Scrutiny report: Internal communal spaces - May 2026
We’ve recently completed a detailed review of internal communal spaces across our homes, focusing on how clean, safe and well maintained these shared areas are for customers.
The review was carried out by our Scrutiny Task Force, a sub-group of our Customer Oversight Group who complete a detailed review of a specific area or topic.
The review into internal communal areas was carried out between January and March 2026, and looked at feedback from Tenant Satisfaction Measures (TSMs), communal services surveys and customer comments. It also included discussions with staff and analysis of repairs and service data.
What you told us
Overall, many customers are satisfied with communal areas, but the feedback shows there are still important areas to improve.
Some of the most common concerns raised include:
- Inconsistent window cleaning, with some areas missed
- Cleaning standards not always meeting expectations
- Communal areas looking worn, with carpets and décor needing improvement
- Delays in completing communal repairs such as lighting or door issues
- Not feeling listened to or kept informed after reporting problems.
Customers also told us that communication is a key issue. Even when work is underway, not being updated can lead to frustration and lower satisfaction.
What we found
The review found that concerns are broadly similar across all customer groups, including shared owners and tenants. However, satisfaction scores can vary, with communication and responsiveness playing a major role in how services are perceived.
Survey results showed:
- Around 65% satisfaction with cleanliness and maintenance of internal areas
- Around 61% satisfaction with window cleaning
- Overall satisfaction at just under 54%.
These results highlight the importance of consistent service delivery and clearer communication.
What we are doing next
Based on your feedback, we are taking action to improve services:
- Improving cleaning services
- Better communication
- Maintaining and upgrading communal areas
- Improving repairs reporting
- Listening and involving customers.
Our commitment
We know that clean, safe and well-maintained communal spaces make a real difference to your experience of your home.
This review has reinforced that alongside delivering services, how we communicate with you is just as important. By improving both, we aim to increase satisfaction and build trust.
Find out more
Click here to read the scrutiny review into internal communal spaces in full.
