Service Level Agreements
Estates and Property Facilities Management (FM) Service Level Agreements
Our aim is to be recognised for strong determination to deliver the very best environment and customer service experience. In order to achieve this aim, FM Management have started gathering monthly Performance Indicators [PIs] for each of the hard and soft FM disciplines. This will be supplemented by customer feedback at intervals of six months. The whole purpose of this initiative is to learn from experience and continuously improve the service given by Operational Services staff. With the exception of the Health & Safety PI, which is set at 100% Safety, the majority of targets are set at 90%. We would also urge our customers to use the feedback template which is e-mailed to all customers when a job has been completed via our Computer Aided FM system.