FAQs: Grounds Maintenance
- What services are included in the grounds maintenance contract?
Our standard service includes grass cutting, hedge trimming, weed control on hard surfaces and planted beds, litter picking in green spaces, basic pruning of shrubs, and seasonal leaf clearance. Tree inspections and tree maintenance is excluded for communal trees, this is undertaken by a separate contractor. - How often is grass cut or communal areas maintained?
The contractor will visit approximately every 10 working days between March and October, depending on the weather. Other tasks like weeding, litter picking, and pruning are carried out at set frequencies throughout the year, based on seasonal needs and the site’s specification. - Why wasn’t the grass cut on schedule?
Delays may occur due to wet weather, obstructions (e.g. parked vehicles), ground conditions, or staffing/resource pressures. In these cases, we aim to return as soon as conditions allow. - Why do you mulch grass cuttings and not remove them entirely?
We mulch cuttings to promote healthy lawn growth and reduce waste sent to landfill. Where needed (e.g. on paths or hard surfaces), arisings are swept or blown away to keep the site tidy. - How do you treat weeds on paths and beds? How often?
Weeds are treated using approved herbicides during dry weather and are typically sprayed monthly between March and October. In some areas, manual weeding or strimming may also be used. - Do you maintain private gardens?
No. Grounds maintenance covers communal and shared spaces only. Residents are responsible for the upkeep of their own private gardens. - Who is responsible for trees in communal areas?
Communal trees are managed by arboriculture contractor, with regular inspections and maintenance carried out as needed. Trees within private gardens are the responsibility of the resident. - What if there’s a problem with tree roots, branches, or shade?
Please report the issue to us. A member of the estate services or arboricultural team will assess it and take action if necessary, in line with our tree policy and any legal responsibilities. - Can I plant a tree, shrub, or memorial garden in communal areas?
We appreciate the interest but request that all planting proposals be approved in advance. This is to avoid any conflicts with existing maintenance, underground services, or resident agreements. - How do I report a missed or incomplete service?
You can report issues via our customer portal, by phone, email, or live chat. Please include your address and, if possible, a photo of the issue to help us respond quickly. - What happens if I’m unhappy with the service?
If the service falls short, we will investigate and take appropriate action. This may involve a re-visit, contractor feedback, or escalation through our complaints process if needed. - What if works conflict with bird nesting season or wildlife?
We fully comply with wildlife protection laws. Certain tasks like hedge cutting or tree works are suspended during nesting season (typically March to August) unless there is a safety risk. - Why might lawn mowing or other works be delayed due to parked cars or obstructions?
Our teams cannot safely operate machinery around vehicles or bins. If areas are blocked, we may have to miss that section and return later, depending on scheduling. - Do you pick up litter separately from grass cutting?
Yes. Litter picking is carried out prior to mowing in most areas. We also have scheduled litter sweeps in high-traffic zones to keep communal areas presentable. - What additional services can I request/pay for (e.g. seeding, fertilizing)?
Additional services like lawn repair, bulb planting, or extra pruning may be available as a paid option. Please contact us for a site assessment. - What about seasonal tasks?
In autumn and winter, we carry out leaf clearance, winter pruning, and prepare shrub beds for spring. Some winter grit services may also be included depending on location. - How do you manage green waste or recycling of cuttings?
Green waste is either mulched on site or taken to licensed recycling centres as per our environmental standards. We aim to recycle or reuse as much as possible. - Who should I contact for general or tree-related grounds maintenance enquiries?
Please contact your Neighbourhood Partner, our customer service team, or raise a request via the online portal. For tree-specific queries, we may refer you to our arboricultural team.
