Man02 - Management engagement and feedback – Above Green

Minimum standard (9 credits available)

Aim

To facilitate structured feedback and awareness that enables management staff and building occupants to understand how to better operate the building.

Question

What processes are in place to ensure good communication between building managers, building users, and neighbours?

Credits	Answer	Select all answers from A-E, select either F or G
0	A	Question not answered
1	B	Formal communications between building management and building users
2	C	Regular meetings between building management and building users
1	D	Building users are provided with information relating to environmental policies and performance of the asset
1	E	Proactive engagement with neighbours and community, including a procedure that deals with any complaints relating to the asset and associated operations (e.g. noise, odour, and light)
2	F	Occupant satisfaction surveys conducted by building management
4	G	Occupant satisfaction surveys conducted by a third party

Assessment criteria

Criterion	Assessment criteria	Applicable answer
1	Formal communications and meetings should be scheduled at appropriate intervals and locations, and when new procedures are adopted, or systems/controls installed.	B,C
2	Information can relate to: Health, Safety and Environmental policies Building/Organisational Operating Procedures Asset/Organisational environmental performance Public transport Environmental best practice topics. Accessibility and equity	D
3	Examples of community engagement or positive/proactive engagement with neighbours include: Online feedback opportunities Surveys on and off-site with neighbours Public engagement events or meetings Participation in existing neighbourhood groups/activities A standing community input committee	E
4	The complaints procedure should detail how to deal with any complaints quickly and impartially.	E
5	Occupant satisfaction surveys and feedback must be undertaken at least once every three years and additionally when major changes in facility planning, building services etc. have been undertaken.	F,G
6	The survey process should be designed to cover, as a minimum: Internal environmental conditions Internal environmental controls Internal fit-out and contents Communal facilities in the building. Targets must be set for all topics for which building occupants have highlighted issues. Results and targets must be disseminated to all building users. Progress on targets must be reviewed annually.	F,G

Evidence

Criteria	Evidence requirements
-	The evidence below is not exhaustive, please also refer to the ‘BREEAM evidential requirements’ section in the scope of the Guidance for appropriate evidence types which can be used to demonstrate compliance.
3	Records demonstrating community engagement or positive/proactive engagement with neighbours.
4	Copy of relevant complaints procedure.
5,6	A copy of the building occupants’ satisfaction feedback forms and a sample of completed forms
5,6	Records of how information on target setting and procedure development has been communicated with building occupants.

Definitions

Formal communications:

These include, but are not limited to:

Standard feedback forms
Dedicated email address
Intranet feedback forms
Standard forms in areas accessible by all staff