Property, caretaking and estate services

Our in-house team, Westward Property Services (WPS), works alongside our main repairs contractor, MD Group, to ensure your home is safe, well maintained and comfortable.

Repairs and maintenance

  • 24/7 Repairs : You can request repairs anytime through your MyAccount or contact our out-of-hours service if it's the weekend.

  • Our team: WPS includes around 60 local tradespeople, such as masons, carpenters and heating engineers.

  • Our partner: MD Group provides additional repairs services in parts of Devon and Cornwall.

NICEIC   OFTEC   Positive about Disabled People   Chas   Gas Safe

Caretaking and estate services

Our community estates team ensures that communal areas are clean, safe, and well maintained. Their duties include:

  • Litter picking

  • Removing graffiti and fly tipped items

  • Sweeping and weeding paths

  • Replacing bulbs

  • Conducting health and safety checks

We aim to:

  • Visit estates at least once every 3 months and apartment blocks at least once a month.

  • Take timely action to keep estates clean and tidy.

  • Recycle any waste we can from work on your estates.

 

Image of our community estates team working on an estate

Grounds maintenance and communal cleaning

We have contractors who carry out gardening, cleaning and window cleaning. For details of which contractor will carry out work in your area, please ask.

Reporting a maintenance or caretaking issue

If you notice something that needs fixing or a caretaking issue on your estate, here’s how you can get in touch:

1. Online

  • Use MyAccount to report repairs 24/7

  • Fill in this form to report issues directly to our team.

2. By phone

  • Call 0300 100 1010 to speak to our Hub team during office hours.

  • Out of hours (evenings, weekends, holidays), emergency repairs are still available via this number.

3. By email

4. Text

  • You can also send a text to 07990 536536 with the same details.

What happens next?

  • We will acknowledge your report and let you know the target timescale for completing the work.

  • If your issue is urgent (like a health and safety hazard), it will be prioritised according to our service targets (see service targets below)

Service standards: estate services

We will:

  1. Visit your estate at least once every 3 months and apartment blocks at least once every month to check that they are safe and well-maintained. 
  2. Take appropriate and timely action where we can, to keep estates clean and tidy. 
  3. Aim to recycle any waste we can from work on your estates.

We ask you to:

  1. Keep your gardens and communal areas clean, tidy and safe. 
  2. Report communal repairs and other issues to us promptly to help us to keep you safe. 
  3. Work with us to keep your estates and neighbourhoods safe. 

Service targets

We aim to address issues promptly:

  • Within 24 hours: Removal of needles and syringes, offensive graffiti or broken glass.

  • Within 7 days: Removal of non-offensive graffiti or fly tipped items, cutting back overhanging branches, removal of moss when it's a safety issue or replenishing grit bins (if applicable).

  • Within 20 days: Weeding, putting up signs, removing moss or litter picking.

  • Within 30 days: Sweeping car parks and pathways, jet-washing, installing and re-staining benches and non-urgent moss removal.