Barbican Estate Service Level Agreements
Service Level Agreements (SLAs) describe the services currently provided and included in residents’ service charges and have been developed by the Barbican Estate Office (BEO) in consultation with residents.
The SLAs are a statement of the minimum specification of the services and standards you can expect. It is the aim of the BEO to exceed these minimum standards whenever possible.
The services covered by these SLAs are charged for in accordance with statute and terms set out in the lease for each property. The majority of the costs are included in the fifth schedule of the lease.
Underpinning the services managed by the BEO, these agreements set out key performance targets which are reported on a quarterly basis to the Residents' Consultation Committee (RCC). Targets not met will highlight any areas of concern and will enable the allocation of resources to resolve problems.
Whilst SLAs are an essential tool in promoting service improvement, it is the focus of officers on the quality of service delivery which makes the difference. The primary contact for residents are the House Officers, who provide a proactive element to highlight and resolve any service provision concerns prior to them becoming an issue.
A quarterly review is undertaken by a working party of officers and residents.
The BEO continues to action and review the comments from the House Officers and Resident Working Party related to the five SLAs covering:
- customer care, supervision and management
- estate management
- property maintenance
- major works
- open spaces
The Resident Information Pack is a guide to help residents enjoy their flats and to make them aware of some aspects of living on the Barbican Estate and the facilities that are available.
Both the SLA booklet and the Resident Information Pack are being reviewed BEO in conjunction with the SLA working party.