Frequently Asked Questions

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Customer service is the single biggest service we provide at Trustgreen and we’ve tried to make it as quick and easy as possible to access the answers to your questions.

If you can’t find what you are looking for below, please get in touch and a member of our team will be more than happy to help.

Please treat our team with respect – we are here to help you.

 

General

Trustgreen are one of the UK’s market leaders in Open Space Management. We have been appointed by your house builder to look after the landscape environment on your development, known as managed areas. These could include areas of grass, soft and hard landscaping, public open space footpaths, public open space fencing and gates, street furniture, litter and dog bins, and entrance features not maintained by your local authority.

As a condition of the planning consent submitted prior to the commencement of your development, your house builder worked closely with the local authority to ensure that you were provided with valuable amenity land to enjoy alongside your new home. During this process, Trustgreen were appointed as the management company responsible for providing this service and taking responsibility for the associated obligations.

When you purchased your property, the house builder sales team should have informed you of the Management Fee and that you are responsible for paying it.

The Annual Management Fee is based on the annual costs required to manage and maintain your development. A full breakdown of these costs is identified within our Fee Matrix, detailing how the individual activities have been allocated. A breakdown of the annual costs is provided in our Fee Matrix each year. This is based on the individual features on site.

We are sorry to hear that you are dissatisifed and would like to raise a complaint. In the first instance, please make contact with our Customer Care team at customer.care@trustgreen.com, providing your full TG number and an overview of your areas of concern. We will work with you to investigate these areas and support in finding a quick an effective resolution.
Should you still require a formal complaint process, our complaints procedure can be found here.

My Account

This can be done by emailing legal@trustgreen.com with the TG reference and the details that need to be amended. If you would like to change the name on your account, you will need to provide proof of your name change (e.g. a marriage certificate). We recommend including this in your original email to help speed the process along.
Changes to contact details (emails, telephone numbers, etc.) can be completed by our Customer Care team. Simply email customer.care@trustgreen.com with any details you wish to change.

Your details have been provided as part of your home purchase from the house builder and your solicitor, if any details are incorrect please email legal@trustgreen.com and our team can investigate this for you.

You will find your TG reference number on the top of your introduction letter and invoice. If you cannot locate this, our team can support in supplying this to you. To do this, please send an email to customer.care@trustgreen.com, along with your name and full address details.

Invoices & Payments

Our Fee Matrix is based on the budget for the management and maintenance of the amenity land for the next 12 months. At the end of each year, we will be able to provide you with a set of abbreviated accounts confirming the monies spent.
– ‘Administration’ covers the day-to-day running of the estate, including access to 24/7 customer care and our dedicated in-house teams, as well as an allocated Estates Manager for your development. This also covers auditing and account services, as well as smaller administrative expenses such as resident letters and communications.
– ‘Expenses’ on sites are costs that fall outside of routine maintenance. Examples of such costs include annual health and safety reports. Should a play area or MUGA be present within your development, all aspects of ROSPA inspections are covered, including visual inspections, quarterly operational inspections, and annual inspections.
– ‘Insurance’ protects the estate against key risks, including employers’ liability insurance, where needed to cover workers on site, and public liability insurance to cover incidents in communal areas.
– ‘The Reserve Fund’ is in place to cover necessary maintenance costs for any unexpected or additional required works. Any monies not spent at the end of each maintenance period are held within the Reserve Fund. Examples of such costs include play area replacement, fencing replacement, tree and planting failure, and fly-tipping removal.

We will issue you with an invoice for your annual management fee. There are several ways to pay, including credit/debit card payment, Bacs (via your online banking facility), by cheque, by standing order, or by Direct Debit.

You can make a credit or debit card payment here, where you will also find further details on how to make a payment.

Please remember to use your unique TG reference number, which can be found at the top of your introduction letter and invoice.

If you would like to set up a Direct Debit, please complete and return the Direct Debit form that arrives with your letter and invoice. You can send this back via the prepaid envelope supplied. Additional Direct Debit forms can be requested by sending an email to accounts@trustgreen.com
If you would like to cancel a Direct Debit, this can also be done by sending an email to accounts@trustgreen.com or, alternatively, by contacting your bank.

Yes, you can choose to pay all at once or by instalments. Please contact our accounts team via accounts@trustgreen.com to discuss a payment plan.

The Annual Management Fee is linked to the RPI index, meaning it may increase if required in line with inflation and if the costs of the contractors increase. Fees can also increase if we have taken on more maintenance areas or additional amenities to look after. If this is the case, we will supply an updated site map and further information to support the invoice.

Please email accounts@trustgreen.com and our Accounts department can investigate this for you.

Trustgreen will provide you with an invoice so that you have a record of what your payments are for. You should also receive a statement showing your balance with the payment applied.

Please email accounts@trustgreen.com and our Accounts department can investigate this for you.

