YOU SAID, WE DID – YOUR GROUNDS MAINTENANCE FEEDBACK IS RESULTING IN GREATER GREEN SPACES
YOU’VE been giving us some great grounds maintenance feedback as we work together with Tivoli to maintain your green spaces.
We acted on customer feedback and worked together with our National Residents Group (NRG) to review and make changes to our grounds maintenance service so it blooms into something you really love.
And it seems improvements we’re making have planted the seed for some great feedback from you as we dig in together with Tivoli to enhance your service.
It’s helping you take pride in the green spaces that give your communities that feel-good factor.
“ I am impressed with how tidy the grass is,” Suzetta said. “I think this helps the community take pride.”
“Everywhere was tidy, hedges were trimmed back which helped with views outside of the windows,” Jade.
“Perfect job – strimmed round sides cut grass also chopped the weeds,” Christopher.
“They do a good job, regularly,” Robert.
“The operative was a lovely guy, very pleasant and friendly ," Margaret.
What we’ve been doing…
We agreed a new contract with Tivoli in March 2026, which will see us continue working together with them to deliver our grounds maintenance service.
We’ve also agreed several service improvements with them – to help keep your communities looking trim throughout each year.
These include addressing issues you told us needed to improve, such as:
- Inconsistent service across our estates and communities
- Improvements needed to the quality of work in some areas
- Hedge and shrubs needed to be cut back from paths between the two planned cuts a year
- The relationship with Tivoli operatives needed to be improved
We’ve been working together with Tivoli to improve in all areas.
What you’ve said:
- Your feedback tells us overall satisfaction has increased by more than 12%, putting it at its highest level since 2023.
- You’ve also said Tivoli operatives are more polite and helpful, with a 9% increase in satisfaction levels.
- There’s been a 15% increase in how happy you are with grass and hedge cutting.
“We’re delighted to know how the changes we’re making with Tivoli are enhancing your grounds maintenance service,” Emma Robinson, Muir Assistant Director of Neighbourhoods said.
“Your feedback really does make a difference as it helps us understand what we can do better.
“We’re seeing improvements in all areas of the grounds maintenance service and it’s great to know your green spaces are giving you more of the feel-good factor.
“We’ll continue to improve so you can take pride in your green spaces.”
You can see the full 2025/26 NRG Annual Review here for more details: THE NRG ANNUAL REVIEW SHOWS HOW YOUR CUSTOMER VOICE SHAPES WHAT WE DO FOR YOU | Our Latest News | Muir Group Housing Association