Neighbourhood Management policy

2. Scope

2.1 Our vision at B3Living is to ensure what we deliver high quality services that meet the various needs of our customers and enhance their community. We want to create vibrant and attractive places that people want to live in for now and the future.

2.2 Our neighbourhoods are diverse, and can be defined as estates, schemes, blocks, singular or groups of homes with shared external or internal areas, pockets of land, and access roads.

2.3 This policy explains our approach to the management and delivery of services relating to;

► Neighbourhood Inspections and Improvement bids

► Grounds Maintenance, Trees and Boundary Fences

► Waste, Recycling and Fly Tipping

► Vehicles and Parking

2.4 Playground Equipment

► Communal Cleaning

► Other Environmental Concerns such as Graffiti, Vandalism and Pests

► Communal Services for Flats and Blocks - e.g. Storage of Personal Items, CCTV equipment.

2.5 Consortia estates are those where more than one social landlord owns or manages properties on the estate. B3Living will seek to obtain an agreement which sets out the responsibilities of each landlord in accordance with the division of stock on the estate. Inspections will be agreed and carried out with representatives of the relevant landlords.

3. Neighbourhood Inspections

3.1 Regular inspections are one of the main ways we ensure that local neighbourhoods are well maintained and that any problems are identified and addressed

3.2 Our inspections will include picking up any potential repairs, assessing contract standards for cleaning and grounds maintenance, and ensuring we address any health and safety concerns. Any repairs arising will be raised at the time or as soon after the inspection. Issues relating to grounds maintenance and cleaning will be fed back to the Estate Services Manager and reported to contract managers to inform contract management meetings.

3.3 The frequency of inspections will be determined on an individual basis following a regular assessment. These assessments will consider factors such as:

► Previous reported level of anti-social behaviour, damage and goods
abandoned or stored in communal areas

► The level of complaints, reported repairs and performance of contractors or managing agents

► The type of properties, including high risk blocks

► Building(s) that have been assessed as being more susceptible to fire due to their construction type, finish, design or accessibility to the fire service

3.4 All estates with communal areas or facilities will be inspected no less than twice a year. Where necessary inspections can be as frequent as 4 weeks where serious issues are identified that are compromising the safety of customers.

3.5 Neighbourhoods where B3Living do not own communal land or facilities will not have regular inspections but may still be inspected for management purposes

3.6 To maintain neighbourhood standards, we need the involvement and support of customers to act responsibly. Customers pay for services through their rent or service charge, so where we believe that a customer’s actions are the cause of problems, we will try to identify the perpetrators and may take tenancy enforcement action against them. This may include charging them for the costs we have incurred to clear up problems or taking legal action. We will also work with other agencies where it is appropriate to do so.

3.7 To ensure consistent monitoring, visibility, and cleanliness across all blocks, the following minimum attendance levels will apply:

3.8 Cleaners: Weekly attendance at all blocks
3.9 Cleaning Supervisors: Bi‑monthly visits (every two months) to all blocks
3.10 Neighbourhood Officers: Bi‑annual visits (twice per year) to all blocks
3.11 Annual Big Building Check: A dedicated annual inspection during which all blocks are visited over a two‑day period

4. Neighbourhood Improvement Bids

4.1 B3Living is committed to working collaboratively with customers to enhance the quality and appearance of our neighbourhoods. Estate Improvement Bids provide an opportunity for customers to submit ideas for projects that will uplift and improve their estate. These improvements should aim to create safer, cleaner, and more attractive environments that benefit the wider community.

4.2 Customers can submit proposals for estate improvements, such as enhancements to communal spaces, landscaping, or facilities that promote community well-being.

4.3 Projects must be located within B3Living-managed estates. Improvements should be practical, cost-effective, and deliver measurable benefits. Proposals that promote inclusivity, accessibility, and environmental sustainability will be prioritised.

4.4 Bids should demonstrate clear benefits to the estate and align with B3Living’s vision of creating vibrant and sustainable communities.

4.5 Proposals will be reviewed by B3Living in consultation with residents and relevant stakeholders.

4.6 Approved projects will be funded through our Estate Improvement budget, subject to available resources and prioritisation criteria.

5. Estate Services

5.1 B3Living will provide a range of services either directly or through contractors. Services will differ from neighbourhood to neighbourhood depending on local factors.

5.2 Grounds Maintenance and Trees.

5.2.1 Where B3Living is responsible for ground maintenance and trees in communal areas, we will ensure that there is an effective maintenance contract in place. We will inspect trees at least every 3 years, prioritising tree maintenance works where there are risks associated with health and safety, damage to buildings, or to keep a tree healthy.

