Your service charge goes towards some or all of these communal services:

  • Cleaning of communal areas
  • Grounds maintenance
  • Window cleaning

Working with our customers, we’ve developed a specification and set high service standards that we expect from our core team of contractors.

You can read more about what each of these areas involves and meet the contractors in our information leaflet here.

If you're in a retirement living or supported living property and would like contract specifications, please speak to your local site manager.

The aim of this specification is for communal areas to be clean, tidy and well maintained throughout the year.  We will achieve this by:

  • Having even and well-cut grassed areas (cut and drop)
  • Clean and usable hard surfaces for public access
  • Maintain minimal maintenance areas as and when required, to ensure no vegetation is encroaching on non-minimal maintenance areas or public access routes.
  • All hard surfaces (including external bin stores and drying areas), flower and shrub beds areas are weed, litter, leaf and moss free
  • Well maintained hedgerows and shrub beds that retain its shape and vigour throughout the year

Ensuring hedgerows, shrubs and trees do not restrict access, block light to windows or encroach onto footpaths and highways throughout the year

What is not included?

Tree works, control of invasive weeds (e.g. Japanese Knotweed), removal of bulk waste, animal or human waste is not included in the Grounds Maintenance service.

You can find out more about Grounds Maintenance in our brochure and Japanese Knotweed on our information page

Please note during the winter months (November – February) you will receive a monthly visit rather than the fortnightly visit you received during March to October. See attached guidance on what work will be completed on these visits. 

What level of service can you expect?

Communal cleaning takes place in two-week cycles (unless otherwise agreed), the main tasks completed during each visit include:

  • Shared internal areas shall be kept clean, tidy and dust-free
  • Depending on the type, floors will be swept, vacuumed, scrubbed and/or mopped clean
  • Bannisters, handrails, handles and knobs, hand and kick plates, light switches, sills, ledges, skirting boards and light fittings will be cleaned and polished
  • Interior and exterior communal lights will be checked and bulbs changed as required (non-emergency lighting only)
  • Lift walls, camera lenses, doors, door frames, door tracks and lights will be cleaned and polished.
  • Shared refuse room floors, interior walls and doors will be washed

You can find out more about Communal Cleaning in our brochure

What level of service can you expect?

The window cleaning framework requires all windows, frames, sills and doors to be cleaned on a regular basis. The contractors will begin cleaning at the highest level windows to avoid any unwanted drips.

Ground level windows and doors will be cleaned using a cloth and blade, and for health and safety reasons, no ladders will be used as standard practice. The contractor will aim to remove all obvious drips and streaks on windows.

Windows above ground level will be cleaned using an environmentally friendly Pure Water Fed Pole System. This type of system allows windows, sills and frames to be cleaned without the operative leaving the ground, which is much safer for both the operative and our customers.

The pure water cleans the windows without the use of detergents, using the water flow and a flexible brush to loosen dirt and leave the window even cleaner than using traditional detergents.

Water will be left on the windows but this will dry naturally without leaving any smears.

Window Cleaning Pole System

  • Pure water
  • No tap water
  • Long pole system
  • No harmful chemicals

You can find out more about window cleaning in our brochure.

If you’re unhappy with any of our services above, please let us know by clicking here, and we’ll look in to it right away.

Checking contractor performance

Our Environmental Services are checked regularly for quality and value. We do this through three main channels:

Quality site inspections

These inspections are carried out by Estate Champions and Rangers.  They focus on checking quality and how each contractor has followed the agreed guidelines. A simple pass or fail scoring system is used.

    • Pass – awarded to contractors who fit within the guidelines
    • Fail - awarded to sites which are either:
      • Mostly within the guidelines but could be improved further
      • Do not meet the required standard

Customer inspections (Estate Champions)

We have recruited a group of volunteer Estate Champions who carry out their own independent inspections of their own communal area and other random sites. These inspections are crucial in establishing a balanced viewpoint of our services and wouldn’t be possible without the help of our dedicated customer volunteers. If you'd like to become an estate champion for your area email

Customer satisfaction

Each month we ask an independent research company to carry out surveys with a range of customers on their overall satisfaction with Environmental Services in their area. The results of these surveys then form part of the overall scoring for our contractors.

Take a look at the images below to see the areas that our contractors cover...