Accordant Estates, Basildon, Essex

Service to residents

Accordant recognises that residents are its customers and we are committed to delivering a high quality and responsive estate management service.

Detailed and comprehensive Service Level Agreements (SLAs) have been drawn up by Accordant and agreed by our clients. The SLAs are organic by design and will be developed as appropriate. We will work with our clients and residents to create the specifications they require.

Accordant will measure the quality and performance of all services to ensure the maintenance of high service standards. This will be achieved through the inspection and assessment of service delivery against targets set out in the appropriate SLA or contract specification. Performance information will be collated monthly and reported at agreed frequencies to the our clients.

Residents will be consulted through satisfaction surveys and will have the opportunity to provide feedback at regularly held meetings.

The SLAs reflect the following categories:

  1. Customer Care, Supervision and Management
  2. Property Maintenance
    1. Planned maintenance
    2. Reactive maintenance
    3. Priority Scheme
  3. Cleaning
    1. General cleaning services
    2. Window cleaning services
  4. Open Spaces
    1. Landscape maintenance
    2. Car parks and private roadways
    3. Swales
  5. Major Works
  6. Service Charges