(8 credits available)
To facilitate structured feedback and awareness that enables management staff and residents to understand how to better operate the building.
What processes are in place to ensure good communication between building managers, residents and neighbours?
|Credits||Answer||Select all answers from A - E that apply, select either answer F or G|
|0||A||Question not answered|
|1||B||Formal communications between building management and residents|
|1||C||At least annual meetings between building management and residents|
|1||D||Residents 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|
|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|
Information can relate to:
Examples of community engagement or positive/proactive engagement with neighbours include:
|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|
The survey process should be designed to cover, as a minimum:
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.
|-||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 occupant’s 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.|
These include, but are not limited to:
- Standard feedback forms (online or offline)
- Dedicated email address or other online communication
- Standard forms in areas accessible by all residents
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