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Housing Cleaning Contract Survey
Please complete the following questionnaire describing your experience of the current Cleaning Service provided by OCS Service Ltd to your block, and your views on what aspects of the service you would like to see improved. All results will be analysed on a collective basis, and individual submissions are kept strictly confidential. Please complete this survey by no later than
Sunday 1st November
.
If you would like to receive this survey in a different format (e.g. a paper copy, large print or a translation etc.) then please contact 0800 137111 or
[email protected]
Section 1: Details
Which block do you live in?
--Click Here--
Adair & Hazlewood Tower
Balfour of Burleigh estate
Bramley House
Chelsea Manor Court
Chepstow Crescent
Clydesdale House
Convent Estate
Cremorne Estate
Elgin Crescent
Elm Park Gardens
Galsworthy House
Grove House
Henry Dickens Court
Hereford House
Holmfield House
Hudson House
Ingelow House
Jean Darling Chelsea Farm
Kensal House
Kensal New Town
Knights House
Lancaster East
Lancaster West
Notting Barn Estate
Nottingwood House
Oxford Gardens
Penzance Street
Pond House
Portobello Court
Powis Square
Silchester Estate
Sir Thomas More Estate
Slaidburn Street
Southern Row Estate
St Columbs House
St Marks Grove
Swinbrook Estate
Tavistock Crescent
The Sandhills
Tregunter Estate
Trellick Tower
Verity Close Estate
Warwick Road Estate
Wiltshire Close
Worlds End Estate
Other
If other, please specify:
What is your tenure?
Council tenant
Private tenant
Leaseholder (Living in property)
Leaseholder (Living elsewhere)
Occupier
Other
If other, please specify:
Section 2: Cleaning your block
How satisfied or dissatisfied are with the current standards of cleaning provided to the following areas of your block?
Very satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Very dissatisfied
Floor cleaning to block entrance lobby
Floor cleaning to block entrance lobby Very satisfied
Floor cleaning to block entrance lobby Satisfied
Floor cleaning to block entrance lobby Neither satisfied nor dissatisfied
Floor cleaning to block entrance lobby Dissatisfied
Floor cleaning to block entrance lobby Very dissatisfied
Floor cleaning of internal stairs and walkways
Floor cleaning of internal stairs and walkways Very satisfied
Floor cleaning of internal stairs and walkways Satisfied
Floor cleaning of internal stairs and walkways Neither satisfied nor dissatisfied
Floor cleaning of internal stairs and walkways Dissatisfied
Floor cleaning of internal stairs and walkways Very dissatisfeied
Wall and ledges cleaning
Wall and ledges cleaning Very satisfied
Wall and ledges cleaning Satisfied
Wall and ledges cleaning Neither satisfied nor dissatisfied
Wall and ledges cleaning Dissatisfied
Wall and ledges cleaning Very dissatisfeied
Cleaning of internal doors, glazing and touchplates
Cleaning of internal doors, glazing and touchplates Very satisfied
Cleaning of internal doors, glazing and touchplates Satisfied
Cleaning of internal doors, glazing and touchplates Neither satisfied nor dissatisfied
Cleaning of internal doors, glazing and touchplates Dissatisfied
Cleaning of internal doors, glazing and touchplates Very dissatisfeied
Lift cleaning
Lift cleaning Very satisfied
Lift cleaning Satisfied
Lift cleaning Neither satisfied nor dissatisfied
Lift cleaning Dissatisfied
Lift cleaning Very dissatisfeied
Litter picking
Litter picking Very satisfied
Litter picking Satisfied
Litter picking Neither satisfied nor dissatisfied
Litter picking Dissatisfied
Litter picking Very dissatisfeied
Keeping refuse bin areas/shed clean and tidy
Keeping refuse bin areas/shed clean and tidy Very satisfied
Keeping refuse bin areas/shed clean and tidy Satisfied
Keeping refuse bin areas/shed clean and tidy Neither satisfied nor dissatisfied
Keeping refuse bin areas/shed clean and tidy Dissatisfied
Keeping refuse bin areas/shed clean and tidy Very dissatisfeied
Removing bulky and/or fly tipped waste
Removing bulky and/or fly tipped waste Very satisfied
Removing bulky and/or fly tipped waste Satisfied
Removing bulky and/or fly tipped waste Neither satisfied nor dissatisfied
Removing bulky and/or fly tipped waste Dissatisfied
Removing bulky and/or fly tipped waste Very dissatisfeied
Emptying litters bins
Emptying litters bins Very satisfied
Emptying litters bins Satisfied
Emptying litters bins Neither satisfied nor dissatisfied
Emptying litters bins Dissatisfied
Emptying litters bins Very dissatisfeied
Removing graffiti
Removing graffiti Very satisfied
Removing graffiti Satisfied
Removing graffiti Neither satisfied nor dissatisfied
Removing graffiti Dissatisfied
Removing graffiti Very dissatisfeied
