Visits

Our grounds contractors will visit the majority of our sites 26 times in a full year, some areas have 24 visits per year. This means they will carry out two visits per month, with approximately 15 days between each visit.

During the visits, we carry out the works below:

Summer works - April to November

• Grass cutting. We ‘cut and mulch’ to reduce green waste costs. This is an eco-friendly method of mowing where the cut grass is shredded into tiny particles which are then blown back deep into the lawn so you can’t see them. We aim to leave a tidy finish.
• Pruning of hedges and shrubs, so access routes and windows are kept clear
• Weed control
• Litter collection from all areas

We mainly work on shrub beds during winter. During the summer, we only carry out containment pruning on shrubs where it’s required. This means flowering shrubs are allowed to reach their full potential.

Winter works – November to March

• Winter pruning. This includes reducing shrubs and hedges, as well as general tidying of all areas.
• Grass edging, which means we cut the edges of the grass back to create straight edges
• Moss control. We use chemical and mechanical clearance methods to stay on top of moss growth over the winter period.
• Litter clearance from shrub borders, hedges, grass and paved areas
• Leaf clearance from shrub borders, hedges, grass and paved areas

Work not included in your standard grounds maintenance service

• Tree works. If you think that we need to carry out work on a tree/group of trees located on land we own, please fill out this form.
• Any installation works, such as installing seating, bins, plants
• Bulky waste collection. We generally recommend contacting your local council as they may have a collection service, but you can also contact the Environment Agency for advice.

All cleaning activities are carried out every two weeks as standard, at a minimum. There may be some variations to this where there is a static cleaner, or if we’ve agreed other arrangements with you for an additional service charge. Fortnightly cleaning generally consists of the following tasks:

• Vacuuming carpeted floors
• Wiping/polishing of internal glass to stairways and handrails
• Wiping/polishing air vents and any wall mounted furniture such as light switches or alarm points
• Wiping/cleaning communal door frames, doors and furniture
• Cleaning marks off the wall where possible. If marks can’t be removed, this is reported to us.
• Sweeping and mopping hard floors
• Cleaning entrance signs
• Cleaning any glass surfaces in entrance doors and windows
• Clearing advertising flyers from communal entrance areas
• Checking for rubbish in bin areas and placing rubbish in the bin
• Monthly washing of bin store areas
• Cleaning all surfaces and touch points in lifts
• Reporting of bulky waste in hallways and on site

If there is an additional cleaning issue not covered by the above, this will be reported, and then addressed as necessary.

Only external communal windows are included in this service. It includes:

• Entrance points, surrounding frames and glazing on windows and doors
• Corridor windows to stairwell and glazed walkways
• Glass and frames of external windows, as well as window ledges, where accessible

These can’t always be accessed, and bad weather such as ice, snow or strong winds may also restrict our contractors’ access.

Window cleaning for Independent Living homes

We clean all windows in Independent Living, Extra Care and Supported Living homes. We can include any conservatories or glass roof areas by arrangement.

We clean the glass and frames of external windows, and window ledges, where accessible.

These can’t always be accessed, and bad weather such as ice, snow or strong winds may also restrict our contractors’ access.

We care about the standard of the estates where our customers live and it’s our aim that every customer is proud of the place they call home. We work together with customers and partners to achieve our estate standards, which we organise into four key pillars: safe, well maintained, clean and tidy, and sustainable.

Please visit this page early next year when we’ll be sharing with you more information about the standards customers can expect to see in our Orbit communities, so that we can be held to account when it comes to achieving these.

Performance Monitoring and Key Performance Indicators

KPI 1 Quality of workmanship

A site Estate Inspection will take place within 3 working days after a visit, across a minimum of 10% of sites each month by the Contract standards Manager and the contractor themselves will self-audit 10%. Each site will be scored and measured as follows:

• Green – The site has met all aspects of the specification
• Amber – The site has met most aspects of the specification, however areas which have resulted in an amber score will be expected to be resolved on the next scheduled visit
• Red  - The site hasn’t met the specification and a rectification visit will be required within 3 working days that resolves the highlighted issues
• Within the contract no more than 20% of the sample can score amber and no more than 5% can score red.