If you are struggling to pay your bill, please get in contact with our accounts team at accounts@trustgreen.com to discuss this.

All homeowners are obligated through their title deeds to pay the Annual Management Fee. We are committed to supporting residents through our payment options, but if payment is not made, this could result in additional fees being added.

When selling your property, a Sales Pack is now a legal requirement to sell your property, which will include proof that your account balance has been cleared with your management company (in this instance, Trustgreen). Once your balance is cleared, you will be issued with an FME1 or LPE1 form, which is a form of legal documentation that allows you to proceed with your house sale.

Selling My Home

Yes, however your solicitor will communicate with us directly. Please advise your solicitor that you pay an annual service charge to Trustgreen and provide them with our Sales and Purchases contact information so they can liaise with us directly: salesandpurchases@trustgreen.com

You can also enquire for a sales pack here.

It is usually your solicitor who will request this from us, but if you’re looking to purchase your own sellers pack, you can do so here.

Our Standard Sales Packs may take up to 10 working days to be completed upon receipt of payment. Our Express Sales Pack option will take up to 2 working days to be issued via email.

Whilst not a legal requirement, it is considered best practice and will usually be a requirement of the solicitor/conveyancer to facilitate full transparency in any transaction. The Sales Pack includes an FME1 or LPE1 form, which is a form of legal documentation that confirms what we do on site, previous year account history, insurance documents, etc.

Please email salesandpurchases@trustgreen.com, and our Sales & Purchases department can investigate this for you.

Maintenance

Each housing development has different managed areas and will be maintained in line with approved landscaping plans. The generic maintenance work we are responsible for involves mowing/strimming grassed areas, shrub and tree pruning, litter picking carried out during each site visit, and weed spraying (where necessary).

We will also carry out an annual inspection of the key features within your development, and these will form part of our annual health and safety report. If you have any specific questions regarding your estate, then please contact our Customer Care team at Customer.care@trustgreen.com, who will be able to assist you further.

The areas of open space that we are responsible for on your site can be identified via the site plan provided within your Welcome Pack. Should you misplace this or require a new copy, please email customer.care@trustgreen.com, who can assist you further.

Trustgreen carry out a comprehensive, year-round service, typically based on 20 site visits per annum, although this may differ for each development. There are no set dates for inspections or maintenance visits, as there are external factors which may affect this, such as weather.

As an environmentally responsible company, we will always strive to use non-glyphosate-based weedkillers where possible. These are made of naturally occurring ingredients and are less toxic to the wider environment. We feel that this offers a conscientious solution to the management of unwanted vegetation. However, residents should be aware that these products are initially not always as effective as the more toxic alternatives commonly used and, therefore, may require subsequent applications.

Individual residents are unable to purchase specific areas of managed land. This is because the areas have been deemed as Public Open Space through the planning approval process by your local authority, and the use is designated for all.

Individuals should not make changes to the public open space. A landscape management plan has been designed and approved by the local authority through the planning process, and this sets out how the area should be managed and maintained in the best interests of the residents and the environment.

Please make contact with our Customer Care team at customer.care@trustgreen.com to report any damage. Make sure to quote your TG reference number. We advise looking at your site map ahead of contacting us to ensure that it is within our managed area plan. If you are unsure how to do this, our Customer Care team will be able to support.

It would be extremely beneficial if you can provide as much information as possible regarding the location and condition, including photographs where relevant.

If you feel something requires urgent attention due to a health and safety concern (e.g. play areas), please contact our emergency contact telephone on 0845 544 2924.

We advise looking at your site map ahead of contacting us to ensure it is within our managed area plan. If you are unsure how to do this, our Customer Care team will be able to support. Please contact our Customer Care team at customer.care@trustgreen.com, being sure to also include your TG reference number.
It would be extremely beneficial if you can provide as much information as possible regarding the location and condition, including photographs where relevant.

In the event of flooding, please ensure your local authority are updated where appropriate, the Environment Agency also have a 24/7 emergency helpline 0800 80 70 60. In a life-threatening flooding situation, please call 999.
Please also make contact with our team via the customer care email address, customer.care@trustgreen.com.
If you feel flooding requires immediate action, please contact our emergency contact telephone on 0845 544 2924.

We are sorry to hear that you are dissatisfied with the maintenance on your site. Please contact our Customer Care team at customer.care@trustgreen.com, providing your full TG reference number and an overview of your areas of concern. We will work with you to investigate these areas and ensure that you always receive a high standard of maintenance.

We advise looking at your site map ahead of contacting us to ensure whether the area in question is within our managed area plan. Unfortunately, we are unable to assist with police matters or enforce behaviour, and would advise that you contact the Local Authority in the first instance.

If you believe there is potential for Trustgreen to support, please reach out to our Customer Care team at customer.care@trustgreen.com, where we will investigate accordingly to understand if we are able to support.

