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Planned improvements to your home

We believe everybody deserves a good quality home, so we invest in improving your homes, residential blocks and community areas.

We regularly survey the condition of homes we're responsible for and plan ahead to make improvements. We work on around 15,000 homes a year and each year we invest around £90m in major works to our customers' homes.

The types of improvements we make inside your home may include new kitchens and bathrooms, upgrading heating, electrical testing and rewiring. Outside of your home, we look at windows, external doors and roof replacements. Larger projects could include energy efficiency works or communal improvements such as lift replacements.

For day-to-day repairs, such as dripping taps, leaking pipes or broken fixtures and fittings, please contact us or report a repair online using our diagnostic tool.

My neighbours have had improvements made to their homes and I’ve been missed. When will I be getting improvement works?

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 contact us or report a repair online using our diagnostic tool.

What happens when we carry out improvements?

When we plan to make improvements to your home, we will contact you in advance to let you know the type of work we’re proposing to do. Your Resident Liaison Officer (RLO) will visit you at home and answer any questions you might have. They will also let you know when we plan to start work and how long this work will take.

How will l be kept informed?

If your home is due to be included in one of our programmes of work, your Resident Liaison Officer (RLO) will be your main point of contact before this work starts, and while it’s being carried out.

Your RLO will:

  • Provide all information relevant to the work.
  • Organise appointments for work to be carried out.
  • Keep you up to date with any changes to timescales or delays.
  • Help with any special needs you may have. 

They’ll contact you regularly to:

  • Make sure everything’s running smoothly.
  • Respond to any questions, concerns or complaints you may have.
You will be provided with contact details for your RLO and key members of the site team before any work starts. If a problem occurs with any of the work we're carrying out, you should contact your RLO. In case of emergencies outside of normal working hours, your RLO will provide you with someone to contact. For all other emergencies, contact our Emergency Repairs team.

More information

In order to provide you with relevant information, please enter your postcode in the box below to access information on major works and what you need to know before we start. 

Please also read our site rules for contractors, which set out the standard of work and behaviour we expect from our contractors.

More information

What to expect during a programme of major works:

Frequently Asked Questions


Repairs: General

You can quickly request a repair online using our easy repairs diagnosis tool or you can call us.

Gas Repairs

Heating, boiler and gas repairs

If your gas, oil or solid fuel heating system or gas appliance needs a repair, get in touch with our specialised local contractors.


Emergency contact (24/7)

If your repair requires emergency assistance (eg a severe water leak, dangerous electrical issue or security breach), please call our emergency response team. For more information visit our emergency contact page.

smoke alarm

Fire safety

Find out what you can do to keep your home and building safe from fire.


Energy advice

If you would like help to manage the cost of heating and lighting your home - and guidance on switching suppliers - Clarion Futures Money can help.

Contact Centre

Contact us

Check our Frequently Asked Questions (FAQs) and find contact details for our contact centre.