5.2.2 Shrubs and hedges (Broxbourne only) are maintained on a cycle of 3 visits per year. We will also provide ad-hoc reactive work between scheduled visits to address any reported health and safety issues.

5.2.3 Trees in customers’ personal gardens are the responsibility of the customer to maintain. Where customers are unable to carry out work themselves, B3Living will seek to signpost customers to organisations who may be able to help. We recognise that in exceptional circumstances, such as where there are risks to health and safety or damage to buildings, B3Living may need to carry out the work. In these instances, it will generally be on a rechargeable basis.

5.2.4 We take environmental responsibility seriously and tree felling will only be carried out where there is clear evidence that the tree is dead, diseased, or poses a danger to persons or buildings.

5.2.5 B3Living commissions a specialist contractor to maintain communal grass areas. Grass cutting typically takes place from March to October each year, on a 3-to-4-week cycle.

5.2.6 Grass clippings are not collected for environmental reasons. However, contractors must ensure that clippings are removed from hard surfaces such as pedestrian paths and doorways to maintain safe, unobstructed access.

5.2.7 Residents must keep communal grass areas clear of obstacles (e.g., toys, furniture, pet waste) before scheduled cuts. If an area is obstructed, contractors will revisit once per cycle; if still inaccessible, it will be deferred to the next round.

5.3 Waste, recycling and fly tipping

5.3.1 We will work closely with local authorities to ensure that estates have the appropriate facilities for disposing of rubbish and recycling.

5.3.2 All customers must make sure that their waste and refuse is disposed of in line with their local authority's guidance. Rubbish must not be stored in communal areas or disposed of over balconies or from a height.

5.3.3 We will take action, wherever possible, against those found to be dumping rubbish or fly-tipping on our estates, including recharging them for the costs and providing evidence to support prosecution.

5.3.4 If fly-tipping is reported to us, we will remove any items that pose a hazard or risk (such as broken glass, sharps and chemicals) by the end of 1 working day. Other items may take up to 7 working days to clear.

5.3.5 Where B3Living assesses that improved refuse and recycling facilities are required to modernise, secure or encourage greater usage, we will consider these sites for estate improvements or planned investment works.

5.4 Boundary Fences

5.4.1 B3Living is responsible for the maintenance of boundary fences where the fence acts as a boundary between our property and a public space. Repairs to boundary fences will be repaired in line with our response repairs policy.

5.4.2 Most customers are responsible for the fencing between themselves and their neighbour.

5.4.3 Homeowner boundaries and responsibilities are set out in their lease agreement.

5.4.4 All customers must make sure that any repairs or changes made to theirs fences comply with the existing boundaries and seek advice if they are unsure.

5.5 Vehicles and Parking

5.5.1 Abandoned vehicles and inconsiderate parking can impact on the appearance of a neighbourhood, create health and safety issues and encourage ASB. 

5.5.2 We will work with customers, and external agencies to reduce irresponsible parking, parking related disputes, abandoned vehicles and resolve access problems for emergency services.

5.5.3 We may appoint a company to operate a parking scheme in our neighbourhoods to ensure the effective management/ /control of parking spaces, facilities, gates or barriers.

5.5.4 Where residents want to keep a caravan on our estates, they should seek our permission first as these can pose a problem where parking is limited or the caravan is a health and safety concern, in some cases caravans may have a detrimental impact on the appearance of the local area.

5.5.5 We will work with the Drivers and Vehicle Licensing Agency (DVLA) and local authorities to identify owners of suspected abandoned vehicles and arrange for the vehicle to be removed and disposed of if the owner does not respond after being giving the required notice. Where the owner is identified we may re-charge the costs for the removal, storage and disposal of the vehicle or take legal action

5.6 Playground Equipment

5.6.1 Where B3Living owns play equipment, we will ensure it is safe, properly inspected, and fit for purpose. Inspections will be carried out regularly in line with recognised safety standards, and urgent hazards will be addressed promptly.

5.6.2 Customers can report damaged or unsafe equipment through our customer service channels. Reports of high-risk issues will be prioritised for immediate action.

5.6.3 Where play or multi-use games areas are assessed as required, or existing areas are identified as needing improvement, regeneration, or removal, scheduled works will be considered from our estate improvement or planned investment budgets. Decisions will take account of resident feedback, inclusivity, and environmental sustainability.

5.6.4 All works will comply with relevant health and safety legislation and internal risk assessment procedures to ensure safe and accessible play environments

5.7 Communal Cleaning

5.7.1 Where contamination in communal areas poses a significant health or safety risk (e.g., bodily fluids, broken glass), B3Living will respond promptly and remove hazards within one working day to maintain safe access for customers.

