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Guidance Notes for Self-CateringOperators on Quality Grading

Guidance Notes for Self-Catering Operatorson Quality Grading

INTRODUCTION

During a visit the Quality Advisor will make an assessment in each of a potential 38 areasdepending on the nature of the business. These include the exterior of the premises, bedrooms,bathrooms, public areas and kitchens andmost importantly, thewelcome,management efficiencyand cleanliness of the property. Not all areaswill be applicable in all establishments, for examplegardens or recreational facilities. No scorewill be givenwhere any area is not applicable. Therewillbe no penalty for not providing these facilities.

Quality Advisors will consider twomain factors whenmaking an assessment – quality andcondition. Personal taste or fashion will not influence the score awarded for each aspect. Thismark will be a balance between quality and condition.

For example, a piece of furnituremight be of the highest quality manufacture but has not beenkept in good condition. As a result, damage, wear and tear and ageing will reduce themark given.Conversely, another piece of furniture, even when newly bought, may be of a lower intrinsicquality which would lower themark awarded. Examples where both quality and condition exert aninfluence on the assessment are included in the following guidance notes.

They have been drawn together frommany years’ experience of carrying-out gradingassessments and are examples that have been experienced by the team of Quality Advisors overthe years. They are not prescriptive or exhaustive. They are intended to give a broad impression ofthe areas which the Quality Advisor assesses and to illustrate some of themore frequently metsituations that would deternine themarks given. In practice there will be an infinite number ofother types of provision under each aspect whichmay affect the scores, reflecting the wide rangeand diversity of accommodation in Scotland. As always thesemay be discussed with The QualityAdvisor during the visit and will be taken into account in the assessment.

The following aspects are considered as part of the quality assessment:

Exterior• Appearance of buildings.• Grounds and gardens.• Environment and setting.

Cleanliness• Public areas (sitting rooms, dining room,corridors, stairways).

• Bedrooms.• Bathrooms.• Kitchen.

Management Efficiency• Pre-arrival guest information includingbrochure.

•Welcome and arrival procedure.• In-unit guest information and personaltouches.

Public Areas(dining and lounge areas, hallways,stairs and corridors)• Decoration.• Flooring.• Furniture, furnishings and fittings.• Heating and lighting.• Space, comfort and ease of use.

Bedrooms• Decoration.• Flooring.• Furniture, furnishings and fittings.• Heating and lighting.• Beds.• Bedding and linen.• Space, comfort and ease of use.

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QUALITY GRADING

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Grading Bandsand Conditions

Five Stars 87-100%• Cleanlinessminimum score 90%

Four Stars 75-86%• Cleanlinessminimum score 75%

Three Stars 60-74%• Cleanlinessminimum score 65%

Two Stars 48-59%• Cleanlinessminimum score 50%

One Star 34-47%• Cleanlinessminimum score 40%

Fail Less than 34%• Cleanliness less than 40%• Any score of 0

Consumerresearchhasshownthatcleanliness isofparamount importanceatanyquality levelandtheminimumscoresoppositeateachStargradereflects thisneed.

This researchhas also shown that guestsexpect consistency in all aspects of theproperty,meaning that eachareaof theproperty shouldmeet theoverall Star gradeawarded. In otherwords, to achieve aThreeStar grade thequality of all internal areasof thepropertymust reachat least a ThreeStarquality in public areas, bedrooms, bathroomsandkitchens.

Bathrooms• Decoration.• Flooring.• Fixtures, fittings and sanitary ware.• Heating, lighting and ventilation.• Space, comfort and ease of use.

Kitchen• Decoration.• Flooring.• Fittings and furniture.• Heating, lighting and ventilation• Electrical equipment.• Crockery, cutlery and glassware.• Kitchenware, pans and utensils.• Space comfort and ease of use.

Additional Features(where applicable)• Laundry.• Recreation.• Reception, shop, bar, restaurant.

In each of the above aspects the QualityAdvisor will decidewhether to award a scoreof “exceptional” (5marks), “excellent”(4marks), “very good” (3marks), “good”(2marks), “acceptable” (1mark) or “poor”(0marks).

APPEARANCE OF BUILDINGS

Quality GuidanceThe décor, maintenance and repair of thebuildingwill be assessed under this section.This includes stonework, woodwork,paintwork, gutters, fall pipes, externalplumbing, chimneys and roofs. Externalsignage attached to the building (clarity andmaintenance) and lighting is taken intoaccount here. Any outbuildings and storageareas e.g. refuse areaswill be assessed hereaswell. Window boxes, tubs and hangingbaskets attached to the buildingwill also beassessed under this heading.

QUALITY INDICATORS

Mark 1For example:• Exteriorsmaintained in a sound, acceptableand clean condition overall.

• Some signs of ageingmay be present andsmall defects, damage, cracks etc. to stone orwoodwork.

• No evidence of recent freshening up.• Ageing signage.• Overall tidiness of immediate area includingstorage buildings/areas.

Mark 2For example:• External fabric all in sound condition.• Signs of ageing and defects should belimited to a small number of areas.

• No obvious structural defects or damage.• Paintwork, pointing, window frames all in agood state of repair though not necessarilyrecently painted.

Mark 3For example:•Well maintained exterior although someweatheringmay be present.

• No obvious structural defects.•Where displayed, signs to bemaintained ingood condition.

Mark 4For example:• High qualitymaintenance of stonework andpaintwork, some natural weatheringmay bepresent.

• Some additional external features toenhance appearance, this includeswindowboxes, especially in properties without agarden.

Mark 5For example:• Excellent standards of externalmaintenanceincluding: outbuildings and signs e.g. freshwell maintained paint work, no unsightlystaining to stonework. Addition of featuressuch as flower tubs andwindow boxeswhere appropriate.

• Attractive architectural featuresmay be inevidence.

•Well illuminated and clearly signed.

GROUNDS, GARDENS, ROADWAYSAND CAR PARKING

Quality GuidanceIf the property has no grounds, gardens orparking this section is not assessed.Assessment of this areawill include gardenareas, garden furniture, hedges, paths,driveways, parking and all other areaswithinthe boundaries of the property which arevisible from the property or which guests haveaccess to andwhich are under control of theowner.

QUALITY INDICATORS

Mark 1For example:• An adequate first impression, e.g. refuse binsdiscreetly positioned.

• An ‘enclosed’ area surrounding theestablishment where the immediate vicinityis kept under control.

• Immediate surroundingsmaintained so asnot to detract from overall appearance e.g.lawns and borders not overgrown.

• Little attempt at interesting design.• Reasonably easy access, safe and adequatelymaintained parking. If parking not available,information provided for potential guests onwhere to park.

• Drivewaymay have an uneven surface butno hazardous pot-holes.

• Consideration given to control wild anddomestic animals around the property.

Mark 2For example:• Evidence ofmore effort made tomakegardensmore attractive, tidy and litter free.

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1 EXTERIOR

• No overgrown or tangled areas.• Pathwayswithout trip hazards.• Some attempt to define parking area.

Mark 3For example:•Well maintained and tidy overall appearanceof grounds, gardens, driveways andfootpaths etc.

• Easy access to parkingwithwell maintainedsurface and clear definition.

• Effective lightingwhere required e.g. longdriveway or path to the property. Parkingareamay also require light.

• Parking to be on a better surface and pot-holefree.

