We strive to maintain a high standard of service for all our customers. Here you will find important information regarding tree maintenance policies and the schedules for grounds maintenance, communal area cleaning, and window cleaning services.
This comprehensive overview will help you understand the scope of our services and what to expect in the coming year.
For customers who pay a service charge for any of the services below:
- Grounds maintenance
- Communal area cleaning
- Window cleaning
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Have your say on our communal servicesGrounds Maintenance
Below is the service you can expect from our external contractors:
| Timeline | Service Level |
|---|---|
| March 1 Visit |
• Initial grass cutting, lawn edging, litter pick, hedge pruning, weed treatments (timing of these will depend on the mildness of winter and prevailing weather conditions). |
| April to October 2 visits per month |
• Grass cutting (generally, grass cuttings will be taken off lawns, except during hot conditions) lawn edging, litter pick, hedge pruning and the application of weed killer to hard standing areas, which will normally be applied in May (this will also depend on weather conditions). • Spring flowering shrubs are pruned after flowering. The remaining shrubs are either trimmed during the growing season, or between December and February. • Carparks/hardstanding areas grass areas and shrub beds are kept tidy, by clearing leaves, litter and twigs. Weeds in shrub beds are to be kept under control using weed killer. • Borders with flower beds, such as bedding and herbaceous plants, which have been planted by residents are to be kept tidy by residents. |
| November to February 1 visit per month |
• Litter pick, hedge reductions, moss and weed treatment are applied to roadways and footpaths. • Carparks/hardstanding areas, grass areas and shrub beds are kept tidy, by clearing leaves, litter and twigs. Weeds in shrub beds are to be kept under control using weed killer. • Spring flowering shrubs are pruned after flowering. The remaining shrubs are either trimmed during the growing season, or between December and February. |
Window Cleaning
Below is the service you can expect from our external contractors:
| Item | Service Level | Frequency |
|---|---|---|
| Windows | • All windows are cleaned using water fed poles using ionised water. • Window frames and sills where accessible. • Clean all UPVC external doors and metal finish surfaces, including the underside of canopies • For any windows above canopies or roofs, clean as far as the ‘reach and wash’ system allows in line with any risk assessment. |
January to December: 1 visit per month |
| Vandalism, damage or defects | • Report any defects / damage as soon as possible. |
Note: All windows are cleaned by water fed pole due to safety advice and where possible our contractor will make every effort to clean windows behind Juliet balconies where physically possible.
Internal Cleaning
Below is the service you can expect from our external contractors:
| Item | Service Level | Frequency |
|---|---|---|
| Carpet | • Remove stains and spillages where possible • Any excessive stains or spillages should be reported to MSV before remedial action is taken. | January to December: 2x visits per month |
| Carpets & soft flooring | • Full vacuum in conjunction with a spot vacuum. | |
| Vinyl & similar hard flooring | • Damp mop in conjunction with a dust control mop. | |
| Entrance mat | • Shake, beat and vacuum. If a mat is in poor condition, it should be reported to MSV. | |
| All floor surfaces | • To be free of grime and substances throughout. This is to be done through the most appropriate vacuum or mop method for the floor surface type. | |
| Litter | • All general litter to be removed from the site, including non-bulk items, newspapers and flyers. • All bulk items should be reported to MSV. |
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| Walls & ceilings | • Spot wipe, remove any minor graffiti and marks to walls where possible. • Remove all cobwebs and insect debris on all floors. | |
| Light fittings | • Dust and dry wipe to finish • Remove any cobwebs and insect debris. |
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| Doors, doorframes, reveals and woodwork | • Damp wipe all doors, frames and reveals on all floors. | |
| Ironmongery | • Dust cloth and polish. Clean all ironmongery and buff to a shine. | |
| Internal windows | • Damp wipe all UPVC, timber and metal finish window surfaces, dry wipe to finish. • Clean the glazed elements of the windows. |
These services will continue on the same rolling repeated frequencies unless there are issues preventing this, for example poor weather, access issues, staff sickness or vehicle breakdown which could prevent them from going ahead. Where a service cannot be carried out for these reasons, this will be caught up at the nearest opportunity.
This schedule will also repeat year on year. Should there be any changes to these schedules, we will notify customers of this.
 Grounds Maintenance contractor |
 Grounds Maintenance contractor |
 Communal Cleaning & Window Cleaning contractor |
Our stance on tree works remains that only emergency works (e.g., damaging properties or posing immediate health and safety concerns) will be undertaken. High winds or storms may necessitate emergency tree removal, but these instances are rare.
Please raise any issues to ensure we provide accurate information to our customers at the first point of contact.
Tree Maintenance
Following a review of our tree maintenance services please find below guidance on this.
Following a review of our tree maintenance please find below guidance on this.
- MSV General Let Property (House): Residents who do not pay a service charge for grounds maintenance services are responsible for maintaining their gardens, and everything within them including hedges, ivy, trees and associated tree roots.
- Trees in Communal Areas (Where a service charge is paid): MSV conduct tree surveys of all trees located in communal spaces every 3 years and form a programme of works off the back of the recommendations. Any trees requiring emergency or deemed essential work will be addressed where possible and non-essential works will be completed throughout the further three years, budgets permitting. A re-survey will then occur again in 2029.
- Trees Affecting Private Properties: Private homeowners at their own cost can trim back branches or trees which are seated on MSV land which are overhanging boundary lines and obstructing light or causing other issues to their properties or gardens. This is Not the responsibility of MSV to action nor do they have any legal duty or responsibility to action such requests.
- Trees for Repairs: Trees or stumps needing removal for repairs to be undertaken to MSV properties will be managed as part of the repair by property care to ensure proper budget allocation is actioned.
- Trees Blocking Light: The law states there is no right to light. Tree works will only be performed as identified by tree surveys, following a managed, budget-dependent approach.
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If you have any queries or concerns regarding any of our services, please let us know by;
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