Thinking about the following, to what extent would you agree or disagree that the cleaner(s) covering your block is/are:
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
Polite and friendly
Polite and friendly Strongly agree
Polite and friendly Agree
Polite and friendly Neither agree nor disagree
Polite and friendly Disagree
Polite and friendly Strongly disagree
Helpful and responsive
Helpful and responsive Strongly agree
Helpful and responsive Agree
Helpful and responsive Neither agree nor disagree
Helpful and responsive Disagree
Helpful and responsive Strongly disagree
Easy to communicate with
Easy to communicate with Strongly agree
Easy to communicate with Agree
Easy to communicate with Neither agree nor disagree
Easy to communicate with Disagree
Easy to communicate with Strongly disagree
Tidy and presentable
Tidy and presentable Strongly agree
Tidy and presentable Agree
Tidy and presentable Neither agree nor disagree
Tidy and presentable Disagree
Tidy and presentable Strongly disagree
Works in a safe manner
Works in a safe manner Strongly agree
Works in a safe manner Agree
Works in a safe manner Neither agree nor disagree
Works in a safe manner Disagree
Works in a safe manner Strongly disagree
Works in a thorough and efficient manner
Works in a thorough and efficient manner Strongly agree
Works in a thorough and efficient manner Agree
Works in a thorough and efficient manner Neither agree nor disagree
Works in a thorough and efficient manner Disagree
Works in a thorough and efficient manner Strongly disagree
Do you know how often your cleaner is supposed to visit your block each week?
Yes
No
Which day(s) does the Cleaner visit? If it is more than one day, please select all days that apply.
Monday
Tuesday
Wednesday
Thursday
Friday
Don't know
If you had to report a problem with cleaning in your block, who would you prefer to contact?
The Council's contract officer
The cleaner
The Council's customer service hotline
The cleaner's line manager at OCS Ltd
The Council's caretaker
Don't know
Have you had to report a cleaning problem in your block?
Yes
No
Section 2: Cleaning your block
To what extent do you agree or disagree with the following statements: “The person I contacted to help with my problem":
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
Sorted out the problem I reported
Sorted out the problem I reported Strongly agree
Sorted out the problem I reported Agree
Sorted out the problem I reported Neither agree nor disagree
Sorted out the problem I reported Disagree
Sorted out the problem I reported Strongly disagree
Kept me informed if the problem couldn't be sorted immediately
Kept me informed if the problem couldn't be sorted immediately Strongly agree
Kept me informed if the problem couldn't be sorted immediately Agree
Kept me informed if the problem couldn't be sorted immediately Neither agree nor disagree
Kept me informed if the problem couldn't be sorted immediately Disagree
Kept me informed if the problem couldn't be sorted immediately Strongly disagree
Followed up to make sure the problem didn't happen again
Followed up to make sure the problem didn't happen again Strongly agree
Followed up to make sure the problem didn't happen again Agree
Followed up to make sure the problem didn't happen again Neither agree nor disagree
Followed up to make sure the problem didn't happen again Disagree
Followed up to make sure the problem didn't happen again Strongly disagree
Section 3: Value for money
We want to ensure residents who pay for our cleaning service through their service charges, feel they are getting value for the money they pay.
To what extent do you agree or disagree that you are getting value for money from the current service?
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
Over the 5 year contract so far, which of the following statements about value for money from the cleaning service is most accurate. “The value for money of cleaning in my block has”:
Exceeded my expectations
Met my expectations
Fallen short of my expectations
Section 4: Looking to the future
In the future, which three changes from the following list would improve the cleaning service in your block? Please select a maximum of three choices:
More frequent visits to your block
Better equipment and materials
More time spent at the block cleaning
Saving money on frontline cleaning costs
Involve residents more in monitoring standards service
Sorting problems that arise more quickly
Carrying out more training
Reducing supervision costs
Replacing old flooring with new flooring
Allow cleaners more flexibility to prioritise tasks needed on site
Other
If other, please specify:
Looking ahead, over the next five years, how confident are you that the following options will improve the quality of service in your building?