5.7.2 Where contamination requires more extensive intervention, B3Living will arrange deep cleaning through contracted services to restore hygiene standards.

5.7.3 Communal Cleaning Standards: Caretakers will maintain communal areas to agreed quality levels.

5.7.4 Grade A – The standard we aim for just after an area has been cleaned. No marks, dirt, litter, smells clean; communal areas clear or notices in place, bin stores clean and clear.

5.7.5 Grade B – The standard we aim for in-between cleans. Looks clean and in good condition, few signs of litter and dirt, looks like regular cleaning takes place.

5.7.6 Grade C – Poor standard. Visible marks, stains and litter, looks like cleaning has not taken place regularly and requires extra attention to bring it up to Grade B.

5.7.7 Grade D – Very poor standard. Excessive rubbish, litter, stains, dirt and fouling, health and safety hazards such as broken glass or needles, no visible signage in place, overflowing bin store preventing collections, signs that no cleaning has taken place. Requires extra attention and time spent bringing up to Grade B.

5.7.8 Areas identified as Grade C or D will trigger immediate corrective action, including deep cleaning and hazard removal. Persistent issues will be investigated to prevent recurrence.

5.7.9 Residents must keep communal areas free from litter, refuse, and personal items, and report any contamination, graffiti, fly-tipping, or hazards promptly.

5.8 Other Environmental Concerns

5.8.1 Graffiti: we will work quickly to remove graffiti on our land and property any by the end of 1 working day should the graffiti be offensive, e/g where it is hate crime related, contains foul language or rude imagery. Where specialist contractor removal is required, clearance times may be longer and will be communicated to Customers.

5.8.2 Vandalism: we will respond quickly to make safe any damage to B3Living property, such as broken windows, damaged doors, or fixtures and fittings.

5.8.3 Where there is clear evidence of who is responsible for graffiti or vandalism within our communities, B3Living will seek to take action to bring those responsible to account. Where these issues are repeated and those responsible remains unknown, B3Living will consider whether they can be addressed through preventative measures.

5.8.4 Pest Control: We will proactively manage the risk of pests within areas of concerns through regular pest control in accordance with our Pest Policy.

6. Communal Services for Flats and Blocks

6.1 Storage of Personal Items

6.1.1 B3Living does not accept liability for the loss, damage or theft of any personal items left or stored in communal areas as communal areas should be kept clear. We will work with customers to keep shared spaces safe and free from rubbish or inappropriately stored personal items

6.1.2 It is vital however that we manage our shared spaces in line with Fire Safety to prevent fuelling or starting fires, obstructing exits in an emergency and being able to effectively manage our repair and maintenance responsibilities. In some estates we have been able to provide dedicated storage areas for items such as mobility scooters, push bikes and pushchairs to provide easier access for customers. We will continue to review the provision of storage where possible for customers, utilising our area improvement budget as we recognise the value this can add to households.

6.1.3 We may request that items are removed by the owner by speaking to the owner and/or serving a legal TORT notice in line with our Disposal of Goods Policy. This will provide reasonable notice for them to seek an alternative solution. Items that pose an immediate health and safety hazard may be removed without notice if we are unable to speak to the owner/or the ownership is unclear. We will aim to move and make safe in the first instance but reserve the right to remove and dispose of items if deemed necessary.

6.2 CCTV

6.2.1 B3Living will comply with the Information Commissioner’s Office (ICO) Guidance on video surveillance, ensuring compliance with data protection requirements in any use of CCTV within our communities. In respect of customers individual use of CCTV, we will only grant permission for customers to film their own direct property, ensuring no capture of shared spaces. This is to limit nuisance, intrusion and invasion of privacy.

6.3 Other Agencies Responsibilities

6.3.1 Where issues are identified or reported on estates that are not the responsibility of B3Living they will be noted and customers will be advised to report the issue directly to the relevant organisation. For example, to the Police, Environmental Health, Property Management Complaints or the relevant highways authority. Where the issues persist, and they are detrimentally impacting our customers, we will try to work with the partner agencies concerned to improve the safety, security or appearance of a wider area.

7. Equity, diversity and inclusion

7.1 The Equality Act 2010 makes it unlawful to discriminate against anyone on the grounds of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, or pregnancy and maternity. B3Living supports these principles and we will ensure that all services and communications are accessible and inclusive, making reasonable adjustments where required to meet the needs of customers with disabilities or other protected characteristics.

7.2 This policy relates to the delivery of estate-based services and is not expected to have an adverse impact on customers with protected characteristics. An Equality Impact Assessment (EIA) has therefore been completed to confirm this.

7.3 We will support any Vulnerable Customer Personalised & Inclusive Services Policy & procedure in line with our Policy.

