As you may be aware, Hexagon has entered into a new partnership with Just Ask who are now providing communal cleaning and grounds maintenance services across Hexagon’s sites.
The contract is for five years, with the option for extension of up to three further years.
We have created this page to provide answers to frequently asked questions and hope residents find this is useful. We will update the questions regularly so please do check in.
Hexagon’s contracts with Clean Green and Clean Scapes ended on 31 May 2023. Prior to these contracts ending, Hexagon undertook a procurement process to find a new contactor to provide our Cleaning and Grounds Maintenance Services.
Just Ask began operating in 1972 as a window cleaning company. In 2008 they won their first large contract for Reading Council. Since then, Just Ask have continued to grow, working across 20 different counties within the UK, specialising in Social Housing. For more information, please visit their website www.nexgengroup.uk.
Hexagon employed a specialist procurement consultant, Faithorn Farrell Timms LLP (FFT), to assist us in this process.
On 17 November 2022, FFT placed an advert on the My Tenders website and received 14 submissions. Six candidates were shortlisted and moved through to the next stage of the process, which was evaluation.
The candidates were evaluated on a number of areas;
- General Compliance
- Form of Tender (meeting our requirements)
- Price and Technical questions
Each of these sections obtained a score. Just Ask scored highest across both Lots (Cleaning and Grounds Maintenance)
Yes, we worked with a number of residents throughout the process, including at the shortlisting, evaluation and interviewing stages.
Just Ask will be attending most sites once per week. The checklist on the noticeboard includes the frequency (weekly, fortnightly, or monthly).
Yes, this is possible, subject to Hexagon completing a consultation with all affected residents.
Please note, increases in frequencies will mean an increase in service charge. A reduction, or removal of the service(s) will mean residents would be responsible for the cleaning and/or grounds maintenance, as well as a reduction or removal of service charge(s).
If this is something you would like to explore, you can contact Hexagon’s Customer Service Centre on 020 3746 8500 or via email hexagon@justaskservices.co.uk
Each block has a checklist placed on the noticeboard which lists all the specific tasks. The Just Ask operative tick these off once completed. Examples of items cleaned on a weekly basis are;
- Removal of cobwebs from entrance, external lights and doors
- Sweep/vacuum floors
- Clean internal windows
- Wipe down door entry systems and noticeboards
- Remove scuff marks from walls
- Dust/Clean handrails
- Dust/clean/mop lifts
- Sweep and disinfect bin store
- Remove refuse bags and place in bins.
Each site can vary but typically the following tasks are undertaken as part of Grounds Maintenance;
- Litter picking and sweeping
- Grass Cutting and Maintenance
- Edging
- Grass Reseeding / Turfing
- Supply of Planting Material (mainly shrubs and roses)
- Shrub and Rose bush Maintenance
- Hedge Maintenance
- Application of pesticides, as required and in accordance with the appropriate legislation.
- Trees – the lifting of trees to facilitate ease of maintenance when undertaking horticultural operations and emergency works
- Snow Clearing and Gritting
Grounds maintenance tasks associated with the maintenance of children’s play areas.
We are compiling a list of sites that do not currently have a noticeboard and will issue communications with those residents via email or letter.
Residents can provide feedback directly to Just Ask by contacting them on 020 3746 8500 or via email hexagon@justaskservices.co.uk. Residents can also continue to provide feedback to Hexagon directly by contacting Customer Services Centre on 020 8778 6699 or via email customer_desk@hexagon.org.uk.
Residents should contact the local authority to report a missed collection. Most local authorities have a dedicated page on their website explaining how you can log this.
If your bins need to be moved to the roadside, or another part of the scheme to facilitate collection, Just Ask will continue to do this. If this is missed, please contact Hexagon’s Customer Services Centre on 020 8778 6699 or email customer_desk@hexagon.org.uk.
Just Ask Cleaning Teams report bulk waste directly to Hexagon Estate Services Team. We then arrange for its removal. We aim to remove all bulk waste within five working days of notification.
Those residents that pay a service charge for Cleaning and Grounds Maintenance will see an increase in the costs.
Our previous contractors’ costs were low, however, they were unable to deliver an adequate service which resulted in poor performance and widespread resident dissatisfaction.
We are confident the services delivered by Just Ask are value for money and will achieve the required standards.
Yes, adjustments will be made as part of the end of year accounting process. Any refunds will be applied in the form of an adjustment which you will be able to see on your end of year account statement.
Signing in sheets – Both Just Ask Operatives and Hexagon’s Neighbourhood Officers are required to complete a signing in sheet each time they attend site. The sheets are placed on the noticeboard(s) and provide inspection scores and feedback to residents. Any issues found will be noted so you can see we have noted it and will take action.
Data led increased frequencies of Estate Inspections undertaken by Neighbourhood Officers – Hexagon’s Estate Services Team review the performance of each site based on the Estate Inspection Score. This data is then used to determine the frequency of Estate Inspections.
We now operate a traffic light system. Red or underperforming sites will be inspected monthly, until standards improve. Amber sites will be inspected bi-monthly, again, and green sites, once per quarter. This system allows us to focus our efforts on underperforming sites to ensure standards improve quickly. We review the frequencies each quarter and adjust as necessary.
Digital Improvements – All Just Ask operatives are required to take before and after pictures of their work and upload them to Just Ask’s portal before leaving site. Hexagon have real time access to this data which allows us to easily review the works undertaken remotely if any queries are received.
Rectification Notices – Hexagon will serve a rectification notice if a service or failure is identified. Once a rectification notice has been served, Just Ask have either 24hrs or five working days to reattend and resolve the issue. Rectification Notices are then tracked and monitored via the Estate Services Contract Monitors, and at the Monthly Contract’s Meeting.
Improved partnership working to assist us in tackling Anti-Social Behaviour – Partnership working is key to addressing anti-social behaviour quickly. If the cleaners notice evidence of anti-social behaviour, or receive reports via residents, they are able to communicate this immediately to Hexagon.
Key Performance Indicators – We have clear and measurable performance indicators built into the contract. These are monitored closely each month as part of the monthly contracts meetings and we will be making these available on our website for residents to review.
Inspection and Escalation – Dissatisfaction is escalated to the dedicated Contract Manager Antonio who will inspect the site and review the operative’s work.
Immediate Rectification – In the event of any issues of inadequate quality, on receiving notification, operatives will re-attend
Rapid Recovery Service – This can include additional cleans to immediately raise service levels or a deep cleaning program to improve standards.
Performance Improvement – Contract Manager Antonio and the Supervisor will advise the operative responsible on how to improve. This may involve additional training and mentoring.
Increased Inspections – To validate improvements and ensure no recurrent issues in future.
Resident Review – Just Ask will carry out a follow up review with Hexagon’s Estate Services Contract Monitors and residents to ensure a satisfactory outcome.
Hexagon will be undertaking satisfaction surveys with all residents who receive services via Just Ask, each quarter, starting in May 2024. We encourage all residents to participate as your feedback, both positive and negative is invaluable and will help us to continue to shape and improve services.
As part of the new contract, Just Ask are required to undertake work that is of social value to Hexagon, residents, and the local communities. This can involve initiatives such as training, employment and one-off projects such as landscaping.
We are still working to shape the social value offering but will publish further information shortly.