Very confident
Fairly confident
Neither confident nor not confident
Not very confident
Not at all confident
Extending the cleaning contract with OCS Ltd (the current provider)
Extending the cleaning contract with OCS Ltd (the current provider) Very confident
Extending the cleaning contract with OCS Ltd (the current provider) Fairly confident
Extending the cleaning contract with OCS Ltd (the current provider) Neither confident nor not confident
Extending the cleaning contract with OCS Ltd (the current provider) Not very confident
Extending the cleaning contract with OCS Ltd (the current provider) Not at all confident
Re-tender the cleaning contract and bring in a new cleaning provider
Re-tender the cleaning contract and bring in a new cleaning provider Very confident
Re-tender the cleaning contract and bring in a new cleaning provider Fairly confident
Re-tender the cleaning contract and bring in a new cleaning provider Neither confident nor not confident
Re-tender the cleaning contract and bring in a new cleaning provider Not very confident
Re-tender the cleaning contract and bring in a new cleaning provider Not at all confident
Delivering the cleaning service in-house (e.g. direct Council provision)
Delivering the cleaning service in-house (e.g. direct Council provision) Very confident
Delivering the cleaning service in-house (e.g. direct Council provision) Fairly confident
Delivering the cleaning service in-house (e.g. direct Council provision) Neither confident nor not confident
Delivering the cleaning service in-house (e.g. direct Council provision) Not very confident
Delivering the cleaning service in-house (e.g. direct Council provision) Not at all confident
Choosing another contractor from a list of reputable companies
Choosing another contractor from a list of reputable companies Very confident
Choosing another contractor from a list of reputable companies Fairly confident
Choosing another contractor from a list of reputable companies Neither confident nor not confident
Choosing another contractor from a list of reputable companies Not very confident
Choosing another contractor from a list of reputable companies Not at all confident
If you have any other comments about the cleaning service, please provide this below:
Section 5: About you
Kensington and Chelsea Council is required to take account of how our actions affect different groups within our community. We are committed to ensuring all residents have fair access to the services we provide and ultimately that our borough is a safe and welcoming place for all.
To help with this, we collect equalities information on who uses our services and who we come into contact with. We collect this data because we want to fully understand who our residents are and the barriers they may face when accessing our services so we can make sure we do everything we can to remove them.
The more we know about our residents, the more we can tailor our services to meet your needs.
What is your sex?
Male
Female
Prefer to self-describe
Prefer not to state
Prefer to self-describe:
Does your gender identity match the sex you were registered with at birth?
Yes
No
Prefer not to say
What is your date of birth?
(dd/mm/yyyy)
Are your day-to-day activities limited because of a health problem or disability which has lasted, or is expected to last, at least 12 months? (Include problems related to old age)
Yes, limited a lot
Yes, limited a little
I do not have a disability or long-term health problem
Prefer not to say
If yes, what is the nature of your health problem or disability?
I have a physical impairment
I have a mobility impairment
I am a wheelchair user
I have a hearing impairment
I have a visual impairment
I have a learning difficulty
I have a mental health condition (including depression, dementia, obsessive compulsive disorder, and other mental health conditions)
I have another illness or disability e.g. hidden impairment (diabetes, epilepsy etc.)
I use medical equipment requiring an electricity supply
Prefer to self-describe (please state below)
Prefer not to say
Prefer to self-describe:
Section 5: About you
Ethnicity: How do you describe your ethnic origin?
White - English, Welsh, Scottish, Northern Irish, British
White - Irish
White - Gypsy or Irish traveller
Any other White background please self-describe below
Black/Black British - African
Black/Black British - Somali
Black/Black British - Caribbean
Any other Black/Black British background please self-describe below
Asian/Asian British - Indian
Asian/Asian British - Pakistani
Asian/Asian British - Bangladeshi
Asian/Asian British - Chinese
Any other Asian/Asian background please self-describe below
Mixed/Mixed British Ethnic Groups - White and Black Caribbean
Mixed/Mixed British Ethnic Groups - White and Black African
Mixed/Mixed British Ethnic Groups - White and Asian
Other/Other British Ethnic Groups - Arab
Other/Other British Ethnic Groups - Arab Moroccan
Any other Mixed/Mixed British Ethnic Groups please self-describe below
Prefer not to say
Other, please self-describe:
How would you describe your religion or belief?
Buddhist
Christian
Hindu
Jewish
Muslim
Rastafarian
Sikh
No religion or belief
Any other religion or belief please self-describe below
Prefer not to say
Other, please self-describe:
How would you describe your sexual orientation?
Bisexual
Gay man
Lesbian/Gay woman
Heterosexual
Prefer to self-describe (please state below)
Prefer not to say
Prefer to self-describe:
Using your personal data
The information you have provided to the Royal Borough of Kensington and Chelsea will only be used by the Council's Community Engagement Team and Housing Service to better understand your views on the Housing Needs Service to improve services and ensure that our services are fair. Your information will only be used for the intended purpose.
Where we ask you for personal information this information will only be used for the purpose indicated and will be held in a secure manner. It will not be used for any other purpose without your permission and will not be kept for longer than necessary. We will not collect any additional information about you, and we will not share your data with other Council Departments and/or any other external bodies. The Council will retain your information in accordance with our records retention schedule and it will be held securely.
You can withdraw consent to using your personal data for the above purposes at any time. If you have any questions regarding your Data Protection rights, such as accessing your personal information, etc. or if you have a concern over the handling of your information, you can email us at
[email protected]
Thank you for completing this survey.
Now click on submit to send us your responses.
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