Operational Audit

Purpose

• At Host, the Operational Audit is undertaken on an annual basis and is intended to provide an unbiased evaluation of processes, systems and operations in use across our sites.

• We use the information gathered to determine whether internal controls are in place and operating effectively, enabling us to determine any gaps in training, reduce any risks to both staff and students and ensure that our organisational goals and objectives are met.

• Within the Operational Audit process, we are tasked to ensure each sites adherence to applicable laws, regulations, policies and procedures. Including, but not limited to, adherence to Host’s internal policies and procedures as well as any external requirements set out under the ANUK National Code of Standards.

• Property

• Property Manager

• Conducted on

  Date

• Prepared by

• What is the staffing structure for the site?

• How many members of Staff are currently employed on site?

• Have all appraisals been completed within the last 12 months?

  Yes

  No

  N/A

• Are all staff holidays being booked and taken in line with Host's Holiday Policy?

  Yes

  No

  N/A

• Are days in lieu being correctly recorded and used?

  Yes

  No

  N/A

• Are Host Induction Packs complete for all members of staff?

  Yes

  No

  N/A

• Have all members of staff completed the Host Essential Training Package through CPD Online?

  Yes

  No

  N/A

• Have all staff completed GDPR, PCIDSS and Information Security training through GRC e-learning?

  Yes

  No

  N/A

• Have facilities staff completed PAT training?

  Yes

  No

  N/A

• Has the site manager completed a two day Mental Health First Aid course?

  Yes

  No

  N/A

• Have all office staff all completed ANUK/Unipol training?

  Yes

  No

  N/A

• Have all staff signed to say they have read the mandatory Policies & Procedures, along with the Staff Handbook?

  Yes

  No

  N/A

• Have all staff completed the full Host Policies & Procedures checklist?

  Yes

  No

  N/A

• Are all staff sickness records correct and up to date?

  Yes

  No

  N/A

• Are all staff wearing the correct uniform?

  Yes

  No

  N/A

• Are all staff wearing their Host ID badges?

  Yes

  No

  N/A

• Is there an ANUK Noticeboard in reception/block entrances displaying all relevant information as required? (National Code certificate is being displayed, staff information etc)

  Yes

  No

  N/A

• Is the Health Assured (EAP) poster displayed in a relevant staff area?

  Yes

  No

  N/A

• Is the Host wellbeing incentive poster displayed in a relevant staff area?

  Yes

  No

  N/A

• Is the Host Equality & Diversity in the workplace poster displayed in a relevant staff area?

  Yes

  No

  N/A

• Is the Host Cycle to Work Scheme poster displayed in a relevant staff area?

  Yes

  No

  N/A

• Is the Host Purpose & Values poster displayed in the relevant staff area?

  Yes

  No

  N/A

• Are the Host Volunteering/Do-Gooders posters displayed in a relevant staff area?

  Yes

  No

  N/A

• Is the site under a nomination agreement with a local university?

  Yes

  N/A

• Does the Property Manager understand the obligations contained within the nomination agreement, including whether there are any specific rent review dates and a set mechanism for increasing rent?

  Yes

  No

  N/A

• Review copy of site specific Emergency Plan

  Well Presented

  Attention Needed

  Support Required

  N/A

• Review copy of site specific Major Incident Plan

  Well Presented

  Attention Needed

  Support Required

  N/A

• Review copy of site specific Security Plan

  Well Presented

  Attention Needed

  Support Required

  N/A

• Review copy of site specific Traffic Management Plan

  Well Presented

  Attention Needed

  Support Required

  N/A

• Review copy of site specific Refuse Plan

  Well Presented

  Attention Needed

  Support Required

  N/A

• Are stock sheets are in place and being accurately maintained on a monthly basis?

  Yes

  No

  N/A

• Are there at least two spare keys in place for each bedroom door lock?

  Yes

  No

  N/A

• Is the sites assets schedule in use and up to date?

