July 2013
Hafod Connect
Site Services
Survey Results
 Thank you for
taking part!
Thank you for taking part!
 Your
experiences
This time we asked Hafod Connect members about our “site
services” - the window cleaning, grounds maintenance and
cleaning of communal areas that takes place on many of our
estates. A big “Thank You!” to everyone who had their say!
 Complaints
Who else have you spoken to?
 What are Site
Services?
 Standards &
Monitoring
 Value for Money
 Focus groups
 Action plan
 Prize draw
winners
Hafod
Housing
Association
St, Hilary Court
Copthorne W ay
Cardiff
CF5 6ES
feedback@
hafod.org.uk
029 2067 5800
Our service reviews rely on input from Hafod Connect members,
but we also ask for the views of everyone else involved with the
services being reviewed. In this case, we’ve spoken to the people
who deliver our site services: Dr Squeegee, our window cleaning
contractor, and Ground Control, who provide
grass cutting and landscaping services, as well as
Hafod’s own in-house cleaning team, who clean
communal areas. We’ve also talked to the staff
and managers of Hafod’s neighbourhood housing
team, who are responsible for our estates.
What are Site Services?
Site services are extra services provided by Hafod to make sure
our estates look tidy and well looked after. There are three main
types of site service:

Window cleaning

Cleaning of communal areas

Grounds maintenance, which
includes grass cutting, litter picking,
landscaping, and maintaining trees and
planted areas
Not everybody gets these services: about 2,500 of Hafod’s 3,500
tenants gets at least one of the above services. They’re not
covered by rent - people who live on estates that have site services
pay a weekly service charge of around £2.50 - £5.50, depending on
what services they receive.
Your experiences
Almost nine out of ten (88%) Hafod Connect members get site services on their
estate, but only a third (36%) of them said they had been consulted about them.
Just a quarter (26%) knew what standards and timescales applied to site
services, or had been asked to comment about the services they receive.
More than half (56%) of the people who get site services had complained about
them, but three-fifths (60%) said they were good value for money.
Complaints
Grounds
maintenance
services had the
most complaints,
followed by window
cleaning.
Two-fifths (40%) of
people who had
complained said
they had never had
their complaint
resolved.
Standards and monitoring
Many Hafod Connect members said they expected high standards from their
site services. They felt that Hafod staff and tenants each had a part to play in
making sure that services were delivered properly.
More than three-quarters (78%) of
Hafod Connect members thought
grounds maintenance should be
carried out at least once a fortnight.
Two-thirds (67%) thought communal
cleaning should take place once a
week, with one person suggesting it
should happen twice a week.
Half (50%) of tenants thought window
cleaning should be done once a
month, with two people saying more
than once a month. At the moment,
window cleaning is done every 8
weeks.
Value for Money
60% of Hafod Connect members thought that site services
were good value for money, with several people saying that
they would be good value for money if they were done
Value for
properly and on time. A few people said that they didn’t
Money
think it was fair that service charges were split evenly
between everyone who lives on the estate, as some people
might get a slightly different service (for example, if they lived on the opposite
side of a block of flats to the garden).
60%
Focus groups
The results from this survey will be discussed in
more detail with Hafod Connect members in
August, at two focus group sessions held at
Hafod’s head office. Remember, you can only
come to a focus group if you take part in a Hafod
Connect survey and provide your name and
contact details.
The site services focus groups will look at:

How tenants should be involved in planning the provision of site
services, including standards and timescales

How standards and timescales for site services can be
communicated to tenants

How Hafod staff and tenants can be involved in monitoring site
services
Action plan
Your comments about site services will help us to make them better.
We will draw up an action plan to make sure we can make
improvements over a realistic period of time. The action plan will be
available for every Hafod Connect member to see the difference
they have made.
Prize draw winners!
Thanks to everybody who took part! We have a great response from our Hafod
Connect members to every survey, and your views help us to improve services
to all our tenants.
Congratulations to Mr P from Penarth and Mr & Mrs T from Bridgend, who each
won £100 in the prize draw!
If you have any questions about Hafod Connect, or any of our Service
Reviews, please contact James Penfold, Performance Officer by telephone
on 029 2067 5800 or e-mail at [email protected].