Mark 4For example:• High standards ofmaintenance of garden.Generally tidy beds, pathways hedges and alltrees and shrubs, well tended.

• Dustbin areas not visible preferablyscreened.

• Evidence of some attention to detail e.g. wellsurfaced pot-hole free driveways, colourfulborders andwide level pathways.

• Parking area to beweed free, on awellmaintained surface and preferably close tothe property.

Mark 5For example:• Maintained to an excellent standard e.g. welltended borders or shrubs, tidy pathways andedges in good condition andwell cut, hedgestrimmed and an overall appearancethroughout the year.

•Where there are substantial grounds,evidence of a systematic programme ofmaintenance.

• Attention to detail, including landscaping,driveways, the provision of garden furnitureor architectural features, e.g. gazebo, pergolasummer house etc.

• Ample car parking spaces adjacent to unit toaccommodate likely number of guests.

• Good, well positioned lighting.• Consideration given to the security of guests’cars.

ENVIRONMENT AND SETTING

Quality GuidanceA reflection of the positive or negative aspectsof the location of the property and the

surrounding area that could affect the guests’comfort. Personal preference is avoided.Considerationwill be given to effortsmade toovercome a poor environment by screening orbanking to reduce any unsightly outlook andnoise e.g. double glazing. The approach to theproperty from the road is also taken intoaccount.

QUALITY INDICATORS

Mark 1For example:• Satisfactory first impression.• May be situated at a busy road junction or inan area of social deprivation or close toindustrial units.

• Minimal excessive noise levels from traffic orindustrial sources.

Mark 2For example:• Situated on a crowded site where individualunits are close together.

• In a town/city centre with some parkingrestrictions and busy traffic but close to allamenities.

• Some attempt at noise insulation e.g. doubleglazing.

• On aworking farmwhere access ismuddy orobstructed by farmmachinery.

Mark 3For example:• Good first impression.• Possibly part of a complex or site of buildingsin an otherwise excellent location.

•Withinwalking distance of facilities, butwhere parking is freely available.

• No excessive noise levels.

Mark 4For example:• May be in excellent location, but in closeproximity to other units.

• In secluded location, but accessmay bedifficult e.g. steep, rough track or perhapsproperty close to a busyworking farm.

Mark 5For example:• Establishment is inviting.• Attractive surroundings.• Often in a secluded situation in extensivegrounds perhaps by a river or in an elevatedposition in an area of outstanding naturalbeauty.

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• Ready access to nearby leisure activities e.g.golf, mountains, fishing, seashore etc.

• In a city close to centre with excellentpedestrian access or public transport tofacilities such as restaurants, theatres,galleries etc.

BEDROOMS

PUBLIC AREAS(LIVING AND DINING ROOMS ETC)

Quality GuidanceAreas assessed arewindows, flooring andskirtings, stair treads, dado/picture rails andpictures, under seat cushions, inside andoutside of furniture, power points and lightswitches, light fittings, ceiling edges andelectrical goods.

QUALITY INDICATORS

Mark 1For example:• All surfaces and equipment clean andgenerally free fromdust but theremay belimited signs of neglect.

• All carpets vacuumed and floors cleaned.• All areas smelling fresh and clean for guests’arrival.

Mark 2For example:• Quite good standard overall although someareas overlooked and some evidence of dust,cobwebs high and low or in inaccessibleplaces.

• Untidy books/magazines/ games incupboards.

Mark 3For example:• Evidence of attention to detail, particularlyhigh and low level.

• Clean fresh surfaces.• Soft furnishings and carpets deep cleaned ona regular basis or as required.

Mark 4For example:• Greater attention to detail, with high overallstandards evident.

Mark 5For example:• Excellent level of cleanliness.

• No evidence of dust.• Gleaming surfaceswith evidence ofthorough cleaning and a high level ofattention to detail.

• Pristine soft furnishings and carpets.

BEDROOMS

Quality GuidanceInside and outside of furniture (tops and insideof wardrobes), light fittings and ceiling edges,flooring and skirtings, under beds, windows,bed heads, frames andmattresses.

QUALITY INDICATORS

Mark 1For example:• All surfaces and equipment clean and freefromdust.

• All carpets vacuumed and floors cleaned.• All areas smelling fresh and clean for guests’arrival.

• Limited signs of neglect.

Mark 2For example:• Quite good standard overall although someareas overlooked and some evidence of dust,cobwebs high and low or in inaccessibleplaces.

Mark 3For example:• Evidence of attention to detail, particularlyhigh and low level.

• Clean fresh surfaces.• Soft furnishings and carpets deep cleaned ona regular basis or as required.

Mark 4For example:• Greater attention to detail, with high overallstandards evident.

Mark 5For example:• Excellent level of cleanliness.• No evidence of dust.• Gleaming surfaceswith evidence ofthorough cleaning and a high level ofattention to detail.

• Pristine soft furnishings and carpets.

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2 CLEANLINESS

BATHROOMS

Quality GuidanceThis includeswall finishes, flooring,equipment, shower curtains, light fittings,extractor fans, plug holes, taps and toiletbrushes.

QUALITY INDICATORS

Mark 1For example:• All surfaces and equipment clean and freefromdust.

• All carpets vacuumed and floors cleaned.• All areas smelling fresh and clean for guests’arrival.

• Limited signs of neglect.

Mark 2For example:• Quite good standard overall although someareas overlooked and some evidence of dust,cobwebs high and low or in inaccessibleplaces.

Mark 3For example:• Evidence of attention to detail, particularlyhigh and low level.

• Clean fresh surfaces.• Soft furnishings and carpets deep cleaned ona regular basis or as required.

Mark 4For example:• Greater attention to detail, with high overallstandards evident.

Mark 5For example:• Excellent level of cleanliness.• No evidence of dust.• Gleaming surfaceswith evidence ofthorough cleaning and a high level ofattention to detail.

• Pristine flooring and sanitary ware.

KITCHEN

Quality GuidanceThis includeswall finishes, flooring,equipment, light fittings, extractor fans, plugholes and taps.

QUALITY INDICATORS

Mark 1For example:• All surfaces and equipment clean and freefromdust.

• All carpets vacuumed and floors cleaned.• All areas smelling fresh and clean for guests’arrival.

• Limited signs of neglect.

Mark 2For example:• Quite good standard overall although someareas overlooked and some evidence of dust,cobwebs high and low or in inaccessibleplaces.

Mark 3For example:• Evidence of attention to detail, particularlyhigh and low level.

• Clean fresh surfaces.• Soft furnishings and carpets deep cleaned ona regular basis or as required.

Mark 4For example:• Greater attention to detail, with high overallstandards evident.

Mark 5For example:• Excellent level of cleanliness.• No evidence of dust.• All drawers and cupboards clean and linedand contents tidily laid out.

• Gleaming surfaceswith evidence ofthorough cleaning and a high level ofattention to detail.

• Pristine fittings and flooring.

PRE-ARRIVAL – GUEST SERVICES

The procedures for dealingwith guests duringbooking, pre-arrival, arrival and informationprovision for the guests tomake themost oftheir stay are assessed here.

Pre-arrival guest information includingbrochure

Quality GuidanceThis covers the information sent prior tobookingwhich aims to inform the guest about

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3MANAGEMENT EFFICIENCY

the property and the locality. Thismay alsoinclude the operators and/or agents websitefor the property.

