Complaints Procedure for Garden Maintenance Blackfriars

Purpose: This document explains how Garden Maintenance Blackfriars and its garden upkeep teams handle concerns about our gardening and maintenance services. It sets out a clear, fair and timely process so clients and property managers can raise issues about lawn care, hedge trimming, planting, and general landscape maintenance. Our aim is to resolve complaints effectively while learning from each experience to improve future garden care and maintenance services.

Scope: This complaints procedure covers all routine and one-off garden maintenance activities delivered by our crews, including scheduled maintenance visits, seasonal work and reactive repairs. It does not replace contractual terms but works alongside them to ensure service quality and accountability across the service area.

Principles: We treat every concern with respect, impartiality and confidentiality. Complaints are handled promptly and without charge. Our process is designed to be accessible, with every complainant receiving acknowledgement and information about the next steps. We encourage early contact so issues can be rectified quickly and Garden Maintenance Blackfriars teams can respond to any safety or environmental matters.

How to Raise a Concern

To make a complaint about garden care at a property we service, provide a clear description of the problem, the location, and the date of the service in question. Offer any relevant photos or records, such as service notes or scheduled visit dates. While we do not require formal evidence, supporting details help our inspection teams identify root causes and determine appropriate corrective action.

Initial Response: We will acknowledge a complaint within three business days. The acknowledgement will include the name of the person handling the case and an estimated timescale for investigation. Wherever possible, we aim to arrange an inspection of the area within a reasonable period to assess the issue directly and decide on remedial steps.

What We Will Investigate

• Quality of work (e.g., trimming, mowing, planting)
• Missed visits or scheduling problems
• Health and safety concerns arising from our work
• Damage to property attributable to our teams
• Communication issues with crew members or supervisors

Investigation and Resolution

Investigation: After acknowledgement, our supervisor will review the complaint, consult job records and, when necessary, visit the site. The investigation will consider whether industry standards for garden maintenance were followed and whether any external factors (weather, pre-existing conditions) contributed to the issue. Our objective assessment is shared with the complainant in plain language.

Resolution Options: Depending on findings, solutions may include redoing the work at no additional charge, offering a partial credit or providing a written explanation and measures to avoid recurrence. We will set clear timescales for any remedial action and confirm completion when the agreed work is finished. If immediate action is needed for safety reasons, we prioritise those steps above administrative review.

Escalation: If a complainant is dissatisfied with the initial outcome, the case may be escalated to a senior manager for further review. Escalation is a structured second stage that re-examines the evidence and the original decision. The escalated review will be completed within a defined period and provide a conclusive written response describing any additional steps taken.

Recordkeeping and Continuous Improvement

Documentation: All complaints and the outcomes are logged in our internal quality system for audit and training purposes. Records include the complaint summary, investigation notes, photographs where applicable, corrective actions taken and final correspondence. We retain these records in line with privacy and regulatory obligations to ensure transparency and accountability.

Learning from Complaints: Complaints are a vital source of information for improving our maintenance services. We review trends across locations and service types to update practices, refine staff training and enhance operational guidelines. Regular team briefings and targeted refresher training help prevent repeating errors and raise standards across our garden maintenance provision.

Final Notes: We aim to resolve every concern with professionalism and fairness. By following this complaints procedure, Garden Maintenance Blackfriars ensures issues are addressed, resolved and used to make long-term improvements to garden care and maintenance services. Complainants will receive clear, timely updates and a documented outcome. Our approach balances swift corrective action with considered investigation to maintain trust and quality across our service area.