaw
Christine Peters
Barbara Ulrick
Lena Emmins
Bernard Coshall
Initially an online survey was set up, available to the wider tenant population, in order
to gain insight into how people rate the cleaning service in their own blocks. There
were very few responses to this, most of which were of a positive nature.
The Tenant Inspectors met officially as a whole group 8 times in total, of which some
were site visits to blocks of flats and others were office based or held at Supported
Housing Schemes around the borough.
A ‘Blitz Day’ was held at Northend to which both Tenant Inspectors and DBC staff
attended with the intent of engaging with tenants in the area about any issues
regarding the cleaning standards in their blocks. The Housing Cleaning Service also
attended along with their caged vehicle to take any unwanted bulky items.
Several of the Tenant Inspectors also went out individually to examine blocks
throughout the borough and report back to the group on the standards found and any
issues that were present e.g. fly tipping.
All observations were then collected and summarised in a final meeting and collated
into this report. The findings are not designed to be quantitative, but rather a
qualitative snap-shot of how the service standards are being delivered within a given
service area.
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Dacorum Borough Council Tenant Inspectors
Report on the Inspection of the Housing Cleaning Service
March 2015
2. Findings
The findings are presented using a traffic light system in relation to the individual
areas identified in the ‘Cleaning Service Standards’ booklet published by DBC. Some
additional areas were also identified as being key to the inspection and were also
given a rating.
Green (Pass): 90%+ compliant with standards or minimal service failure
Amber (Partial): 50% - 90% minor service failure or inconsistent service
Red (Fail): less than 50% service failure or major instances of serious service failure
Outside of the Block: Green
The Tenant Inspectors note that in the majority of cases the outside of the blocks are
clean, tidy and clear of litter and fly-tipped items. It is also noted that the Cleaning
Service team seem to respond quickly to reports of fly-tipping.
Bin Areas & Drying Areas: Amber
The Tenant Inspectors noted that in some cases there were leaves and moss in
drying areas and in one case an overgrown shrub was encroaching into the area. It
is also noted that in some blocks there was rubbish left on the floor of the bin areas.
DBC are no longer allowed to jet-wash bin areas which has caused them to become
unclean. It has previously been suggested to hire an outside contractor to jet-wash
these areas however there seems to have been no further movement on this.
Inside of the Block (Hallways, Stairs, Landing Areas): Amber
The Tenant Inspectors identified a number of blocks in which there were marks on
the walls in communal areas, likely from bike tyres. It was also identified that blocks
in which heavy duty vinyl flooring had been fitted were cleaner looking and quieter
environments in comparison with stained concrete that was found elsewhere.
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Dacorum Borough Council Tenant Inspectors
Report on the Inspection of the Housing Cleaning Service
March 2015
Windows: Amber
The Tenant Inspectors feel that up until now there have been blocks where the
cleaning has not been adequate but are aware that there is an upcoming
procurement for this contract. It is noted that some areas previously covered by the
cleaning service will fall under the new window cleaning contract (frames, sills,
ledges etc).
Cobwebs: Amber
The Tenant Inspectors noted that in some blocks there was a significant build-up of
cobwebs which suggest that they are not being cleared as regularly as it is stated
they should be.
Communication: Red
The Tenant Inspectors have found that the Housing Cleaning Service do not seem to
respond to email comments or complaints. If a complaint comes in, the work may or
may not be carried out however there is rarely any communication to the
complainant. There also seems to be a lack of response to emails from staff. This
lack of communication is identified as a major problem.
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Dacorum Borough Council Tenant Inspectors
Report on the Inspection of the Housing Cleaning Service
March 2015
3. Recommendations
Recommendation:
Response from senior manager:
Action update:
1) Highlight the responsibility of tenants to
behave appropriately and encourage
them to report problems e.g. littering / fly
tipping.
2) Promote awareness of contact details
needed to report an issue regarding
cleaning.
3) Ensure that all quarterly tasks as stated
on the cleaning rota are being carried out.
4) External drying areas should be swept
quarterly with additional cleaning if
required e.g. moss clearance.
5) Ensure all cleaning staff are aware of
expected standards. In blocks where
standards are not being met, supervisors
should be monitoring to identify whether
this issue is with residents or the cleaner
and then address as appropriate.
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Dacorum Borough Council Tenant Inspectors
Report on the Inspection of the Housing Cleaning Service
March 2015
6) Ensure all entrance doors have a
sunken floor mat to reduce the amount of
dirt tracked through the hallways.
7) Ensure that both the cleaners’ tasks
and the window cleaning contract are
closely monitored.
8) Build-up of cobwebs can be excessive
in the Autumn months and this should be
addressed by enhancing the clearing of
them at this time of year.
9) Housing Cleaning Service staff should
respond to contact by phone, email and in
person in accordance with council policy.
10)
11)
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Dacorum Borough Council Tenant Inspectors
Report on the Inspection of the Housing Cleaning Service
March 2015
4. Summary
Overall this inspection found that generally the Housing Cleaning Service is
performing well, however where there are shortcomings these are not being
addressed. A lot of the problems identified by the Tenant Inspectors could be
improved by planned programme works to communal areas of the blocks e.g. vinyl
flooring to be laid in blocks where there is currently concrete.
Communication was identified as a major issue for the Cleaning Service and should
be looked at as a priority.
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