ForViva_Annual Report_V16_Digital(2)

Scrutinising service delivery against standards

Our two scrutiny groups audited three services – grounds maintenance, external areas of flats and communication in repairs. The groups made 19 recommendations.

Recommendations for improvement

Positive Feedback

A review of procedures to ensure they are still fit for purpose.

The regular contact we have with local authorities to ensure no areas of grounds maintenance are neglected. The way we carry out, record and monitor quarterly block inspections. How easy it is for a tenant to report a repair and how we make them aware of the process.

Grounds maintenance

External areas of flat blocks

Considering the inclusion of some communal areas in the grounds maintenance programme. Find ways to improve communication with tenants during follow-on works.

Communication in repairs

441 checks of five different service areas were carried out by tenant inspectors

100% of tenant inspections carried out were marked as satisfactory

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