Updated Neighbourhood Management Policy approved following customer consultation

Published: 

We are pleased to announce that our updated Neighbourhood Management Policy has now been formally approved.

The revised policy has been shaped by extensive customer consultation to ensure it reflects residents’ experiences and expectations.

A focus group with Community Voice members was held in March 2025, alongside digital feedback gathered during the Antisocial Behaviour (ASB) Policy review. This engagement helped strengthen clarity around what constitutes antisocial behaviour and what falls under neighbourhood management.

Customers were kept informed throughout the review process, with regular updates shared with CV members. The final version of the policy was formally signed off by the Customer Focus Group in November 2025.

Key improvements

Following this engagement, a number of important improvements have been made:

  • Clearer language and accessibility – the policy has been updated and aligned with the Neighbourhood and Community Standard, making it easier for customers to understand.
  • Stronger focus on customer involvement – with greater emphasis on consultation, engagement and partnership working.
  • Clear distinction between ASB and Neighbourhood Management – outlining when tenancy enforcement action will and will not be taken, in line with Housing Ombudsman feedback and best practice.
  • New visual guidance tool – designed to help both colleagues and residents clearly understand the difference between ASB and neighbourhood management responsibilities.
  • Improved guidance on signage – including unenforceable signs such as “residents only” and “no ball games”.
  • More detail on winter gritting responsibilities – helping set clear expectations for customers.

The policy also includes:

  • Clearer guidance on neighbour responsibilities and how to be a good neighbour.
  • Improved information for tenants living in properties with communal areas, including references to e‑bikes and scooters.
  • Stronger wording around bin chute use in high‑rise buildings, highlighting the importance of correct use to prevent blockages and delays to waste services.

The updated policy supports a consistent, fair and transparent approach to neighbourhood management, while helping customers understand their responsibilities and how we work together to maintain safe, well‑managed communities.

For more information, please contact Claire Coyle.