KPI 2 Schedule Adherence

• The contractor is required to visit sites in line with the agreed quarterly schedule. Is a site is missed or cancelled the contractor is to make Orbit aware at the earliest opportunity and reschedule the visit to take place within 3 working days.

KPI 3 Rectification works 

• The contractor is required to complete rectification works within 3 working days of a site being classed as being red.

KPI 4 Complaints

• There are to be no more than 3 (2% of estates at award) complaints upheld per month. Upheld means where the complaint is investigated and the contactor is proven to be accountable for a service delivery failure.

Within our estates we have a number of communal trees (trees that are not within the boundary of individual homes) that are our responsibility to maintain and we have a specialist tree team which manages our tree maintenance programme.

We are in the process of surveying all our communal trees and aim to have them all mapped by March 2026. As and when a tree is mapped we assess whether any works are needed and within what timeframe, prioritising works based on risks and need. When this process is complete, we will have a three-year maintenance plan for all our communal trees.

We will then continue to survey the communal trees on a three-year cycle.

Find out more about tree maintenance on the Frequently Asked Questions page.

If you are aware of a tree on your estate that look dangerous and potentially poses a risk to the community, you can let us know by filling in our tree form. You can also upload photographs to the form so we can see the condition of the tree.

Tree form

Grounds Maintenance

How can I see what areas Orbit are responsible for maintaining on my estate?

If you have a communal noticeboard we’ll be displaying our estate maps on these by April 2025. Alternatively, please email EstateServices@orbit.org.uk to request a copy.

How do know when to expect gardeners, cleaners and window cleaners?

We are in the process of updating the posters on your communal noticeboard to let you know how often you can expect these visits to take place. If there is a specific day that gardeners, cleaners and window cleaners will attend, this information will also be included on the poster.

Grounds Maintenance visits generally take place fortnightly with a four week gap over the Christmas period. Cleaning is generally completed fortnightly unless you live in one our Independent Living schemes and have an increased frequency. Communal Window Cleaning is completed bi-monthly.

What happens when areas of grounds are missed, such as tucked away areas or alleyways?

We may not tend to these areas on every visit, but we check them regularly to ensure there isn’t a buildup of weed growth, leaf debris, litter or overgrown vegetation.

Who removes leaf debris from hedge cutting or grass left on footpaths after mowing?

Grass on footpaths will be removed or may be blown back onto grass areas. 

Sometimes small amounts of leaf debris will be blown back into shrub beds and hedgerows to act as a natural mulch, but in the main any excess debris will be removed.

We’ll always ensure pathways and walkways are cleared from leaf fall during our partner’s visit as a priority.

Who removes fallen leaves and leaf debris that naturally occurs in the autumn?

We aim to remove all fallen leaves on each visit during the autumn period. If there are too many leaves to take away, the leaves will be blown into piles to be removed on a future visit. Priority will be given to areas where there are footpaths, car park areas and access routes. 

Why do I see the grounds maintenance operative / cleaner on their mobile phone?

They’re required to take photos of the areas where they’ve delivered a service, so they use their mobile phones to take the photos and upload them into an app. They also log in and out of the app to record the time taken on each estate.

What happens if my estate is missed? When can I expect a service?

If your visit is missed it will be attended to within three working days of the original scheduled visits. This is set out in our partners’ service standards and contract terms.

Cleaning

What water is used for the cleaning of floors and how often is it changed?

Fresh clean water is used daily for each cleaning task. The water should be changed after a maximum of three floors, depending on size. Regular checks are carried out to ensure these instructions are followed.

Is the cleaning of mirrors and windows included in the cleaning specification, and how often are they cleaned?

The cleaning of internal communal windows is included in the cleaning specifications. They should be cleaned six times per year, although it’s expected that internal lift mirrors are cleaned each visit and windows are checked weekly and cleaned as required.

What happens if rubbish is left in the communal corridors instead of the bins?

