Reporting an issue with my Grounds Maintenance or Cleaning Services

​ We’re sorry to hear that you are not happy with our Grounds Maintenance or Cleaning Services.

To complete this form, you will need your Stonewater Customer Number and a photo demonstrating the issue. 
Please check our Grounds Maintenance service standards here before you make a report. This photobook gives examples of what we think 'good' and 'bad' service looks like.

This webpage is to report routine issues with your grounds maintenance and cleaning services. If you have concerns about fly tipped items, graffiti, or other major incidents which are outside of our standard contract, please let us know here.

Greenoak customers can also submit a report using this webpage. 

If you have already reported this issue over the phone or by email to us in the past 2 weeks, please don’t use this form to report it again. Please be reassured that our team is working on it, and duplicate reports can slow down our systems.

Please do not use this webpage to report immediate health and safety hazards - eg. bodily fluids, dangerous materials or fire hazards. Please report these by calling us on 01202 319 119 so they can be resolved by the right team as quickly as possible.

Complete the form

What is your Stonewater account reference number? *** You can find your account reference on any account statements we've sent to you in the post. Your account reference is the first set of numbers before the /
What is your first name? **
What is your surname? **
Please confirm the best email address for us to contact you on regarding this matter ** We will send you updates that we receive and request feedback regarding your report
Please confirm the first line of your address ** Please include your road name and/or block number
Please confirm your postcode **
Type of issue * If you are reporting two separate issues, please submit two separate forms. Ground maintenance Cleaning
Are you reporting concerns about trees where you live? * Are you reporting concerns about trees where you live? NoAre you reporting concerns about trees where you live? Yes
We have a routine maintenance programme for our trees. However, if you notice a tree that is diseased, dying, dangerous or causing a nuisance, please let us know about it. Stonewater is responsible for the maintenance of trees in communal areas in our neighbourhoods. If the tree is on someone else’s land, please contact the landowner with your concerns. Trees in our customers' individual gardens are their responsibility to maintain. The tree is on communal Stonewater land, and it is diseased, dying, dangerous or causing a nuisance. The tree is in my garden or on someone else’s land.
Please tell us about the issue with the tree(s) * We can’t take your enquiry forward without this information. Please be as specific as possible – eg. ‘A large branch is hanging off the tree’.
Where in your neighbourhood is the issue with the tree(s)? * Please be as specific as possible. For example 'by the play park', or 'near the bin storage area'.
What work has not been done? * Please be as specific as possible. For example, 'the grass has not been cut'. Please note that our gardeners will not be collecting grass clippings, these will be left on the lawn to mulch. If they are being left in big piles, please let us know.
Where in your neighbourhood has the work not taken place? * Please be as specific as possible. For example 'by the play park', or 'the ground floor communal corridor'. Please note that we do not maintain customers' gardens, including their front lawns. Your garden is your responsibility to maintain.
If you know it, please provide the 'what3words' of the location of your report using this website: https://what3words.com * This can help our contractors make sure they are looking into the right issue on site, especially if it is not be directly near your property.
When did the contractors last visit the area of concern? Please note that if there was bad weather when contractors last visited your site they may have been unable to complete work to our usual standards. They will finish when they next visit. Last 5 working days Last fortnight Last month Last 6 weeks More than 6 weeks ago Not sure
Is there any other information you think we need to know to put things right? *
Do you acknowledge Stonewaters privacy policy? * I acknowledge that my interaction with this platform involves the generation of personal information, which is subject to data protection legislation. We prioritize the privacy and security of your information. Please review the details provided in the Privacy Policy to understand how we handle your personal data. By ticking the below box, you confirm that you have read and agree to the processing of your personal information, ensuring that you stay informed and feel confident in providing us with your data.

Please upload an image clearly identifying the issue.

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