Welcome to your latest update on our communal cleaning service!
Since our new cleaning contract started, we’ve continued to see an increase in the standard of cleaning from 2024. Progress is continuing to be monitored through regular site visits by our Estates Team, and you can share feedback about your communal cleaning service at any time. If you have any concerns about the service or missed site visits, please contact us.
Our window cleaning programme is ongoing, with communal windows being cleaned across all blocks except tower blocks like Taylor Point and Graham Court, which need a specialist approach. We’re working with New Green to finalise details regarding this approach and hard-to-reach areas will be tackled during deep cleans that are held twice a year.
New Green uses fresh water for every block, carrying clean supplies in their vans to ensure high standards across all cleans. We're currently exploring the best way to share both window cleaning and deep cleaning schedules with customers, and these will be shared as soon as they are available.
It’s important that communal areas are kept free of personal items to ensure all fire escapes and routes remain clear. This applies to both internal shared spaces and the external grounds. Keeping these areas clear of items helps protect you and your neighbours. It also allows New Green to properly maintain communal spaces.
We’re continuing to work with New Green to ensure all communal areas remain safe and accessible. If you receive a torts notice, please act on it as soon as possible. Items not removed promptly may be taken away from the communal areas.
How to keep communal areas safe
If you’re aware of any fly tipping, please report this to us as soon as possible. It's helpful to know what items have been dumped, if there is a certain day or time you are noticing this happening and if you have any idea who may be responsible.
By sharing this information with us, we can take steps to prevent it happening again which keeps service charges down. We’re continuing to monitor fly tipping and work with the local authority to tackle this, who can take further action against individuals for fly tipping.
Please note that if your bins are missed, you’ll need to contact the local council to arrange another collection. Any missed pickups need to be reported within 48 hours so they can schedule a return visit.
We are happy for customers join us on site visits where we can. This way, we can address your concerns whilst we’re on site. If you’d like to join one of the team on their visit, simply let us know and we’ll let you know when we’re popping by.
We’re in the progress of completing our second round of visits with representatives and contractors. We’re pleased to share that initial feedback from previous visits has been positive. To ensure ongoing collaboration and a continued focus on the needs of each block, we arrange joint inspections every 3 months.
If you would like to become a block representative, simply contact us! As a block rep, you’ll join our team on inspections to report back on things like the quality of cleaning and grounds maintenance and any issues within communal areas around your home. For more information email:enquiries@thrivehomes.org.uk or call us on 0800 917 6077.
We’re currently reviewing our Communal Area Standards to make sure it’s clear what our new providers are responsible for and to give clear examples of our standards. The updated standards will be shared as soon as they are available.
In 2025, we asked customers to share their thoughts on our cleaning service when New Green took over as our new contractor. We have recently completed a second survey and are now reviewing the findings with our contractors. In the meantime, we’re continuing to listen to your feedback:
- We have regular meetings with New Green so we can tackle any emerging issues and keep you informed early on.
- We’re frequently monitoring visits, including quality assurance checks at least every three months and spot checks. Where we have identified issues, we will visit more frequently.
- We’re paying close attention to checking surfaces such as railings were wiped down and floors are vacuumed and/or mopped
- We recall contractors when there have been missed of poorly completed visits.
Become a Thrive Customer Voice member! As a member you can get involved in a range of activities that focus on our services, including our cleaning service.
Useful links
Looking after your bin store and chute
How we work together to keep your bin store or bin chute clear and safe.
Disposing of large and bulky items
Find your local recycling centre to dispose of large and bulky items.
My Home
Information and advice to help you manage your home and Thrive account.
Communal Area Standards
If we own communal areas around your home, we'll work with you to maintain them.
We're always happy to hear from you, so if you have feedback to share with us or want to let us know what you’d like to hear about in my updates head to: thrivehomes.org.uk/feedback
Adrian Anstee | Estates Team Leader