QUALITY INDICATORS

Mark 1For example:• Brochuremay be a simple, typed sheet withbasic information.

• Each enquiry/booking handledwith hand-written or typed letter.

• Confirmation letter sent by post/fax.• Some information on propertymay be out ofdate.

• Map/directions clear and easy to follow afterbooking.

Mark 2For example:• Brochuremay includemore detail but couldstill be a single side.

• Efficient or effective procedures carried outbut not with a high degree of professionalpolish.

• Hand produced information, individuallytyped or photocopied.

Mark 3For example:• Efficient andwell organised information andbooking procedures.

• Brochure including one picture or sketch(may be black andwhite) withmore detailedinformation. A letter of introductionmay beincluded.

Mark 4For example:• Brochurewould contain photographs andusually be in colour, butmay not beprofessionally produced.

•Well laid out informative brochure on qualitypaper.

Mark 5For example:• Owners thoroughly organised andprofessional.

•Well planned and exhaustive bookingprocedures.

• Brochure produced to a professionalstandardwith extensive, clear information.

• Comprehensive information aboutcancellation policy.

• Detailed, easy to follow directions sent afterbooking.

• Personal letter of introductionwithaccompanying tourist information on localarea and attractions.

WELCOME AND ARRIVAL

Quality GuidanceThis is the procedure used towelcome guestsincluding arrangements for access e.g. keycollection.

QUALITY INDICATORS

Mark 1For example:• It may not be possible towelcome guestspersonally.

• A keymay be left for new arrivals.

Mark 2For example:• Key could be obtained from key holder, butlimited additional welcome information orprovisions.

Mark 3For example:•Welcome beverages provided e.g. tea andcoffee, perhaps set on a tray.

•Welcome card inviting guests to contactowners or caretaker at any time during stay.

•Where bed linen is provided beds should bemade up.

Mark 4For example:•Where no personal welcome given, a tea traywithwelcome letter or a phone call or visit,some time after arrival to check all is well.

• A “Welcome pack”might be provided andmay include tea, coffee,milk, fresh flowersand cake etc.

Mark 5For example:• Personal welcome fromowner orrepresentative and/or satisfaction check after24 hours.

•Welcome pack providedwith e.g. fruit,flowers, gift etc.

• Housewarmed and lit as appropriate to theseason.

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GUEST/TOURIST INFORMATION ANDPERSONAL TOUCHES

Quality GuidanceIn-unit guest information and personaltouches – this includes the provision of touristinformation e.g. attractions leaflets andhousehold information such as how to use theequipment. Personal touches are thoseaspects whichmake the propertymorehomely andwelcoming such as plants, books,videos, ornaments etc.

QUALITY INDICATORS

Mark 1For example:• Selection of tourist information for local andsurrounding area. No real presentation.

• Limited range of personal touches.• Details provided of how to operate allequipment in the unit and refuse collection.

Mark 2For example:• Reasonable selection of tourist informationand not too out of date.

• Small range of items, e.g. ornaments, books.

Mark 3For example:• Extended range of tourist informationincluding places to eat, etc, and normally upto date.

• Good standard of presentation for householdinformation.

•Wider range including books, games andmagazines.

• Detailed guest information e.g. local shops,pubs, leisure facilities, churches etc.

Mark 4For example:• Awide selection of tourist information forlocal area and further afield. Someorganisation of leaflets would be expected.

• Additional information complied by ownersmore than commercially produced leaflets.This could include information on localsporting and leisure activities, locality ofbanks, shops etc. particularly those sellinglocal produce. This should be displayed in aloose binder or in a rack.

• Very good range of personal touchesincluding books, games,mending kit,barbecue, plants andmagazines.

Mark 5For example:• Comprehensive informationmay includelocal interest books, ordnance surveymaps,walking information etc.

• Displayed in loose-leaf folder or file or tidy,organisedwall board.

• Excellent range of items could include e.g.toiletries, bathroom scales, cookbooks,telephone directories, CDs, videos, includingblanks.

• Comprehensive details presented to higheststandard.

PUBLIC AREAS (SITTING ANDDINING AREAS)Includes halls, stairs and landings aswell aslounges, conservatories and separate diningrooms.Where bars and restaurants are on sitethesewill bemarked under AdditionalFacilities.

DECORATIONQuality GuidanceAswell as walls and ceilings, the provisionand quality of pictures, prints and all walldecorations are assessed here. Theassessment of the decoration of walls, ceilingsandwoodwork looks at the quality applicationand condition. The assessor’s personal tastesof style or design are not considered.

QUALITY INDICATORS

Mark 1For example:• Functional décor and limited co-ordination.• Limited use of pictures andwall hangings.• Some slight damage and signs of wear andtear.

• Amateurish application of wallpaper or paint.

Mark 2For example:• Standard domestic style and quality of décor.• Competently applied of a quite good qualitywith few obvious blemishes.

• Some signs of ageing but nomajor wear andtear.

Mark 3For example:• Good interior, with evidence of co-ordinateddesign.

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4 PUBLIC AREAS

•Well finished, good quality wall coveringsand paint work.

• Moremoderate qualitymaterials if recentlyexecuted to a professional standard.

• Use of pictures etc., where appropriate,particularly on plainwalls.

Mark 4For example:• Use of high quality wall coverings though notnecessarily in pristine condition.

• A professional standard of finish in verygood conditionwith appropriate level ofadornment as benefits the style.

Mark 5For example:• Excellent interior design and overallimpression.

• High quality wall coverings in excellentcondition; professional finish to all aspects ofdecoration.

• Attractive use of pictures, prints and otherdecorative relief where appropriate.

• Interesting architectural features, objects ofinterest, artwork and objects d’art.

FLOORINGQuality GuidanceThis includes all types of flooring such ascarpets, laminate, ceramic, natural wood orvinyl floor coverings. Assessment coversquality, condition and fitting.

QUALITY INDICATORS

Mark 1For example:• Adequate comfort to flooring, some signs ofwear and tearmay be evident but no holes orbald patches.

• May be some slight discolouration.• May not be professionally fitted.

Mark 2For example:• Quite good quality, but carpetsmay have ahighmanmade fibre content.

• Flooringmay not necessarily be new butshould bewell fitted and show few signs ofwear and tear.

• Tiling should have little damage.

Mark 3For example:• Good quality flooring in sound condition andcomfortable under foot. Some underlay forcarpets.

• Tiling to have clean grouting.•Wood on floors to be in good condition, wellpolished and providedwith smallerrugs/mats as appropriate.

Mark 4For example:• High quality flooring, but not necessarilynew,may show signs of wear ormoremoderate quality, but in pristine condition.Normally professionally fitted.

• High quality rugswould be anticipated onwood or laminate flooring.

Mark 5For example:• High quality flooring in excellent condition,carpets with substantial underlay.

• No real sign of wear and professionallyfitted.

FURNITURE, FURNISHINGS ANDFITTINGS

Quality GuidanceThis includes the quality and condition ofdining and lounge furniture including seating,scatter cushions, curtain poles, curtains, lightfittings, heating appliances, television etc.

QUALITY INDICATORS

Mark 1For example:• A sparing but adequate provision offurniture, furnishings and fittings, in terms ofquality and quantity.

• Limited co-ordination or amis-match ofstyles.

