Being the Eyes and Ears on Site: How We Support Our Clients Day to Day

When working in people’s homes on behalf of housing providers and landlords, the job is not limited to the task itself.

We are often the only people physically attending a property, which means we are in a position to identify issues that may not have been reported or picked up elsewhere.

At SCS Facility Services, this is built into how we operate through our Eyes and Ears Policy.

Identifying Issues While on Site

Operatives complete a short on site survey where concerns are identified during the visit. The process is designed to fit around the work being carried out, without disrupting the job.

This includes identifying and reporting:

• Housekeeping issues

• Signs of pest activity

• Fire risks or restricted access

• Property condition concerns

• Welfare or safeguarding observations

Where a survey is completed, a report is generated and returned to the office, giving the client clear visibility of what has been identified.

Damp and Mould Reporting

Where damp and mould is identified, a more detailed survey is completed to capture severity, location and key information.

This allows a clear report to be issued to the client, supporting compliance requirements, including Awaab’s Law, and helping prioritise any follow on actions.

Site to Client Without Delay

All surveys are completed through our PDA system, meaning:

• The office is notified as soon as a survey is submitted

• Reports can be reviewed and issued without delay

• A full audit trail is created for each job

This ensures issues are recorded properly and passed on quickly, allowing early intervention where required.

Safeguarding and Site Controls

Safeguarding is built into simple checks carried out at the start of each visit.

Operatives are prompted with key questions on arrival, allowing them to confirm whether it is appropriate to proceed. Where the answers indicate it is not safe or suitable to continue, the job is stopped and reported.

For example, if access is gained and a young person is present without a responsible adult, the visit is aborted and flagged back to the office.

If anything changes during the visit, or if the work falls outside of the RAMS, a dynamic risk assessment must be completed before continuing.

Early Identification on Site

A lot of the issues picked up during visits are not new, they have developed over time and have simply gone unnoticed or unreported.

By capturing these while already on site, clients are able to act earlier, before problems escalate into more disruptive or costly works.

It also supports a more consistent approach across properties, rather than relying solely on reported issues or periodic inspections. We’ve seen this first hand across our work, and it’s something we’ve covered in more detail in our blog Why Lack of Maintenance Always Costs More in the Long Run.

Added Value as Standard

The surveys completed on site provide clients with visibility they would not otherwise have.

Issues are identified early, recorded clearly, and supported with a full audit trail. All reports are provided free of charge and are generated as part of the work being carried out, without the need for separate visits or additional instruction.

In practice, this gives clients real time insight from operatives already on site, helping them manage their stock more effectively.

Why This Approach Matters

Addressing issues early helps reduce risk, limit disruption, and avoid more extensive works later.

By identifying and reporting concerns while on site, we support clients in maintaining their properties, meeting compliance requirements, and improving conditions for residents.

Working as a Delivery Partner

This approach is built into how we deliver our services.

It ensures that while carrying out works, anything that requires attention is also identified, recorded, and reported.

If you need support with this across your stock, feel free to get in touch.