Improvements and maintenance - you are the customer
What to expect during improvement and maintenance work to your home
We appreciate that home improvements can be very disruptive. There is no easy answer. Despite the noise, dust, disturbance, and inconvenience that these works sometimes cause, the work is essential and will improve your home and living standards.
Some temporary disruption will be worth it in the long run. Please bear with us. We will help you get through it all as smoothly as possible.
If you are unhappy, please tell us. We will try to resolve any difficulties, as will our contractors. You must contact us promptly and we will look into the problem and do our very best to put things right.
Every one of our homes in the improvement programme is assigned to a Surveyor/ Engineer and an Improvement Programme Adviser (IPA). You will be advised prior to work starting who your IPA is. This is the person who will be your first point of contact for any enquiry or problem. We are here to help you.
Our staff will:
- Advise you whether you are included in our annual programmes;
- Consult you on any choices you can make, typically for bathrooms, kitchen units, wall tiles, flooring and colours, front and back door designs;
- Let you know of the final designs agreed with you for kitchen layouts;
- Explain the work;
- Advise you of approximate timescales (the contractor will advise you of the precise start time);
- Deal with you personally if you have any problems;
- Receive your Customer Satisfaction Questionnaire;
- Arrange any decoration/ disturbance allowances where they are due.
