The improvement process
As part of our improvement programme, at some point during your tenancy, we will assess your home to see what work might need to be
done to ensure it is modern, functional and safe.
The schedule for improvements has been agreed by tenants in local management committees in each area. To see when
we will be doing work in your area, you can ask us to send you a copy of the programme, by calling our OneCALL service
on 0845 8507 507 – or contact your Local Service Access Point. Or you can view the programme for the next twelve months, by choosing your
area from the map on the improvements page
Below is a snapshot of the improvement process, from start to finish. You can read a more detailed description in
our 30 point agreement or take a look at our list
of Frequently Asked Questions.
- First, your home will be surveyed so we can decide the extent of work required.
- Three months before works in your area start, we will hold an exhibition at your estate to explain about
them and hear your views. You will also be able to meet the contractor.
- Three weeks before the start of work on your home, our construction partners will write to you confirming the
start date and giving the name of a Resident Liaison Officer – your main contact point throughout the works.
- Seven days before the start of work, you'll receive a visit from your Resident Liaison Officer who will explain in
detail the process for work to be undertaking and make sure you have all the information you need.
- During the work, debris will be removed and temporary heating, cooking, washing and toilet facilities will be available
at all times. You will also have daytime access to a 'comfort home', a relaxing area away from the noise and disturbance.
- You will be kept informed of progress, and we will make sure you are able to contact someone around the clock in case of any problems.
- After the work is finished, our construction partners will tidy up, and you will receive a pack explaining how your new fixtures work.
- You will then be be eligible for our decoration
vouchers or decoration service.
You can choose to have only some of the work done, if you prefer – for example, you could decide to keep your existing
bathroom or kitchen as it is. But we will still need to test the electrical system to ensure it is safe.