Customer service charter: Estate management

Brent Housing Partnership (BHP) is committed to providing a quality service to all our customers living on estates with communal areas. These are some of the services provided by the estate management team:


All the work is carried out by contractors that work for BHP. The quality of the work is set in a contract and measured by BHP. To ensure that you receive the best possible service, the standard of work is inspected by BHP officers.

The quality of the cleaning is judged using the standards set by the Environmental Protection Act.

We hold a monitoring meeting with our contractors every month.

Estate cleaning

We will:

  1. Publish details of our cleaning schedules for each location where a service is provided, so you know what will be done and how often
  2. carry out litter picking, sweep hard surfaces, wash floors, stairs and entrances
  3. sweep lifts twice a day
  4. remove Bulk rubbish and fly tipped rubbish (up to 4 cubic metres) within 24 hours
  5. remove offensive graffiti within 4 hours of it being reported
  6. other graffiti will be removed within 24 hours
  7. carry out an inspection once a month for each location where a service is provided
  8. have 80% of our sites completed to Grade A standard
  9. expect 90% of our customers to express satisfaction.

Grounds maintenance

We will:

  1. Cut the grass, carry out hedge maintenance, leaf clearance and weed killing
  2. carry out an inspection once a month for each location where a service is provided
  3. monitor the condition and any work needed to playgrounds and the trees on the estates
  4. have 98% of sites completed to our Grade A
  5. expect 90% of our customers to express satisfaction.

Safe environment

We will:

  1. Carry out bi-monthly health and safety inspections of communal areas
  2. raise communal repairs orders
  3. assist residents with concerns about parking and abandoned vehicles in communal areas
  4. consider environmental improvements as part of a 5 year programme subject to finance and consultation with residents
  5. carry out yearly walkabouts on estates with resident / tenant associations.

How to contact us

If you need to contact us: