Here we set out the different stages of the improvement programme so you know what you can expect to happen and the order it will happen in.
Step one: letting you know
If work is due to be carried out on your home we’ll write to you, usually three to six months beforehand, to let you know and to confirm what work is to be done.
Step two: making choices
We or our contractor will arrange for you to come and view samples of the choices available to you. Alternatively, we can visit you in your home.
This may be related to the colour and style of kitchen cabinet doors, fittings, worktops and tiles. You can refer to our Design and Specification Manual (on our website or by calling into our offices) for details of available options.
Step three: survey
We will write to you at least six weeks before work is due to start to arrange for a surveyor and a Liaison Officer to come and see you and your property.
The surveyor will do any technical measuring for the improvements to be done.
The Liaison Officer will explain the work to be done, any precautions you may need to take, and any special circumstances we need to take into account.
Step four: confirming the start date
Approximately 14 days before the works start you will receive a letter to confirm the exact date work will start on your home, who will be carrying out the work and how long we think the work may take.
You will be given a telephone number for your Liaison Officer and the site manager and, if the date you have been given is not convenient, please call us to try to fix up a more convenient date.
The notification you get will ask you to make certain preparations for the work to begin. There are packing boxes available if you need them to move your belongings before work starts and your Liaison Officer will give you more information about how to get them.
If extra help has been agreed for you, your Liaison Officer will make the necessary arrangements.
Step five: checking you are ready
The day before work starts in your home we will visit or telephone you. This is to make sure everything is ready for work to start.
Step six: work begins
We will keep mess and disruption to a minimum. We will clean up after the work has been carried out and use dust sheets or similar protection. Our aim is to get the job right first time with no defects. If there is a problem, remember you have the telephone number of your Liaison Officer and the site manager.
Remember that we will have identification – ask to see it.
Step seven: work finishes and is inspected
After we have finished working on your home we will show you how to use any new systems they have installed. The work will also be inspected for quality assurance purposes.
Step eight: are you satisfied?
Your Liaison Officer will leave you a questionnaire and a freepost return envelope to fill in to tell us how satisfied you are with the improvements we have made and the way the work was handled. Please help us by completing this. Any comments or suggestions you have will help us improve the service for others.