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Planned improvements to your home

Everyone deserves a good home that they enjoy spending time in, which is why we’re dedicated to carrying out improvement works to the places where you live.

In 2019-20 we spent £83.5m improving residents’ homes, communal areas and residential blocks.

At the end of March 2020, in line with government advice, we had to make the difficult decision to postpone all planned investment work that was taking place, due to the coronavirus outbreak and subsequent lockdown. For more information please read our Planned Investment Covid-19 Statement.

Typical works carried out under our planned improvement schemes include:

  • installing new kitchens and bathrooms
  • upgrading heating systems
  • communal and external redecoration work
  • replacing windows
  • fitting new external doors
  • replacing roofs.

We also take on larger projects, like making our buildings more energy efficient, or improving or replacing communal facilities like lifts. And we’re always on the lookout for other ways to improve facilities in the wider community.

For day-to-day repairs, such as dripping taps, leaking pipes or broken fixtures and fittings, please report a repair online.

Planned improvements 2019-20 highlights

In 2019-20 we completed over 27,000 elements of work, such as kitchens, bathrooms, roofs, electrical tests.  Our overall resident satisfaction was 93%.

We will soon be releasing our 2019-20 Impact report, you can view the 2018-19 Impact report [pdf].

2,255new kitchens

2,697heating upgrades

1,502new bathrooms

15,895electrical tests

How do planned improvement projects work?

If we’re planning to improve your home, we’ll contact you in advance and let you know our proposal. If you’re a leaseholder we have a legal requirement to consult with you about the extent of the work, the likely cost involved, the proposed contractors, and to answer any queries or concerns you have about the proposed work.

You’ll be given contact details for your resident liaison officer and site team before any work starts.  Your resident liaison officer will visit you beforehand to answer any questions, discuss any special needs you have and let you know when the work will be carried out. They’ll also contact you periodically during the works to make sure everything is going smoothly and answer any additional questions or concerns you might have.

You may not get the same work done as your neighbours, as works vary from property to property according to age and condition. If something in your home needs to be repaired, please report a repair online.

If you’re having work carried out, please read our ‘Major Works – What you need to know’ booklet which contains important information that you should know about before any work starts.

Major Works – What You Need to Know [doc] 

Expected lifespans of elements within properties

Below are details of approximately how long we would normally expect the main elements of properties to last before we consider replacing/refurbishing them. This is subject to their condition, review of our programme, and budget.

  • Kitchen - 20 years
  • Bathrooms - 30 years
  • Boilers - 15 years
  • Windows/doors - 30 years
  • Roofs (pitched) - 50-60 years
  • Roofs (flat) - 15 years
  • Lifts - 20-25 years
  • External/communal decorations - approximately every seven years

Site rules for contractors

Site rules for contractors’ [doc] sets out the standard of work and behaviour we expect from our contractors.

Planned improvement FAQs