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.

Energy efficiency and insulation

Clarion is committed to improving the energy ratings of all our homes.

Find out more

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.

Our contractors are fully trained and given clear instructions on how to work on your home safely. They will:

make sure all workers are appropriately skilled for the work
follow health and safety procedures
use barriers, warning signs and notices when needed
ensure materials, tools and equipment are stored safely
take care when children are present
not work when children under 16 are unaccompanied
ensure footpaths and access routes are kept clear and safe
make sure accidents, incidents, near misses or acts of aggression are reported to Clarion
take measures to prevent unauthorised access to scaffolds and access equipment
ensure scaffolds allow windows to be opened for ventilation and don’t obstruct exits or escape routes
ensure skips that could be a fire hazard aren’t adjacent to buildings.

Our contractors will work with you to make sure you understand the works they are doing. They are required to:

explain the purpose of their visit
consult with residents on the scope of works and choices, where applicable
provide residents with adequate notice and relevant information before work starts, in line with the standard communications flowchart [pdf] provided by Clarion Housing
provide residents with emergency contact telephone numbers
keep residents informed about the progress of the work, and any delays
provide a clear photographic record of existing condition of the areas in residents’ homes that may be affected by the work
give residents plenty of warning when access is required
provide residents with emergency contact details
ensure our staff and contractors’ main offices are aware of the work that’s taking place in case of emergency calls.

Our contractors are required to follow a set of clear guidelines on how to act responsibly. They will:

deal only with you or your appointed representative
make sure all information is kept confidential and used in accordance with data protection principles
work with residents’ associations and representatives where applicable
monitor satisfaction and aim to resolve complaints within ten working days
listen to your feedback and take comments on board where possible.

We always want you to feel comfortable with our contractors. As a result, we have asked them to make sure they:

carry a photo ID card at all times
are professional, courteous and respect your home and belongings
never use bad language, or make sexist or racist remarks
give consideration to vulnerable residents
minimise disruption and noise
keep your home secure
don’t smoke in your home
don’t use your phone, electricity or toilet without permission
don’t play music without your permission.

Our contractors always aim to be tidy and respectful. They will work hard to:

where practical, keep residents’ homes and communal areas secure, clean and tidy, and maintain a high professional standard whilst work is carried out in or around residents’ homes
where practical, protect flooring leading to and within the working area
where practical, tidy up at the end of each day, and make sure materials are stacked neatly and safely
where possible, maintain all services and facilities
never leave tools overnight in residents’ homes without their permission (and at contractor’s own risk)
keep the site, and access roads and footpaths clean and tidy at all times
keep skips secure and safe
keep scaffold free from rubbish
keep materials, equipment and machinery in secure areas
never use residents’ cleaning equipment
clean, clear, remove or recycle all waste materials appropriately
provide operatives on larger schemes with welfare facilities and/or storage as required.

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Planned improvement FAQs

Some works are essential for your safety, so you’re required to allow our contractors to carry out this work. Exceptions will be made only in the most mitigating circumstances.

However, you may choose to refuse other types of improvement work like a replacement kitchen or bathroom. If you decide not to allow us to do this work, we’ll ask you to confirm this on a refusal of works form.

Please note that if you change your mind at a later date and decide you do want the work done, it may not be possible for us to schedule it into the same year’s programme.

A stock condition survey or property assessment is when a surveyor checks the condition of your home. It typically takes 10-15 minutes and we aim to carry them out about a year ahead of any planned work in the area.

The surveyor collects information and identifies what work may need doing in the future, but they won’t be able to tell you then and there what work, if any, is needed.

If we ask you for access to do a survey it’s important you let us in, otherwise we may not be able to schedule improvements to your home.

Regeneration projects

Get all the information on our regeneration projects.

Find out more

Home safety

Essential home safety tips, including fire evacuation plans.

Find out more

Responsibility for repairs

See who's responsible for maintaining your home.

Find out more

Planned improvements to your home

Energy efficiency and insulation

Planned improvements 2019-20 highlights

How do planned improvement projects work?

Expected lifespans of elements within properties

Site rules for contractors

Identification

Safety

Consultation

Responsibility

Behaviour

Tidiness

Planned improvement FAQs

Do I have to agree to home improvement works?

My neighbour has had work done – will I also get home improvements?

Can I choose the design and colour of improvements?

Can I provide my own materials for planned improvements?

What is a stock condition or property assessment survey?

Regeneration projects

Home safety

Responsibility for repairs