Operational policies
These policies set expectations for planning, access, safety and aftercare. They apply across our core services: garden maintenance & seasonal tidy-ups, lawn care / renovation / turfing, and hard landscaping (patios, paths & edging).
Quoting & estimates: what affects price
We aim to quote clearly and realistically, with inclusions/exclusions stated. Most work starts with photos plus a short call; for complex patio/path works we may arrange a site visit. Quotes normally remain valid for 14 days unless material prices or disposal requirements change.
| Factor | Why it matters | How to help |
|---|---|---|
| Access & carry distance | Time and effort moving tools/materials; may require barrowing through side alleys. | Share photos of gates, steps and any tight turns. |
| Ground conditions | Clay soils, waterlogging, or hidden rubble affect digging and prep. | Tell us about prior building works or drainage issues. |
| Waste volume & disposal route | Green waste, soil, rubble and mixed waste have different disposal rules/costs. | Confirm what can stay on-site (e.g., composting) vs removed. |
| Parking & permits | Paid bays, permit zones and loading limits can add time/fees. | Advise restrictions and whether you can reserve a space. |
| Noise/time constraints | Some tasks need power tools; certain times may be unsuitable. | Let us know if neighbours, babies, or WFH schedules affect timing. |
What a quote usually includes (and what it doesn’t)
Included (when specified): labour, standard tools, agreed materials, tidy-up, and removal of agreed waste streams.
Not included unless agreed: structural engineering, major tree works, asbestos handling, hazardous waste, and repairs to hidden services (pipes/cables) encountered during digging.
If you’re unsure whether your job counts as “hard landscaping” or “maintenance”, send the details via Contacts and we’ll route it properly.
Process (how a typical job runs)
- Enquiry: you contact us via Contacts with photos, postcode and goals.
- Clarifying questions: we confirm scope, access, and any constraints (parking, pets, noise, timings).
- Estimate/quote: we provide a written quote or range with assumptions and disposal approach.
- Scheduling: we propose dates, expected duration, and “weather windows” for outdoor tasks.
- Pre-start checklist: you confirm access, water/power availability (if needed), and where waste can be staged.
- On-site set-up: we protect key routes (where practical), confirm boundaries, and agree a daily tidy area.
- Work delivery: we complete tasks per scope; any variations are discussed before proceeding.
- Waste handling: we separate streams (green waste/soil/rubble/mixed) as agreed and arrange removal.
- Handover: you walk through outcomes; we share aftercare notes (especially lawns/turfing).
- Payment & close: invoice is issued; receipts can be provided on request.
Scheduling, arrival windows & access
Our working hours are typically Monday–Friday 08:00–18:00 and Saturday 09:00–14:00 (Sunday closed). We’ll provide an arrival window rather than an exact minute, particularly on multi-stop maintenance days. If you will not be home, we can work with pre-agreed access and instructions—please confirm gates, keys, alarms, and any “do not enter” areas.
If we cannot access the garden at the agreed time and no alternative is arranged, the visit may be treated as a late cancellation (see Cancellations).
Weather policies (rain, frost, heat)
Outdoor work is weather-dependent. Light rain rarely stops maintenance, but heavy rain can cause damage (rutting lawns, compacting soil) and unsafe cutting conditions. Frost and waterlogged ground affect digging, levelling and laying materials; high heat affects turfing and newly seeded lawns.
How we handle weather-driven changes
We pause or reschedule when proceeding would likely reduce the quality of the outcome or increase risk.
We protect surfaces where reasonable (boards/mats), but some gardens can’t be accessed without impact in wet spells.
We’ll prioritise time-critical tasks (e.g., securing loose edging) when a full plan can’t be completed safely.
Waste handling & cleanliness
We aim to leave the site tidy and safe at the end of each day. Waste is handled according to the agreed scope: either retained on-site (e.g., composting green waste where suitable) or removed via licensed disposal routes. We separate waste types when practicable because mixed loads cost more to process.
