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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.
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.
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.
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:
They’ll contact you regularly to:
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.
What to expect during a programme of major works:
During a stock condition survey, a surveyor will visit you to check the condition of your home. This will give us a good idea of what work we may need to include in future programmes.
A survey to the inside of your home will typically take 10-15 minutes. We normally carry these out about a year ahead of any planned work in the area. We don’t usually need access to carry out surveys to the outside of your home.
If we ask you for access to do a survey it’s important that you let us in, otherwise we may not be able to schedule the work.
The survey is to collect data and identify what work we may carry out in the future. The surveyor will not be able to tell you what elements in your home require replacements/upgrades.
If a particular element (such as a bathroom or kitchen) within your home is over a certain age and in poor condition, we will schedule it into a future programme of work and will let you know our plans.
Read more about the expected lifespans of elements within a property.
If you haven’t been contacted by our Planned Investment team about an upgrade, please contact the Repairs team. The Repairs team can then assess the condition of the element (e.g. your kitchen or your bathroom) and refer it for consideration for inclusion in a future programme of work.
If your boiler or doors are due to be included in future works, but need urgent replacements, this will be picked up by the Repairs team.
Some work, such as electrical testing/upgrades, is essential for your safety and the safety of your family and visitors. You must allow our contractors access to undertake essential work, unless there are exceptional circumstances preventing this – in which case you should speak to our contractors as soon as possible, or contact us.
You can choose to refuse other work - such as replacement kitchens or bathrooms – if you want to. In this case, we will ask you to sign a ‘refusal of works’ form to confirm this. However, please do speak to us before refusing the work – if it’s because you have concerns about the work, we may be able to put your mind at rest.
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 current year’s programme.
You’ll be given a choice of design and colour for certain elements such as kitchens, bathrooms, doors, and sometimes communal/external areas. Your RLO will let you know what you are able to choose.
You can also change your mind about your choice of colour/style, but you must let your RLO know within seven days from the date you agreed the design or choice. Any changes requested after this date, may not be possible.
If you wish to make any alterations or improvements yourself, you must get written permission from your housing officer before you carry out any work. You may also need to obtain planning permission or building regulations approval. To get in touch with your housing officer please contact us.
Where you’re not qualified to do the work yourself, you’ll be responsible for ensuring the work is fully certified by a qualified tradesperson. We reserve the right to recharge you for any work we may need to carry out straightaway, or at a later date, if the alterations are unsafe or sub-standard. You can contact us for more information about this.
We may consider using your materials, such as tiles or taps at your request – but this will be at the discretion of our surveyor and our contractor. You must talk to them about this before any work starts and you will be responsible for maintaining these elements going forwards.
We’ll always keep you informed of any visits planned to your home. All our employees and contractors wear an identity badge (which includes their photograph). Never let anyone into your home without seeing appropriate and official identification. Our staff and contractors won’t be offended or angry if you ask to see their identification badges.
If you're unsure of someone at your door, please get in touch with Customer Services – the contractor won’t mind waiting if you’d like to check further.
For more information, read our contractor rules for safety and standards of behaviour.