Planned Maintenance - Customer Care Code of Practice

We recognise the importance of ensuring that the works are carried out with the minimum of disruption, that you receive the highest level of customer care and that you are kept fully informed about the works being carried out to your home.

The Code of Practice below has been agreed with the partners and tenant representatives to ensure that we achieve these aims.

The contractors will comply with the following code of practice.

Before work starts
While work is in progress
Action required from tenants
General
When work is complete

Before work starts

1. We will arrange any work that may disturb or inconvenience you with you before the work starts.
2. We will tell you about the programme of works at least 14 days before the work starts. 
3. We will tell you when the work will start by letter. We will keep you informed of the progress. 
4. We will explain to you in writing what work will be done, who will be doing the work, how long we expect it to take, the proposed start date and who to contact for further information. We will also tell you the maximum time we expect the work inside your home to take. We will also hold public meetings and one-to one meetings to give you this information where possible. 
5. We will tell you what work will be done to your home. 
6. We will protect your garden and plants with plastic sheets or a suitable alternative. In some cases we may ask you to move some of your plants. If we use a chemical to clean your brickwork it will be biodegradable. We will give you information about the chemicals we use and advice on how to protect your home.
7. We will consult you first if we need to move any of your furniture or fittings. We will return all your furniture and fittings to their original position when we finish the work. If we do not need to move your furniture or fittings (including carpets and other floorings) we will make sure they are protected with dustsheets. We will make sure that you have access to your home.
8. We are not responsible for any damage caused to your furniture, carpets and belongings if you do not arrange for them to be moved after being told to do so.
9. We will provide you with emergency contact numbers before the work starts. 

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While work is in progress

1. We will leave your home in a clean, tidy and safe state at the end of each working day.
2. We will leave all work to your home safe, weather tight and secure at the end of each working day.
3. When we are working in your home we will only go into the rooms that we are working on. We will not use your kitchen or bathroom without your permission.
4. We will take care of your home and possessions and protect them from damage. If we cause any damage we will report it immediately and tell you how we will sort it out. 
5. We will keep your home secure at all times.
6. We will keep all materials and equipment used in your home safe and avoid danger to you and your visitors. 
7. We will not leave tools and materials in your home at the end of the day. 
8. We will reconnect and test all services disrupted by the work as soon as we can. 
9. We will carry out ‘end of day’ inspections to check all services are reconnected. 
10. If we need to use your gas or electricity, we will ask you before hand. We will pay you back the cost of this at the end of the work to your home.

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Action required from tenants

1. You will report any damage we cause to your home to your Development Officer as soon as you discover the damage and no later than four weeks from finding the damage. 
2. You should tell us if your home is not being left clean and tidy at the end of each working day.
3. You should make sure that the contractors use dust sheets when working in your home.
4. You should inform your Development Officer immediately if appointments that have been arranged for the works are convenient or inconvenient.
5. Where appointments are confirmed please ensure the contractors have access at all times to carry out the work.

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General

1. We will do all work in a way that does not inconvenience you more than is necessary.
2. We will treat you with courtesy and respect and we expect you to treat us with courtesy and respect.
3. We will keep you fully informed before, during and after the work. We will agree how we will keep you informed with RBH and any recognised tenants’ and residents’ associations.
4. We will carry up to date personal identification at all times. We will present this to you without being asked to do so.
5. We will wear identification badges that show an identification number and photograph.  (see how to identify us)
6. If we call at your home and you are not in we will leave a calling card saying the date and time of our visit and information about arranging another visit. We will try to visit you three times and each time you are not in, we will leave a calling card at your home. We will call at different times of the day and if no one answers after three visits.
7. If we make an appointment with you and then cancel it, you will be given a reason for this, with as much notice as possible given of the cancellation. We will arrange a convenient alternative date with you. Likewise, you have a responsibility to let the contractor know if an appointment you have previously arranged cannot be kept. 
8. If we need to change any dates, we will give you a full explanation why and give you a new date.
9. Working hours are between 8:00am and 5.00pm Monday to Thursday and between 8.00am and 3.30pm on a Friday unless prior permission is granted by you for out of hours working.
10. We will keep the use of scaffolding to a minimum. We will not keep scaffolding up over Christmas and New Year unless we agree this in writing with you, or it is necessary to comply with Health & Safety requirements. We will ensure that contracts are programmed to ensure the best possible use of time throughout the year in terms of contract completion, nature of works and timing of contracts.
11. For Health & Safety reasons whilst scaffolding is erected unnecessary items will not be left overnight, i.e. bags of rubbish, slates, ladders etc.
12. We will use closed lockable skips.
13. All site visitors must report to the site office immediately on arrival on site. We will record the names of all visitors in a log, which will be available for inspection at the site office.
14. We will not smoke or use bad language in tenants’ homes. We will keep noise levels to a minimum. We will not use radios or other audio equipment.
15. We will not display material of a racist or sexist nature.
16. Copies of all complaints will be dealt with quickly and efficiently.  Where necessary  RBH will ensure that the contractors will take appropriate action as required. Each complaint will be given a priority status and subsequent timescale for rectification. Once a complaint is received all those involved will be required to give a written response within 15 working days.
17. We will record all complaints in accordance with RBH’s procedure and we will keep you fully informed as to the outcome of the complaint.
18. This code of practice will be included in the preliminary documentation attached to any tender or other contractual information to be used in contracts for works of improvement and repair to tenanted property managed by RBH.
19. All relevant information will be available to tenants group representatives including this code of practice, survey information and reasonable details of work to be done.

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When work is complete

1. We will carry out tenant satisfaction surveys on all schemes. 

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