• Furnituremay showmarks/stains.• Curtainsmay be unlined, but shouldmeet inthemiddle, blinds should run free.

• Lighting and heating fittings could be lackingintrinsic quality.

Mark 2For example:• A greater provision of furniture whichmaybe dated or havewear but will be in soundcondition.

• No great degree of comfort for the guest.

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• Curtains to be of better quality, clean andeasy to draw.

• Light and heating fittings of quite a goodstandard.

Mark 3For example:• Good quality furniture showing few signs ofwear and tear.

• More substantial, lined curtains whichshould not bewatermarked.

• Good use of co-ordination.•Where separate dining area is provided,provision formaximumnumber of guests todine in comfort.

Mark 4• High quality furniture, not necessarily new.•May bemoremoderate quality but inexcellent condition.

• Very good quality lighting and heatingfittingsmaintained in a very good addition.PUBLIC AREASMark 5

For example:• High quality furniture in excellent conditionirrespective of style.

• No real sign of wear and professionallyfitted.

• Attractive co-ordinated extras such ascushions.

• Decorative occasional pieces inmain room(s)and corridors.

• High quality lighting and heating fittings inpristine condition.

SPACE, COMFORT AND EASE OF USE

Quality GuidanceThis takes into account the use of space andhow the room layout is planned to offermaximum convenience and ease of use forguests. Can guests all sit andwatch TV incomfort? Is there enough room for themaximumnumber of guests to all dinetogether? Does the furniture have to bemovedfor the facilities to be used? The use of sofabedswill be taken into account here as thisaffects the comfort and ease of use.

QUALITY INDICATORS

Mark 1For example:• Acceptable comfort and range of furniture.• Space for reasonably freemovement.

• Large or over provision of furnituremaymean it dominates the room and normalusage should be free fromdisturbingexternal noise, smells etc.

• Minimal intrusive noise fromplumbing,corridors etc.

• Little thought given to layout.

Mark 2For example:• Quite good levels of comfort and a limitedrange of seating.

• Environment free fromdisturbing externalnoise, smells etc.

• Easy use of facilities.

Mark 3For example:• Range of sofas and/or armchairs.• Ample space for freedomofmovement.• Convenient layout of furniture for practicaluse.

• Fresh and airy atmosphere.

Mark 4For example:•Well planned layout of furniture tomaximiseuse of free space. Guests should be able todine together in comfort in one location.

• Generous free space.•Where there is an open plan kitchen/livingarea, there should be adequate ventilatione.g. forced extraction to ensureminimalintrusion in the living area from steam andcooking odours.

Mark 5For example:• Lounge; generally separate fromdiningroomor lounge/dining roomwith excellentspacious layout.

• Excellent range of comfortable seating.• Large amount of free spacewhichmayincludemore than one sitting room.

• Easy and convenient use of facilities, e.g. useof surfaces and access to power points etc.

• No intrusive noise.

HEATING, LIGHTING ANDVENTILATION

Quality GuidanceThis relates to the quality and provision oflighting and heating andwhether it issufficient for the size of the unit and the

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number of guests accommodated. Thereshould be a balance of natural and artificiallight where appropriate.

QUALITY INDICATORS

Mark 1For example:• Adequate levels of lighting, appropriatelypositioned (including stairs, landings andcorridors).

• Enough lighting for practical use but littlemore.

• Heating levels appropriate to size of rooms,may not be automatic or fixed.

• Some areas colder than others.• Uncontrolled heat, either too hot or cold.

Mark 2For example:• Quite good levels of lighting,may bemainlight and one other light, higher wattage thantheminimumof 140W.

• Heatingmight be free standing andmay beautomatic or thermostatically controlled.

• May be amixture of heating systems, somefixed somemoveable.

• Maintains good background temperaturewhich can be boostedwhen required.

Mark 3For example:• Good levels of controllable lighting in allareas including stairs, landings and corridorsetc.

• There is likely to bemore than one source oflighting e.g. wall, standard lamps. Amplenatural light.

• Effective levels of heating providing overalluniform temperature.

• Properly fitted, automatic fixed heatingwhichmay be thermostatically controlled.

Mark 4For example:• Very good levels of controllable lightingwhichmay include use of dimmers in rooms.There should be several forms of alternativelighting e.g. table lampswall lights, picturelights etc.

• Automatic heatingwill be fixed andthermostatically controlled.

Mark 5For example:• Excellent lightingwhich creates a good effectand shows of rooms to best advantage.

• Light should be practical for all purposessuch as reading etc.

• Heating levels fully controllable at all times ofday/night by the guest: some old storageheaters unlikely tomeet this requirement.

DECORATION

Quality GuidanceAswell as wall and ceilings, the provision andquality of pictures and prints and all walldecorations are assessed here. Theassessment of the decoration of walls, ceilingsandwoodwork looks at the quality, applicationand condition. The assessor’s personal tastesin style or design are not considered.

QUALITY INDICATORS

Mark 1For example:• Functional décor and limited co-ordination.• Limited use of pictures andwall hangings.• Some slight damage and signs of wear andtear.

• Amateurish application of wallpaper or paint.

Mark 2For example:• Standard domestic style and quality of décor.• Competently applied of a quite good qualitywith few obvious blemishes.

• Some signs of ageing but nomajor wear andtear.

Mark 3For example:• Good interior, with evidence of co-ordinateddesign.

•Well finished, good quality wall coveringsand paint work.

• Moremoderate qualitymaterials if recentlyexecuted to a professional standard.

• Use of pictures etc., where appropriate,particularly on plainwalls.

Mark 4For example:• Use of high quality wall coverings though notnecessarily in pristine condition.

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5 BEDROOMS

• A professional standard of finish in verygood conditionwith appropriate level ofadornment as benefits the style.

Mark 5For example:• Excellent interior design and overallimpression.

• High quality wall coverings in excellentcondition; professional finish to all aspects ofdecoration.

• Attractive use of pictures, prints and otherdecorative relief where appropriate.

FLOORING

Quality GuidanceThis includes all types of flooring such ascarpets, laminate, natural wood or vinyl.

QUALITY INDICATORS

Mark 1For example:• Adequate comfort to flooring, some signs ofwear and tearmay be evident but no holes orbald patches.

• May be some slight discolouration.• May not be professionally fitted.

Mark 2For example:• Quite good quality, but carpetsmay have ahighmanmade fibre content.

• Flooringmay not necessarily be new butshould bewell fitted and show few signs ofwear and tear.

• Tiling should have little damage.

Mark 3For example:• Good quality flooring in sound condition andcomfortable under foot. Some underlay forcarpets.

• Tiling to have clean grouting.•Wood on floors to be in good condition, wellpolished and providedwith smallerrugs/mats as appropriate.

Mark 4For example:• High quality flooring, but not necessarilynew,may show signs of wear ormoremoderate quality, but in pristine condition.Normally professionally fitted.

• High quality rugswould be anticipated onwood or laminate flooring.

Mark 5For example:• High quality flooring in excellent condition,carpets with substantial underlay.

• No real sign of wear and professionallyfitted.

FURNITURE, FURNISHINGS ANDFITTINGS

Quality GuidanceThis includes fitted and freestanding furniture,curtains and rails, scatter cushions, heatingappliances and light fittings.

