Following an in-depth service review and competitive tender process, we have reappointed Carter & Faraday Associates to provide communal cleaning services for our customers.
We are starting a new contract with the family-run business, incorporating a new framework setting out the services and standards expected. This follows engagement with and feedback from our customers who live in properties with communal areas and pay a fee – known as service charges – for services, including cleaning.
Carter & Faraday Associates will be responsible for cleaning communal areas such as shared hallways and outside areas at our flats and apartments. Services will include window cleaning, clearing litter and removing any dumped rubbish.
We are West Oxfordshire’s largest affordable housing provider, with over 5,100 homes for rent and shared ownership in West Oxfordshire, Gloucestershire, Wiltshire and Worcestershire, including 155 sites with communal facilities.
Wendy Hardy, our Head of Housing pictured with Luke Faraday, said: “Carter & Faraday Associates offered the best value for money, which is important for our customers, but this is a completely new contract - a fresh start – following an in-depth service review.
“As part of this review, we engaged with customers to find out their views and expectations. This is really important to us, and we’ll be working closely with the contractor to ensure all our customers receive the high-quality services they expect and deserve.”
The cleaning contract is one of our larger service charge contracts and more than 100 customers completed a satisfaction survey to give their feedback on the current service. A small number of customers have since gone on to become part of a Procurement Working Group, working alongside our staff to help shape the tender specification and select the final contractors.
The Working Group reviewed the customer feedback and used this to help build positive changes into the new cleaning contract, including more regularised service quality checks and clearer management oversight. A ‘cleaning checklist’ will also be prominently displayed in communal areas so customers can easily see when the contractor was last at the site and when they are due next.
As part of improvements, we have also added more information to our website about the cleaning services customers can expect, and when.
Carter & Faraday Associates employ more than 85 staff and their Operations Manager, Luke Faraday, said: “We have over 40 years’ experience of providing commercial cleaning and support services across the wide-ranging portfolio of properties, clients and locations we service. We’re delighted to have once again won this contract with Cottsway.
“We pride ourselves on our strict quality control procedures and customer care plan and look looking forward to continuing to work in the Cottsway community and delivering a high-quality cleaning service to their customers.”
This is the second large service charge contract that the Procurement Working Group has been involved in, previously helping to appoint our new grounds maintenance contractor at the end of last year.
For more information about our cleaning contract, see: Communal areas and cleaning