1. Estate Update Services ECLA Meeting 28.11.12 Ray Fallon, Head of Operations [Tenancy & Estates]

2. Customer satisfaction with Cleaning & Caretaking Quarter 3 [October to December 2012 ] 94% Rate of response 11.28% Quarter 4 [January to March 2012 ] 93% Rate of response 13.6% Quarter 1 [April to June 2012 ] 95% Rate of response 21% Quarter 2 [July September 2012 ] 94% Rate of response 23%

3. Estate Services Satisfaction

4. Quality Manager’s Block Inspections PI Ref NoPerformance Indicator April-March 2011/12 Fraction (Where Applicable) ESS028 Number of blocks inspected in the period by Quality Manager 1370 ESS034% No of blocks passing inspection 92.85%1272/1370 ESS038% No of blocks failing inspection 7.15%98/1370 PI Ref NoPerformance Indicator April-November 2012 Fraction (Where Applicable) ESS028 Number of blocks inspected in the period by Quality Manager 942 ESS034% No of blocks passing inspection 94.9%894/942 ESS038% No of blocks failing inspection 5.1%48/942

5. Satisfaction with third Party Contracts ServicesQ3 2011/12 Q4 2011/12 Q1 2012/13 Q2 2012/13 Grounds Maintenance (Grass areas) 88%91%85%84% Grounds Maintenance (Shrub beds)82%83%84%80% Trees Maintenance80%82%77%81% Weeds (Hard surfaces)77%83%79%78% Weeds (Shrub beds)85%78%80%81% Dumped Rubbish84%77%82%79% Litter89%80%86% Vandalism76%83%79%80% Graffiti87%92%84%94% Abandoned and burnt out vehicles83%91%86%87% Car parking73%60%70%87% Recycling88%85%84%92%

6. Improved Communication Monthly Senior Meetings. Monthly Team Manager Meetings Monthly Newsletter ‘Sweep Clean’. Senior Caretakers have different outfits from their caretakers. Monthly Award for caretaker who has ‘gone the extra mile’.

7. Equipment Update All existing equipment now PAT tested. 2 Senior Caretakers will be attending PAT training in February 2013. New steam equipment and scrubbing machines being purchased. New cleaning schedules now in all blocks. Programme of cleaning floors to take place in the last quarter of this financial year.

8. Other initiatives We have 2 Apprentices since April 2012. The ES Handyperson Scheme has been extended. On-going programme in place to improve caretaker facilities on Estates. H&S training has been taken in house to save costs. Formalised Induction for all new staff. We are looking to selling our ES externally to other local Housing providers- Eg Stadium Network. Robust tackling of Sickness and disciplinaries.

9. Challenges Getting the Third Party Contractors to perform better. Continuing to improve caretaking and cleaning on our estates. Winning contracts to provide Estate Services to Regeneration Estates. Delivering the service with VfM in mind.