The Co-operative Estates Group FM - VWAP - 1.2

• Site Name

• Audit Title (add cost centre and site name)

• Date of Audit:

  Date

• Prepared by

• Store Representative

Starting the Customer journey - Parking away from the store and walking towards the shop, appraise and take into consideration the appearance of

• Are landscaped areas in good order and presentable?

  Yes

  No

  N/A

• Is all external lighting working?

  Yes

  No

  N/A

• Are the road markings and signage/totems in good condition?

  Yes

  No

  N/A

• Are all car park surfaces and pavements free from wear/damage?

  Yes

  No

  N/A

• Is all surface drainage clear and undamaged?

  Yes

  No

  N/A

• Does it have curb appeal? Are external areas from from weeds and graffiti.

  Yes

  No

  N/A

• Are windows clean and free from defects?

  Yes

  No

  N/A

• Is the external decoration presentable?

  Yes

  No

  N/A

• Is the fascia and signage clean, presentable and free from defects?

  Yes

  No

  N/A

• Are there any other visible fabric defects?

  Yes

  No

  N/A

• Are shutters operational and do they look presentable?

  Yes

  No

  N/A

Shop Floor, paying particular attention to what matters most to our customers, once inside consider

• Are the Autodoors operational and clean?

  Yes

  No

  N/A

• Are surface/flush mounted mats, presentable and free from dirt build up?

  Yes

  No

  N/A

• Are the store lighting levels acceptable?

  Yes

  No

  N/A

• Is the floor free from defects and trip hazards?

  Yes

  No

  N/A

• Are all shop floor chillers and freezers working and clean? Are there visible signs of leaks and ice build up.

  Yes

  No

  N/A

• Are customer escape routes free from obstruction?

  Yes

  No

  N/A

• Is there any visible signs of pest activity?

  Yes

  No

  N/A

• Did you find the store temperature comfortable?

  Yes

  No

  N/A

Thinking as the customer,

• Is the cleaning standard in store acceptable? e.g. floor cleaned to edges etc?

  Yes

  No

  N/A

• Are the windows, frames and sills clean from dirt build up?

  Yes

  No

  N/A

• Up to a height of 3m as spec. Is the high level cleaning up to standard? e.g are there visible signs of spider webs and extreme dust build up.

  Yes

  No

  N/A

• Is the ceiling clean, free from defects and staining?

  Yes

  No

  N/A

• If the store has a hot food offer/bakery/counter. Is it kept clean?

  Yes

  No

  N/A

• Are the staff completing "clean as you go"?

  Yes

  No

  N/A

Thinking as the colleague customer,

• Is the cleaning in the warehouse and delivery areas up to standard?

  Yes

  No

  N/A

• If the store has an In Store Bakery, are colleagues carrying out clean as you go in accordance with food hygiene regulations?

  Yes

  No

  N/A

• Are colleagues promoting "clean as you go" in the canteens, break out and locker areas?

  Yes

  No

  N/A

• Are the plant room areas free from flammable materials and kept locked?

  Yes

  No

  N/A

• Is the service yard free from rubbish build up?

  Yes

  No

  N/A

• Is the shutter operational?

  Yes

  No

  N/A

Colleague interaction, deliver any good news/positive messages to our customer. Guide/help colleagues by upskilling on what CFM can do for them.

• Refresh Verisae with store colleague and give guidance and training on how to get the most out of verisae.

  Yes

  No

  N/A

• Present the new escalation process and define when to use it?

  Yes

  No

  N/A

• Review compliance/safe and secure and pest folders with the manager. Make colleagues aware Of work orders they may have to raise.

  Yes

  No

  N/A

• Review open work orders, outstanding and or historical. Escalate/action where applicable.

  Yes

  No

  N/A

Is the store fit for

• Easter

  Yes

  No

  N/A

• Summer

  Yes

  No

  N/A

• Winter

  Yes

  No

  N/A

• Christmas

  Yes

  No

  N/A

Follow up actions and who needs to be made aware.

• FM Contract Managers - M&E, Fabric, Compliance

  Yes

  No

  N/A

• Cleaning Contract Manager.

  Yes

  No

  N/A

• Pest Contract Manager.

  Yes

  No

  N/A

• Refrigeration Contracts Manager.

  Yes

  No

  N/A

Colleagues feedback

• I know who my Regional Facilities Manager is?

  Yes

  No

  N/A

• My RFM communicates well and I am kept informed?

  Yes

  No

  N/A

• If you have had a trade effecting incident, Do you feel You received good levels of communication and support?

  Yes

  No

  N/A

• Do you feel that the escalation process works?

  Yes

  No

  N/A

• If you have recently had a refit, do you feel the snags were closed out quickly and professionally?

  Yes

  No

  N/A

• Is there any area CFM could improve on?

  Yes

  No

  N/A

Sign-off

• Signature of Regional Facilities Manager completing VWAP.

• Add signature

  Sign

• Signature of Store Representative

• Add signature

  Sign