We will:

In partnership with our Capital and Decent Homes Partnering Contractors, take all necessary precautions to ensure the safety of residents and the public at all times

• Ensure that our operatives are neat and tidy, act courteously and always wear and show identification badges
• Take all possible precautions to ensure that the minimum of inconvenience is caused by obstruction, dust, noise and similar disturbances, and use dust sheets whenever we work in your home
• Annually publish programmes of intended Capital and Decent Homes Works to ensure that you receive as much advance notice as possible
• Write and advise you of the details of the work to be carried out in your home and the expected start and finish dates
• Provide information that is easy to understand and will arrange for our Tenant Liaison Officer to visit to explain our proposals if required
• Provide contact details for each contract’s project officer and respond to telephone, written and personal queries in accordance with our Customer Service Standards
• Prior to any major works starting in your home carry out a full survey and ask you for your choices / preferences. We will explain what will happen, the level of disruption and, where appropriate, we will incorporate your design preferences and needs into the specification for your home
• Write to you at least two weeks before the start date we are due to work in your home, advising you of the steps you should take, expected levels of disruption and asking if you require any assistance to prepare
• Ask our Tenant Liaison Officer to visit you to check that you are prepared for the contractors at least 2 working days before the start date
• Carry out all work in a caring and efficient manner, so that the work causes you the absolute minimum of inconvenience
• Ensure that, at the end of each day we are working in your home, we will leave you with heating, running hot and cold water, and adequate toilet facilities
• Provide you with a minimum of 2 electric heaters and a temporary heating allowance of £10 per day to cover any additional cost during any period where we are unable to leave you with heating/hot water
• Leave your home in a clean and safe condition, clearing away all rubbish and tidying up when the work is completed