East Homes / The High Density Housing Toolkit

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Delivering Successful Higher Density Housing

7. Management and maintenance and customer engagement

Effective management, high quality maintenance and community engagement can all contribute to homes of choice. This section considers the role of managers in the design of higher density homes, whether adequate resources are planned to manage them effectively and how the public realm and the scheme as a whole is to be maintained. It also refers to the need to ensure that the community is engaged in these processes and that the association considers the wider community development agenda.

Downloadable resources

Check list
Tunstall R, Housing Density: What do residents think? (East Thames Housing Group 2002) - available from the London Housing Federation
Capital Gains – making high density housing work in London - summary Full report available from National Housing Federation @ http://www.housing.org.uk/
Community cohesion (National Housing Federation 2004)
Community engagement (National Housing Federation 2004)
www.housemark.co.uk
www.cih.org
www.housing.org.uk

Online toolkit - read instructions

7. Management and maintenance and customer engagement
Checklist	Comments, concerns & suggestions	P	O	N
7.1 Overview
Has the impact on future management and maintenance of the scheme been considered as part of the design process in relation to all the factors listed below? Cross reference to Section 2: Design, to ensure that these services have been designed in from the outset
What management and maintenance resources are planned for the project?
What management and maintenance structures are to be put in place?
If this is a mixed tenure or multi-landlord scheme is a single management provider proposed across all tenures, if not what proposals are in place?
7.2 What evidence is there of a planned and specific approach to managing higher density including:
Management and control of parking?
Refuse disposal and recycling including the disposal of bulk items?
Maintenance of soft and hard communal landscaped areas and public realm including community facilities?
Management of core and shared circulation areas (entrances, lifts, stairs and corridors etc)?
Bulk storage, street level storage and internal storage including storage of dirty items?
Post and deliveries?
Cleaning and caretaking services including window cleaning?
What are the proposals for communal satellite dishes?
What approaches to security have been adopted – is a concierge planned? How is this service to be funded?
How is play to be managed?
What performance standards and KPI s are offered as a means of demonstrating good standards of management and maintenance?
What lease/ tenancy conditions are proposed? In the case of a mixed tenure scheme are these to be same for all tenures?
What approach is adopted to managing anti-social behaviour?
What are the plans for resident involvement across all tenures?
What proposals are offered for community development and the funding and use of any communal facilities?

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