After our service fell short in 2023 and 2024, we needed your help to determine the future of the service.

In October, we held a customer consultation to consider two new options:

1. Return to the previous contractor (BEST), a service run by Broxbourne Council in 2022.
2. Find another contractor.

Here's what you told us:

Contractor - Customers voted that they wanted to return to our previous contractor, BEST.

There were also comments made about:

• Service quality and reliability - some customers were dissatisfied with incomplete jobs and untidy work, particularly grass cuttings left behind, causing mess and hazards. Customers also wanted a more regular and reliable service, expressing frustration with the current infrequency and inconsistency.
• Cost and value for money  - customers expressed concerns about the service’s cost and value, with suggestions to re-tender the contract for better service at a reasonable price.
• Safety and cleanliness - safety issues included slippery paths from left grass cuttings and overgrown bushes obstructing walkways. Cleanliness concerns involved grass left on paths and near doorways.
• Contractor performance and accountability - there was a call for more diligent and professional contractors, with suggestions to return to previous contractors or find new ones. Customers also asked for better communication about the schedule and changes, along with increased accountability and supervision.
• Additional maintenance and frustrations - requests extended beyond grass cutting to include maintenance of bushes, trees, and other communal areas. Some customers resorted to cutting the grass themselves due to dissatisfaction, there was frustration about over paying for inadequate service.

So, what we did...

• We have concluded our contract with Nurture (formerly CGM) and have engaged BEST to provide services in 2025.
• A formal contract has been established, outlining our service standards and expectations.
• Grass will be cut every three weeks, with the cutting season extended from March to October at no additional cost to customers.
• We have set an expectation for grass to be blown from pathways and doorways to maintain a clean and safe environment.
• BEST has assembled a dedicated team to access restricted areas, such as gated gardens or those requiring access via the block.
• We have opted for a standard cut rather than a box cut to ensure value for money, while maintaining frequent cuts to minimise leftover clippings.
• Our trees, bushes, and shrubs are managed by a separate service, and we will provide further communications regarding this service and its operations.
• We have informed customers about the expected services for this year and will conduct a mid-season check-in to ensure everything is progressing smoothly.