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Planned Improvements to your home

Planned Improvements to your home

Each year we invest millions of pounds making sure your home is warm, safe and secure.

Some of this money is spent on replacing things like kitchens, bathrooms, windows and doors and some is spent on less obvious improvements like re-pointing brickwork or replacing soffits at rooflines.

How do we decide what work we do?

To make sure we know the state of our properties, we carry out Stock Condition Surveys.

These surveys give us an indication of what types of works need to be carried out in a particular neighbourhood.

Then, we visit individual properties to check your facilities, called a validation survey, to determine if you need any work doing on your property. This may mean that you and your neighbours have different types of work carried out.

Frequently Asked Questions

How does the survey work?

If we need to carry out a validation survey in your home, we’ll contact you and a Surveyor will attend. The Surveyor will go around your home checking the actual age and condition of your facilities against what our records say. This survey information will be used to identify what work, if any, is to be carried out in your home. We’ll contact you again to let you know if any work is required.

What happens next?

If we have identified that work is required in your home, we will first arrange for an Asbestos survey to be carried out to make sure we are aware of any areas in which we may come across asbestos while carrying out work.

For works such as bathrooms, kitchens or door replacement one of our Tenant Liaison Officers will contact you and help you to make any choices of work surfaces, tiles, units etc.

At least four weeks before work is due to start in your area, we will write to you to let you know and to give you details of the contractor and who you can contact if you need further information.

At least two weeks before work starts, your Tenant Liaison Officers will visit you with a representative from the contractor to carry out an induction visit.

Here, you can:

  • Meet the contractor
  • Find out what will happen
  • Find out how long the work will take
  • Discuss anything we may need you to do before work starts
  • Find out how the works will be managed

Also, you’ll be able to let us know any specific requirements you have, such as specific access requirements or avoiding working at certain times etc.

What happens when work starts?

The contractors will tell you a minimum of two weeks’ before they start the works at your home. This should hopefully give you plenty of time to make any preparations discussed at the induction meeting.

Once work has started, you will be kept informed of how things are progressing.

Our TLO will be a regular visitor to make sure the works are running smoothly, and any issues that arise are addressed quickly.

There will also be a site diary advising you what will be happening on each day and a communication log so that you can leave messages for the contractors if you are out when they carry out work.

You’ll also have all the relevant contact numbers for the contractors or the team at Together Housing, if you need to speak to us quickly.

What happens when the work is completed?

We will ensure that all improvement works are carried out in line with our Improvements Service Standard, and that our Contractors are abiding by our Contractor Code of Conduct and all work will be inspected upon completion.
Once work is finished, we’ll issue you with a completion notice, which will contain details of who to contact if you have any outstanding issues.

And finally, to help us keep improving our services, we’ll ask you to carry out a customer satisfaction survey to let us know how we, as your landlord, and the contractors we employed performed.

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