Maintaining and Improving our Neighbourhoods and Communities Statement
1. Aims
1.1 This statement sets out how Castles and Coasts Housing Association (CCHA) manages its communities, to help create sustainable neighbourhoods that are clean, safe and well managed.
1.2 We strive to provide excellent services; seeking and using the views of residents to help shape these services, and we want our neighbourhoods to be places where current and future residents want to, and choose to live.
1.3 This statement explains what you can expect from us as a landlord, in our approach to the management of our neighbourhoods.
1.4 We will work in partnership with our residents, leaseholders, local agencies, and partners to
• Provide safe environments,
• Prevent and manage anti-social behaviour,
• Promote community engagement to support sustainable communities.
1.5 This document should be read in conjunction with CCHA’s Communal Facilities Policy, AntiSocial Behaviour Policy, Safeguarding Policy, Gritting Policy, and Grounds Maintenance Standards
2. Responsibilities
2.1 CCHA’s Head of Housing and Head of Maintenance are jointly responsible for ensuring that our neighbourhoods are well managed, maintained and desirable places to live, working in partnership with the Lettings and Neighbourhoods, Independent Living, Compliance and Health & Safety Managers, as well as relevant local agencies and partners, to support safe and thriving communities
2.2 All staff and CCHA delivery partners are responsible for identifying and resolving issues within our neighbourhoods so that the aims within the Statement can be met.
2 3 Residents are also responsible for helping to look after their neighbourhoods and reporting any concerns they have.
3. Legal Framework
3.1 This Statement is written in compliance with the Regulator of Social Housing’s Consumer Standards, which requires registered providers of social housing, to publish their approach to maintaining, managing, and improving the neighbourhoods associated with their homes.
Castles & Coasts Housing Association Page 1 of 6
Maintaining and Improving our Neighbourhoods and Communities Statement – Version 1
Legal advice obtained in May 2024 by Devonshires
Approved by HSD/PSD in September 2024
3.2 The Social Housing White Paper, published in November 2020, sets the Government expectation that all social housing residents can enjoy good neighbourhoods and access to green space.
3.3 CCHA is obligated to maintain the homes and places under the Landlord and Tenant Act 1985 and Housing Act 1988.
4. How will we maintain your neighbourhood
4.1 We have a flexible approach to improving neighbourhoods and delivering positive outcomes, dependent upon the specific components and needs of each community, and the strategic partnerships that exist within each.
5. Estate Inspections
5.1 When CCHA staff, Castles and Coasts Services (CCS) Operatives, and contractors, are on site, they will inspect communal areas and report any maintenance, safety, and cleaning issues of concern.
5.2 The detailed procedures in relation to this is included in CCHA’s Communal Facilities Policy.
6. Tackling Anti-social behaviour
6.1 The wellbeing of our residents means the utmost to CCHA, we strive to provide safe and secure neighbourhoods for our residents to enjoy. CCHA are committed to working in partnership to effectively tackle and manage Anti-Social Behaviour (ASB) and harassment, across the neighbourhoods and communities we serve. CCHA’s robust ASB Policy sets out our approach and commitment to doing this, in line with all relevant regulatory and legislative requirements.
6.2 Removing graffiti/rubbish removal
Graffiti and rubbish are an eyesore which can make our estates look untidy and unwelcoming. Rubbish can also be a fire and safety risk and attract vermin. Where the graffiti is on our land/ buildings and it is offensive, we will aim to remove it within 24 hours. Where it is non offensive, we will aim to remove it within 7 days. Where rubbish has been fly tipped on our estates, we will with the assistance of our contractors and external partners will arrange the removal of the rubbish. Where the perpetrator is known, action will be taken against them accordingly and they may be re-charged for this service.
6.3 Parking & vehicles
We do not permit any abandoned vehicles on our land and it is important to keep areas free from these. This is to maximise the parking capacity and to keep our estates safe. It is illegal to abandon a vehicle on a road or any other land. The same law applies to abandoned caravans, trailers or parts of motor vehicles.
7. Communal Cleaning
CCHA will ensure that internal communal areas are cleaned on a frequency based upon the management requirements for each site, and in line with CCHA’s Cleaning Standard.
Castles & Coasts Housing Association Page 2 of 6
Maintaining and Improving our Neighbourhoods and Communities Statement – Version 1
Legal advice obtained in May 2024 by Devonshires
Approved by HSD/PSD in September 2024
Customers are required to keep communal areas free of personal items and nothing should be stored in communal areas, including cupboards with shared access. These items can cause fire hazards, restrict escape routes and impede our staff and contractors delivering this service.
CCHA will asses the level of risk a hazard causes and in circumstances where there is an immediate risk, for example a hazard which could hinder fire evacuation, this will be removed and placed in storage as necessary. Detailed information on this is found withing CCHA’s Communal Facilities Policy.
8. Resident Involvement and Engagement
• We encourage all tenants and residents to report issues, so these can be investigated thoroughly and action taken when necessary.
• We are committed to equality, diversity and inclusion, and providing a range of ways in which residents can be involved with us, to provide their views on our services, and their community.
• We support residents who wish to implement tenant-led activities, to influence and scrutinise our strategies, policies and services. Including in relation to specific neighbourhoods, where applicable
Residents' Scrutiny Panel
• CCHA has a dedicated Residents’ Scrutiny Panel (RSP). The RSP carry out regular, independent reviews of CCHA services, reporting findings and recommendations to CCHA’s Audit & Risk Committee, which is a committee of CCHA’s Board.