QUALITY INDICATORS

Mark 1For example:• A sparing but adequate provision offurniture, furnishings and fitting in terms ofquality and range; limited co-ordination.

• Some slight damagemay be apparent but allitems capable of use.

• Curtainsmay be unlined, but shouldmeet inthemiddle. Blinds should run free.

• Lighting and heating fittings could be lackingintrinsic quality.

Mark 2For example:• A greater provision of furniturewhichmaybe dated or havewear but will be in soundcondition.

• Excellent quality furniture but through ageand use shows signs of wear and tear.

• No damage to surfaces or upholstery and nostains or fraying.

• Curtains to be a better quality clean and runfreely.

• Light and heating fittings of quite a goodstandard.

Mark 3For example:• Ample provision of furniture in each room.• Good quality fittings and furniture in a soundand useable condition.

• Good use of co-ordination.• Curtains to be full and effective in retainingheat/excluding light.

• The amount of furniture in proportion to thespace available.

Mark 4For example:• High quality furniture, not necessarily new,but which offers substantial comfort andspace.

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• Curtains to be full andmay have additionalembellishments such as tie-backs.

• Very good quality lighting and heatingfittingsmaintained in a very good condition.

Mark 5For example:• Excellent qualitymodern, reproduction orantique furniture of good soundconstruction.

• Some excellent antique furnituremay showsigns of ‘distress’ which does not detractfrom excellence depending on the degree ofdeterioration.

• Excellent co-ordination of furniture and softfurnishings of high intrinsic quality.

• Additional features e.g. scatter cushions etc.• Excellent quality andwell-fittedwindowcoveringwith ample drape andwidth.

• High quality lighting and heating fittings inpristine condition.

KITCHENBEDS

Quality GuidanceThis includes the quality and condition ofheadboards or equivalent, bed bases,mattresses and frames.

QUALITY INDICATORS

Mark 1For example:• Acceptable quality bed andmattressesmayormay not include a headboardwhichshould be clean.

• Little sagging and no uneven legs, wobblyheadboards.

Mark 2For example:• Beds of a quite good quality butmattressesmay be thin and bases shallow.

• Some signs of wear and tear.

Mark 3For example:• Good quality comfortable bed, firmmattresses and sound base.

• Headboards and bed framesmay be of olderstyle, but in good condition.

Mark 4For example:• Very good quality firmmattresseswithquality sprung base.

• Headboard and frame in very goodcondition.

Mark 5For example:• Excellent quality bed e.g. sprungmattressand high quality base.

• Clean headboard, perhaps offering a highdegree of comfort.

• Bed sizesmay be larger than standard size.

BEDDING AND LINEN

Quality GuidanceThis looks at the quality and condition ofpillows, duvets, blankets and sheets, pillowandmattress protectors, valances andbedspreads.

QUALITY INDICATORS

Mark 1For example:• Beds presentedwith acceptable quality,clean linenwhere provided and bed covers ingood repair.

• Bed linen of cheaper polyestermixturewhichmay be thinning or faded.

• Adequate range of bedding, includingsufficient blankets and / or duvets.

• If additional bedding is provided, it should beclean and fresh, preferably wrapped to retaincleanliness. Pillowsmay be flatter andmanmade fibre filled.

Mark 2For example:• Beddingmay be faded but some attemptmade tomatch it.

• Sheets well-ironed but not necessarily of thebest quality.

• Unco-ordinated bed covers or bedspreads ofmediumquality but free from stains, holes orwear.

• Pillows to be unstained and plumper.

Mark 3For example:•Well presented beds, with ample, goodquality, pressed, co-ordinated linen andbedding.

• Valancesmay be present on divans.• Extra quality pillows and bedding available.• Pillows should be substantial.

Mark 4For example:• Very good quality linen co-ordinatedwithbedding and room.

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• Choice of pillows available e.g. feather orhollow fibre. Pillow protectorsmay beanticipated at this level.

• Valancesmay be high quality and pleated.

Mark 5For example:• Co-ordinated and crisply laundered linen. Achoice of bedding available e.g. thicklyquilted, or similar quality bedspreads andblankets, or duvets with appropriate tograting for season of year.

• All bedding and linen of high quality and co-ordinatedwith bedroomdécor and other softfurnishings.

•Where duvets are used, the generosity of sizeshould be considered, e.g. single bedshaving double duvets.

• Quality paddedmattress covers and pillowprotectors would be anticipated.

HEATING, LIGHTING ANDVENTILATION

Quality GuidanceThis relates to the quality and provision oflighting and heating andwhether it issufficient for the size of the room andrequirements e.g. reading in bed,making up,using a hairdryer at a dressing table. Thereshould be a balance of natural and artificiallight where appropriate.

QUALITY INDICATORS

Mark 1For example:• Adequate levels of lighting, appropriatelypositioned. Enough lighting for practical usebut littlemore.

• Heating levels appropriate to size of rooms,may not be automatic or fixed.

• Some areas colder than others.• Uncontrolled heat, either too hot or cold.

Mark 2For example:• Quite good levels of lighting,may bemainlight and one other light, higher wattage thantheminimumof 140W.

• Heatingmight be free standing andmay beautomatic or thermostatically controlled.

• May be amixture of heating systems, somefixed somemoveable.

• Maintains good background temperaturewhich can be boostedwhen required.

Mark 3For example:• Good levels of controllable lighting in allbedrooms.

• There is likely to bemore than one source oflighting. Ample natural light.

• Effective levels of heating providing overalluniform temperature.

• Properly fitted, automatic fixed heatingwhichmay be thermostatically controlled.

Mark 4For example:• Very good levels of light with easy access tocontrols. Different types of lightingmay beused e.g. wall lights and lamps.

• Properly fitted automatic fixed heatingwhichmay be thermostatically controlled.

Mark 5For example:•Well positioned, high quality lighting, givingexcellent levels of illumination for variouspurposes, e.g. reading and at the dressingtable.

•Would be desirable to havemain lightcontrolled fromdoor and bed.

• Heating levels fully controllable at all times ofday and night by the guest. Some olderstorage heatersmay notmeet thisrequirement.

SPACE, COMFORT AND EASE OF USE

Quality GuidanceThis takes into account the use of space andhow the room layout is planned to offermaximum convenience and ease of use for theguests. Does furniture have to bemoved forthe facilities to be used? Is there somewhere tostore luggage?

QUALITY INDICATORS

Mark 1For example:• Reasonable freemovement not to be undulyrestricted by intrusive low beams and ceiling.

• Large furnituremay dominate a room andmake it less usable.

• Little thought given to layout.• Minimal intrusive noise fromplumbing,corridors etc.

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Mark 2For example:• Quite good levels of comfort and a limitedrange of furniture.

• Easy use of facilities with an unclutteredappearance.

Mark 3For example:• Sufficient space to allow freemovement anda good degree of comfort.

• Easy use of facilities.• Convenient layout of furniture for practicaluse.

• Good access to both sides of double beds.

Mark 4For example:•Well planned layout of furniture tomaximiseuse of generous free space. Roomsmay besmaller than for 5 star, but well-plannedpositioning of furniturewouldmake themmore usable.

• Very good access to both sides of doublebed.

Mark 5For example:• Bedroom should be sufficient size to allowthe provision of all appropriate bedroomfurniture and still give an easy accesswhenusing these facilities.

• Area available for luggage storagewithoutcluttering the room and obstructing access.This need not be in a bedroom.

