Guide to improvement works

Your guide to improvement worksWhat happens next?

with the community at heart

33725_livin_GTI_Work_Booklet_33725_livin_GTI_Work_Booklet 16/01/2012 10:06 Page 2

Welcome


Handy contact details

Your Customer Care Officer is:

Contact:

Your Site Manager is:

Contact:

Equality Statementlivin aims to ensure that Equality and Diversity lies at the heart of our business and allows our customersto access high quality services tailored to their individual diverse needs.

It is our policy to provide access to services and employment equality to all, irrespective of age, race or ethnic origin, gender, marital or family status, religious or philosophical belief or political opinion,disability, nationality or sexual orientation.

As part of our commitment we, and our working partners, aim to treat everyone as equal citizens andrecognise, support and value the diversity of the communities in which they live.

Your guide to improvement works 01


Contents

1 Introduction 03

2 General information 04

3 What will happen before and during works? 06-37

Kitchen replacement 06-09

Bathroom replacement 10-13

Full house rewire 14-17

Central heating replacement 18-21

General external works 22-25

Roofing replacement 26-29

Internal door replacement 30-33

External door replacement 34-37

4 Health and safety 38-39

5 Beat the bogus caller 39

6 Decoration/disturbance allowance 40

7 Complaints procedure 40-41

02 Your guide to improvement works



IntroductionWe are delighted to confirm that your home is included in our £65 million programme of improvement works.livin is thrilled to announce that Bullock and Mears will be working as our partnersin carrying out work to every livin property if required. These works may include fittingnew kitchens, bathrooms, central heating systems, internal doors and external doors.

This booklet has been written to give you general guidance on what to expectwhile work is being done to your home and how to prepare. If you have anyquestions that are not answered in this booklet, please contact your CustomerCare Officer or Site Manager. Their contact details are on page 1 of this booklet.


General InformationWork is due to start on improving your home. This workmay involve a lot of noise and mess, but when it is finished,we are sure you will be pleased with the result.• We understand that having major works to your home may cause disruption to

your household, but please be assured that we will do everything we can minimisethis and help you cope while we are working in your home.

• The work may be carried out over several weeks; your Customer Care Officer will inform you how long your work should take.

• Access is very important – we need to start work on time, and on the days agreed, so that everything can progress smoothly.

• There will be workers in and around your home, so there may be very littleprivacy during the working day.

• The work isn’t always continuous, so sometimes there may be no workers in yourhome. Your Customer Care Officer will keep you informed about this.

• At times, there may be lots of dust and noise particularly with rewires, and your home may look untidy during the day. This will be tidied up at the end of each day.

• Floor protection will be used to protect floor coverings and dust sheets to cover furniture.




• Please be careful when there is work taking place in your home. You can find out more about health and safety on pages 38 and 39.

• During some schemes we may have to erect scaffolding around your home. Please ensure you inform your home insurer if scaffolding is erected, as it may affect your cover.

• Sometimes we will need to turn off the water, gas or electricity. You will be notifiedof this, and how long this is expected for. However they will always be back onbefore the end of the day. If you have any specific needs regarding this, thenplease inform your Customer Care Officer with the details.

• Sometimes we may need to disconnect your house alarm before we start work. You must inform your home insurer that your alarm may be disconnected duringthese works, as it may affect your cover.

• A survey of personal property will be undertaken before any works are started on site.

• Before works start you may be asked to carry out preparation works to your home.Please ensure that this is completed out as this may result in a delay in the runningof the programme.

• Shortly before work starts your Customer Care Officer will call and give you guidance onhow to prepare for the work. If you have a car it may be wise to move this from directlyoutside the property as work may be carried out in the area outside the front door.

You can find out more about what happens during improvementworks in the following pages.


Kitchen Replacement

What will happen before and during works?


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livin will write to you to confirm that work will be carried out to your home.

The contractor will write to you and introduce themselves and letyou know that they will be visiting you soon.

Your home will be surveyed to identify exactly what work is needed.

You will be asked to choose the kitchen units, worktops and tilesyou would like us to fit and we will design a kitchen layout to suityour needs. This will take into account your white goods such asfridge and freezer, washer, tumble drier and cooker. We will askyou to sign a form to confirm that you are happy for us to order the choices you have made.

You will receive a letter 21 days before work starts to confirm thatwork is due to start.

Your Customer Care officer will call and discuss any specialrequirements you may have. This may include medical problems,special support needs or, if you work, arranging access around shift patterns.

