Take part in our financial inclusion survey

We’re inviting all customers to take part in the Places for People Group financial inclusion survey. Financial inclusion is all about ensuring customers are aware and can access advice and services to help live sustainably in their home. The survey is designed to measure how we currently provide financial inclusion activity across the various businesses in the group and what we could do better in the future.

Any updates we make as a result of feedback will be available online and in our magazine Derwent Life. To take part in the survey, please follow this link. 


Maintaining our neighbourhoods

Published , updated

How Derwent Living manages and maintains its neighbourhoods and estates.

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This page, which includes extracts from Derwent Living’s neighbourhood management policy (which is available on request by using our general enquiries form), sets out how the organisation manages the external appearance of the homes and neighbourhoods it owns and manages.

The page doesn’t cover the management of tenancy-based neighbourhood issues. We have developed special pages for reporting anti-social behaviour, flytipping and domestic abuse which can all be found in the advice centre.

To report repairs please use our repairs reporting form.

Our commitment 

Derwent Living is required by law and by its regulator to keep its properties and neighbourhoods in a good state of repair. It also has the following contractual commitments to fulfil, which are summarised below:

What we will do

  • Keep neighbourhood and communal areas associated with the homes that Derwent Living owns clean and safe
  • Work in partnership with its tenants and other providers and public bodies where it is effective to do so
  • Co-operate with relevant partners to help promote social, environmental and economic wellbeing in the areas where it owns properties
  • Consult with tenants, shared owners and leaseholders, in developing the neighbourhood management policy for maintaining and improving the neighbourhoods associated with its homes. This applies where it has a responsibility (either exclusively or in part) for the condition of that neighbourhood
  • Include any communal areas associated with its homes, within its policy
  • Take account of its presence and impact within the areas where it owns properties, and shall:
    • identify and publish the roles it is able to play within the areas where it has properties
    • co-operate with local partnership arrangements and strategic housing functions of  local authorities where they are able to assist in achieving their objectives.

If you’d like to know more about cleaning or grounds maintenance, we have created special pages which outline the work which our teams undertake while out and about on schemes.

Managing performance

We run the service based on a number of procedures (day to day working practices) and use customer feedback to see where we are doing well and where there are areas for improvement. We use the following feedback to measure the service:

  • Customers’ satisfaction with the grounds maintenance service
  • Customers’ satisfaction with the cleaning services
  • Complaints about the grounds maintenance service
  • Complaints about the cleaning services
  • Performance indicators (statistics which tell us how well a service is performing) within a special compliance dashboard (a collection of performance statistics) which monitor fire safety, electrical safety, asbestos management, servicing of passenger lifts and our automated access systems.

Having your say

Customers play an important role in monitoring the performance of our neighbourhood services and your feedback will help us to improve it in the future. We regularly send customer satisfaction surveys out via text and email and encourage all customers to complete one when you receive it. You can also use our service feedback form to provide your thoughts and views on the service in your area or complain about issues using the complaints form.