How we will keep you informed

We have agreed a procedure for communicating with you before, after and during the work to your home.

This procedure has six stages and is set out below.

Stage one – Initial Notice Letter and Information Pack
Stage two – Notice Letter 2
Stage three – 7 day contact and initial survey
Stage four – During the work
Stage five – Handover
Stage six - Satisfaction Survey

If you have any concerns at any time during the work to your home please contact your Development officer.

Stage one - Initial Notice Letter and Information Pack

Before we do any work to your home you will be sent an initial notice letter giving general information about the future works on your home and this will include the information pack. You can expect to receive this up to 6 months prior to work starting. If the work includes the fitting of a new kitchen, bathroom or fire, you will also receive a tenants choice form which will need completing and returning as soon as possible. You can view thekitchen, bathroom and fire choices on this website and they are illustrated in your tenant information pack. We will also try to arrange an Open Day on your estate where you will have the opportunity to view samples of each of the choices. Your development Officer will notify you of the date and venue of any Open Day.

Stage two - Notice Letter 2

This letter will provide more specific information and will provide a start date. It will also include how long the work will take. You will receive this letter at least 3 weeks prior to work starting.

Stage three - 7 day contact and initial survey

You will be contacted either by phone or a visit to confirm that the start date is satisfactory and to confirm that there is no problems with access and to allow you chance to discuss any concerns you may have.

If you need more notice at this stage then you must inform your Development Officer as soon as possible so that alternative arrangements can be made.

You will also receive a visit by the contractor’s site manager who will carry out a pre-entry survey. This may include a photographic survey but only once permission has been obtained from yourself.

Stage four – During the work

Throughout the work, the site manager will make frequent visits to see you. You will be able to let them know of any concerns and queries you have.

We hold weekly estate surgeries on estates where works are in progress. These are an opportunity for you to discuss any aspect of the works with your development officer. The time and location of your estate surgery will be shown at the front of your tenant information pack.

As the work continues it will be necessary for us to carry out inspections of the work at various stages right up to completion.

Some parts of the work will be done at different stages and will not always be continuous. For example, we cannot tile your kitchen until we have completed the plastering. This can be due to the nature of work and can also depend on whether the work is part of the inside or outside works to your home.

If you have any concerns on how the work is progressing please contact your Development Officer.

During the works to your home you will be able to get into your home at all times, although for your own safety this may be limited in some areas.

Stage 5 - Handover

Snagging

After each part of the work is completed, the Surveyor and the Site Manager will visit your home to check all the work and ensure that both you and the RBH Surveyor are satisfied and that the work is finished. This is called snagging. Only sign the Handover sheet when you are satisfied with the completed work.

You will not receive your decoration allowance until you have signed the Handover sheet to say you are satisfied with the work.

Defects period

After the work has been finished there is then a six month or 12 month defect period. During this time if anything goes wrong or is faulty with the work that was carried out to your home you should call the help desk on 0845 123 5627.

Stage six – Satisfaction survey

Once your home has been handed over and work completed you will receive a tenant satisfaction survey. This is a short questionnaire asking you how you rate the work done to your home. It includes questions on:

Because we value you as customers, your comments and thoughts on how the work was carried out are importance to us and the results of all our questions are passed to top level management and will be published in Tenants Talkback.

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Home Information and Services Become a Tenant Current Tenants - Planned Maintenance Leaseholders * * *		Planned Maintenance - How we will keep you informed We have agreed a procedure for communicating with you before, after and during the work to your home. This procedure has six stages and is set out below. Stage one – Initial Notice Letter and Information Pack Stage two – Notice Letter 2 Stage three – 7 day contact and initial survey Stage four – During the work Stage five – Handover Stage six - Satisfaction Survey If you have any concerns at any time during the work to your home please contact your Development officer. Stage one - Initial Notice Letter and Information Pack Before we do any work to your home you will be sent an initial notice letter giving general information about the future works on your home and this will include the information pack. You can expect to receive this up to 6 months prior to work starting. If the work includes the fitting of a new kitchen, bathroom or fire, you will also receive a tenants choice form which will need completing and returning as soon as possible. You can view thekitchen, bathroom and fire choices on this website and they are illustrated in your tenant information pack. We will also try to arrange an Open Day on your estate where you will have the opportunity to view samples of each of the choices. Your development Officer will notify you of the date and venue of any Open Day. Back to top Stage two - Notice Letter 2 This letter will provide more specific information and will provide a start date. It will also include how long the work will take. You will receive this letter at least 3 weeks prior to work starting. Back to top Stage three - 7 day contact and initial survey You will be contacted either by phone or a visit to confirm that the start date is satisfactory and to confirm that there is no problems with access and to allow you chance to discuss any concerns you may have. If you need more notice at this stage then you must inform your Development Officer as soon as possible so that alternative arrangements can be made. You will also receive a visit by the contractor’s site manager who will carry out a pre-entry survey. This may include a photographic survey but only once permission has been obtained from yourself. Back to top Stage four – During the work Throughout the work, the site manager will make frequent visits to see you. You will be able to let them know of any concerns and queries you have. We hold weekly estate surgeries on estates where works are in progress. These are an opportunity for you to discuss any aspect of the works with your development officer. The time and location of your estate surgery will be shown at the front of your tenant information pack. At any time during the work you can contact your Development officer and request an appointment to see them. As the work continues it will be necessary for us to carry out inspections of the work at various stages right up to completion. Some parts of the work will be done at different stages and will not always be continuous. For example, we cannot tile your kitchen until we have completed the plastering. This can be due to the nature of work and can also depend on whether the work is part of the inside or outside works to your home. If you have any concerns on how the work is progressing please contact your Development Officer. During the works to your home you will be able to get into your home at all times, although for your own safety this may be limited in some areas. Back to top Stage 5 - Handover Snagging After each part of the work is completed, the Surveyor and the Site Manager will visit your home to check all the work and ensure that both you and the RBH Surveyor are satisfied and that the work is finished. This is called snagging. Only sign the Handover sheet when you are satisfied with the completed work. You will not receive your decoration allowance until you have signed the Handover sheet to say you are satisfied with the work. Defects period After the work has been finished there is then a six month or 12 month defect period. During this time if anything goes wrong or is faulty with the work that was carried out to your home you should call the help desk on 0845 123 5627. Stage six – Satisfaction survey Once your home has been handed over and work completed you will receive a tenant satisfaction survey. This is a short questionnaire asking you how you rate the work done to your home. It includes questions on: Working on your property Communication Customer service General comments Because we value you as customers, your comments and thoughts on how the work was carried out are importance to us and the results of all our questions are passed to top level management and will be published in Tenants Talkback. Back to Planned Maintenance