8. Data protection and information security

8.1 B3Living complies with UK GDPR and the Data Protection Act 2018 to safeguard personal data. As this policy focuses on managing estates, the risk of processing personal data is low; however, any data collected will be accurate, secure, and retained only as necessary. Access is restricted to authorised staff, and systems use appropriate security measures such as encryption and secure authentication.

8.2 Any suspected data breach must be reported immediately in line with our Data Breach Procedure. Customers have rights to access, correct, or query their data, which we handle through our Subject Access Request process. Regular audits and staff training ensure compliance and maintain high standards of information security.

9. Customer voice

9.1 We will encourage customers to take part in estate inspections by inviting them to block or estate walkabouts, where residents and colleagues jointly review the standards of communal areas.

9.2 We welcome ideas on how we can improve our services and will work with customers through forums, the customer scrutiny panel, and customer community and customer insight projects

9.3 We value customer voice in decision-making. Residents will be invited to participate in discussions, provide feedback, and help shape the final design and implementation of approved projects.

10. Compliance

10.1 The outcomes of this policy, its delivery costs, and the impact on customer service charges will be regularly reviewed to ensure value for money, considering cost, quality, and customer satisfaction

► Clean Neighbourhoods and Environment Act 2005

► Environmental Protection Act 1990

► Refuse Disposal (Amenity) Act 1978

► The Removal, Storage and Disposal of Vehicles (Prescribed Sums and Charges) Regulations 2008

► Law of Torts (Interference with Goods) Act 1977

► Public Health Act 1936

► The Regulatory Reform (Fire Safety) Order 2005

► Anti-Social Behaviour Act 2003

► Anti-Social Behaviour, Crime and Policing Act 2014

► Equality Act 2010.

11. Health and safety considerations

11.1 B3Living is committed to ensuring the health and safety of customers, staff, and contractors in all aspects of estate management. All activities carried out under this policy will comply with relevant health and safety legislation, including the Regulatory Reform (Fire Safety) Order 2005 and associated internal risk assessment procedures.

11.2 We will carry out regular risk assessments for communal areas, playgrounds, and any works that may pose hazards. Contractors and staff are required to follow B3Living’s Health and Safety Policy, wear appropriate protective equipment, and minimise disruption to customers while working.

11.3 Fire safety is a priority. Communal spaces must remain clear of obstructions to ensure safe evacuation routes. Storage of personal items will be managed in line with fire safety requirements. Where hazards such as broken glass, bodily fluids, or unsafe equipment are identified, we will respond promptly, typically within one working day, to make the area safe.

12. Linked policies, procedures and guidance

► Antisocial Behaviour Policy

► Safety in Communal Areas Policy

► Personalised and Inclusive Services Policy

► Disposal of Good Policy

► Pest Control Policy

► Pet Policy

► Rechargeable Repairs Policy

► Responsive Repairs Policy

► Health and Safety Policy

13. Responsibilities

13.1 Head of Housing owns this policy and ensures its implementation across housing services. This includes compliance with legal and regulatory requirements. 

13.2 Estate Services Manager ensures day-to-day delivery of estate services, including grounds maintenance, communal cleaning. Ensures contractors meet agreed standards and escalates persistent issues.

13.3 Neighbourhood team conducts regular estate inspections to monitor standards, identify hazards, and ensure compliance with health and safety requirements. Records inspection findings and reports issues promptly for resolution. Engages with customers during walkabouts and consultations to gather feedback and encourage participation. Supports the development and delivery of neighbourhood improvement bids, ensuring proposals align with B3Living’s vision and budget priorities. 

13.4 Contract Managers / Contractors are to deliver services in line with contractual obligations and agreed quality standards. Report hazards, contamination, or urgent repairs promptly. Maintain accurate logs of inspections, cleaning grades, and completed works.

14. Performance monitoring

14.1 Key Performance Indicators (KPIs): B3Living will monitor delivery of neighbourhood management services using the following measures:

► Contractor Compliance: Percentage of inspections meeting agreed service standards for grounds maintenance and communal cleaning.

► Response Times: Average time taken to resolve urgent hazards (e.g., graffiti, fly-tipping, unsafe play equipment) against policy targets.

► Customer Satisfaction: Tenant Satisfaction Measures (TSMs) for neighbourhood management, reported through the organisation to Board.

► Estate Inspection Completion: Percentage of scheduled inspections completed within agreed timescales.

► Improvement Bid Delivery: Number and value of approved neighbourhood improvement projects delivered on time and within budget.

14.2 Quality Assurance: Contractors must wear identification and uniforms, minimise disruption, and report any issues promptly. Persistent non-compliance will trigger corrective action, including contract review or enforcement measures.