Delivering improvements to you
Delivering improvements; customer choice and our contractors code of conduct
The outcome of our plans and programmes is the delivery of improvements to your home.
We will carry out work:
- Safely
- To the standards laid down
- On time
- At a fair and reasonable cost
Once our programme has been established each year, we assign each project to a member of our surveying or engineering staff. In addition, every single address in every project is allocated to one of our Improvement Programme Advisors - but more of this later.
Our staff undertake the necessary surveys, designs, offer and collect the customer’s choices for things like kitchen units, worktops, wall tiles, and flooring.
This information is then collated, written specifications and drawings prepared and all abstracted into a document that can be “priced” by the contractors. A meeting is then held with the contractor: health and safety matters are discussed, a programme is prepared, our tenants are notified and away we go!
Our staff will make frequent visits during the course of the work and any problems or complaints are promptly followed up.
All contractors are required to adhere to a strict “Contractors Code of Conduct”. Click on the link to full this in full.
We monitor our contractors via a suite of “key performance indicators”. All tenants receiving improvement work are asked to complete a Customer Satisfaction Questionnaire. Your comments are important to us.
Using your feedback and other information we analyse our performance in: customer satisfaction; the time taken in each property; the ability of the contractor to hand work over work free of defects; health and safety; and of course, the price compared to estimate.
