SLS - Service and Quality Audit - Version 2

Information

The purpose of our Service & Quality Audit is to establish a base line for the provision of a range of Soft Services delivered on our sites and to ensure we are continuously improving the delivery of those services.

The below audit follows a typical version of a customer journey on our site, and allows the auditor to visualise issues from the perspective of a customer.

Section 1: Arrival On-Site

This section identifies the aspects of our sites when our customers first arrive on-site;
Are the grounds free from rubbish, debris and visually welcoming?
Are any landscaped areas such as planted areas, grass, flower beds well-presented and regularly maintained?
Are any public area bins empty and clean?
Are all entrance ways clean, free from obstruction, free from rubbish and secure?

This section provides an audit of our Reception and establishes what the customer first sees and experiences on arriving;
On arrival, is the entrance clean, free from obstruction, free from rubbish and secure?
Are the correct Student Living signs visible at the entrance to Reception?
Correct signs include the Welcome to [Site] and maps of campus, there should be no UNN branded signs not authorised by Senior Management
Is the Reception area clean, tidy and welcoming? This includes; looking at lighting, including natural light, are curtains/blinds well presented, is the temperature comfortable?
On attending the Reception desk, is the desk free from clutter?
Are a Feedback Friday box and cards available to customers?
Are staff well-presented and polite?
On viewing the Student Living Notice boards, are they up to date with correct and relevant information? Are the Mandatory Student Living notices on display?
Mandatory notices are; Introducing your team, Our Maintenance Team_Engineers, Our Maintenance Team_FSAs, How to Get in Touch, Complaints Procedure, Service Level Agreement, Useful Contacts, Display Energy Certificate(s), HSE H&S at Work Poster
Is the Innovation Board visible and is there evidence of use by staff and customers? If yes, please take a photo of the board to evidence the comments and suggestions.
Are any communal public facilities such as toilets, shower rooms and common rooms clean, tidy, free from rubbish and damage free?

This section takes the perspective of a resident going from Reception to their flat and what they experience;
Is the route from Reception clearly visible and well signposted? This includes looking at signage directing residents to the different blocks, and whether there are obstructions preventing direct access to blocks?
On entering my block, is the entrance lobby clean, free from rubbish and welcoming? This includes looking at lighting, ventilation, wear and tear, fixtures & fittings, low & high surfaces.
If a notice board is present, are notices up to date? This includes are any Mandatory signs available and up to date? Is there evidence that the notice boards are being used to advertise Student Experience events and engagement opportunities?
There should be no UNN branded signs not authorised by Senior Management
On going to the lift (if available) is the lift clean, free of rubbish and free of damage?
On exiting the lift on my floor, is the lobby clean, free from rubbish and welcoming? This includes looking at lighting, ventilation, wear and tear, fixtures & fittings, low & high surfaces.
On walking down the stairwell, is the stairwell clean, free from rubbish and welcoming? This includes looking at lighting, ventilation, wear and tear, fixtures & fittings, low & high surfaces.

This section takes the perspective of a resident going from their Accommodation block to the communal Laundry & Bin Stores;
Is the route from the block to the Laundry and/or Bin store clearly visible and well signposted? This is includes looking at signage directing residents to the Laundry & Bin Store, and whether there are obstructions preventing direct access to the Laundry or Bin Store.
On entering the laundry, is it clean, free from rubbish and tidy? Is all Circuit signage up to date? Are all machines functional, and where in operational are there Out of Order signs displaying when Circuit will be attending?
On entering the bin store, is it clean, tidy, all rubbish in bins? Do all bins have the correct signage for their waste stream? Are bins in the correct place?
Is all non-general waste stored correctly and in the correct place? This refers to WEEE items including IBC Containers, Lamp Coffins. Where there are large electrical appliances has a job been logged on Maximo for them to be transferred to the WEEE store at Stephenson Building?

This section moves away from the Customer Journey, and now focuses on Sodexo policies and ensures that we are managing our own areas correctly;
If a staff rest room is available; is it clean, tidy and free from rubbish? This includes any white goods.
Are all personal belongings stored in appropriate areas, such as lockers or on coat hooks?
Are all staff notices up to date, including mandatory Sodexo signage? Mandatory Sodexo signage includes; Global HSEQ Policy Statement, UK & Ireland HSEQ Policy Statement, Sodexo Public & Employers Liability, HSE H&S at Work Poster. There should be no UNN branded signs not authorised by Senior Management
Are the Sodexo Values displayed, and is there evidence that the staff are regularly engaged in understanding and displaying them?
Are all confidential documents stored correctly and out of sight of customers and unauthorised personnel?
Is the Security Patrol folder easily accessible at Reception? Is it up to date, and is a revision document available detailing when the folder was last reviewed including any changes?

This focuses on vital H&S practices to ensure certain documentation where responsibility for performing duties has been delegated to the local on-site teams.
Has the Weekly Fire Alarm test log been updated, and any issues logged on Maximo for action by Sodexo or our sub-contractor?
Has the Monthly First Aid kit check been completed, and any orders for replacements sent to the Management team?
Have there been any accidents or near misses on-site, and have these been reported as required following their respective processes?
If there have been no Accidents or Near Misses reported, please answer this question as N/A.
Have sufficient first aiders been appointed to provide cover on-site and is this taken into account when staff are on leave?
Have all staff completed all compulsory training required up to and including the date of this audit? This includes any e-learning that is required.
Have all staff been made aware of the training expectations, and are programmes in place to ensure this is recorded and completed?

This section looks at reviewing the quality of service being delivered by either an entire team, or individual team members as well as spending time with the team and looking at where they feel things can be improved;
Spend time observing how the on-site team are interacting with residents, or performing their duties, and highlight examples of good or bad practices. Observations are to be true and honest, as this will be used to inform training needs analysis where required.
Spend time talking to the on-site team, and either review staff comments from the innovation board, or other commentary about how internal processes can be improved to deliver continuous improvement in quality of service.