You will receive further letters at 14 and seven days before worksstart to confirm that the programme is running to plan and confirmthe date work is expected to start.

This type of work generally takes one week tocomplete, but this may change if we are carryingout several types of work at the same time. YourCustomer Care Officer will confirm this with you.

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Shortly before work starts your Customer Care Officer will call and askyou to prepare by doing the following:• Empty kitchen cupboards and clear all worktops.• Take down any kitchen curtains or blinds.• Move any small appliances like microwaves and kettles out of

the kitchen.• Keep your kettle, coffee and tea somewhere handy as you’ll want

these during the work• Move any furniture out of the room.• Remove any fittings that are your own and you want to keep.• Fridge/freezer will need to be moved and re-plugged in so that

they can be kept running and working whilst work is in progress.They will be moved back once work is completed.

• Washer, tumble dryer and dishwasher will need to be moved. We will disconnect these for you, and reconnect them on a Friday,unless you need them more often. You will need to tell us if you are unable to cope without these items for this length of time.

• Cooker will be disconnected and reconnected on a daily basis, so you can cook each evening.

Please let us know if you need help with this.

The Customer Care Officer will also give you a programme of works.This will show you day by day who will be working in your home andwhat work they will be doing. This will help you to plan your timearound them.

Before work starts the contractor will come and put down covering toprotect the area they are working in. We will ask you to sign a form tosay you are happy with the protection that has been put down beforethe work starts.

We will also inspect your white goods, for example washer, tumbledryer and dishwasher, for damage before work starts and ask you tosign a form to confirm their condition.

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Work will start on your home and your Customer Care Officer will visityou regularly to make sure that everything is going to plan.

Your property will be inspected to ensure that it is complete before being signed off.

You may then be asked to fill in a customer satisfaction survey, whichwill be collected by your Customer Care Officer.

It may be necessary to provide a temporary sink and worktop whilst works to the kitchen are completed.

It is your responsibility to ensure that the fridge/freezer is working at the end of each day.

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ENJOY YOURNEW KITCHEN



Bathroom Replacement



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livin will write to you and confirm that work will be carried out toyour home.

The contractor will write to you and introduce themselves and letyou know that they will be visiting you soon.


You will be invited to an open day and asked to make choices fromour range of tiles and flooring available. We will ask you to sign aform to confirm that you are happy for us to order the choices youhave made.


Your Customer Care Officer will call and discuss any specialrequirements you may have. This may include medical problems,special support needs or, if you work, arranging access around shiftpatterns.

You will receive further letters at 14 and seven days before worksstart to confirm that the programme is running to plan and confirmthe date work is expected to start.


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Shortly before work starts your Customer Care Officer will call and askyou to prepare by doing the following:• Take up carpets or flooring you may want to keep.

• Take down bathroom cupboards if possible.

• Take down any bathroom curtains or blinds.

• Remove any fittings you want to keep, cabinets, toilet roll holdersand mirrors.

• Clear the areas that we will be working in of pictures, ornaments or furniture.

• The contractors will assist in moving personal possession but they willnot be liable for any damage caused.


Before work starts the contractor will come and put down covering toprotect the area they are working in. We will ask you to sign a form tosay you are happy with the protection that has been put down beforethe work starts. It will be checked regularly while work is being done to ensure that your flooring is protected at all times.

Work will start on your home and your Customer Care Officer will visityou regularly to make sure that everything is going to plan.

Once work is complete it will be inspected to make sure that it iscompleted to your satisfaction before it is signed off.

You may then be asked to fill in a customer satisfaction survey, which willbe collected by your Customer Care Officer.

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“I am over the moon with the work that I have had done by Mears. I am in lovewith my new kitchen thank you.”Mr Shield - Tenant

ENJOY YOURNEW BATHROOM


Full House Rewire



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The contractor will write to you and introduce themselves and let youknow that they will be visiting you soon.



Your Customer Care Officer will call and discuss any special requirementsyou may have. This may include medical problems, special supportneeds or, if you work, arranging access around shift patterns.

You will receive further letters at 14 and seven days before works start toconfirm that the programme is running to plan and confirm the date work isexpected to start.

Before work starts on your home we require you to prepare by doingthe following:• Ensure that ornaments and pictures are removed and packed away

and furniture is removed from the areas we are working in and thewalls of ajoining rooms before works start.

• We will let you know what furniture and floor covering needs moving.

• Clear the areas that we will be working in.

• Access may be required to your loft space. You will need to makesure that access is clear and items are packed away.

• Light shades and own fittings to be taken down and kept safely.


