Your home has been selected for improvement works to help bring it up to modern standards, as identified by your landlord.
Check out our handy guide to work documents on the portal — it has all the information you’ll need.
If you’re unsure about the work, your Customer Liaison Officer will talk things through with you. If you still don’t want the work done, we’ll pass your concerns to your landlord to discuss next steps. There are no costs for you to pay.
One of our friendly Customer Liaison Officers will be in touch to explain what work is planned for your home.
We’ll let you know how long the work is expected to take, and your dedicated Customer Liaison Officer will share a daily schedule with you so you know what to expect each day.
This will depend on the type of work being done in your home. Your dedicated Customer Liaison Officer will talk it through with you during their visit before the work starts.
If you’re not available on the day of your induction visit, no problem — we can arrange a new date that works for you. Once a start date for the work is confirmed, we’ll need daily access until everything is finished.
No, you don’t have to be home yourself. If a friend or family member can be there, that’s perfect. If not, we can arrange to take a key from you and install a key safe. Once the work begins, we’ll need ongoing access each day.
You may need to move a few belongings before we start, but it depends on the type of work being done. Your dedicated Customer Liaison Officer will chat with you about what access is needed during your home induction visit.
While pets are your responsibility, we’ll provide advice on how to keep them safe during the work. We kindly ask that you keep them away from the work area at all times.
Absolutely! If you have any special needs or requirements, just let your dedicated Customer Liaison Officer know — they’ll support you every step of the way.
Our team will take care to protect your home by using floor coverings where needed and covering larger items with dust sheets or protectors. They’ll also tidy up before they leave each day.
There might be some noise, dust, or disruption depending on the work, but we’ll always do our best to keep it to a minimum. Before finishing each day, our team will clean the work area and remove any rubbish.
During the day, we kindly ask that you avoid the work areas, but you’ll be able to use these rooms again in the evening. Please keep in mind that some facilities might be limited while the work is underway. If you have any special needs during this time, just let your Customer Liaison Officer know—they’ll do their best to support you.
Your dedicated Customer Liaison Officer will visit you regularly to keep you updated. On days when a visit isn’t possible, they’ll give you a call to keep you informed about progress and the schedule.
This depends on your landlord and the kind of work being done. For example, if you’re getting a new kitchen, you’ll usually have the chance to make some choices. Your dedicated Customer Liaison Officer will go through these options with you when they get in touch.
You’ll receive any relevant user guides and aftercare guides based on the work we’ve completed for you.
Sometimes unexpected things can cause a slight delay to our schedule. If that happens, we’ll be sure to keep you informed and discuss the next steps with you.
Your dedicated Customer Liaison Officer will be available throughout the work to help with any questions or concerns. We also have a Site Manager on hand who oversees the project and can handle any issues that come up.
Yes! Our Site Manager will inspect the work and make sure you’re happy with it. After that, we’ll notify your landlord, who will usually carry out their own inspection and sign off on the work.
If you have any problems, you can get in touch with your dedicated Customer Liaison Officer or your landlord — they’re both here to help.
Yes, there’s a 12-month warranty. If you notice any issues during this time, please contact your landlord, who will then get in touch with us.
