Major improvement programmes

To ensure that our homes are maintained in good condition, we run a series of planned maintenance programmes every year so that we can bring every one of our properties up to the Decent Homes Standard.

The Decent Homes Standard is set by Government and requires us to provide all of our tenants with homes that are:

  • safe and warm
  • in a reasonable state of repair; and
  • with reasonably modern facilities

Our planned maintenance and cyclical programmes are aimed at making sure everything in your home is safe and in working order.

This is where we renew or replace components in your home as they come to the end of their useful life.  These could include items such as windows, doors, central heating, kitchens, bathrooms, rendering, roofs and some communal components if you live in a block of flats.

Where we undertake major repairs or works of improvement we will offer you a choice in selecting finishes.  This will apply to the:

  • colour of internal decoration
  • door and worktop finishes of kitchen units
  • colour of tiles in the bathroom and kitchen
  • type of floor covering
  • style of external door (choice will be limited if this is a fire/security door)
  • colour of external walls

How do we decide which work should be done?

The work is based on the information gathered from stock condition surveys.  This information determines our improvement work schedules for the coming years.

Do you have to have the work done?

Some of the repairs have to be done, although we will try to be as flexible as we can when arranging times to carry out the work.

Essential jobs include:

  • health and safety maintenance, such as rewiring your home or carrying out fire safety works
  • refurbishing the outside of a block of flats or cladding a pair of houses where we are unable to exclude single homes
  • work that is needed to prevent further damage to your home, such as roof repairs

Central heating and kitchen improvements aren’t essential. You can choose not to have them although you'll be asked to sign a disclaimer form. However, we would advise that you agree to improvement work as this keeps your home up to the appropriate (decent home) standard. If you change your mind in the future, it may take time to rearrange the work.

Can I find out if work will be done to my home?

We will publish information about the planned and cyclical maintenance programme each year.  This will include details of the works to be undertaken and the properties which will benefit from the work.  Alternatively, you can contact our Asset Information and Support team on 01453 754536 for information.

We will write and let you know if work is planned for your home but please be aware that usually work does not start immediately - it may take up to a year or even eighteen months.  We will usually visit your home first to carry out a survey before any work begins.

Disruption to you and your home

Depending on the type of work, we will need access to your home from Monday to Friday, 8.00 a.m. to 5.00 p.m. If we need access outside of these times, we will agree this with you.

Sometimes your gas, water or electricity might need to be turned off for long periods of time. We will always turn it back on at the end of the day or temporary services will be provided. If this is likely to cause any difficulties, for example if you have any medical conditions, then you must let us know.

We endeavour to ensure good quality

All tenants who receive maintenance works will be encouraged to complete a resident satisfaction survey to help us improve our service.  The purpose of this is to see whether they felt the work was done well and to their satisfaction.

We will ensure that all works are inspected once they have been completed.  Any issues with quality and standard of work arising from these inspections or, where a tenant has recorded dissatisfaction with the contractor's procedures and conduct will be referred to the relevant officer for investigation.

We will ensure that any necessary remedial work is carried out within a mutually agreed timescale.

What if I have applied to buy my home?

If you have applied to buy your home, we will suspend future planned maintenance to your home.  Where emergency works are required however, these will be carried out and costs will be accounted for in the purchase valuation. 

If a property is included in a block of flats where planned work will potentially go ahead, the costs of that work will be reflected in the purchase valuation.  See our Consultation and Having your Say web page for more details about our consultation obligations.

Right to Buy applicants who receive notice of planned works should contact the Right to Buy team on 01453 754074.

If you have a problem with work being done

If you have a problem with the work then you should let us or the contractor who is doing the work know.  We’ll try to resolve any problems as quickly as possible.

If you’re not satisfied then you can make a complaint or give feedback.  Click here for further details.

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