www.le.ac.uk

Estates and Facilities Management:

Customer Survey

Who we surveyed

• EFMD Departmental Contacts

– Email, letter, web

• Heads of Department and Corporate Services

Divisions

– Letter, web

• Staff in general

– Through departmental contacts, web

• Students

What we asked

• Quality

• Communication

– How you contact us

– How well we respond

• Costs

• Individual Services

Who Responded (232 People)

42%

30%

21%

4%3%

Academic

Administration Corporate Services

Administration Academic Departments

Student

All Other Types

Which Buildings Do You Work In

12%

4%

5%

20%

11%8%

10%

30%

Adrian

Archaeology

Attenborough

Fielding Johnson

George Porter

Maurice Shock

North Campus

All Other Buildings

What You Liked

• Gardens - 86% said that they were attractively

set out and well maintained

• Post - 85% (access) 78% (availability)

• PACS Staff - 70% said that they were helpful

and informed

• Security – 73% said that they were easy to

contact

How Easy Do You Find It To Contact Us

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Sports Services

Interiors Maintenance Help Line

Post PACS Security Incidents

Security Keys/Cards

ET Energy ET Travel ET Waste

Easy

Difficult

What Do You Think Of Our Staff

0%

10%

20%

30%

40%

50%

60%

70%

80%

Sports Services

Interiors Maintenance Post PACS Security Incidents

Security Keys/Cards

ET Energy ET Travel ET Waste

Helpful

Unhelpful

Maintenance

• What you didn’t like

• 45% (104 people) said that the buildings were not well maintained

– Academics 38%

– Corporate Service Staff 52%

– Academic Departments Support Staff 46%

• 34% (44 people) said that the response times were inadequate

• What we are going to do about it

• Customer Service Desk

• Review of Processes

• Staff Training

• Planned Maintenance Programme

Signage

• What you didn’t like

• 31% (71 people) said that the signage was not adequate

– Academics 32%

– Corporate Service Staff 35%

– Academic Departments Support Staff 26%

• Signage should be in a uniform corporate style and there needs to

be more of it

• What we are going to do about it

• University Wide Project – Incorporated into the Estates Strategy

Cleaning• What you didn’t like

• 31% (72 people) said that the buildings were not adequately

cleaned

– Academics 31%

– Corporate Service Staff 33%

– Academic Departments Support Staff 34%

• Many complaints about offices not being regularly cleaned

• What we are going to do about it

• Monitoring for continuous improvement

• Cleaning schedules published

• Customer Service Desk

Regional Dissatisfaction Rates

• Maintenance

• Adrian 38%

• Fielding Johnson 46%

• George Porter 56%

• North Campus 46%

• Cleaning

• Adrian 31%

• Fielding Johnson 47%

• George Porter 16%

• North Campus 17%

Sports and Recreation Services

• What you didn’t like

• 32% (29 people) said that the sports facilities were not

adequate and not open when they needed them

• On Campus sports facilities should be open earlier in

the day. Classes should be held outside of normal

working hours

• What are we going to do about it

• New Facilities At Oadby

• Student Resource

Keys and Access Cards

• What you didn’t like

• 40% (52 people) said that the service for collecting

keys/cards was not available when they needed it

• “The Office is in the wrong place and far too small”

• What are we going to do about it

• Issue of Student Cards Disseminated to Departments

• Longer Opening Hours

• Service Desk

Selected Comments• “…Overall the campus is a pleasant place to be.”

• “The cleaners do their best but there are so many things

that they are told they shouldn't disturb or they simply don't

have time to do. They don't even empty bins any more.”

• “Our building is draughty, drab and totally uninviting. The

toilets are an absolute disgrace and a complete

embarrassment, the gents in particular..…….. Don't even get

me started on leaking pipes!”

• “We are running from one crisis to another because things

are only ever patched up. The maintenance staff are often

embarrassed because they try their hardest but under the

most difficult of circumstances. “

Summary of Actions• Service Desk

– one point of contact open from 8:00 – 17:30

– following up and prioritising calls

– linking services

– signing contractors onto site

• Processes (tightening of procedures and processes in portering,

security and maintenance)

• Resources (redirecting of resources to areas of concern, e.g.

signage dealt with by a separate one off project with input from

key users)

• Sports – increase in fees to staff to allow for better facilities and

longer opening times?

Not Everyone Understood the Questions

• “I think space is great and we should invest more in this area”

www.le.ac.uk

Contact Details

Karen Bignold

Customer Care Officer

Estates and Facilities Management Division

T: 0116 229 7904

E: kab14@le.ac.uk