Improvement Work To Your Home

Customer Information

This information booklet provides details about the improvement works that will be carried out to your home.

It will give you information about:• Who will be involved and how to contact them.• How to prepare your home for the work. • What will happen once work begins.• Details of the work we will be completing.• The standards you should expect from us.• What happens once the works are complete.• A pre start checklist to ensure all information. is explained correctly.

Roofing

Contents

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Page 3 Preparing your home

Page 3 Your home once work begins

Page 4 Work that will be completed in your home

Page 4 How long will the work take to complete?

Page 5 Our standards

Page 6 Safe working in your home

Page 7 After we’ve completed the work

Page 7 Comments, compliments or complaints

Page 8 Useful numbers and notes

Your Customer Liaison Officer will explain how to prepare your home ready for the roofing and external repair works during your pre start visit.

We’ve outlined some information you might find useful below:

• Please ensure that your garden is clear and tidy. To enable us to carry out the work, we recommend you remove any items outside of your home that might obstruct scaffolding. We’d also suggest either removing or covering the following items: • Garden furniture or equipment • Children’s play equipment • Vehicles • Garden ponds/special planters • Plants• We will also need you to remove any belongings you have stored in your roof space to enable us access to complete your roofing work.• If your home is having window lintels replaced, you will need to take down blinds and curtains in the affected rooms.

Preparing your home

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Your home once work begins• Please ensure that there is credit available on your gas and electricity meters (if applicable) to allow us to carry out necessary work.• Please ensure any external gates are left unlocked and pets are kept indoors during the day as access to your garden will be required.• If you discover any damage during the works, please contact your Customer Liaison Officer as soon as possible. Please don’t dispose of any damaged items or try to correct unsatisfactory work yourself.• Digital TV aerials and satellite dishes may need to be temporarily re-sited by a TV engineer to enable the works to go ahead.• Any BT telephone lines fixed to existing fascias will be relocated by a BT engineer, which the Site Team will arrange. Contacting BT direct may incur a call out charge which you would be responsible for. • Once your existing roof tiles are removed and prior to the roof replacement being finished your property will be kept wind and water tight during this period with temporary roof coverings. • The ceilings in your home are insulated to prevent heat loss, if there is a temporary roof covering on for a period of time you should not notice a significant loss of heat from your home.

Work that will be completed in your home• We will be re-roofing the main pitched roof to your home involving roof structural strengthening work, if necessary.

• Any existing outbuildings with a pitched roof will be re-roofed as required.

• Existing outbuildings or extensions with a flat roof will be stripped, insulated and recovered.

• Existing loft insulation will be inspected and we will ensure that the insulation will be at least 300mm thick.

• Brickwork repairs, re-pointing and wall tie renewal will be undertaken as necessary.

• The existing roofline will be renewed in uPVC including the fascia, so fits and bargeboards along with rainwater goods including gutters, downpipes and hoppers.

• Above ground soil and waste drainage systems will be renewed.

• Replacement of some window lintels will be required on some properties, your Customer Liaison Officer will let you know if your home requires this work.

• In order to ensure that the work is carried out in a safe manner, it will be necessary to erect tubular scaffolding to the front and rear of your property. If your home is either semi-detached or end terrace, scaffold will also be erected to the side of your property. Scaffolding may be erected on grassed areas using a base/plate, this may cause some damage to your grass. We apologise in advance for any inconvenience this may cause.

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How long will the work take to complete?It is anticipated that the work will usually be completed over a period of approximately 15-28 working days, depending on the size of the block of properties that your home sits in. We will discuss timescales for your property with you on an individual basis at your pre start visit. However, in some instances, please be aware that if additional repair works is found or due to adverse weather conditions the work could take a little longer to complete.

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We have service standards that all staff should follow when working in and around your home.

First impressions We will:

• Introduce ourselves to you, present photo identification and always adopt a professional approach.

Respect for youWe will:

• Be polite and courteous at all times.

• Talk to you about any concerns you might have.

Respect for your homeWe will:

• Treat your home as we would our own.

• Respect your home - we won’t use your facilities, smoke, play music, eat, use inappropriate language or use our mobile phones.

• Maintain the security of your home at all times.

Our standards

Communicating with youWe will:

• Be friendly, clear and concise

• Keep you informed of what we are doing and when we will be doing it before and throughout the whole process.

• Listen to you and help where we can.

• Make sure that you are happy with the work that has been completed.

Safe and tidy workingWe will:

• Follow good health and safety practice at all times.

• Be considerate when parking our vehicles.

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This section gives information about Health and Safety during your work.

Before the work startsWe will work with you to assess any special needs or requirements, so we can improve your home safely. If necessary, we can arrange for further visits to discuss this.

When the work startsYour safety and welfare is our priority. Scaffolding will be erected around your home and we will be working at height. Please take care when entering and leaving your home.

Dust and noise Some of the improvement work will create noise and dust. You may be exposed to dust for short periods of time which should not cause any harm to you. We will take precautions to try to reduce the dust and we will clean up at the end of each day. If you have any medical problems that are agitated by dust, please let us know.

Access around your homePlease take care when walking around the perimeter of your home when scaffold is erected to prevent trips and falls.

Contractor’s machinery and equipmentPlease do not use or tamper with any machinery or equipment that is being used to complete the work. This could cause accidents or injury.

Site compoundWe might need to locate a site compound for staff and storage near to your home. This will consist of several steel containers, possibly with steel fencing around them. Please ensure your children do not play around this area.

Safe working in your home

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We really appreciate your co-operation throughout the work and will try our very best to ensure any disruption is to a minimal, however, please be aware that:

• There will be extra traffic in your neighbourhood. We will ensure this is limited to essential vehicles such as deliveries and work vehicles.

• This is a very busy scheme and there will be scaffold around your home and homes in your neighbourhood for periods throughout the work.

• You will be visited by your Customer Liaison Officer and Project Manager to ensure that all works have been completed and there are no outstanding issues. You will be asked to sign to say all works are completed to your satisfaction.

• We will ensure that all debris associated with the works completed is removed, the area swept and will arrange for your windows and doors to be cleaned to remove any dust.

Comments, compliments or complaintsWe welcome your views about how we are delivering our services. If you’d like to make a comment, compliment or complaint, you can do so in a number of ways.

You can contact us by:• Speaking to your Customer Liaison Officer or any other member of the site team.• Calling us on freephone 0800 169 1213.• Visiting any local area office, where staff are available to help.• Logging onto the Gentoo website at www.gentoogroup.com• Writing to us: Gentoo Property Akeler House 1 Emperor Way Doxford International Business Park Sunderland, SR3 3XR

After we’ve completed the work

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Gentoo Group Limited is a charitable community benefit society, registration number 7302

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