Helping us improve our Grounds Maintenance
Thanks again to the 260+ customers who took the time earlier this year to tell us about their experience of our Grounds Maintenance service.
Customers have told us that they are still unsure about what the Grounds Maintenance Service is, what should be happening and when, and what and who to contact if something is missed or there’s a problem.
Grounds Maintenance is an important service for many of our customers and is paid for through service charges in some areas, as well as rent.
Based on your feedback we’ve looked at how we can improve the way we communicate including letting you know what you can expect from the service, providing information about the service and how to get in touch if there are any issues.
Some of the things we’ve introduced in response to feedback include:
- A dedicated new grounds maintenance page on our website where you can find all the information you need about the service. This includes answers to the Frequently Asked Questions on all the areas you told us were most important about the service.
- A contact form on the new web page where customers can submit their grounds maintenance enquiries directly to the team.
- Printed z-cards including information for customers and colleagues on the service.
- An emailer with information on the new web page and information to all customers who receive a grounds maintenance service, with information available for non-digital customers.
- An updated grounds maintenance calendar to make it clearer about what work should be done and when. We’ve made sure this has gone out to everyone who receives the service.
Thanks to your invaluable input, we’ve been able to significantly reduce the number of general grounds maintenance enquiries into our customer services teams, while the contact form has allowed our team to respond quickly to any issues you may have.
Commenting on the input from customers over the past few months, Paul Sanderson, our Head of Facilities & Estates Management, said:
“The team is committed to improving the service we provide, keeping your communal green spaces looking good for the benefit of our customers and the wider community. Your feedback is an important part of informing this commitment to continuous improvement, and we encourage all customers to get in touch through the web form on our Grounds Maintenance web page if you’ve any queries or issues.”