An update on grounds maintenance
19 June 2026
As you may know from our update in the last edition of Talk, or through your own experiences, the grounds maintenance service provided by Just Ask Estate Services (JAES) in some areas hasn’t been on schedule and to the standard we expect, and we’re sorry if you’ve been affected by this.
At that time, we put an improvement plan in place and sent a survey to 8,000 customers to help understand current issues and views. The survey results confirmed that while some customers are satisfied with the service, many are not - the main feedback being around concerns that the works are not taking place regularly.
We’ve continued to work closely with JAES to resolve the issue and can update you on where we’re at now.
What changes have been put in place?
- The improvement plan remains in place and is monitored by us on a daily basis to ensure any issues are identified quickly. JAES sends a daily report to confirm what works have been completed and any works that have not been completed as planned, which are then prioritised
- The quality of work on site is being regularly checked by bpha colleagues, plus a team of Resident Inspectors in Bedford, Cambridge, Peterborough and Oxford. The Resident Inspectors have been with us since December, focussing on grounds maintenance and communal cleaning programmes
- We’re working with a second contractor to ensure that the overall schedule of work is met – they are on a 12-month contract, so providing long-term support
- JAES has a new management structure in place and has employed more experienced operatives
- JAES has invested in new equipment to complete works more efficiently
Is it working?
The number of complaints has reduced significantly since the plan was put in place, reflecting the improved scheduling, improved standard of work and changes made to delivering the contract.
We understand the frustration that some of you have experienced and hope this update gives you reassurance that improvements are well underway. However, we’re not complacent and the improvement plan will stay in place until we have satisfied that the service is on track. An important measurement for this is your feedback. We’ll be carrying out another large-scale survey in September to understand if you’ve seen an improvement and identify any areas where there are still issues. If you have feedback before then, or are not invited to take part in the next survey, we are keen to hear your views so please email [email protected] with your experience, good or not so positive.
