At Town & Country Housing we truly value the feedback we receive from our residents – it plays a vital role in shaping the services we provide. We are committed to ensuring that your voice is heard and that it directly influences the decisions we make.  

Our Estate Services team looks after the communal spaces, inside and out, at our properties. We’re currently reprocuring this service, and more than 1,300 residents have already helped to shape the new offer by sharing their views on the services they’d like to receive – find out more here.  

We also receive regular feedback from residents on Estate Services through our customer satisfaction surveys and discussions. Here are a few examples of how your feedback has already influenced change: 

You said, we’re doing 

Increased inspections following cleaning visits 
 We understand that some areas have received less than satisfactory feedback regarding the cleanliness of communal spaces. To address this, we are making sure that areas with poor feedback are inspected shortly after scheduled cleaning visits. If we find that cleaning has not been completed to the level we’d expect we’ll quickly let the contractor know, and will discuss issues in our regular contractor operational meetings. By responding rapidly to issues we hope to continuously improve the cleanliness of communal spaces.  

Winter weather communication 
Residents have raised concerns about the impact of colder weather on the frequency of certain services, such as grass cutting and cleaning. Based on your feedback, we are communicating to residents that grass cutting is not part of the winter schedule. And when temperatures drop below 3°C, cleaners will only be spot mopping to reduce the risk of slips and falls on wet floors.  

Fly-tipping management 
Fly-tipping remains a persistent issue at TCH sites. To tackle this, we are taking proactive steps to ensure swift removal of items. When fly-tipping is reported, a job will be raised to remove it following the service of a notice, where applicable. Estate Services will conduct spot checks on areas where fly-tipping has been reported to ensure prompt removal, with the support of Neighbourhood Housing Managers when they are in the area. 

Understanding service limitations 

While we aim to implement all reasonable suggestions, some recommendations are not achievable due to logistical or financial constraints. For instance, we have received requests to increase the frequency of grass cutting during winter months, but this would damage the grass. Additionally, increasing the frequency of this service would lead to extra costs for residents, which we want to avoid. 

The new Estate Services contract is expected to go live in the spring, and will lead to some changes in the way services are delivered.  

We will work closely with the new contractor, once selected, to plan and publicise schedules for cleaning and grounds maintenance visits, so that residents will know when to expect these services. 

Moving forward together 

Your feedback is integral to our commitment to creating a safe, clean, and well-maintained environment for all residents. Together, we can continue to enhance the quality of life for all residents on the estates that we manage, and we encourage you to keep sharing your thoughts and ideas. There are lots of opportunities to do this, all listed on our Get Involved page.