Major works are an inevitable part of maintaining a well-run block. Whether it’s roof replacement, façade repair, window renewal or fire safety upgrades, these projects are essential for the long-term health of the building.
While the focus is often on budgets, contractors and compliance, what can easily be overlooked is the human side, how residents experience the disruption. Dust, noise, limited access and daily inconveniences can quickly turn a necessary project into a source of tension and complaints.
By planning beyond the works themselves you can make a huge difference. Here’s how to manage disruption practically and sensitively, keeping your project on track while maintaining goodwill and trust within the block.
Start with Clear, Human Communication
It sounds simple, but the single biggest cause of resident frustration during major works is poor communication. People can largely tolerate disruption as long as they know what is happening, why and for how long.
Before work begins, issue a clear pre-works briefing that covers:
- The project scope: What is being done and why it’s necessary.
- Timelines: When work starts, expected duration and daily working hours.
- What residents can expect: Likely levels of noise, scaffolding or access restrictions.
- Contact information: Who to call if there is an issue.
Use multiple channels to reach everyone: emails, posters in communal areas, letters to leaseholders and WhatsApp or portal updates if available. A simple communication plan helps reduce uncertainty and the perception that residents are being “kept in the dark.”
During the works, update everyone regularly. Even if the update is “no change,” it reassures residents that the managing agent and contractors are in control. A transparent approach helps pre-empt complaints and demonstrates that everyone’s comfort and safety are being considered.
Manage Access Safely and Sensitively
Access is often the first flashpoint in any major works project. Contractors need space to work; residents need to move freely and feel safe. Striking that balance takes careful planning.
Start with a detailed access plan created with your contractor before work begins. Map out which entrances, lifts or stairwells will be affected and for how long. Provide clear signage and communicate any temporary routes in advance.
Where works require scaffolding or temporary barriers, make sure:
- Emergency exits remain unobstructed.
- Vulnerable residents (such as those with limited mobility) are prioritised for alternative access solutions.
- Entry and exit points are well lit and kept clean.
If contractors require entry to individual flats (for example, for window replacement or fire door works), offer flexible appointment slots. Some managing agents create an online booking system so residents can choose from available times, a small touch that can dramatically reduce friction.
Anticipate and Mitigate Noise and Dust
Few things strain resident relations more than unexpected noise. While you cannot eliminate it entirely, you can manage expectations and reduce its impact.
Discuss with your contractor whether noisy works can be scheduled during mid-morning and afternoon hours, avoiding early mornings or evenings when most residents are at home. Publish the “noisy work window” so residents can plan around it, especially those working from home.
For internal works, request dust suppression measures (such as protective sheeting, extraction fans or sealing off affected areas) and ensure corridors are cleaned regularly.
You could consider offering quiet spaces or respite periods for residents most affected by prolonged disruption, such as elderly or home-based individuals. Some blocks arrange a community room as a temporary workspace or relaxation area. Thoughtful gestures go a long way toward maintaining goodwill.
Temporary Facilities: Planning for Practical Needs
When essential services are disrupted such as water, heating or communal facilities, the key is advance notice and temporary alternatives.
If roof works affect the water tank, or if fire upgrades require temporary shutdowns, notify residents at least a week in advance and explain what arrangements have been made.
For example:
- Portable toilets or showers if water supply is cut off for an extended period.
- Temporary laundry facilities or vouchers if communal laundries are affected.
- Access to neighbouring facilities through agreements with local amenities.
Even short outages can cause disproportionate frustration if residents feel unprepared or unsupported. A short note saying “the water will be off from 10am to 3pm on Tuesday, please fill kettles or bottles beforehand” shows foresight and consideration.
Supporting Vulnerable Residents
Major works can be particularly stressful for elderly, disabled or vulnerable residents. They may struggle with noise sensitivity, mobility limitations or changes in access routes.
Before work starts, conduct a resident vulnerability assessment, discreetly identifying anyone who may need additional support. Liaise with family members, carers or housing officers where appropriate.
Simple measures such as offering priority scheduling, arranging daily welfare checks or providing extra communication by phone instead of email can make a meaningful difference.
Contractors should be briefed on safeguarding principles too. For example, always carrying ID, being courteous and avoiding isolated interactions with vulnerable individuals.
Keep Contractors Considerate and Accountable
Your contractors are the public face of the project. Their professionalism (or lack of it) will shape your residents’ perception of the works.
Ensure your tender documentation includes considerate contractor clauses covering behaviour, working hours, site cleanliness and communication. Many managing agents adopt the Considerate Constructors Scheme (CCS) principles as a benchmark, encouraging site teams to operate responsibly within residential environments.
Regular joint walkarounds with the contractor, site manager and residents’ representative can help identify and address issues early. A visible site noticeboard displaying contact numbers, progress updates and safety information helps reinforce accountability and transparency.
Proactive Resident Support Reduces Complaints
When disruption becomes unavoidable, small acts of consideration can transform the atmosphere in the block.
Ideas include:
- Providing a “major works survival guide” with practical advice on minimising noise, protecting furniture from dust or managing pets during scaffolding.
- Holding drop-in sessions where residents can speak directly with the contractor or managing agent.
- Creating a simple feedback channel such as an online form or dedicated email so concerns are logged and addressed quickly.
Shift the Focus: From Works to Wellbeing
Ultimately, major works are not just about repairing a building, they are about preserving the comfort, safety and community of those who live inside it. By shifting focus from cost and compliance to day-to-day living, managing agents and freeholders can ensure the process is smoother for everyone involved. Projects run more efficiently when residents are informed, calm and cooperative.
With thoughtful communication, flexible scheduling and a resident-first mindset, even the most disruptive works can proceed with minimal friction, turning a stressful experience into an opportunity to strengthen trust and community within the block.