We encourage all customers to place household waste in their household or communal bins. If you’ve got large items to dispose of, you should be able to arrange for the local authority to collect these.

When rubbish is left in communal areas, the cleaners will remove this. However, if we find large items, we’ll place a notice on the item advising customers that it must be removed, unless it’s an urgent health and safety hazard. We then arrange for our partners to remove and dispose of the items. The cost of removal is then recharged to customers via the service charge if we’re unable to identify who disposed of these items.

You can find out more about our ‘keep it clear’ policy here.

Tree Maintenance

There’s a tree on my estate that looks damaged or dangerous. How can I make Orbit aware?

If you are aware of a tree on your estate that looks dangerous and potentially poses a risk to the community, you can let us know by filling in our tree form. You can also upload photographs to the form so we can see the condition of the tree. 

What happens if the tree I am concerned about is not on Orbit Land?

You can report this directly to your local authority. If we have concerns about the safety of a tree on non-Orbit land, we will make contact with the landowner and request that it is dealt with appropriately.

Who is responsible for the tree in my garden?

Under the terms of your tenancy, any trees within individual gardens are your responsibility to maintain.

How does Orbit know if a tree has a Tree Preservation Order (TPO)?

Before completing any tree works, we check with the Local Authority to see if the tree has a TPO. Longer term, we are looking to include this information on our own tree mapping database. If a tree does have a TPO, we are required to get permission from the Local Authority before undertaking any works as the tree is protected.

A tree is taller than my house and sways in the wind. Is it safe?

To manage the risks from our trees, and in line with national guidance, we inspect each tree once every three years to make sure it is safe. Our estate workers also undertake regular checks of trees during site inspections or after strong winds.

Trees have natural movement in windy conditions, with flexing of the trunk and movement of branches.

A tree being large or tall doesn’t mean it is dangerous or more likely to fail than a smaller tree. We measure the risk of each tree based on its unique condition, health, location and any other local factors (such as soil condition) which may be an influence.

Bad weather has been predicted and I’m worried about the trees near my home. What should I do?

It is natural for trees to move in high winds and small or dead branches to fall. However, in bad weather sometimes larger branches may break off or trees may fall over.

It is important you do all you can to remain safe during bad weather. If you can, stay indoors until the storm has passed. If you do need to go outside, try not to walk under trees or through woodlands. Consider where you park your car and specifically avoid parking under the canopy of a tree.

It is incredibly rare for trees to fall onto buildings, but if you have trees close to your home and you are concerned about them falling, try to stay in rooms on the opposite side of the building and try not to sleep in rooms directly under the roof

If you see trees starting to lift out of the ground, the trunk or branches starting to split, or trees falling onto your home, you can report it by calling us.

For smaller scale damage to trees, such as fallen trees or branches in areas of open space, they can be reported via our online tree work application form.

Is there a law about the height of hedges?

Yes. Since 1 June 2005 the High Hedges Act has given neighbours of high hedges a route to resolving hedge height complaints.

If we own land a tall hedge is on, please report your concerns via our online tree work application form.

If the hedge is privately owned, please contact your local council. There may be a cost for the council to investigate your complaint.

There’s more information about high hedges on the government’s website.

What can I do about trees overhanging into my home’s boundaries?

We try to ensure a two-metre (2m) clearance from overhanging trees to residential structures (i.e. houses, garages, etc.) as part of our maintenance programme.

If the trees overhanging your boundary are within 2m of your home, garage or other building, please report this online via our application form.

We won’t cut back branches of trees overhanging a boundary but further than 2m from a residential structure unless there is a health and safety concern.

You do have the right to cut back overhanging branches to your boundary line yourself, provided the trees are not protected with a Tree Preservation Order or located in a conservation area.

You must carry out any work on the tree from your side of the boundary unless you have permission to enter your neighbour’s land.

Unless you have the tree owner’s consent, you must not remove any part of the tree on their side of the boundary, including reducing the height of the tree.

You are responsible for the full cost of the work, not the tree owner.

We recommend being careful and taking advice from a tree care professional if you are concerned.