Resident Feedback Groups
• Resident Feedback Groups are one-off ‘task & finish’ groups to look at a particular service area, policy or contract.
• They provide residents with an opportunity to provide their feedback and suggestions about a specific subject.
• Residents can take part in these groups;
• In person
• Over the phone
• By providing us with feedback before a group by email, or in writing
CCHA hold approximately six feedback groups a year, each one will have a specific focus on a particular service area, these include;
• Repairs & Maintenance
• Grounds Maintenance
• Communal Cleaning
• Housing
• Customer Services
• Contract Procurement
• Income Collection
• Policies
• Local services, for example playground and green space consultations
Castles & Coasts Housing Association Page 3 of 6
Maintaining and Improving our Neighbourhoods and Communities Statement – Version 1
Legal advice obtained in May 2024 by Devonshires
Approved by HSD/PSD in September 2024
9.
For further information on involvement opportunities, please visit the following: https://castlesandcoasts.co.uk/about-us/customer-involvement-and-feedback/
Partnership Working
Keeping our estates clean and tidy requires joint working with internal CCHA teams, external contractors, residents, local authorities and other agencies. To do this we work together with our partners, including our local Councillors, the Police, Local ASB Hubs, Highways and other external agencies to make neighbourhoods a safer place to live in.
10. Grounds maintenance
CCHA will ensure that our communal grounds look clean and tidy, hedges/shrubs are cut back and grass areas are maintained, in line with our Grounds Maintenance Standards which can be accessed here:
https://castlesandcoasts.co.uk/your-home/maintenance-our-commitments/
11. Playgrounds
CCHA will ensure that playgrounds within CCHA’s ownership are managed and maintained as safe places for customers within our neighbourhoods and for the benefit of all users.
CCHA will inspect these on an annual basis with a RoSPA – The Royal Society for the Prevention of Accidents accredited person and follow the recommendations set out with in these inspections.
12. Tree management
CCHA will ensure that all trees and woodlands on CCHA owned communal areas and estates are managed and maintained through a proactive and risk-based approach.
It is our aim to undertake a regular arboricultural survey on each CCHA owned communal land area. The purpose of the survey is to identify the current condition of the trees, potential hazards, and inform recommendations as to any work necessary to maintain and manage the tree stock in accordance with good arboricultural practice and the British Standard 3998 (Recommendations for tree works) and the Wildlife & Countryside Act 1981.
CCHA will not maintain trees in private or individual gardens. This will be the responsibility of the customer as detailed in their tenancy/licence/leasehold agreement (where applicable).
CCHA is not able to maintain or fell trees in private or individual gardens, or to:
• Deter birds roosting
• Prevent wind-blown pollen, blossoms, petals, seeds or leaves
• Abate falling fruit, berries, nuts or sap
• Improve access to natural daylight or for aesthetic views, as ad-hoc requests
• Remove arboreal insects
Castles & Coasts Housing Association Page 4 of 6
Maintaining and Improving our Neighbourhoods and Communities Statement – Version 1
Legal advice obtained in May 2024 by Devonshires
Approved by HSD/PSD in September 2024
13. Snow clearance and gritting
CCHA will ensure that all places of work, Leasehold Schemes for the Elderly (LSE) and Independent Living (IL) schemes have the provision of a grit bin. CCHA are not responsible for the gritting on general needs and leasehold schemes, including LSE; residents can use the grit bins provided as and when required. For general needs and Leasehold schemes, where there is no provision of a grit bin, a request can be made to CCHA, the supply of a grit bin will be considered and, if reasonable and appropriate, a grit bin will be provided, and residents made aware of this. The grit bins will be filled at the start of each winter season and replenished as required.
CCHA does provide gritting services to some IL schemes which have a Wellbeing & Compliance Assistant (W&CA) / Housekeeping and Compliance Assistants (Extra Care). Further details of these services are provided in the Gritting Policy Procedural Guidance. This is in predetermined routes and only on land in the ownership of CCHA.
CCHA cannot guarantee that every footpath, or designated footpaths, will be ice-free at all times. It is the responsibility of all customers, their visitors and staff to take appropriate care in poor weather conditions.
CCHA will not clear snow and spread grit to roadways or spread grit as a precautionary measure.
Further detail is contained within CCHA’s Gritting Policy.
14. Cyclical Programme of Improvement Works
CCHA have a cyclical programme in place for the following to ensure a high standard is maintained:
• Cyclical paining for internal communal areas
• External Communal areas
• External Render
Detailed information is contained within CCHA’s cyclical maintenance plans.
15. Review
We will review this Statement every three years.
CCHA recognises that there may be circumstances where it will need and/or wish to take different or alternative action to that outlined in this document, and it reserves the right to do so.
16. Cross References
This document will be applied in conjunction with the following CCHA policies and procedures:
Castles & Coasts Housing Association Page 5 of 6
Maintaining and Improving our Neighbourhoods and Communities Statement – Version 1
Legal advice obtained in May 2024 by Devonshires
Approved by HSD/PSD in September 2024 • Improve television reception to non-communal systems
Anti-Social Behaviour Policy & Procedures
Communal Facilities Policy and Procedures
Gritting Policy
Cyclical Works Programme
Wellbeing and Compliance Assistant Handbook
Castles & Coasts Housing Association Page 6 of 6
Maintaining and Improving our Neighbourhoods and Communities Statement – Version 1
Legal advice obtained in May 2024 by Devonshires
Approved by HSD/PSD in September 2024