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• It is your responsibility to ensure that the fridge/freezer is plugged inand working at the end of each day.

• During the rewire we may need to lift floorboards, chase into walls andremove existing coverings.

The Customer Care Officer will also give you a programme of works. This will show you day by day who will be working in your home and whatwork they will be doing. This will help you to plan your time around them.

Before work starts the contractor will come and put down covering toprotect the area they are working in. We will ask you to sign a form to sayyou are happy with the protection that has been put down before thework starts. It will be checked regularly while work is being done toensure that your floor covering is protected at all times.

Work will start on your home and your Customer Care Officer will visit you regularly to make sure that everything is going to plan.



If you are entitled to decoration allowance or assistance (please see page40), we advise that you do not start decorating until you have received them.

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“Thank you for a fantastic job carriedout to my bungalow by Bullock; whata marvellous team, hardworking, tidyand clean, an absolute credit to you.”Mrs Linsley - Tenant



ENJOY YOUR NEWLY REWIRED

HOME


Central Heating Replacement



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This work generally involves upgrading your boiler and may includerenewal of radiators. However, if your home has a fire fitted with a backboiler you will be invited to an open day and asked to choose an electricfire and surround from our range. We will ask you to sign a form toconfirm that you are happy for us to order the choices you have made.

You will receive a letter 21 days before work starts to confirm that work is due to start.


You will receive further letters at 14 and seven days before works startto confirm that the programme is running to plan and confirm the datework is expected to start.


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Shortly before work starts your Customer Care Officer will call and askyou to prepare by doing the following:• Make sure that pathways to central heating, fireplaces and radiators

are cleared.• Ensure that areas around where we are working are clear of furniture

and floor coverings.• Clear the areas that we will be working in.

The Customer Care Officer will also give you a programme of works. This will show you day by day who will be working in your home and whatwork they will be doing. This will help you to plan your time around them.

Before work starts the contractor will come and put down covering toprotect the area they are working in. We will ask you to sign a form to sayyou are happy with the protection that has been put down before thework starts. It will be checked regularly while work is being done toensure that your flooring is protected at all times.

Work will start on your home and your Customer Care Officer will visit youregularly to make sure that everything is going to plan.



At this point if you are entitled to decoration vouchers or a disturbanceallowance, livin will arrange for them to be delivered to you. Please beaware that the vouchers may only be used for buying decoratingmaterials and may not be exchanged for cash.

Therefore, we advise that you do not start decorating until you havereceived them.

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ENJOY YOUR NEW CENTRAL

HEATING


General external works



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Shortly before work starts your Customer Care Officer will call and giveyou guidance on how to prepare for work to start. They may ask you to:• Remove any exterior ornaments or fixtures to the walls of the property.

• Remove any security lighting/CCTV Cameras.

• Make sure that the window and door sensors and alarm fittings havebeen disconnected.

• Where alarms have been disconnected, contact your home insurancecompany to inform them of this.

This length of time taken to complete this typeof work may vary. Your Customer Care Officerwill confirm this with you during their visit.

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• Remove all garden items such as plant pots, plants, garden furniture,BBQ’s and ornaments to a safe location.

• Clear away all refuse and animals toys or waste from the property.

• Make sure that any animals or pets are adequately restrained to avoidaccidents or injuries.

The Customer Care Officer will also give you a programme of works. This will show you day by day who will be working on your home and whatwork they will be doing. This will help you to plan your time around them.




During the works it may be necessary to temporarily remove TV aerials,Sky dishes and telephone cables and these will be reconnected aftercompletion of the works.

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“I was kept informed and thecontractors were very nice, friendlyand helpful.”Mr Cheesmond - Tenant



ENJOY YOURNEWLY

IMPROVED HOME


Roofing replacement



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Shortly before work starts your Customer Care Officer will call and giveyou guidance on how to prepare for work to start. They may ask you to:• Move anything stored in the loft to a point so work can be carried

out. Please discuss this with your Customer Care Officer.• Remove any exterior ornaments or fixtures to the walls of the property.• Remove any security lighting/CCTV Cameras.• Make sure that the window and door sensors and alarm fittings have

been disconnected.• Where alarms have been disconnected, contact your home insurance

company to inform them of this.

This type of work generally takes oneweek to complete, but your CustomerCare Officer will confirm this with you.

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• Remove all garden items such as plant pots, plants, garden furniture,BBQ’s and ornaments to a safe location.

• Clear away all refuse, toys and waste from the property.

• Ensure that your vehicle(s) are parked well away from the work area.