Common waste streams
- Green waste (prunings, leaves, grass)
- Soil/turf
- Rubble (broken slabs, concrete)
- Mixed waste (only when unavoidable)
If you have council bins
In Bromley, household garden bins have capacity and contamination rules. We generally do not rely on your bins unless agreed in advance, as filling them can affect your normal collections. If you’d like to use your bin(s), tell us before the visit so we can plan volumes.
Service area & local Bromley/London nuances
We’re based in Bromley (BR1 3QH) and primarily serve the London Borough of Bromley and nearby South East London postcodes, subject to workload and job size. When you enquire, please include your postcode and whether your property is a house, terrace, flat, or communal site.
Local considerations we plan around (examples)
- Parking restrictions & permits: controlled parking zones and pay-by-phone bays can add time; please flag restrictions early.
- Narrow mews/terraces: limited turning space affects deliveries and waste collection; we may need smaller loads.
- Access through side passages: typical Bromley side gates can be tight; we need widths for wheelbarrows and slabs.
- Communal gardens: we may need written approval from the managing agent/freeholder and confirmed access routes.
- Noise awareness: we schedule noisy cutting/compacting with consideration for neighbours and reasonable hours.
- Waste rules: some sites can’t place bulk bags on pavements without causing obstruction; we’ll agree a staging spot.
- Water availability: turfing/overseeding needs watering; if no outdoor tap is available, we must plan alternatives.
Safeguarding, pets, and on-site safety
We work in family gardens and take a practical safeguarding approach. Please keep children away from the work zone and inform us of any vulnerabilities or site rules. Pets should be secured indoors or in a separate area; gates may be open during materials handling.
We do not enter your home unless explicitly agreed (e.g., to access a rear garden through a hallway). If access requires passing through the home, please clear fragile items and provide a safe path.
Cancellations & rescheduling
If you need to change a booking, contact us as soon as possible via Contacts. For short-notice cancellations we may charge for committed time (and any non-returnable materials) because the slot may be difficult to refill. Weather-related postponements are handled separately (see Weather) and we’ll propose the next practical date.
Recommended notice periods
Maintenance visits: aim for 48+ hours’ notice to reschedule cleanly.
Hard landscaping dates: aim for 5+ days’ notice due to materials and waste bookings.
Same-day issues: if access/parking suddenly changes, call promptly so we can adjust arrival or tool load-out.
Payments, deposits & receipts
Payment terms are confirmed in writing at booking. Smaller maintenance jobs are usually payable on completion. Larger jobs (especially patios/paths/edging) may require a deposit to confirm dates and secure materials, with the balance due upon completion (or in stages for multi-day work). If you need an invoice addressed to a company or require a purchase order reference, tell us before the job starts.
Complaints & appeals
If something hasn’t met the agreed scope, tell us promptly so we can put it right. We treat complaints seriously and aim for fair, evidence-based outcomes. An “appeal” is a request to review a decision after we’ve responded.
Where to write
Email: [email protected]
Or use the form on Contacts (select “Complaint/issue”).
If you need to post documents, request the postal address via email first to ensure safe receipt.
What to include
- Your name, address, and best contact number
- Date(s) of work and which service (maintenance/lawns/hard landscaping)
- Original quote or agreed scope (attach if possible)
- Clear description of the issue and what outcome you want
- Photos/videos (wide shot + close-up), and any relevant measurements
- Any site constraints that affected work (access, parking, weather)
| Stage | Our target timeline | What happens |
|---|---|---|
| Acknowledgement | Within 2 working days | We confirm receipt and request any missing details. |
| Initial review | Within 7 working days | We assess evidence, scope and constraints; we may propose a site visit. |
| Resolution plan | Within 14 working days | We offer a remedy (redo/repair/adjustment) or explain why the scope was met. |
| Appeal (if requested) | Within 10 working days | A second review of the decision, considering any new evidence. |
To keep things efficient, please avoid changing the requested outcome mid-way; if your goal changes (for example from “repair” to “full rebuild”), we may need to treat it as a new quote. For urgent safety concerns (loose slabs, sharp debris), mention “URGENT” in the subject line and call via our contact page.
Need clarification before booking?
Send photos, postcode and preferred dates. We’ll advise on scope, access planning and the most practical service route.