The maintenance process

When we carry out major maintenance work on properties, we work hard to make sure the process is as smooth as possible for customers.

This page gives you details about the stages we go through to help the work go smoothly.

Planning the works

Before we start work in an area, we plan the work that will take place and the route we’ll take across the estate.

A surveyor will contact you to visit your home and assess the age and condition of the fixtures and fittings. This will help us find out what needs to be renewed in your home.

Consulting with you

We’ll invite you to a consultation event near your home to give you details about the plans for the work on your home. This will give you the chance to find out everything you need to know about the work before, during and after it takes place.

After this event, we’ll invite you to look at samples of the products that we’ll be fitting into your home so you can choose the style you prefer.

Before the work begins

Closer to the maintenance start date, we’ll visit you at home to give you more details about what you need to do before the work begins. If you have any health or medical concerns around the work, we’ll also assess your needs.

Other site officials – such as kitchen surveyors – may also visit to plan the work.

The work

Depending on what needs to be done, the work on your home might take up to five weeks to complete. You won’t need to move out of your home while the upgrades are done and we try to keep disruption to a minimum, but we can’t avoid a certain amount of dust and noise.

Our staff will let you know when they need to access your home. Services such as electricity or water may be disconnected for short periods, but this will never happen overnight and we’ll always let you know when services need to be disconnected.

There may be reasons such as ill health where you might want the work to be done at a more convenient time. If you don’t want it to be carried out at a particular time, please contact the project co-ordinator to discuss.

We have a range of guides with more information about the work you may be having on your home:

  • Guide to kitchen replacement
  • Guide to bathroom replacement
  • Guide to electrical works
  • Guide to window and door replacement
  • Guide to heating replacement
  • External works explained.

If you have any queries or need any help, please ask our on-site staff.

After the work’s finished

When the work’s finished, the site manager will visit and carry out an inspection to identify and resolve any outstanding issues.

Once everything’s done, we’ll ask you to fill in a satisfaction survey. We’ll respond to any issues you raise and use your suggestions to help improve our services.

Depending on the size of your property and the amount of disturbance caused by the work, you may be eligible for a disturbance allowance or a decoration voucher. Speak to the on-site staff for more details.