Closeup of old tiles being removed from a wall with a crowbar and claw hammer as part of our planned improvement work

Planned home improvements

See how we can improve your homes, buildings and communal areas.

In 2020-21, we spent £75.5m improving homes, communal areas and residential blocks.

Improvements carried out include:

installing new kitchens and bathrooms
upgrading heating systems
decorating communal areas and exteriors
replacing windows
fitting new external doors
replacing roofs.

We also take on larger projects, like making buildings more energy-efficient, and improving or replacing communal facilities, such as lifts.

For day-to-day repairs, you can request a repair.

Covid-19

The safety of residents and staff is our highest priority. We’re continuing to take every step possible to ensure the health and safety of everyone we come into contact with, including residents, staff, suppliers and the community.

Find out more in our planned investment Covid-19 statement

Energy efficiency and insulation

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

Planned improvement highlights: 2020-21

In 2020-21, we completed 11,600 improvements, including 797 kitchens, 724 bathrooms, 3,546 heating upgrades and 1,069 roofs. Our overall resident satisfaction was 92.7%.

797new kitchens

724new bathrooms

3,546heating upgrades

1,069roof renewals

How 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, you can request a repair.

If you’re having work carried out, please read our guidance booklet: Major Works – What You Need to Know [pdf].

How often can I expect home improvements?

We assess how long each part of your home should last on average so we know how long to wait before replacing or refurbishing. This timeline can also be affected by how good their original condition was, our budget and if we’ve changed our improvement programme.

Kitchens: 20 years
Bathrooms: 30 years
Boilers: 15 years
Windows and doors: 30 years
Pitched roofs: 50-60 years
Flat roofs: 15 years
Lifts: 20-25 years
Communal areas: 7 years

Contractor site rules

The contractors we use to carry out improvements are required to follow our site rules [pdf].

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.

Home safety

Essential home safety tips, including fire evacuation plans.

Responsibility for repairs

See who's responsible for maintaining your home.

Planned home improvements

Covid-19

Energy efficiency and insulation

Planned improvement highlights: 2020-21

How planned improvement projects work

How often can I expect home improvements?

Contractor site rules

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