Just Ask – Cleaning & Grounds Maintenance – FAQs

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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.