Grounds Maintenance Report Summary

Grounds Maintenance Summary

 
· Team looked at the Customer Satisfaction survey to ensure scrutiny was evidence based.
· Grounds maintenance was chosen as had the lowest satisfaction rate.
· Produced a time line graph with tasks.
· Organised meeting with relevant Heads of Service to inform on topic.
· Decided on what relevant information was required.
· Requested information from the TMT support worker via our Information protocol
· Desk top review on information received, helped decipher what we needed to ask tenants & what we needed the horticultural expert to look at.
· Commissioned Resident Inspectors to complete a door knock & telephone survey
· Wrote a questionnaire in conjunction with the Environmental panel.
· Sent survey to 2,600 tenants on sounding board.
· Hand delivered survey to further 1,000 properties on 3 estates
· Employed a horticultural expert to complete a report on current maintenance
· Completed focus groups on 3 estates
· Completed a weed density study on 3 estates
· Work was delayed slightly due to adverse weather conditions
· All information received collated
· Report written, contained methodology, findings & recommendations
· Recommendations from both the horticultural expert & from tenants comments
· 77 recommendations made
· Report presented to Group Management Team (GMT) & Board by TMT
· GMT produce an action plan in response to the  recommendations
· Many recommendations agreed outright, others to be discussed further between TMT & GMT
 
 

Examples of recommendations

 
· Grass should not be cut during very wet conditions.
· Scheme Co-ordinators from Gold Standard areas should sign off work as satisfactory
· Contractors should ensure all operatives undertake customer care training.
 

 
Summary

 
· The scrutiny has been well received by tenants & GMT & improvements are visible
· The work has helped NCHT develop a better understanding of tenants views
· The team have gained new skills & training provided by NCHT has helped all to develop & grow in confidence and capacity which enables further scrutiny by our team