• Easy and convenient use of facilities e.g.access to power points etc.

• Generous access to both sides of double bed.• No intrusive noise.

DECORATION

Quality GuidanceThis refers to the quality and condition ofdécor of thewalls and ceilings, includingtiling, grouting and sealant.

QUALITY INDICATORS

Mark 1For example:• Functional décor with limited co-ordination.• Lower qualitymaterials with signs of ageing.• Evidence of DIY and slipshod execution.• Discoloured grouting over a large area oftilework.

• Tired dated style.

Mark 2For example:• Quite good quality and condition of décor butnot necessarily recently decorated.

• May show some signs of wear.

Mark 3For example:•Well maintained, practical décor.•Wall and ceiling coveringwell applied and allin good condition.

Mark 4For example:• May be recently decorated, but not using thehighest qualitymaterials.

• May be excellent quality with slight ageing.

Mark 5For example:• Excellent interior design.• Professional finish to all aspects ofdecoration. Highest quality finish towallcoverings; well fitted, high quality tiles,grouting and seals.

• Attractive use of decorative enhancements,where appropriate.

FLOORING

Quality GuidanceThis includes the quality and condition ofcarpet, vinyl flooring, wood flooring, laminateand ceramic tiles. Non-slip flooring is alwaysadvisable in bathrooms.

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6 BATHROOMS ANDWCs

QUALITY INDICATORS

Mark 1For example:• Practical, non-slip flooringwith adequatecomfort under foot.

• Flooring of lower quality showing signs ofwear.

• Some stains andmarks.

Mark 2For example:• Quite good quality standard flooringwith nostains ormarks.

• Tiling should have little damage andgrouting not discoloured.

Mark 3For example:• Good quality flooring in sound condition andcomfortable under foot.

Mark 4For example:• High quality flooring, but not necessarilynew.

• Some signs of wear ormoremoderatequality in pristine condition.

Mark 5For example:• Excellent quality flooring, in excellentcondition.

• No real signs of wear and professionallyfitted.

GENERALGENERALFIXTURES, FITTINGS,SANITARY WARE

Quality GuidanceThis includes taps, plugs, showerheads,mirrors, shower screen/curtains, towel rails,shaver points, lighting and heat fittings,extractor fans, sanitary ware (bath, shower,WC, basin and bidet), towels curtains andblinds.

QUALITY INDICATORS

Mark 1For example:• Fittings of an acceptable quality and notmatching.

• Ageing fittingswith dull finish to porcelain,chromewearing off.

• Correctly fitted, appropriate windowcovering.

• Sufficient water pressure and satisfactorydrainage for practical use of facilities.

• Flat surface provided for guests’ belongings.

Mark 2For example:• Fittings of a quite good quality, butmay bedated or worn.

• No small baths or undersized showerswithawkward access.

Mark 3For example:• Solid, matching, good quality andwell-fittedappliances.

• Co-ordinated sanitary ware and bath orshower tray.

•Well fittedwindow covering, with sufficientwidth and height to draw completely acrossthewindow.

• Good shelf space for guests’ belongings.

Mark 4For example:• Generally high quality fittings throughoutwith only slight wear.

• Good sized baths. Shower screen or heavy,high quality curtain.

• All sanitary ware in good order, no cracks,crazing or dull finishes.

Mark 5For example:• Provision of high quality bath or shower,fixtures and fittings, e.g. shower cubicles orshower screens, and thermostaticallycontrolled showers. Full size washbasin.

• Easy to use responsive controls.• Excellent quality andwell fittedwindowcovering.

• Ample and convenient shelf space for guestbelongings.

HEATING, LIGHTING ANDVENTILATION

Quality GuidanceThis relates to the quality and provision ofheating and lighting andwhether it issufficient for the size of the bathroom. Lack ofsufficient heating and/or ventilationwill giverise to condensation. There should be abalance of natural and artificial light whereappropriate.

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QUALITY INDICATORS

Mark 1For example:• Heating levels appropriate to size. Thisshould be fixed for safety.

• Adequate lighting appropriately positionedfor practical use.

•Window onlymay be provided.

Mark 2For example:• Heating to offer a good level of heat andmaybe automatically controlled.

• Quite good levels of lighting. Higher wattagethanminimum (140W).

Mark 3For example:• Effective levels of heating providing overalluniform temperature.

•Well positioned lighting giving good levels ofillumination to the face.

• Possibly supplementary lighting in additiontomain light and shaver light.

Mark 4For example:• Properly fitted, thermostatically controlledheating.

• Normally an extractor and an openingwindowmight be expected.

• Very good levels of lighting, especially overor adjacent to amirror.

• Different types of lightingmay be evident.

Mark 5For example:• Heating levels controllable at all times. Someolder storage heatersmay notmeet thisrequirement. Additional heating in the formof a heated towel rail would be ideal.

• Extractor fan fittedwith a humidistatmightbe provided aswell as awindow.

•Well positioned excellent quality lighting,giving excellent levels of illuminationwhichis effective for all purposes.

SPACE COMFORT AND EASE OF USE

Quality GuidanceThis takes into account this use of space andhow the room layout is planned to offermaximum convenience and ease of use for theguest’s freedomofmovement; with safetybeing a prime consideration. Ease of use islikely to be affected by toomany guestssharing one bathroom, particularly where theWC is within the bathroomorwhere there isonly a bath provided.

QUALITY INDICATORS

Mark 1For example:• Adequate space and lay-out such as to allowfor practical use of facilities.

• Minimal noise fromplumbing.• Restricted space.

Mark 2For example:• Quite good levels of comfort and a limitedrange of fittings.

• Easy use of facilities with no awkwardaccess.

• Convenient access to bath, shower andWC.• Limited space.

Mark 3For example:• Sufficient space to allow guests easy accessto and use of facilities.

Mark 4For example:•Well planned layout of sanitary wear andfittings tomaximise convenience and ease ofuse.

Mark 5For example:• Ample space to allow freemovement andeasy access to the facilities.

• Convenient lay-out with generous free space.

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DECORATION

Quality GuidanceThis assessment of the decoration of wallsceilings andwoodwork looks at the quality ofwall finishes, their application and condition.This includes splash backs, tiling, grouting andsealant. The provision and quality of picturesand prints and all wall decorations is alsoassessed here. In a kitchen hygiene is of primeimportance, and some account ofappropriateness ofmaterials and finisheswillhave to be taken into consideration. Theassessor’s personal tastes as to style or designare not considered.

QUALITY INDICATORS

Mark 1For example:• Functional décor includingwalls andceilings.

• Noticeable wear and tear/stains/discolouration.

• Minimalmarks, splashing, grease or othersigns of cooking.

Mark 2For example:• Good quality and condition of décor.• May have some signs of wear.• Some attempt at interesting design.

Mark 3For example:•Well maintained, practical décor.•Well co-ordinatedwith suitable, durablefinishes such as tiling inworking areas,applied to a good standard.

Mark 4For example:• May be recently decorated but not of highestquality, or excellent quality with slightageing.

Mark 5For example:• Excellent standard of décor, professionallyapplied.

• Co-ordinated interior design.• Highly durable surfaces, showing negligiblewear and tear.

• Freshlymaintained grouting in tiled areas.

• Free fromdiscolouration, cookingmarks,splashes, etc.