My TV reception is being blocked by the tree(s). Can it be pruned/removed?

Tree owners don’t need to prune a tree because of inference with TV reception. In most cases, you can address the problem by relocating the aerial or dish.

A TV licence does not give the holder a guaranteed right to digital or satellite reception. There are no legal rights to TV reception in general, and therefore we cannot prune back or remove trees to improve TV reception.

An information fact sheet offering advice on how to overcome tree-related reception problems can be found on the BBC website.

A tree is interfering with my telephone line. What should I do?

If you find that your phone line is being disrupted, contact your telephone network provider, who will be able to investigate the issue further.

It is your telephone service provider’s responsibility to maintain your phone service.

Pruning is a temporary solution, and the problem may happen again when branches grow back.

The tree(s) outside my home block light to my house/ garden or are obstructing my views. Can they be removed or pruned?

In law, there is no automatic right to light, either on your land or in your home.

A right to light could potentially be established under the Prescription Act 1832 if the light entering a building has been uninterrupted for at least 20 years. This only refers to buildings and light, not to gardens and sunlight. However, the removal of light would need to be a sudden event (such as a new wall being erected) and not a gradual process over several years (such as branch growth on trees).

As with light, there is no automatic right to a view. Trees growing is part of their natural lifecycle.

While we fully appreciate this is a frustrating situation for you, we can’t carry out tree works to clear your view or to allow light to better reach your land or home.

You may be able to trim back branches if they’re overhanging on to your home boundaries. See the question around overhanging branches and home boundaries above for more information.

The leaves/seeds/sap make a mess when they fall onto the pavement. Can the trees be removed/pruned?

We have a duty of care to keep pavements in good structural repair. However, it’s the occupier’s responsibility to carry out any necessary cleaning of the pavements in front or back gardens, whether they’re ours or in private homes.

The sticky sap is often referred to as honeydew. This is a sugar solution excreted by aphids. While it doesn’t look nice, it doesn’t cause damage to paintwork. We won’t do anything to control aphids, as they are important ecologically as part of the food chain.

Tree owners don’t have an obligation to prune or fell the tree or clean cars because of sap, leaves, pollen, seeds or fruit. These are natural occurrences created by trees.

We generally won’t remove any tree unless it has a certain level of disease, decay or is causing structural damage. This must also be identified and assessed by a qualified arboriculturist.

Can you prune or remove trees as their pollen is causing hay fever or allergies?

We won’t prune or remove trees due to pollen causing hay fever or allergies.

I am concerned about tree roots damaging foundations, paving, walls, fences or drains. What should I do?

If you are an Orbit customer, please report any damage through the Customer Hub.

Our estates team will assess the damage, liaise with our insurers in the case of subsidence, and carry out remedial works if they are needed.

If you are a private homeowner and believe a tree we own is causing damage to your home, please report this via our online tree works form.

If you are a private homeowner and experiencing subsidence, this should be dealt with via your insurance company. There are nationally agreed procedures to follow to demonstrate trees are responsible for causing subsidence damage. Your insurance company will arrange for professional reports and levels monitoring to prove that the trees are the cause of the damage.

Why can’t you ‘top’ (reduce the height of the trees) outside my house?

‘Topping’ is an outdated practice that is no longer considered to be acceptable by the industry for several reasons, including:

• Topping removes so much of the tree’s canopy that it upsets the crown to root ratio temporarily, reducing its ability to make food
• Topping exposes the rest of the tree and surrounding trees and vegetation to scorching from direct sunlight, which can damage the natural physiological processes and future survival of the trees
• The large stubs and wounds caused by ‘topping’ leave the tree vulnerable to insect attack, disease and decay
• Any new shoots that grow from the cut stubs won’t be strongly attached to the tree and pose a risk to safety when they become larger and heavier
• ‘Topping’ a tree encourages rapid re-growth, often with larger leaves and denser crowns
• Some species of tree cannot cope with ‘topping’ and will die as a result.

We will only reduce the height of trees when there is a health and safety need. Any height reduction we carry out will follow industry best practice and will only be to reduce any risk the tree poses.