Estates and Cleaning services review group

What's the purpose of this review?

In our most recent Tenant Satisfaction Survey, you told us that our cleaning and estate services need improving. We’ve listened—and have set up a 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.

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  • Outdated or missing notices added to confusion.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.

Our second focus group meeting was held Tuesday 9 December. Here are the updates from that meeting:

Camera updates – seeking permissions

  • Elly looking at new camera system but the costs are high (mobile cameras/cost effective)
  • The siting of cameras is difficult. Cameras need to secured to lampposts. Elly has discovered that the council don’t own the lampposts – they are owned by companies such as Balfour Beatty
  • It was suggested that maybe cameras could be secured to end of blocks/end of terrace houses – but would need permission from tenants/customers
  • Additional cameras would also require a dedicated employee to monitor the cameras. Not 24-7 but it would need a dedicated (new) role which would need additional budget – which is a lot more than expected. Elly has built this into her budget proposal for 26/27 and will have confirmation of her budget in February.

Fly tipping and waste management

  • Elly stated that Coventry is the worst area for fly tipping and it’s a very challenging problem.
  • It is known that people from outside our communities come and dump rubbish
  • Customers encouraged to report fly tipping if they witness rubbish being dumped – if possible provide flat numbers (if neighbours) and /or number plates if noted – so that we can send enforcement officers

Follow-up actions and next steps

As part of audit:

  • Follow up survey to be sent out inviting the group to join block inspection walkabouts. We will then set some dates so we can follow up and arrange the walkabouts.
  • A number of follow ups needed regarding individual issues raised in meeting.

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.

What's the purpose of this review?

In our most recent Tenant Satisfaction Survey, you told us that our cleaning and estate services need improving. We’ve listened—and have set up a 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.

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.

Our second focus group meeting was held Tuesday 9 December. Here are the updates from that meeting:

Camera updates – seeking permissions

  • Elly looking at new camera system but the costs are high (mobile cameras/cost effective)
  • The siting of cameras is difficult. Cameras need to secured to lampposts. Elly has discovered that the council don’t own the lampposts – they are owned by companies such as Balfour Beatty
  • It was suggested that maybe cameras could be secured to end of blocks/end of terrace houses – but would need permission from tenants/customers
  • Additional cameras would also require a dedicated employee to monitor the cameras. Not 24-7 but it would need a dedicated (new) role which would need additional budget – which is a lot more than expected. Elly has built this into her budget proposal for 26/27 and will have confirmation of her budget in February.

Fly tipping and waste management

  • Elly stated that Coventry is the worst area for fly tipping and it’s a very challenging problem.
  • It is known that people from outside our communities come and dump rubbish
  • Customers encouraged to report fly tipping if they witness rubbish being dumped – if possible provide flat numbers (if neighbours) and /or number plates if noted – so that we can send enforcement officers

Follow-up actions and next steps

As part of audit:

  • Follow up survey to be sent out inviting the group to join block inspection walkabouts. We will then set some dates so we can follow up and arrange the walkabouts.
  • A number of follow ups needed regarding individual issues raised in meeting.

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 block inspection walkabout

    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 join the block inspection walkabouts as part of 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