  Yes

  No

  N/A

• Is the sites condition schedule in use and up to date?

  Yes

  No

  N/A

• Is the planned programme up to date and being utilised correctly?

  Yes

  No

  N/A

• Are the site team aware of ANUK guidance for timeframes to complete repairs?

  Yes

  No

  N/A

• Are the team following Anti-Money Laundering procedures, with all accounts having evidence uploaded?

  Yes

  No

  N/A

• Are there any records of student damage and evidence of cost recovery?

  Yes

  No

  N/A

• Are regular flat inspections taking place on site, using the StarRez inspections module?

  Yes

  No

  N/A

• Are there records of follow up action taken following flat inspections?

  Yes

  No

  N/A

• Have there been any complaints logged in the past 12 months? If so, what action has been taken to resolve?

  Well Presented

  Attention Needed

  Support Required

  N/A

• Is all relevant correspondence relating to a complaint been recorded on StarRez (both as a note and within communication) to provide a full audit trail if a complaint escalates to ANUK?

  Yes

  No

  N/A

• Have there been any student welfare issues in the past 12 months, if so, have they been dealt with appropriately and relevant notes made on StarRez?

  Yes

  No

  N/A

• Has any disciplinary action taken against tenants within the past 12 months, if so, have they been dealt with appropriately and relevant notes made on StarRez?

  Yes

  No

  N/A

• Is the correct Host Standard Terms & Conditions of Residence document being used for the site?

  Yes

  No

  N/A

• Is the Confirmation of Booking for the site up to date and correct?

  Yes

  No

  N/A

• Is the Cancellation Policy for the site up to date and correct?

  Yes

  No

  N/A

• Are the summer booking forms in date and correct?

  Yes

  No

  N/A

• Are there any issues with with tenants leasing the retail unit(s)?

  Yes

  No

  N/A

• Is the correct branding being used on external areas of the building (signage, window graphics etc)?

  Yes

  No

  N/A

• Is the correct branding being used throughout the site on posters, notice boards, flyers etc?

  Yes

  No

  N/A

• Are flyers in date and positioned in/near reception?

  Yes

  No

  N/A

• Are window graphics in date, correct and in a good state of repair?

  Yes

  No

  N/A

• Are flag stands/poster boards positioned in front of the building?

  Yes

  No

  N/A

• Are rebooker posters, banners, flyers and stickers in use and displayed on site?

  Yes

  No

  N/A

• Is there a show flat which is dressed and appropriate for viewings?

  Yes

  No

  N/A

• Review the most recent copy of the site specific Marketing Plan.

  Well Presented

  Attention Needed

  Support Required

  N/A

• Review the latest monthly Marketing Calendars.

  Well Presented

  Attention Needed

  Support Required

  N/A

• Are monthly updates being completed and sent through to the Marketing Department?

  Yes

  No

  N/A

• Review Social Media content on Instagram and Facebook.

  Well Presented

  Attention Needed

  Support Required

  N/A

• Are on-site events taking place for students?

  Yes

  No

  N/A

• Review recent on-site events for students.

  Well Presented

  Attention Needed

  Support Required

  N/A

• Is the NSHS survey being promoted actively and in accordance with the guidelines provided?

  Yes

  No

  N/A

• Review welcome documentation that being provided to the tenants on arrival.

  Well Presented

  Attention Needed

  Support Required

  N/A

• Is the information provided on the relevant building page on the Host website correct and in date?

  Yes

  No

  N/A

• Are all applications and bookings being processed in line with company procedure? (Info/stats to be provided for academic year by Systems).

  Yes

  No

  N/A

• Is all information required for collection upon booking present on each student’s account? (Info/stats to be provided for academic year by Systems).

  Yes

  No

  N/A

• Are all emails sent from the system are appropriate, in the correct tone of voice and have been sent to the correct recipients.

  Yes

  No

  N/A

• Are all maintenance jobs being created either by staff or students on StarRez and are they being completed in a timely manner? (Info/stats to be provided for academic year by Systems).

