Consultations on the Estates Service Standard Policy and Communal Cleaning

Thank you to everyone that took part in these consultations which ran from 19 February to 2 April 2026. 

The results of our 2024-25 tenant satisfaction measures survey showed that only 54% of residents living in blocks were satisfied with the cleanliness of communal areas. 

As part of our commitment to improve how we manage communal areas in our housing blocks we asked tenants and leaseholders living in flats or maisonettes for their views. 

This included feedback on a Housing Estates Service Standard Policy, a set of guidelines about how we will manage our housing estates and, where relevant, plans for a communal cleaning contract. 

Results summary of the Housing Estates Service Standard Policy consultation

We sent out 3,699 survey invitations and had 515 responses (13.9% of those asked):

  • 67% agreed the standard will help improve the cleanliness, safety and appearance of their estate 

  • 84% understood the commitments set out in the standard. 

  • 79% agreed the standard is clear about what the council will do and what residents are expected to do. 

  • 73% felt the standards and expectations are fair and reasonable 

Residents’ feedback showed strong support for clear consistent standards.

Alongside this, they want stronger accountability, monitoring and enforcement.  

Results summary of the Communal Areas Cleaning Contract consultation

We sent out 2,963 survey invitations and had 417 responses (14.2% of those asked):

  • 42% wanted a monthly cleaning service, which was the most popular preference. 

  • 49% put affordability as the top priority compared to 25% who wanted more frequent cleaning. 

  • 47% wanted an annual deep clean. 

The top requests for inclusion in a communal cleaning contract were: 

  • sweeping 

  • mopping 

  • removal of litter

  • cleaning of communal windows and entrance doors. 

Resident's feedback emphasised proportionate and affordable costs.  

They did not want a one‑size‑fits‑all approach and said block size, design, and usage should guide cleaning frequency and scope.  

There was strong support for flexibility where residents already manage cleaning well. 

 Residents want clear information about what is included in the contract, which areas will be cleaned and how often, and assurance the service will be delivered consistently and strongly monitored. 

You can view the full report on the consultations for more information.