KPI Audit

• Site

• Client

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Section 1 - Service Standards

1 - Helpdesk

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

  Yes

  No

  N/A

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?

  Yes

  No

  N/A

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.

  Yes

  No

  N/A

Technical Skills Training

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

  Yes

  No

  N/A

RSMD Customer Service Traning

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

  Yes

  No

  N/A

Site Staff Attendance and Cover (Holiday & Sickness)

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

  Yes

  No

  N/A

4 - Customer Service

Staff Behaviour

• Question covered in 3.4

Staff Presentation

• Is RSMD dress code being met?

  Yes

  No

  N/A

Complaints

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

  Yes

  No

  N/A

Section 2 - Technical Standards

5 - Standards & Operation

Quality of Cleanliness Standards

Toilets & Shower Rooms

• Area kept to standard required

  Yes

  No

  N/A

Kitchens and Beverage Areas

• Area kept to standard required

  Yes

  No

  N/A

Main & Side Entrances

• Area kept to standard required

  Yes

  No

  N/A

Entrance/Reception Area Glass Doors

• Area kept to standard required

  Yes

  No

  N/A

External Areas, Car Parks & Loading Bays

• Area kept to standard required

  Yes

  No

  N/A

Hard Floors including Lift Cars

• Area kept to standard required

  Yes

  No

  N/A

Carpets

• Area kept to standard required

  Yes

  No

  N/A

Entrance/Barrier Mats

• Area kept to standard required

  Yes

  No

  N/A

Stairs

• Area kept to standard required

  Yes

  No

  N/A

Lifts

• Area kept to standard required

  Yes

  No

  N/A

Bins

• Area kept to standard required

  Yes

  No

  N/A

Walls, Doors, Skirting, Screens, Partitions etc.

• Area kept to standard required

  Yes

  No

  N/A

Furniture

• Area kept to standard required

  Yes

  No

  N/A

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

• Area kept to standard required

  Yes

  No

  N/A

Common Parts Not in Daily Use By Tenants

• Area kept to standard required

  Yes

  No

  N/A

Telephones

• Area kept to standard required

  Yes

  No

  N/A

Blinds

• Area kept to standard required

  Yes

  No

  N/A

Site Details

• Name of site inspected

• Supervisor informed of results?

Invoicing

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

  Yes

  No

  N/A

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.

  Yes

  No

  N/A

• Equipment/Storage Area

  Media

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

  Yes

  No

  N/A

Quarterly Community Team Report

• Has team report been submitted in accordance with agreed specification

  Yes

  No

  N/A

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.

  Yes

  No

  N/A

Periodic Tasks

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

  Yes

  No

  N/A

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.

  Yes

  No

  N/A

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?

  Yes

  No

  N/A

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?

  Yes

  No

  N/A

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?

  Yes

  No

  N/A

Authorisation signatures

• Auditor signature

  Sign

• Select date

  Date