• Make sure that any animals or pets are adequately restrained to avoidaccidents or injuries.

Scaffolding may be erected to your home if required.

The Customer Care Officer will also give you a programme of works. This will show you day by day who will be working on your home and whatwork they will be doing. This will help you to plan your time around them.




During the works it may be necessary to temporarily remove TV aerials,Sky dishes and telephone cables and these will be reconnected aftercompletion of the works.


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“All of the workmen were very politeand very helpful, nothing was aproblem for any of them. Excellentwork team, very much appreciated.”Mrs Hindmarch - Tenant



ENJOY YOUR NEWLY

IMPROVED HOME


Internal door replacement



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You will receive a letter 21 days before work starts to confirm that workis due to start.




Before work starts the contractor will come and put down covering toprotect the area they are working in. We will ask you to sign a form tosay you are happy with the protection that has been put down beforethe work starts. It will be checked regularly while work is being done to ensure that your flooring is protected at all times.

This type of work generally takes up totwo days to complete, but your CustomerCare Officer will confirm this with you.

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Work will start on your home and your Customer Care Officer will visit you regularly to make sure that everything is going to plan.




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ENJOY YOUR NEWINTERNAL DOORS



External door replacement


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Your home will be surveyed to identify exactly what work is needed and you will be asked to choose a door from our range.



You will receive further letters at 14 and 7 days before works start toconfirm that the programme is running to plan and confirm the datework is expected to start.

Shortly before work starts your Customer Care Officer will call and askyou to prepare the area the contractor is working in. If you have a car itmay be wise to move this from directly outside the property as work willbe carried out in this area. You will also be given a programme of works.This will show you day by day who will be working in your home andwhat work they will be doing. This will help you to plan your timearound them.

This type of work generally takes a day tocomplete, but your Customer Care Officer willconfirm this with you.

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Before work starts the contractor will come and put down covering toprotect the area they are working in. We will ask you to sign a form to sayyou are happy with the protection that has been put down before thework starts. It will be checked regularly while work is being done toensure that your flooring is protected at all times.





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ENJOY YOUR NEWUPVC DOORS


Health and safetyBefore the works starts, the contractor will explain whatworks they have to do and how it may affect you.You must always take note of the following health and safety guidance while work isbeing carried out to your home:

Safety BarriersThe contractor may erect barriers to stop you getting into rooms being worked on. If you need to enter these rooms please ask the operative and they will protect your safety.

Agreement to useOperatives should not use your electricity, toilet, telephone or radio without your agreement.

ChildrenTo prevent accidents, please keep children away from all areas of work, including tools,material, rubbish, scaffolding and rubbish skips. We will not be able to carry out work in your home if children under the age of 16 are left un-attended.

PetsTo avoid pets being hurt or getting trapped under floor boards (if lifted), please keepthem away from work areas. If your pet is prone to attacking visitors or strangers pleaseensure you secure or restrain the pet whilst contractors are working in your property.

Dust Some improvement work will create dust but only for short periods of time. The workers ensure this is as little as possible. All areas of work will be cleaned up at the end of each day.

NoiseNoise may be emitted by our operative’s activities, this should be minimal. However, if this becomes a nuisance please inform our operative.

Watch your stepTo avoid tripping up or falling, please be careful when walking on dust sheets or thingslike rolled-up carpet, materials or trailing cables. Wherever possible, the operatives willtry to provide a clear access around your home.



Electrical workWhilst electrical work is being carried out, do not use any sockets unless you havespoken to the electrician or Customer Care Officer beforehand. All sockets will be leftworking at the end of each day.

Falling objectsWhen working on the roof on scaffolding, objects can fall accidentally. Please take extracare when you enter or leave your home to avoid serious injury or fatality. Please do notallow children to play on it.

Keep off scaffolding and laddersA fall from scaffolding or ladder could have serious results. Please do not allow anyoneincluding children onto the scaffolding.

Keep out of the storage compoundOperatives may have a site compound for storage and workers near your home. It’s usually a fenced-off area containing steel huts. Please keep children away from this compound.

EquipmentTo avoid serious injury, please do not touch or use any of the operatives’/workers’machinery or equipment – this includes hand and electrical tools.

Other workWhile improving your home, we may find that other unforeseen work is required.If this is the case, we’ll inform you how the work will affect you and do what we can to reduce any disruption or risk.


Beat the bogus callerIf you are expecting a caller: CHECK THEIR IDENTIFICATION VERY CAREFULLY

All contractors working on behalf of livin wear an Identification Badge.

