our communal areas - quality and safety

Safe to use, with hazards identified and addressed as quickly as possible based on the level of risk.

Clean and tidy where a communal cleaning service is provided (via service charge), or where customers are responsible for cleaning their block.

Well maintained, with repairs completed in line with our policy.

Well lit, secure and accessible where these features form part of the communal area.

Free from items that block access, escape routes or create fire safety risks.

Managed in a way that supports a safe and pleasant environment for everyone who lives in or visits the building.

Inspect communal areas and estates regularly to identify maintenance issues, environmental concerns and opportunities for improvement.

Arrange repairs to communal lighting, doors, flooring, paths and other communal assets where we are responsible.

Carry out fire safety checks (including fire risk assessments and fire door inspections) and meet our legal responsibilities for managing safety in communal areas.

Investigate and respond to reports of health and safety concerns in communal areas.

Tell customers what action we will take following reports of communal area repairs, safety concerns or service issues and, where possible, when they can expect the issue to be resolved.

We will provide clear and accessible information about communal area standards. If customers need information in another format, language or need help to understand or report a concern, we will make reasonable adjustments wherever possible.

Provide communal cleaning services where it forms part of the scheme or block under service charge arrangements.

Maintain communal grounds, including grass cutting, shrub maintenance and litter picking, where these are included within local service arrangements.

Inspect and manage trees on land we own and take action where a safety risk is identified.

Work to address graffiti, fly-tipping and environmental concerns on our land and work with partner agencies where issues fall outside our responsibility.

Monitor contractors and external providers to ensure services are delivered to the required standard.

Work with customers and local partners to improve neighbourhoods and shared spaces.

Listen to customer feedback and use it to shape and improve our services.

Acknowledge reports relating to communal areas and keep customers informed where further investigation or action is required.

Take appropriate action where tenancy agreements or lease conditions relating to communal areas are breached, including where personal belongings are stored in communal areas, nuisance is caused to other customers, or health and safety risks are identified.

Comply with the terms of your tenancy agreement or lease relating to the use of communal areas and shared spaces.

Keep communal corridors, stairwells, landings, entrances and other internal and external shared areas completely clear of personal belongings.

Not tamper with or prop open fire doors under any circumstances.

Make sure block entrance / exit doors remain fully closed and secure at all times.

Keep communal areas clean and tidy where cleaning is the responsibility of customers living in the block, including corridors, stairwells, landings and entrances.

Dispose of rubbish and recycling responsibly using the facilities provided.

Report repairs, damage, safety concerns, graffiti, fly-tipping and other communal area issues as soon as possible.

Report urgent safety concerns straight away, including blocked escape routes, damaged fire doors, faulty communal lighting, unsafe flooring, damaged entrances or anything that could put people at immediate risk.

Treat shared spaces with respect and have consideration for your neighbours.

Park responsibly and only in designated areas where applicable.

Work with us to help keep communal areas safe, welcoming and well maintained.

Regular inspections of communal areas and estates.

Resolving issues highlighted during inspections in a timely manner.

Monitoring the quality and performance of cleaning, grounds maintenance and other contracted services.

Reviewing customer feedback, compliments and complaints.

Tracking completion of repairs and actions identified through inspections.

Reporting any service improvements to customers.

Using feedback from customers and inspections to identify and prioritise improvement works.