Q
What do Terrena do?
A
Terrena Ltd provide hassle-free open space management within housing developments. Our scope of maintenance varies on each development, but our services include grass, woodland and trees, habitat & biodiversity, sustainable drainage, surface drainage, private roads, street lighting and play equipment.
Q
Why have Terrena been appointed on my development?
A
The Local Planning Authority imposes conditions upon the developer that requires open spaces to be maintained. Often, the Local Authority themselves are unwilling to adopt the open spaces themselves, due to restrictions in funding. The house builder has therefore made arrangements for the long-term maintenance of the open spaces to be adopted by Terrena.
Q
What is a management fee?
A
The management fee is the amount of money that all residents are required to pay, which contributes towards the costs of the maintenance of the open spaces and management of your development. We bill this 6 monthly in arrears, usually in February and August.
Q
How do I pay the Management Fee?
A
Terrena charge 6 monthly in arrears so residents only pay for works that are completed. This usually takes place in February and August. We accept card payments and BACS transfer.
Q
What happens if I sell my home?
A
We have a dedicated page for this. Visit our Moving House page for more information.
Q
Can the maintenance schedule be changed?
A
Any changes to the maintenance schedule are usually made with the involvement of our residents, commonly by way of a Residents Association. We are happy to discuss any amendments with residents. Please contact us outlining the details of the proposed changes and we will endeavor to come back to you.
Q
How can I be sure that Terrena’s maintenance is done at the required standard?
A
Terrena usually own the land & open spaces that we manage and, as such, we have a responsibility to ensure that the standards are maintained to a high quality and our residents are satisfied. Terrena are a professional alternative to Local Authorities and our team have over 50 years of experience in landscape management, drainage, health & safety and risk management. Terrena’s aim is to maintain and improve the open spaces on your development.
Q
Will the maintenance of my development be inspected?
A
Yes. Our team work very closely with our network of contractors and our in-house operations team periodically visit sites to carry out inspections and check the work undertaken. Our contractors are also required to send us before/after photographs of their work undertaken and report any potential issues they find.
Q
How do I report a problem / issue with infrastructure or equipment that Terrena maintain?
A
Please visit our contact us page and provide details regarding the issue and when it was discovered as soon as possible. We will then instruct a contractor or one of our in-house operations team to attend.
Q
Who pays if there is a failure of equipment or infrastructure adopted by Terrena?
A
You need to check your Deed of Covenant, but usually all residents will pay an equal share of the costs for any repair works that maybe needed from time-to-time on your development.
Q
How do I make a complaint?
A
Here at Terrena, we take complaints seriously and we take a view that a formal complaint should be a last resort, as we aim to keep our residents happy and work openly in trying to resolve any issues as and when they arise. However, if you feel that this has not been the case please visit our complaints page for our complaints process.
Q
What can I do if I’m having trouble paying my Management Fee?
A
Please contact our billing team via our contact us page where one of our team will do our very best to help you.
Q
What happens if I don’t pay my Management Fee?
A
All residents are legally obliged to pay the Management Fee, due to the Deed of Covenant. Terrena offer a generous time period to commit to a payment plan, but if payment is still not made we will pursue any outstanding sum formally. This can also lead to a charge being added to the property.
Q
I am renting out my property, what do I need to do?
A
Please provide us with an alternative correspondence address if you will not be living at the property. You can do this via our contact us page.
Q
How often will Terrena visit my development?
A
Terrena tailor our maintenance plans according to the needs of each development, which is pre-agreed with the developer prior to our appointment. The schedule & scope of maintenance work is specified within the Deed of Covenant you signed when you purchased the property.
Typically, we will visit the site fortnightly during the growing months to tend to tasks such as grass cutting, pruning, edging beds, borders and tree pits, moss removal, weeding & litter picking, etc. Additional maintenance will be carried out as required.
Q
Who can answer my queries about the maintenance of the development?
A
Please feel free to contact us and provide details of your query and one of our team will get back to you as soon as possible.