Your Area FAQ

Below is a list of our most frequently asked questions regarding your neighbourhood.

1. How often will you cut the grass
2. Why don’t you pick up the grass clippings
3. How often will you cut the hedges?
4. How will you keep the planted areas tidy?
5. What do you do to look after trees?
6. Will you keep paths and other areas free of weeds and moss?
7. Who is responsible for keeping the bin store areas tidy?
8. How quickly will you remove dumped rubbish?
9. How do I report a repair to shared areas or facilities?
10. How quickly will you repair lights in shared areas?
11. How often will you clean shared areas?
12. How quickly will you repair a door entry phone?
13. Do you repair shared TV aerials?
14. When will you decorate the inside shared areas such as halls and stairways?
15. How quickly will you remove graffiti?
16. What about vandalism?
17. How will I know that you are achieving what you promise?
18. What if I’m not happy with the services you provide?

1. How often will you cut the grass?

We will cut the grass 14 times between March and October (roughly every two weeks). We will not cut the grass if it is very wet, but we will come back to cut it within three days of it becoming dry.

If we damage the grass (or the ground) while we are cutting it, we will repair it within 10 days.

We will pick up any litter before we cut the grass. If we miss your grass or miss picking up litter, let us know by calling the Repairs Hotline on 0800 169 5454 or by contacting your housing officer. We will make sure we carry out the work within five working days of receiving your complaint.

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2. Why don’t you pick up the grass clippings?

We do not pick up the grass clippings (except in shared areas), but we will brush off large amounts of grass clippings that are blown onto paths or hard surfaces.

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3. How often will you cut the hedges?

We will cut the hedges twice a year, once in July or August and again in October or November. We will clear away all hedge clippings and clear rubbish from the bottom of the hedge.

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4. How will you keep the planted areas tidy?

We check planted areas every winter to make sure they are in good condition and not overgrown. If necessary, we will also prune any shrubs and clear away any litter.

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5. What do you do to look after trees?

We prune trees when they need it. If a tree needs attention (for example, thinning out branches), please let us know. We will check it within two weeks and decide what work we need to do. We will tell you what work we will do and when. We will normally carry out the work within three months. We will arrange to prune or remove a tree within 24 hours if it puts people or property at risk.

Our gardening experts advise us about work needed to trees. If we have to remove a tree, we will consult tenants and replace it if most people agree. We also have to get approval from the gas, electric and water companies.

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6. Will you keep paths and other areas free of weeds and moss?

Yes. We spray all weeds on paths, drying areas, seating areas and play areas three times a year in the spring, summer and autumn. We only use weedkillers that are not harmful to the environment or your health. We will arrange to remove moss on paths, drying areas, seating areas and play areas within 15 working days of it being reported to us.

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7. Who is responsible for keeping the bin store areas tidy?

When you put out your rubbish, please make sure you securely tie and wrap up anything that will attract cats and dogs. If the bin store is not tidy after the rubbish collectors have been, please phone the Repairs Hotline on 0800 169 5454.

The rubbish collectors will always bolt the bin store doors after they have collected the rubbish. If the doors need any repairs, our Responsive Repairs Team will carry out the work.

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8. How quickly will you remove dumped rubbish?

If you find rubbish dumped in a shared area, please let us know. We will clear it away within seven working days. If the rubbish is dangerous to you or your family (for example, broken glass), we will remove it within 24 hours. If you know who has dumped the rubbish, tell your housing officer. We will try to recover the cost of removing the rubbish from whoever dumped it. This helps keep the cost of managing your home down.

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9. How do I report a repair to shared areas or facilities?

You should report repairs to shared areas or facilities in the same way as you would report repairs to your home. How quickly we respond depends on how urgent the problem is. You can report repairs (including emergencies) by calling the Repairs Hotline on 0800 169 5454.

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10. How quickly will you repair lights in shared areas?

If lights in shared areas are not working, please let us know. We will repair inside lights within 24 hours of the problem being reported and outside lights within three working days.

We will adjust the timing on all shared lights twice a year. If they are not coming on or going off at the right time, please let us know. We will adjust inside lights within two working days and outside lights within three working days.

We also check and service all shared lights each year. If possible, we will use energy-saving bulbs.

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11. How often will you clean shared areas?

We will clean shared areas regularly. This includes entrances, hallways, stairs, landings, inside drying areas (if this applies) courtyards (if this applies) and bin stores.

Your housing officer will tell you when and how often the cleaning is carried out to your shared area.

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12. How quickly will you repair a door entry phone?

If your entry phone system is not working, report it straight away. We will repair it within 24 hours.

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13. Do you repair shared TV aerials?

If you are having a problem with your TV reception, check your TV and find out if your neighbours are having the same problem. If you think the fault is with the shared TV aerial, contact us. We will repair shared TV aerials within 24 hours.

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14. When will you decorate the inside shared areas such as halls and stairways?

We will redecorate inside shared areas when they need it. We will check the decoration inside blocks of flats every five years and repaint if necessary. If you have a concern about the shared areas inside your block, please let us know and we will check it. We will let you know what painting work we will do and when. We will consult you and your neighbours before we decide what colour to use for the painting work.

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15. How quickly will you remove graffiti?

We will remove graffiti within seven working days. We will remove any offensive graffiti (for example, racist graffiti) within 24 hours. If you see someone writing graffiti, please report it to the police and your housing officer.

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16. What about vandalism?

Vandalism is an inconvenience to everyone and it costs you money. If you see someone damaging shared areas or facilities, contact the police. If you know who it is, tell your housing officer.

We will repair any damage to shared areas that causes inconvenience or nuisance to our tenants. If the damage is dangerous, we will make it safe within 24 hours.

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17. How will I know that you are achieving what you promise?

We will check our performance against the promises we have made to you, as well as asking you what you think. Every year, we will also ask for your views on the quality of our service, and give you the chance to tell us about any problems. Our housing officers will meet with tenant representatives to discuss local issues. We will publish the results.

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18. What if I’m not happy with the services you provide?

Please talk or write to your housing officer. We will respond straight away. If we need to send you a reply in writing, we will do so within 10 working days.

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