FLOOR ING

Quality GuidanceThis includes the quality and condition ofcarpet, vinyl flooring, andwood flooring,laminate and ceramic tiles. Account will betaken of the quality of fitting especially aroundunits andwhite goods.

QUALITY INDICATORS

Mark 1For example:•Well fitted flooring.• Some signs of wear and tearmay be evident.• May not be professionally fitted.

Mark 2For example:• Quite good quality flooring.• May be carpet or solid finish, but should befree from tears, stains or burns.

Mark 3For example:• Very good quality durable flooring.• Very good degree ofmaintenance even inheavy traffic areas.

• Tiling to have clean grouting.

Mark 4For example:• High quality flooring, but not necessarilynew.

• May show some signs of wear ormoremoderate quality in pristine condition.

• Normally professionally fitted.

Mark 5For example:• Flooring of highest quality in excellentcondition.

HEATING, LIGHTING ANDVENTILATION

Quality GuidanceThis related to the quality and provision ofheating and lighting andwhether it issufficient for the size of kitchen. There shouldbe a balance of natural and artificial lightwhere appropriate and it should be adequatefor safe use of the cooker andwork surfaces.

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7 KITCHEN

Lack of sufficient heating and/or ventilationwill give rise to condensation. Ventilation is animportant aspect in kitchens and air changeshould be provided to ensure removal ofsteam and cooking odours particularly in openplan units. An openingwindow, if it operatessatisfactorily, can provide adequateventilation.

QUALITY INDICATORS

Mark 1For example:• Practical levels of artificial and/or naturallighting for safety.

• Heatingmay be borrowedwhere open plan,but nevertheless of a satisfactory level.

• Adequate ventilation perhaps only providedby openingwindows.

Mark 2For example:• Quite good levels of lighting. Higher wattagethanminimum (140W).

• Heating to offer a good level of heat andmaybe automatically controlled.

Mark 3For example:• Good overall lighting.May include lightingdirectly over work surfaces.

• Good ventilationmay include forcedextraction.

Mark 4For example:• Very good levels of lighting especiallylighting directly over work surfaces.

• Different types of lightingmay be evident.• Properly fitted, thermostatically controlledheating.

• Extractor fans aswell as openingwindowsmight be anticipated.

Mark 5For example:• Excellent lighting to all areas.• All areaswell lit includingwork surfaces andhob/cooker.

• Easily controllable heating e.g. thermostaticvalve fitted to radiators.

• Forced extractionmay include a humidistat.

FURNITURE AND FITTINGS

Quality GuidanceThis includes all kitchen fittings in terms ofquality and condition to include kitchen unitsand cupboards, work surfaces, curtains andblinds, light and heating fittings, extractor fansand any free standing furniture such askitchen table and chairs.

QUALITY INDICATORS

Mark 1For example:•Work surfaces and storagemay be of limitedquality but adequate, with at least onecupboard or shelving for food storage.

• Some signs of wear and tear with drawerswhich do not slide smoothly.

• All surfaces sound and cupboard doorsproperly functioning.

Mark 2For example:• Middle of the range quality fittings.• Doors and drawers fitted correctly.• High quality fittings that have deterioratedthrough long use.

• Sufficient work surfaces and cupboards forpractical use.

Mark 3For example:• High quality kitchen fittingswhichmay notbe new but are all in sound condition.

•Well fitted and co-ordinated units of goodquality.

• More than adequate cupboard andworksurface space.

•Where the dining area is part of the kitchen,tables and chairs of good quality with seatpadding, where appropriate.

• Provision formaximumnumber of guests todine in comfort.

Mark 4For example:• Very good quality andwell maintained units.• Very good amount of work surface free fromclutter and equipment.

• Ample storage space for guests’ food etc.

Mark 5For example:• Professionally fitted units of excellent quality.• Generouswork surfaces of high qualityfinish.

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• Plentiful storage space including floor andwall mounted units.

• Co-ordinated ormatching designs.

ELECTRICAL/GAS EQUIPMENT

Quality GuidanceAll electrical and gas equipment provided inthe kitchenwill be assessed in this sectionincluding cookers, hobs, refrigerators etc. Allsmall equipment such as foodmixers andhandwhisks etc are also considered here.Appliances such aswashingmachines,freezers etc, which are not located in thekitchen, but another part of the property suchas a utility roomor the owner’s property, willbe included here.

QUALITY INDICATORS

Mark 1For example:• Minimal or no provision beyond the basicrequirement.

• Although some itemsmay be older, allshould be in sound andworking condition.

• May be showing signs of considerableuse/wear and tear.

Mark 2For example:• Mixture of old and new equipment showingsome evidence of wear.

• Generally of higher specification than basic.• Some additional items of equipmentmay beprovided.

Mark 3For example:• All equipment in good order and verywellmaintained.

• Items free from signs of damage,marks, etc.• Excellent range of equipment ofmixed ages.• Possibly a small range of high qualityequipment but all brand new.

Mark 4For example:• May be excellent quality, but not in pristinecondition.

• A very good range of equipment provided.

Mark 5For example:•Wide range of excellent quality itemswhichmay include food processors etc.

• May include split level cookers for ease ofuse.

• Highest standards of equipment throughout.

CROCKERY, CUTLERY ANDGLASSWARE

Quality GuidanceThis includes the quality, condition and rangeof crockery, cutlery and glassware for diningpurposes. It does not include glass cookwarefor example.

QUALITY INDICATORS

Mark 1For example:• Minimal provision of acceptable quality.• Crockerymay be of heavy practical quality,all the same pattern for one set.

• Cutlerymay be thin, low quality andmismatched.

• Small range of glasses.May not bematching.

Mark 2For example:• Crockery should have no signs ofmismatch,chips, stains or crazing.

• Some higher quality items showing evidenceof considerable use.

• Cutlerymay be lightweight, but should all bematching.

Mark 3For example:• Heavier styles of cutlery free from any signsof wear.

• More than ample supply for the number ofguests of cutlery, crockery and glassware.

• A reasonable selection of glassware, of goodquality.

Mark 4For example:• Very good quality cutlerymatchingthroughout.

• Very good quality crockery in pristinecondition or excellent quality in less thanperfect condition.

• Higher quality glassware.

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Mark 5For example:• Excellent standard of china or other highquality pot or stoneware.

• Highest quality stainless steel or silver-platecutlery.

•Well matched high quality glassware in alarger range of sizes.

• Numbers of each itemwell in excess of thelikely number of occupants.

• A number of ancillary items, e.g. ramekins.

KITCHENWARE, PANS ANDUTENSILS

Quality GuidanceThis section looks at the quality, range andcondition of pans, baking trays, cooking andserving bowls and dishes aswell as utensils.Range and quantity at a basic level should becommensurate with the number of guests i.e.larger numberswill require larger pans andserving dishes etc.

QUALITY INDICATORS

Mark 1For example:• Acceptable quality and limited range of pans.• Minimum range ofmismatched utensils.• Some itemsmay be lighter weight ormorebasic intrinsic quality.

Mark 2For example:• Pans of a heavier quality. Handles all secureandwell fitting lids.

• May have awide range of utensils, but not allofmatching design.

Mark 3For example:• Pans in a range of sizes, all of good solidweight.

• Mixed range and quality of utensils.• No old plastic utensils which aremisshapen.•Wide range of good quality knives, woodenspoons, etc.

