Introduction

Phoenix Community Housing (Phoenix) is committed to ensuring that all its tenants and leaseholders receive a high quality integrated caretaking service. Phoenix will work with tenants and leaseholders to ensure the level of service is to the agreed quality for the people living and working in the Bellingham, Bankfoot and John Henry area

In implementing this policy, Phoenix will have due regard to the Housing Corporation’s Regulatory Code and Guidance.

Statement of Intent

Caretaking is a priority for Phoenix as well as for local residents and Phoenix is fully committed to providing a quality cleaning service seven days a week. All caretaking staff will be well trained in their duties and will be polite and friendly. The caretaking service will provide a full high quality cleaning service for the communal areas of the purpose built flats within the Bankfoot, Bellingham and John Henry areas. The service will be monitored and reviewed on a regular basis and the caretaking will aim for excellence. 

Policy Statement

Phoenix will have a dedicated caretaking team which will consist of specialist staff to carry out the following:-

·        Cleaning to all internal and external communal areas in accordance with agreed standards  e.g. - lifts, staircases, corridors, landings, walls, and windows etc. and including the removal of graffiti from all communal areas

·        Check communal lighting to all areas and replace bulbs as required.

·        Report communal repairs, keep records, post inspect repairs and confirm work has been completed.

·        Check paladin bins regularly, rotate/ change as required and ensure no spillage is left on chamber floors, disinfect area as necessary

·        Regularly check all chutes; unblock if required to ensure they are free from obstructions.

·        Remove lumber/ furniture etc. from communal areas to lumber stores or designated pick up points and assist when collected.

·        Check play areas and equipment and report any defects, keep records and post inspect repairs.

·        Ensure that as far as possible during periods of severe weather that all paths and roads are kept clear and safe.

·        Respond to emergencies outside normal working hours such as fire and flooding.

A detailed set of procedures will be developed to accompany this policy. The procedures will outline the type of actions to be taken and the timescales for such actions. 

Equality and Diversity Implications

In carrying out its services, Phoenix is committed to:

·          Treating all customers and employee positively regardless of sexual orientation, gender, race, disability, religion or age.

·          Taking seriously all complaints investigating and responding accordingly

·          Using plain language and providing information in other languages, large print, audio and Braille formats on request.

Responsibility

The Director of  Housing will be responsible for the effective implementation of this policy.

The Director of Housing is responsible for ensuring that all staff are aware of and appropriately trained in Phoenix's procedures relating to the caretaking service.

The Director of Housing will also be responsible for ensuring effective links with Lewisham Council and other agencies at a strategic level to ensure that Phoenix can contribute to wider issues in relation to caretaking.

Consultation

The Director of Housing will ensure that this policy continues to be developed and improved in accordance with the Phoenix’s Tenant Participation and Consultation Policy.

Review

Phoenix will monitor the effectiveness and implementation of this policy to ensure that it achieves its aims of Caretaking Service.

Phoenix will closely monitor the Caretaking Service. Phoenix will work closely and liaise with other social landlords in the area to benchmark its effectiveness in relation to the Caretaking service. 

Performance

The Trust will provide ‘high level’ performance information in this service area for monitoring purposes by the Board or working parties which will include residents, officers and other stakeholders .

Phoenix will develop performance information at a more detailed level and present it as required;

Any review of this policy will take place in conjunction with Phoenix tenants and leaseholders and will ensure that it takes account of legislative changes and the development of best practice initiatives internally or externally so that improvements in performance can continue to be made. 

Associated Documents

Equality and Diversity Policy

Customer Care Procedures

Complaints Policy

Tenant Participation and Consultation Policy

Anti-Social Behaviour Policy

Environmental Maintenance Policy

Phoenix’s Tenancy Agreement

Phoenix’s Tenants Handbook