If you are in any doubt: DO NOT LET THEM IN

All of our workers will be happy to wait if you want to phone and confirm their identity,or if you want to re-arrange an appointment.

If you believe that the caller is not who they say they are, report it to the policeimmediately dialling 0345 6060365.

Please note that most callers to your home will be genuine.


Decoration/disturbanceallowanceDuring some types of scheme we may offer decoration vouchers and/or disturbance allowance.

If you are having any of the following improvement works to your home you mayqualify for an allowance or assistance with decorating if you meet the criteria:

• Central heating replacement

• Electrical rewire

For more details, please speak to your Customer Care Officer.

Complaints procedureAlthough we try to provide the verybest service possible, we recognisethat sometimes things can go wrong.

If you have a complaint about the service you receive while we are improvingyour home contact us in one of thefollowing ways:

Contact livin in one of the following ways:

• By telephoning livin on 0800 587 4538(free from landlines) or 0300 111 2344(cheaper from a mobile) and asking forthe Customer Relations Team

• In person by speaking to your CustomerCare Officer or Site Foreman while theyare in your home

• By completing a Customer Feedbackform available from any member of livin,Mears or Bullock staff, or from ourwebsite at: livin.co.uk

• In writing (letter, fax or email)• By completing a satisfaction survey - we

send these to customers using our services

You can give us your comments yourself or you can ask someone to do this on your behalf.

Any livin, Mears or Bullock member of staff will be able to take your complaint and we will acknowledge any feedback you give us within two working days, but we have a specific procedure for dealingwith complaints.

Our complaints procedureStandard Complaint stages:

Informal - This is an opportunity for us todeal with your issues at the first point ofcontact. (For details of how your complaintwill be handled see ‘What happens next?’)

Stage 1 - If you are not happy with theway your complaint is handled at theinformal stage you can ask us to take itfurther and your complaint will thenbecome formal.

Stage 2 – If you feel that your complainthas not been handled in accordance with



livin complaints procedure you can ask foranother officer from livin to review the case.

Appeals Panel - At this stage you can ask that your complaint is independentlyreviewed if you feel that your complainthas not been handled in accordance withlivin complaints policy.

What happens next?Informal – We will try to deal with yourcomplaint ‘there and then’. If we can’t dothis, we will acknowledge your complaint in writing within two working days andconfirm who will be responsible forhandling and monitoring your complaint.We aim to handle all complaints within 10 working days.

Stage 1 – An officer will visit you anddiscuss your complaint and you will receiveour written response in 10 working days. If the investigation will take longer than this,we will update you every 10 days.

Stage 2 – You must write to us givingevidence that we have not followed ourprocedure in handling your complaint.This must be within 28 days of the date on your stage 1 closing letter. A seniormanager will visit you and investigate yourcomplaint and give you their findings in 10 working days. If the investigation willtake longer than this, we will update youevery 10 days.

Appeals Panel - You must write to usgiving evidence that we have not followedour procedure in handling your complaint.This must be within 28 days of the date onyour stage 2 closing letter.

You will receive an acknowledgementwithin three working days and your appealwill be passed to the Appeals Panel for areview hearing. The Appeals Panel is madeup of tenants, Board members and staffand they will review the handling of a Stage2 complaint or any very serious or multi-

department complaint. They aim to contactyou within three working days and give youan expected hearing date for dealing withyour complaint within 28 working days.They also aim to give you a full response to your complaint within 15 working days of the Panel Review Hearing being held. If there are any delays in issuing the fullresponse, you will be contacted in writingto explain why.

If your appeal is upheld you will receive a written apology, which will include:

• Confirmation of the details of thecomplaint

• Details of the result of the complaint• A clear statement of what we have done,

or will do, to resolve the complaint(including a timescale if necessary)

• A clear statement of any action we havetaken, or will be taking, to make sure thatthe circumstances that made youcomplain do not happen again

At the completion of the appeal hearing,we will give you details of how to complainto the Housing Ombudsman Service, incase you still do not consider yourcomplaint resolved.

Please note that where an interpreter ortranslator is required, the time limit forresponse may be extended by fiveworking days at any stage within thecomplaints process.

If you have any questions about theinformation in this guide, please contact us on 0800 587 4538 (free from a landline)or 0300 111 2344 (cheaper from a mobile).Alternatively you can email us [email protected] or write to:

livinCustomer Relations TeamFarrell House, Arlington WayDurhamGate, SpennymoorDL16 6NL



We hope you enjoy your newlyrefurbished home.


Documents

Guide to improvement works