Mark 4For example:• Pansmay be high quality but showing signsof agewear and tear.

• Greater range and quality of utensils andcookware of various sizes and uses.

Mark 5For example:• All cookware and pans of the highest qualitystandard. Range of pans should be greaterthan theminimum.

•Wide range of additional items, all co-ordinated, e.g. wok, garlic press, kitchenscales, juicer, splatter guard, slotted spoon,etc.

• Range of items suitable formicrowave.

SPACE COMFORT AND EASE OF USE

Quality GuidanceThis sectionwill cover the design and layout ofthe kitchen taking into account the importantaspect of space. It could be possible to havetoomuch space to the detriment of thepractical use of the kitchen e.g. the layoutprecludes ease of use. Account will be taken ofthemaximumoccupancy of the unit and thespace in the kitchen for that number especiallyif the dining area is located in the kitchen, withsafety being a prime consideration.

QUALITY INDICATORS

Mark 1For example:• Limited space throughout, which includesstorage, work surfaces and free space.

• Adequate space towash and drain dishes.

Mark 2For example:• Adequate space and lay-out such as to allowfor practical use of facilities.

• Convenient access to refrigerator,cooker/oven and hob.

Mark 3For example:• Sufficient space to allow easy access to, anduse of the facilities.

• Good amount of storage space forfoodstuffs.

Mark 4For example:• Very good ease of usewith plenty of spaceespecially around dining tables if located in akitchen.

• Very good access to all units with thoughtgiven to theworking triangle – cooker, fridgeand sink.

• Additional spacewould be anticipatedwhere

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larger propertiesmay havemore than oneperson using the kitchen at the same time.

Mark 5For example:• Ample space to allow freemovement andeasy access to the facilities.

• Very convenient lay-out with plenty of space.• There should be very generous space forstorage, food etc.

These are facilities thatmay be provided aspart of a self-catering package. They areoptional requirements, but if provided, thequality and presentation and ease of usewillbe taken into account in the assessment of thequality score.It they are not provided, therewill be nonegative effect on grade awarded.

LAUNDRY

Quality GuidanceThis is where there is a specific laundry roomlocated outside the property (includes owner’slaundry room) itself with equipment forwashing, drying and ironing clothes: it may besharedwith the owners or other self-cateringproperties.

QUALITY INDICATORS

Mark 1For example:• All equipment ofmodest quality to be inworking condition.

• Practical working environment.• Simple instructions for use of equipment.• Opening hoursmay be limited.

Mark 2For example:• Equipment of amore domestic quality.• Some evidence of wear and tearmay benoted.

•Walls and floors finished to a reasonablestandard.

• Instructionsmay bemore detailed.

Mark 3For example:Equipmentmay be professional or domesticstandard.

• Sufficient equipment for convenient use.

• Premises in good decorative order. Goodhousekeeping and free fromunsightlystorage.

• Opening hours appropriate to type of facilityand functions e.g. size and style.

Mark 4For example:• Very good and ample provision of higherquality equipment exceeding the ratios ofmachines to units.

• Could include indoor hanging area for wetcoats and boots.

• May have 24 hour access –whichmay be viaa key etc or extended opening hours to suitcustomer needs.

Mark 5For example:• Provision of excellent quality equipment andclear instructions for use. Range ofequipmentmay include: washingmachine,tumble dryer, spin dryer, ironing facilities,handwash facilities etc.

•Well equipped premises in excellentdecorative order and a high standard ofcleanliness evident.

•Well organised layout with consideration forease of use of all equipment.

• 24 hour access –whichmay be via a key etc.

RECREATION

Quality GuidanceExamplesmight include a swimming pool,barbecue, table tennis, gym, nature trail orsauna. There is no requirement for any ofthese to be provided and operators will not bepenalised for not having them, but whereprovided, theywill form part of theassessment.

QUALITY INDICATORS

Mark 1For example:• Limited availability of recreational facilitiesand access.

• All equipmentmaintained in safe condition.

Mark 2For example:• Facilities should be of a quite good qualityandmaintained inworking order.

• Several activities catered for with goodquality equipment.

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8 ADDITIONAL FACILITIES

Mark 3For example:• May specialise in onemajor type of activity tovery good standard.

• All facilities and equipment in good order.• Opening hours appropriate to type of facility.

Mark 4For example:• Facilities of a very good standard, clean andwell maintained.

•Wider selection of facilities.• May include changing roomswhereappropriate.

Mark 5For example:• Facilities provided to an excellent standardand equipment in excellent order.

• Extended opening hours to suit customerneeds.

RECEPTION/SHOP/BAR/RESTAURANT

Quality GuidanceThere is no requirement for these to bepresent, but where they are provided e.g. self-catering properties located on caravan parks,theywill form part of the assessment.

QUALITY INDICATORS

Mark 1For example:• Reception:may not be in a dedicated room,but part of overall administrationroom/building. Opening hoursmay belimited.

• Shop: to suit customer needs.May be apartial facility with reception. All in soundconditionwith a good standard ofcleanliness.

• Bar/restaurant: facility for purchase ofmeals/snacks/drinks at specific times.May belimited seating. Limited range of food anddrinks available.

Mark 2For example:• Reception: décor, flooring and furnishing insound condition of a good quality. Openinghoursmay be restricted.

• Shop: limited stock and size of shop. Quitegood facility overall with a tidy appearance.

• Bar/restaurant: sufficient seating toaccommodatemost guests. Quite goodoverall condition and quality.

Mark 3For example:• Reception: size sufficient for ease of use andcomfort for number of guests. Good range ofsite and local information available. Fabricand décor in good order and goodhousekeeping standards. Opening hoursappropriate to type of facility and functionse.g. Tourist Information, size and style.

• Shop: generally well positioned, good stockof customer items. Fabric and décor in goodorder and good housekeeping standards.Opening hours appropriate to type of facilityand functions e.g. range and type ofmerchandise.

• Bar/restaurant: good decorative andhousekeeping standards. Sufficient seatingto accommodate all likely number of users.Good range of food and drinks available.Opening hours appropriate to type of facilityand function e.g. size and style.

Mark 4For example:• Reception: verywell decorated receptionareawith conveniently located desk. Highlevels of cleanlinesswith attention to detailevident.

• Shop: verywell kept interior and equipment.Evidence of attention to detail regardingcleanliness.

• Bar/restaurant: well designed, convenientpremises. Decorated to very good standardand in sound condition. Very goodhousekeeping standards. Comfortableseating for all guests and appropriate heightfor dining. Very good choice of food/drinksavailable.

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Mark 5For example:• Reception: conveniently sited andwellsigned facility. Spotlessly clean, tidy and inexcellent decorative order. Extended openinghours to suit customer needs.

• Shop: shopwell stockedwith comprehensiverange of goods, spotlessly clean, tidy and inexcellent decorative order. Extended openinghours to suit customer needs.

• Bar/restaurant: spacious, well designed,convenient premises. Decorated to excellentstandard and in excellent condition. Excellenthousekeeping standards.Wide choice offood/drinks available. Extended openinghours to suit customer needs.

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Quality & Standards, VisitScotland,

Cowan House, Inverness Retail and Business Park, Inverness IV2 7GF.

Telephone: 01463 244111 E mail: qainfo@visitscotland.com

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