10.00  LIAISON AND CONDUCT OF THE SURVEY

10.01  During the course of the preparatory stages for the Survey and the subsequent calculation and reporting stages, liaison will be with nominated representatives of the Council.  The Council will require to be consulted following the design of draft survey data sheets, the carrying out of a benchmarking exercise for field surveyors and the draft report stage.  The Council will also require regular progress updates, which shall include numerical progress in terms of achieving the desired outcome by the deadline and response rates and patterns.

10.02  The Council will assist the Surveyor in his access arrangements, by distributing a general letter informing residents about the Survey. The Surveyor will be responsible for arranging access to Properties and to alternative Properties should access not be available at any target Property.  The Surveyor shall be required to submit a detailed programme of work to facilitate access arrangements, particularly where opening up is required, and to help disseminate information about the Survey. The Surveyor will be required to submit drafts of contact letters for approval by the Council before these are sent to tenants.

10.03  The site work must be carried out with due regard to tenants' quiet enjoyment of their homes and access arrangements should not be sought before 8.30am or after 5.00 pm, or on Sundays or Bank Holidays.  Should tenants decline to allow access to their home, their wish is to be respected.  Following lifting of carpets or moving of furniture, the Surveyor shall reinstate fittings and furnishing to their original position.  Any damage caused by the Surveyor during the inspection process is to be the responsibility of the Surveyor and appropriate insurance must be obtained.

10.04  The Surveyor shall be equipped with a photo-identity security pass, which is to be accompanied by authorisation from the Council.  These details must be presented to tenants prior to commencing the Survey inspection.  The Council expects the highest standards of conduct from the Surveyor in this sensitive fieldwork assignment.

10.05  Should the Surveyor use two or more teams across the Estate, quality benchmarking must be undertaken.  The Surveyor shall submit a method statement to the Council prior to the commencement of the Survey setting out his benchmarking proposals to ensure that the results of the Survey are consistent throughout the Estate.

10.06  The Surveyor is required to maintain any necessary confidentiality of the Council and an appropriate explanation for the Survey visit will be agreed with the Council in advance of carrying out the Survey.

10.07  The Surveyor shall establish a freephone number which he shall give to all tenants of the Properties to be surveyed (including those alternative Properties to be surveyed where a target Property cannot be accessed).  This freephone number is to act as a point of contact for tenants for all customer care issues, rearrangement of appointments for access and complaints.  A record of any complaints made by tenants shall be kept by the Surveyor which shall be delivered to the Council on a weekly basis.

10.08  The Surveyor shall submit to the Council the names and details of the professional qualifications and experience of all personnel who will be engaged in carrying out the Survey.  A statement shall also be provided of the management structure and chain of responsibility of all involved in carrying out the Survey.