Cube Housing Association Ltd - A Scottish Registered Charity

  

Caretaking Charter

Meeting your expectations

We will aim:

  • To provide a cleaning, caretaking and security service to the satisfaction of the Association's residents.
  • To achieve and maintain high level of customer care at all times.
  • To ensure that agreed standards are met.
  • To enable residents to be involved and able to influence ongoing development of the service.
  • To consult and encourage residents to make recommendations for improvements to the service provided.
  • To enable residents to advise and give feedback to Cube on standards achieved.

 

Estate Services

Our staff will:

  • Wear name badges and uniforms whilst on duty.
  • Clear blocked chutes, if unable to clear refer to contractor.
  • Report property defects as appropriate.
  • Change stair rota card weekly.
  • Act as point of information and contact for residents.
  • Maintain confidentiality at all times.
  • Treat customers with courtesy and respect at all times.

 

Security & Safety Service 

  • Lifts Test Emergency Call Button and lift levels in all lifts on agreed specified day and report any faults found.

  • Notify lift breakdowns to the emergency engineers and record appropriate details.

Blocks

  • Ensure laundries are opened and locked according to the hours stipulated on the rotas.
  • Ensure all bin rooms are kept securely locked.
  • Keep all emergency access areas clear of obstruction.
  • Check water pumps and dry & wet riser valves are intact & secure and correctly functioning.
  • Check security of roofs, motor rooms, pump rooms, switch rooms, offices and stores.
  • Make Safe broken windows and report for re-glazing.
  • Replace faulty lighting tubes in the eight storey blocks.
  • Report defective lighting in the Maisonette to the Repairs Team.

What you can do to help

 

We ask you to ensure that:

  • The controlled entry doors are securely closed at all times.
  • Unauthorised access to the common areas of the building, the laundries or CCTV control room is not allowed.
  • You adhere to the conditions of tenancy or deed of sale, in relation to the cleaning of areas, which are your responsibility.
  • Where you have the use of laundry facilities, you are required to clean up after your turn by cleaning the tumble dryer filters, located at the bottom of the dryer, mopping up any spillage and reporting any faulty equipment to the caretakers.
  • You take responsibility for washing the stairs, landing, close or corridor when it is your turn.
  • You dispose of domestic refuse down the chutes and not in refuse bags left outside the bin rooms.
  • Cube staff are treated with courtesy and respect at all times and that you pass complaints about customer care, standards, etc. to the contact officers for action.
  • Please do not put large items, such as toilet seats, carpets, boxes, large black bags, wooden flooring or other inappropriate items down the chute. This causes the chute to become blocked. If your caretaker cannot remove the blockage, we then have to call in a contractor incurring a cost which is ultimately passed on to you.

Suggestions & Complaints

Errors and complaints are inevitable in an organisation providing services to large numbers of people.

Cube Housing Association Limited has a formal complaints procedure to deal with customers concerns quickly and efficiently.  The complaints procedure is published in a leaflet format and is readily available to customers at all of the Association's offices. The formal complaints route is not superseded by this agreement and will be available for tenants, residents and committee members who feel aggrieved or are dissatisfied with a service provided by the Association.

Bulk Refuse

How to deal with Bulk!

Assistance with bulk will be available by contacting your Caretaker in advance. 

Please do not dump bulk on the estate at any time over the weekend.  Apart from being unsightly, bulk can be a serious fire hazard and could cause injury to children on the estate.  As such, if you are caught recklessly dumping bulk it will be treated as a breach of your Tenancy Conditions. If you live in a multi-storey block, facilities for storing bulk are available on the ground floor.  If you require the use of this facility to store bulk until bulk collection day, please contact your Patch Caretaker to arrange access. If you live in a maisonette, there is no facility for storing bulk unless you have a pram store. If you require a bulky item uplifted, please contact Glasgow City Council Cleansing Department on 0141 287 9700 to arrange a collection. Certain items e.g. a fridge or freezer require a special uplift and will not be removed by the regular Wednesday collection.