If you feel something requires urgent attention due to a health and safety concern (e.g. play areas), please contact our emergency telephone number on 0845 544 2924.

Apartments

Trustgreen manage the communal aspects of your apartment building. This includes:
• Internal communal area cleaning
• Communal window cleaning
• Fire safety compliance
• Fire equipment servicing
• Grounds maintenance
• Budgeting and managing service charges
• Coordinating necessary repairs and maintenance
• Managing communal utilities

A Trustgreen Estates Manager will carry out a monthly inspection of every apartment building to ensure communal areas are well-maintained, clean and compliant.

During these visits, we:
• Check all communal areas for cleanliness and condition
• Test fire safety systems
• Take utility meter readings
• Check fire and cleaning log books are completed
• Complete a formal monthly inspection report

Service charges are fees collected to cover the costs of managing and maintaining the communal areas of your building and estate. This includes, but is not limited to:
• Cleaning
• Repairs and maintenance
• Fire safety servicing
• Communal utilities
• Grounds maintenance
• Management fees
• Buildings Insurance (not contents insurance)
• Reserve/sinking funds for long-term maintenance

We take fire safety extremely seriously. Our responsibilities include:
• Completion of an annual Fire Risk Assessment and completion of recommendations
• Regular servicing of all fire equipment including dry risers, emergency lighting, and AOVs
• Ensuring fire doors are compliant and functioning properly
• Enforcing a zero-tolerance policy on fire loading in communal areas
• Promoting awareness of the ‘Stay Put’ fire safety policy, where applicable
• Ensuring necessary fire signage and emergency action noices are in place where required
If you notice any faults with fire safety equipment, doors, or alarms, please report them immediately using the contact details below:
Tel: 01829 708 457 (Option 3) or Email: customer.care@trustgreen.com.

Partial Handovers

As developments are often completed in phases, there may be occasions where Trustgreen has taken responsibility for maintaining part of the public open space, while other areas remain under the control of the housebuilder until they are completed and formally handed over.

This means that:

  • Trustgreen will maintain the areas that have been formally handed over to us.
  • Any areas that have not yet been handed over remain the responsibility of the housebuilder.
  • These areas may still be under construction, awaiting landscaping, or subject to ongoing works.
  • To help avoid confusion, the handed-over areas may be identified on a managed areas site plan.

Your service charge contributes towards the management and maintenance of the areas that have already been handed over to Trustgreen. It does not cover areas that remain under the responsibility of the housebuilder until they are formally transferred.

For more information about the services provided, please refer to your development’s Planned Maintenance Programme,  you can request a copy by contacting our Customer Care Team at customer.care@trustgreen.com .

Service charges are apportioned to reflect the areas of public open space handover over by the housebuilder and the number of residents contributing on site.

Trustgreen work closely with your Housebuilder throughout the construction process. Once an area of public open space has been delivered by the Housebuilder in line with the landscape management plans, Trustgreen will arrange a final landscape assessment and agree a handover date in which Trustgreen will commence management and maintenance.

On some occasions Trustgreen will commence management and maintenance with additional planting still to be completed by the housebuilder. This is often dependent on the time of year and if the handover falls outside of planting season, which is typically October through to March.

Your Housebuilder will be able to provide you with an update of when the site completion is expected. Trustgreen works closely with the Housebuilder throughout the build phases to ensure areas can be enjoyed by residents as soon as possible.

Your service fee contributes towards the management and maintenance of the shared public open spaces areas within your development. These areas are provided for the benefit of the whole community.

The requirement to contribute towards these costs is set out in the legal documents associated with your property, such as your Transfer Deed or Lease. Contributions are based on the agreed arrangements for the development and are not determined by how close your home is to a particular area or how often you choose to use it.

Well-managed communal spaces also help to protect the appearance of the development and support the long-term value and enjoyment of the community as a whole.

Claim your free Wildflower seeds

As a Trustgreen Resident you easily can do your bit to support local wildlife by creating your own mini meadow. Claim your free wildflower seeds and create a beautiful buzz for all sorts of species!

Claim my seeds

Making Payments

Your Annual Management Fee goes a long way to achieving enjoyable outdoor spaces by helping us to maintain, enhance and improve your neighbourhood. We offer a range of payment options to make it as convenient as possible.

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Community champion Emma Hills stood with children from the local community

Community stories

Residents are central to everything we do at Trustgreen. Over the years we’re proud to have hosted many wonderful community engagement projects which continue to have a long-lasting impact on the people who live within those communities.

More stories
quote mark

We were greatly relieved to see the early improvements made by your landscape team and the conscientious manner in which they have maintained the area since.

Sandy – Hayfield
Resident

Thank you for acting so promptly in relation to my request. It’s good to see great customer service in this day and age.

Mark – Bolton
Resident