Quadron's contract manager and area manager regularly attend residents' forums to ensure they are providing a service that meets the requirements of its users.
Each housing scheme can have an individual specification, allowing for a personalised service. Team leaders are empowered to amend their work schedules to take account of requests from wardens and residents for alternative or additional works to be performed while they are on site. For example, residents will often request small items such as the introduction of a particular shrub, or a plant that they have received as a gift, or they might like to maintain an area of the garden themselves.
Quadron is working with Thames Valley Housing Association and its residents' forums to train residents to be on-site monitors of the service. This has involved Saturday morning workshops to train the volunteers in the specification and the standards required, using photographic examples. This has led to a much better understanding of the contract and a higher level of customer satisfaction with the service, as evidenced by the KPI reports produced.