Welcome to your latest update on our communal cleaning service!
Our new cleaning contract started on April 1st and we’re continuing to work with New Green to ensure they meet service standards. We’re still experiencing some delays with site visits as adjustments are being made to improve scheduling, but New Green are actively addressing any missed visits to make sure communal areas are cleaned as soon as possible.
Progress is being monitored through regular site visits by our Estates and Facilities Team, and you can share feedback about your communal cleaning service at any time. If you have any concerns about the new provider or missed site visits, please contact us.
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.
For more information about our new cleaning and grounds maintenance contracts, head to: thrivehomes.org.uk/new-cleaning-and-gm
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Are you interested in becoming a block representative?
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: enquires@thrivehomes.org.uk or call us on 0800 917 6077.
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Making sure the current service meets our standards
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.
Listening to your feedback, it’s clear you want to hear how we’ll make sure our current service meets our standards. We’re continuing to focus on quality assurance and spot checks of sites. We’re also continuing to recall contractors when there have been missed of poorly completed visits.
To ensure we meet our standard, we carry out quality assurance checks at least every three months as part of our estate inspections. Where we have identified issues, we will visit more frequently.
Some of the feedback we received from customers during our online workshop in 2024 was that they don’t know when deep cleans are meant to happen. Moving forward you will have a deep clean of your block twice a year. We’ll let you know what this involves within our standards and make sure you’re aware of when these will take place.
We’re also continuing to:
- have regular meetings with the contractor so we can tackle any emerging issues and keep you informed early on
- monitor visits, including carrying out spot checks. Listening to your feedback on areas to improve, we’ll pay close attention to checking surfaces such as railings were wiped down and floors are vacuumed and/or mopped.
New Green is currently working on the new schedules and we will publish these as soon as they are available. Please note there may be some changes from the previous schedule.
Useful links
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
Senior Estates Officer