  Yes

  No

  N/A

• Is the notes module being fully utilised, with anything notable being recorded on StarRez? Are notes professional, appropriate and accurate? (Info/stats to be provided for academic year by Systems).

  Yes

  No

  N/A

• Is the parcel module being fully utilised by the site team, with all deliveries being recorded and logged out in a timely manner?

  Yes

  No

  N/A

• Is the inventory & inspections module being fully utilised by the site team, with all inventory and inspection checks taking place on StarRez?

  Yes

  No

  N/A

• Are the site team aware of the 'Tell Us' section on StarRez, its function and how to use it?

  Yes

  No

  N/A

• Are the site team aware of the 'Resources' module on StarRez its function and how to use it?

  Yes

  No

  N/A

• Are all staff aware of the StarRez report library and can they demonstrate its use and the function of individual reports?

  Yes

  No

  N/A

• Are there any areas where further training needs to be provided by the systems team?

• Is the manager able to log in to Interprise and run a budget transactions report?

  Yes

  No

  N/A

• Is the budget is up to date, with all invoices processed and goods recieved?

  Yes

  No

  N/A

• Are all Purchase Orders being produced correctly, with all items allocated to the correct account codes?

  Yes

  No

  N/A

• Is the Property Managers Credit Card being used and processed correctly? (Provide a copy of the most recent credit card statement, excel sheet and PO).

  Yes

  No

  N/A

• Are quarterly expenditure reconciliations being completed with QX?

  Yes

  No

  N/A

• Are monthly income banking reconciliations being completed?

  Yes

  No

  N/A

• Is Laundry Credit being received and is it being added to StarRez correctly?

  Yes

  No

  N/A

• Are all avenues for obtaining further revenue are being pursued? (Vending, car parking, Ask 4 upgrades etc.)

  Yes

  No

  N/A

• Property Manager to provide information on all accounts that are in arrears and demonstrate that debt recovery procedures are being followed.

• Are the correct debt recovery letters being sent within the correct timeframe?

  Yes

  No

  N/A

• Is rent collection up to date from the retail unit(s)?

  Yes

  No

  N/A

• Do all users that need access to SagePay have individual login credentials?

  Yes

  No

  N/A

• Are staff able to easily demonstrate how to use the SagePay online terminal feature?

  Yes

  No

  N/A

• Are staff wages timesheets being completed correctly?

  Yes

  No

  N/A

• Are timesheets, amendment forms and starter/leaver forms being uploaded to Dataplan?

  Yes

  No

  N/A

• Property Manager to confirm any major summer bookings and estimated income.

• Are there any areas where further training needs to be provided by the finance team?

• Are there any outstanding actions from the Health & Safety audit which are yet to be completed?

  Yes

  No

  N/A

• Is the employers liability insurance certificate is displayed in staff offices and is it in date?

  Yes

  No

  N/A

• Are all relevant Health & Safety notice board items displayed, correct and in date?

  Yes

  No

  N/A

• Are all PPM tasks complete and up to date?

  Yes

  No

  N/A

• Are all PPM tasks being completed on approved templates from the P:Drive?

  Yes

  No

  N/A

• Are there any areas of concern following the site inspection that need to be reported to the Host Estates Department?

  Yes

  No

  N/A

• Have there been any insurance claims submitted in the past 12 months?

  Yes

  No

  N/A

• Are Gas, Electric and Water readings are being recorded correctly and uploaded onto CARO each month?

  Yes

  No

  N/A

• Is the site using the refuse record log?

  Yes

  No

  N/A

• Are all DVR’s, cameras and monitors working and fit for purpose?

  Yes

  No

  N/A

• Are all PPM, Lift and Fire Safety Contracts in place?

  Yes

  No

  N/A

• Is the Integrated Policy displayed in a staff area?

  Yes

  No

  N/A

• Is the Quality Policy displayed in a staff area?

