Section 1 - Service Standards

1 - Helpdesk

  • Have PSS been able to respond and resolve all RSMD objectives within appropriate time?

2 - Service Excellence

  • Please state innovations & initiatives below:

3 - Staff & Management

Operational Meetings

  • Have minutes been taken of the monthly operational meeting and circulated within a week of the meeting?

Contract Manager

  • With regards to management of the contract, have all requirements set in the service agreement been met & to what standard? Please add further comments below to justify your answer.

Technical Skills Training

  • Has all training for the month been issued suitably with records kept & future training needs planned for appropriately?

RSMD Customer Service Traning

  • When observing PSS operatives, has customer service been adequate and are there any improvements that could be made?

Site Staff Attendance and Cover (Holiday & Sickness)

  • Has cover been provided for absent operatives suitably & within appropriate time?

4 - Customer Service

Staff Behaviour

  • Question covered in 3.4

Staff Presentation

  • Is RSMD dress code being met?

Complaints

  • Have all written complaints been responded to within 48 hours? If answer is no, please give explanation as to why.

Section 2 - Technical Standards

5 - Standards & Operation

Quality of Cleanliness Standards

Toilets & Shower Rooms

  • Area kept to standard required

Kitchens and Beverage Areas

  • Area kept to standard required

Main & Side Entrances

  • Area kept to standard required

Entrance/Reception Area Glass Doors

  • Area kept to standard required

External Areas, Car Parks & Loading Bays

  • Area kept to standard required

Hard Floors including Lift Cars

  • Area kept to standard required

Carpets

  • Area kept to standard required

Entrance/Barrier Mats

  • Area kept to standard required

Stairs

  • Area kept to standard required

Lifts

  • Area kept to standard required

Bins

  • Area kept to standard required

Walls, Doors, Skirting, Screens, Partitions etc.

  • Area kept to standard required

Furniture

  • Area kept to standard required

Fire Appliances, Ledges, Cabinet & Cupboard Tops, Nameplates, Signs, Artwork Etc.

  • Area kept to standard required

Common Parts Not in Daily Use By Tenants

  • Area kept to standard required

Telephones

  • Area kept to standard required

Blinds

  • Area kept to standard required

Site Details

  • Name of site inspected

  • Supervisor informed of results?

Invoicing

  • Has all invoicing been submitted within appropriate timescale holding correct information?

Equipment/Storage Standards

  • Has all PSS equipment/storage areas been appropriately maintained, kept clean and remained accessible at all times? If possible, please provide photographic evidence of cleanliness from site inspection in media option below.

  • Equipment/Storage Area

Sustainability Reporting

  • Please provide examples of innovation with regards to sustainability that have been used this month.

Monthly Contract Meeting

  • Has minutes been provided provided in accordance with agreed specification

Quarterly Community Team Report

  • Has team report been submitted in accordance with agreed specification

6 - Contract Specification

Daily / Weekly / Fortnightly Tasks

  • Have all works been carried out to meet the requirements stated in the specification, on time and to the agreed contract level.

Periodic Tasks

  • Have all works been carried out to meet the requirements stated in the specification, on time and to the agreed contract level.

Sub-contractor Management

  • Have all works been carried out to meet the requirements stated in the specification, on time and to the agreed contract level.

7 - Health & Safety

Health & Safety Compliance

  • Is the average score a minimum of 80% on health and safety audits that have been carried out for this cluster?

Health & Safety - Annual Reviews

  • Are permits-to-work appropriately signed and returned, RAMS & COSHH data relevant and within date & Human Focus training also up to date?

Health & Safety - Accident and Near Miss Reporting

  • Have accidents and near misses identified been reported by the quickest practicable means and are records readily accessible?

Authorisation signatures

  • Auditor signature

  • Select date

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