Responsible neighbourhood management

How we performed

Satisfaction with how clean and well maintained your communal areas are

Satisfied that we make a positive contribution to your neighbourhood

Satisfaction with our approach to handling anti-social behaviour

Number of anti-social behaviour cases, opened per 1,000 homes

Number of anti-social behaviour cases that involve hate incidents, opened per 1,000 homes

- Better grounds maintenance services: We’ve listened to customer feedback on grounds maintenance contractor performance and have taken robust contract management action to both conclude contracts, resulting in re-procurement for future services, and to ensure that contractor payments are suitably subtracted where performance has fallen below required standards.
- Keeping an eye on quality: We introduced a programme of manager quality audits on estate related services, including across estate and block inspections, grounds maintenance, tree works, litter picking, fly tipping and communal cleaning. These ensure that shared spaces and communal grounds are well managed and we’re able to take robust, timely action to address any issues that arise.
- Supporting connection: Across our independent living schemes, we’ve refreshed communal lounges following engagement with customers on how they plan to use the space, bringing the spaces alive with the focus on encouraging the communities to come together and thrive.

- Listening to local needs: Over the year, we engaged with residents and stakeholders such as local MPs and councillors to identify priorities for customers in different neighbourhoods and communities, and used their feedback to build localised, bespoke community offers. By working with stakeholders and residents we tailored services to reflect local needs and priorities.
- Community investment: We used social value from contract arrangements to invest in neighbourhoods, whether this is to contribute physically to local project work, or to deliver wider community development work. At Pollards Hill, Moat invests £200k per year under the transfer agreement to co-fund community investment projects and initiatives, which are considered and approved by a community panel for the benefit of Pollards Hill residents. The focus of much of the investment work is around health, well-being and healthy lifestyles, e.g. cooking, nutrition, exercise and mobility.