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Improvements to your home -what happens during work

Before works to your home starts we will do the following:

• Consult you on our priorities for investment;
• Tell you what we are going to do and how we will do it;
• Tell you how long it will take to carry out the work to your home;
• Tell you about any disruption our work may cause; and
• Offer you a choice of colour and material where appropriate.

When the work in your home starts we will do the following:

• Tell you what we plan to do, as soon as we know;
• Tell you what we are going to do;
• Give you 14 days notice of the provisional start date. We will then send you a letter 7 days before the work starts confirming the exact start date;
• Try to cause as little disruption as possible. Our contractors will only work between 8am – 4.30pm, Monday – Friday unless we have your permission to work outside these hours;
• Take all reasonable steps to protect your home while the work is in progress;
• Be polite and show respect for you and your property;
• Make sure people working for us always show identity cards; and 
• Check the work being carried out.

After the work is finished we will do the following:

• Give you the instructions for any new appliances;
• Make sure your home and garden are left clean and tidy;
• Check the work has been done to the right standard;
• Ask what you think about our service and the work; and
• Tell you what to do if you are not satisfied with the work.

If you have any complaints or concerns about the work or the service you received, contact us.

If you are not satisfied with the response you can make a complaint.

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