We still have concerns about our grass cutting service. So, we wanted to update you to let you know what’s going on.
This hasn’t been the service we’d want to deliver. We are working through the options, but thank you for bearing with us while we get this up to standard.
Since our last update
Initially, it looked like things were improving. Where we did spot checks, our contractor was getting the grass back under control. And in our July review meeting we were told that everywhere had had a second cut at the minimum.
So, we were hoping to share more positive news in early August.
But recently we’re noticing problems again.
Reports from our caretakers and customers also suggest that some estates were missed in late July-early August. We’re also hearing that some areas haven’t been cut properly.
With all the rain we’ve had, the grass is growing very quickly. It makes it trickier to keep on top of it, but the grass should still be cut regularly.
What happens now
We’re weighing up the options:
- We’ve called a meeting with our contractor on 21 August.
- If it looks like we may experience the same issues as in April-June, we will look at bringing in extra support from local contractors again.
We’re very sorry that our grass cutting service hasn’t been up to standard. If we need to, we will end our contract to get the quality of service you (and we) would expect.
Staying in touch
We’re monitoring this closely.
We’ll be in touch again in September at the latest to confirm what will happen in the future.
But it has been very helpful having reports from our customers to back up our information. Thank you to everyone who has called / sent in information to let us know what’s happening on your estate.
If you have details to share with us, please fill in the form below:
Thank you for bearing with us. We will do all we can to improve this service as quickly as possible.
FAQs
This is something we will need to look at towards the end of the year when we know our total costs.
If you’re a leaseholder, this will be reflected in your final accounts which will come through in September 2024.
But we should be transparent and mention that your overall service charge covers lots of other things.
If we just look at grounds maintenance, the average charge for this service is £1.36 per week.
Also, even if you have a grounds maintenance charge, this may include gardening for shrubs or trees as well as the grass, and those services are going ahead as normal.
The cost for grass cutting service has gone down.
How much will depend on which service your estate voted for - a "box cut" is more expensive than a "rough cut".
But your overall rent / service charges may have gone up this year. This will be for other reasons or because other services have gone up in cost - see here to understand rents for 2023-24.
Last year, we saw a trends in complaints which told us our grass cutting service wasn't meeting your expectations.
So back in September 2022, we went out to get a new supplier, shortlisted two options and asked you to help us decide.
CGM received the highest votes and their contract started with us at the beginning of April.
We know how important it is to you to keep communal gardens and grass areas around your estate looking their best. And we hoped that you would see an improvement in the service that you receive.
We brought in a new contractor in April.
We hoped this would help to improve the service. In the past, customers told us they weren't happy about grass cutting.
Unfortunately, due to a difficulty in recruiting staff, the contractor is behind schedule and the quality is not up to standard. We know many of you have been waiting several weeks for your communal grass to be cut.
Your grass shouldn’t get any longer than 6cm (gardens) and 30cm (verges) before its cut.*
For the reasons we have explained above, this hasn’t been happening. We don’t think this is acceptable and are working to get things back on track.
*We don’t manage grass cutting in all areas. For example:
- If you live in a house with a private front / back garden, you’ll be responsible for cutting there grass there.
- Some areas are cut by Broxbourne Borough Council, depending on who owns the land. Sometimes B3Living-owned land and council-owned land are right beside each other, so it can be confusing! Generally, we don’t do public spaces such as cemeteries, public playgrounds, highway verges, etc.
- If your estate has a management company they will arrange grass cutting. This usually applies on estates where there are private homes as well as B3Living homes.
