Estates and Cleaning services review group

Why we’re starting this review

In our most recent Tenant Satisfaction Survey, you told us that our cleaning services need improving. We’ve listened—and we’re setting up a brand-new customer group for everyone who receives our cleaning service.

This group will give you the chance to share your views, shape improvements, and see real change happen where you live - not only our cleaning standards but our grounds maintenance works too.

Have your say

This group is led by our Head of Estates and Services, so your feedback will go straight to the people who can make a difference.

Your insights will help us design a service that works better for you and your community.

We're holding our next focus group session:

⏰ Tuesday 9 December 6pm-7pm.

📍 Online via Teams

To sign up and get involved click on the 'register now' link below. Let's carry on the conversation!

We will confirm your attendance by phone Friday 5 and Monday 8 December.

If you would like to join one of the up coming focus groups then please click on the links at the bottom of this page. Closing date Friday 5 December 2025.

What's been covered so far:

Our first meeting was held on Tuesday 16 September. Here are the key points customers raised at the first focus group in September:

Fly-tipping and waste management

  • Persistent issue across multiple sites (bins overflowing, bulky waste dumped, rubbish in car parks/bushes).
  • Impacts accessibility, health, and pride in the blocks.
  • Residents suggested skips, CCTV, signage, and better enforcement.

Cleaning standards and frequency

  • Mixed feedback: cleaners often praised for effort, but many blocks still felt unclean (stained carpets, dirty skirting boards, windows, communal toilets).
  • Deep cleaning not always evident; residents unsure what is included in the cleaning specification as not clearly displayed in all blocks.
  • Some residents noted recent improvements with new caretakers or after complaints.

Clarity, communication, and accountability

  • Many customers unsure about service charges, cleaning schedules, and cleaning specifications.
  • Outdated or missing notices added to confusion.
  • Strong calls for transparency about what residents pay for and when services are delivered.

Health, safety, and security

  • Reports of drug use, urination, faeces, and anti-social behaviour in communal areas.
  • Concerns about safety when confronting intruders or navigating unclean spaces.
  • Requests for mobile CCTV, concierge involvement, and collaboration with Police.
  • One case of a slip hazard from floor cleaning practices.

Recycling

  • Strong appetite for recycling facilities in blocks where no recycling collections exist.
  • Requests for updates on recycling projects.

Condition of communal areas

  • Feedback on tired or neglected spaces (tatty carpets, stained flooring, damaged walls, bird mess).
  • Some residents felt ashamed to invite visitors due to block condition.
  • Requests for refreshes, replacements, and higher standards of upkeep.

If you'd like to be part of the continuing conversation, sign up to join our next focus group meeting on Tuesday 9 December 6pm-7pm by clicking on the 'register now' link below.

What’s involved?

By joining, you’ll be able to take part in ways that suit you:

💬 Join friendly focus groups (online or in person)
📋 Complete short online surveys
📞 Share your thoughts in one-to-one phone calls
💷 Receive shopping vouchers as a thank you for your time

The group will meet every 3 months over the next year. We’ll also keep you updated on the improvements we’re making—so you can see how your input is making a difference.

Why we’re starting this review

In our most recent Tenant Satisfaction Survey, you told us that our cleaning services need improving. We’ve listened—and we’re setting up a brand-new customer group for everyone who receives our cleaning service.

This group will give you the chance to share your views, shape improvements, and see real change happen where you live - not only our cleaning standards but our grounds maintenance works too.

Have your say

This group is led by our Head of Estates and Services, so your feedback will go straight to the people who can make a difference.

Your insights will help us design a service that works better for you and your community.

We're holding our next focus group session:

⏰ Tuesday 9 December 6pm-7pm.

📍 Online via Teams

To sign up and get involved click on the 'register now' link below. Let's carry on the conversation!

We will confirm your attendance by phone Friday 5 and Monday 8 December.

If you would like to join one of the up coming focus groups then please click on the links at the bottom of this page. Closing date Friday 5 December 2025.

What's been covered so far:

Our first meeting was held on Tuesday 16 September. Here are the key points customers raised at the first focus group in September:

Fly-tipping and waste management

  • Persistent issue across multiple sites (bins overflowing, bulky waste dumped, rubbish in car parks/bushes).
  • Impacts accessibility, health, and pride in the blocks.
  • Residents suggested skips, CCTV, signage, and better enforcement.

Cleaning standards and frequency

  • Mixed feedback: cleaners often praised for effort, but many blocks still felt unclean (stained carpets, dirty skirting boards, windows, communal toilets).
  • Deep cleaning not always evident; residents unsure what is included in the cleaning specification as not clearly displayed in all blocks.
  • Some residents noted recent improvements with new caretakers or after complaints.

Clarity, communication, and accountability

  • Many customers unsure about service charges, cleaning schedules, and cleaning specifications.
  • Outdated or missing notices added to confusion.
  • Strong calls for transparency about what residents pay for and when services are delivered.

Health, safety, and security

  • Reports of drug use, urination, faeces, and anti-social behaviour in communal areas.
  • Concerns about safety when confronting intruders or navigating unclean spaces.
  • Requests for mobile CCTV, concierge involvement, and collaboration with Police.
  • One case of a slip hazard from floor cleaning practices.

Recycling

  • Strong appetite for recycling facilities in blocks where no recycling collections exist.
  • Requests for updates on recycling projects.

Condition of communal areas

  • Feedback on tired or neglected spaces (tatty carpets, stained flooring, damaged walls, bird mess).
  • Some residents felt ashamed to invite visitors due to block condition.
  • Requests for refreshes, replacements, and higher standards of upkeep.

If you'd like to be part of the continuing conversation, sign up to join our next focus group meeting on Tuesday 9 December 6pm-7pm by clicking on the 'register now' link below.

What’s involved?

By joining, you’ll be able to take part in ways that suit you:

💬 Join friendly focus groups (online or in person)
📋 Complete short online surveys
📞 Share your thoughts in one-to-one phone calls
💷 Receive shopping vouchers as a thank you for your time

The group will meet every 3 months over the next year. We’ll also keep you updated on the improvements we’re making—so you can see how your input is making a difference.

  • Register for our online estates and cleaning services review focus group

    This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected in this survey will be used by Citizen to invite you to the estates and cleaning services review focus group. The data processor is Bang the Table. Information is stored on servers in the United Kingdom and Bang the Table gives an undertaking never to disclose the survey questions or your responses to others without permission. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk)

    Register now