Estate Services
We know that keeping your community a clean and tidy place to live is important to you, which is why, in some areas, we employ contractors to help.
Contractors help with work such as:
- Cleaning in internal and external communal areas
- Leaf and litter collection
- Removing low-level fly tipping
- General caretaking jobs, such as changing communal light bulbs
- Grass cutting
- Hedge and shrub maintenance
If you do receive any of these services, then you’ll pay to help us cover these costs. Legally we’re not allowed to make any money from these charges, and whatever you pay will be calculated based on the services you receive.
To help keep your service charges fair and as low as possible, the service we provide to you is designed to help maintain the area you live in and not to provide specialist services such as gardening.
How do we choose which contractors we work with?
We go through a rigorous procurement process to appoint contractors who can provide the services we expect. This is different based on where you live, but we work closely with all of our contractors to make sure we’re doing what we say we will.
This includes our contractors logging photos of their work via an online portal so that we can check it after every visit. If you feel like you’re not receiving the services that you pay for, then we’ll listen to you and feed this back directly to our contractors.
What if I don't get the services I pay for?
If you’re not happy with the services you’re receiving, then you can let us know and we’ll look into it for you. You can do this by contacting us in the usual ways and we will investigate straight away by checking with our contractors.
The best way to let us know about your services not being provided is to email any photos you have to customers@stonewater.org so we can see what’s happened and do what we can to put it right.