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Update from your Environmental Services Team

Update from your Environmental Services Team

In our update of 8th April, we informed residents of some important temporary changes to our environmental services. Due to the Government’s social distancing and essential travel rules, we have had to operate a reduced grounds maintenance, and cleaning and caretaking service.

We thank you for your understanding and patience. We have now reviewed our staff resources and our operating procedures, and we are pleased to inform you that we can restart our grass cutting service from 4th May.

Temporary monthly grass cutting service

We suspended our fortnightly grass cutting service because many of our staff work in teams of two or three people sharing a van and lifting machinery. We apologise for the inconvenience and disruption this may have caused. We have reviewed our procedures and with reduced staff and number of vehicles (one person per van), we are now able to visit every site by providing a temporary monthly service. From 4th May, grass cutting will restart on a once a month basis.

We will aim to achieve the best cut possible considering the time we haven’t been able to attend our sites. Previously, we have maintained grass levels as short as possible. As this service is returned, residents may find grass to be left longer than normal. Further height reductions will be made as we move through the growing season and as machinery allows. We apologise if this causes you any inconvenience.

As normal, cuttings will be left on site and blown off pathways and hard standing areas. Any discolouring of grass due to additional growth being maintained will recover as we move through the season.

Social distancing

Staff will follow the Government’s social distancing rules. Please do not approach our team whilst they carry out their work. Staff have been instructed to leave site should they have any concerns about personal distancing. If this happens, the work will be rescheduled as soon as possible.

Update on tree services

There are usually three people in our tree team so we can’t do this whilst social distancing. Therefore, we are only responding to emergency tree issues where there is a risk to life or property. Our team are still completing survey work as this can be done with one person traveling in a van and social distancing. To report an issue please call our Customer Service Centre on 0300 555 5560 or email

Update on cleaning and caretaking

We had to reduce our cleaning and caretaking services due to a reduced work force. This has meant we have been unable to provide these services across all sites. We continue to concentrate these services on our most critical sites: high rise blocks, supported housing, housing with care schemes and some older persons sites. It is very difficult to follow social distancing on some of these sites, so our team are focusing on the most important touch points such as door entries, lift panels, handrails, doors, push plates and laundry rooms. For all other schemes and blocks, we have suspended our regular cleaning service, but will attend if there are problems. We apologise to residents who are not receiving a cleaning service.  

Update on waste management

The Government has recently allowed councils to reopen waste recycling centres. If you have bulky waste to dispose of, such as furniture, check with your council if they can collect it. It is your responsibility to dispose of waste correctly. Do not fly tip as this is illegal and may cause public health problems. Check what services your council are providing at present. You can find out about refuse and waste collection in your area on our website here.

We will continue to keep bin stores as clear as possible. If there is an issue in your area, please contact us.

Playgrounds are closed

Our playgrounds have been closed from 23rd March. To support the Government’s rules, do not attempt to use these facilities until further notice.

Service charges

We understand that when services are reduced or stopped, it is natural to ask what rent refunds you will be entitled to. Once our services return to normal, we will know the extent of the disruption and the impact this has had as far as service charges are concerned. We will work to make necessary alterations to charges and communicate this to those affected.

Please get in touch

We are here to support you. If you have any concerns or queries, please contact us.

  • Online – This can be done 24 hours a day by the online form here.
  • Telephone - 0300 555 5560 - lines are open between 9am and 5pm Monday to Friday (emergency service only outside these hours).

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