  Yes

  No

  N/A

• Is the Environmental Policy displayed in a staff area?

  Yes

  No

  N/A

• Is the Health, Safety & Wellbeing Policy displayed in a staff area?

  Yes

  No

  N/A

• Has the building been inspected by a member of the local authority for any reason (HMO licensing, Eternal Walls, Fire Brigade etc) in the last 12 months?

  Yes

  No

  N/A

Site Walk

• External Walls, Fixtures and Fittings (guttering, downpipes, cladding, facias)

  Well Presented

  Attention Needed

  Support Required

  N/A

• Courtyard Areas

  Well Presented

  Attention Needed

  Support Required

  N/A

• Landscaped Areas

  Well Presented

  Attention Needed

  Support Required

  N/A

• Bin Storage Areas

  Well Presented

  Attention Needed

  Support Required

  N/A

• Block Corridors

  Well Presented

  Attention Needed

  Support Required

  N/A

• Block Stairwells

  Well Presented

  Attention Needed

  Support Required

  N/A

• Lifts

  Well Presented

  Attention Needed

  Support Required

  N/A

Reception, Offices and Staff Areas Inspection

• Reception

  Well Presented

  Attention Needed

  Support Required

  N/A

• Managers Office

  Well Presented

  Attention Needed

  Support Required

  N/A

• Facilities Team Office

  Well Presented

  Attention Needed

  Support Required

  N/A

• Staff Meeting Room

  Well Presented

  Attention Needed

  Support Required

  N/A

• Staff Kitchen

  Well Presented

  Attention Needed

  Support Required

  N/A

• Staff Toilets

  Well Presented

  Attention Needed

  Support Required

  N/A

• Post Room

  Well Presented

  Attention Needed

  Support Required

  N/A

• Comms Rooms

  Well Presented

  Attention Needed

  Support Required

  N/A

Common Room(s) Inspection

• Common Room

  Well Presented

  Attention Needed

  Support Required

  N/A

• Cinema/TV Room

  Well Presented

  Attention Needed

  Support Required

  N/A

• Gym/Fitness Suite

  Well Presented

  Attention Needed

  Support Required

  N/A

• Private Dining Area/Kitchen

  Well Presented

  Attention Needed

  Support Required

  N/A

• Study Room

  Well Presented

  Attention Needed

  Support Required

  N/A

• Reading Room

  Well Presented

  Attention Needed

  Support Required

  N/A

• Meeting Room

  Well Presented

  Attention Needed

  Support Required

  N/A

• Roof Terrace/Balcony Area

  Well Presented

  Attention Needed

  Support Required

  N/A

• Karaoke/Music Room

  Well Presented

  Attention Needed

  Support Required

  N/A

Launderette Inspection

• Laundry Room

  Well Presented

  Attention Needed

  Support Required

  N/A

• Number of Washers

• All washers clean and working

  Yes

  No

  N/A

• Number of Dryers

• All dryers clean and working

  Yes

  No

  N/A

• Appropriate signage displayed (do not leave laundry unattended etc)

  Yes

  No

  N/A

Plant Rooms

• Are all Plant Rooms clean, clear, accessible and free from debris?

  Yes

  No

  N/A

• Are all items of plant equipment running without fault?

  Yes

  No

  N/A

Flat Inspection

• Sample Shared Flat Kitchen 1

  Well Presented

  Attention Needed

  Support Required

  N/A

• Sample Shared Flat Bedroom 1

  Well Presented

  Attention Needed

  Support Required

  N/A

• Sample Shared Flat Kitchen 2

  Well Presented

  Attention Needed

  Support Required

  N/A

• Sample Shared Flat Bedroom 2

  Well Presented

  Attention Needed

  Support Required

  N/A

• Sample Studio 1

  Well Presented

  Attention Needed

  Support Required

  N/A

• Sample Studio 2

  Well Presented

  Attention Needed

  Support Required

  N/A