We kindly ask that you allow us access to your home for these improvement works. These upgrades are being carried out to improve your home and overall comfort. Under the terms of your tenancy agreement, access for essential works is required, and we will work closely with you to minimise any disruption.
Supporting you
Our aim is to provide an excellent service to all our tenants. We will:
Make every effort to minimise the disturbance.
Consider the needs of everyone affected by the building process. If you have specific needs or require reasonable adjustments or a tailored service, please talk to the Tenancy Liaison Officer.
The Tenancy Liaison Officer is the main point of contact before the work begins on your home, and while work is being carried out. They will:
- Organise appointments for work to be carried out
- Complete a getting to know you form to help understand your needs
- Ask you to sign a disclaimer. This is to make sure you clear the area where work is taking place as the contractor cannot be responsible for any damage made to items in the way.
- Implement any specific needs you may have.
They will visit you regularly to:
- Make sure everything is running smoothly.
- Tell you about any changes.
- Respond to any questions or concerns you may have.
The Contractor Site Manager will deal with all on-site issues, co-ordinate the work, and manage the site team. They will make sure everything is running smoothly and respond to any questions or concerns you may have.
If you notice any issues, please report them to your Tenancy Liaison Officer or a member of the contractor’s site team. If you have an issue that cannot be resolved with the contractor, please contact the Delivery or Energy Team representatives.
Telephone - Bury Housing Services on 0161 686 8000
Email - For energy schemes: energyteam.housingservices@bury.gov.uk, or for other improvement projects: housingassets@bury.gov.uk
While work is being carried out, it’s important to remember that all tradespeople will have ID. All appointments will be booked in advance so there will be no unexpected appointments or cold calling.
Emergency out-of-hours contact
The contractor will make sure your home is safe at the end of the day. If, however, you experience there is a problem with any of the work during non-working hours, you should contact the emergency number you have been provided with.
Please be aware that only certain circumstances are classed as emergencies, such as:
- A major water leak after we have installed a new service or repaired/replaced an existing service.
- A gas leak after we have installed a new service or repaired/replaced an existing service.
- Loss of heat or hot water, after we have installed a new service or repaired/replaced an existing service.
- Total loss of electricity, after we have installed a new service or repaired/replaced an existing service.
- Locks to new outside doors not working.
- New windows not closing properly.
You should also contact the National Gas Emergency Service if there is a gas leak on 0800 111 999.
Please speak to the site team for help with non-emergency related issues during working hours of 8am to 4.30pm Monday to Thursday, and 8am to 3.30pm on Fridays. Details will be provided by the contractor when the scheme starts.
Health and safety
Your health and safety is very important to us, so please make sure that you and your family are aware of the following health and safety issues.
Pets
Pets are always tenant’s responsibility. Please make sure that you keep pets away from work areas. If workers need access to the exterior of your property, please note gates may need to be left open and it is your responsibility to keep all pets secure. Please ensure there is no animal faeces in the garden.
Dust
Contractors will seek to minimise dust, however, some dust may be inevitable, contractors will make sure this is cleaned up. If you have a health condition that could be impacted dust, please make sure this is recorded on the ‘getting to know you’ form for our consideration.
Scaffolding
If scaffolding is erected, please do not tamper with it, alter it, or climb on it. Please take extra care when entering and leaving your home.
Exits
Please make sure that there is a clear exit available for you, your family and our workers at all times.
What to expect from internal works
There will be various trades people working in and around your home, and sometimes there may be more than one. There may be days when no-one will be working in your home, but your Tenancy Liaison Officer will keep you informed on when this will be.
We will protect your carpets and other furnishings by using clean dust sheets and will clear away all the materials at the end of each day, leaving your home safe and tidy.
Your water, electricity or gas may need to be turned off but you will be given advanced notice. We will always aim to turn them back on at the end of every working day.
If you are having a new central heating system fitted, we will aim to have this up and running within a day. Sometimes, we may not be able to leave you with full facilities. If this happens, we will provide temporary heating, cooking or washing facilities where needed.
Preparing for internal works
- Remove pictures and mirrors from walls and store any ornaments, valuables and personal items safely so they don’t break as a result of any vibration.
If you are having a new kitchen fitted, it is your responsibility to:
- Empty the kitchen cupboards.
- Clear floors and work surfaces.
- Take down any curtains or blinds, including fittings and poles.
- Take up any carpets or flooring that you want to keep.
- Depending on the work, your Tenancy Liaison Officer will discuss with you if any appliances that need to be moved.
If you are having a new bathroom fitted, it is your responsibility to:
- Make sure that all toiletries are packed away and stored in another room.
- Remove any flooring and fittings that you want to keep, like cabinets, and toilet-roll holders.
If you are having a new central-heating system or electrical works fitted, it is your responsibility to:
- Make sure you pull carpets and rugs away from the walls which will be affected
Remember to keep any daily essentials to hand, such as tea and coffee, your kettle, microwave and basic cutlery. If you require any assistance with preparing for internal work, please speak to your Tenant Liaison Officer.
Preparing for external works
- Remove any garden furniture, ornaments or other personal items you have around your front and back doors and along pathways.
- Remove any plants that are within 2 metres of any wall, or within the line of any scaffolding. If you cannot remove them, please cut them back.
- Remove any vehicles, or other obstructions on your driveway.
- Keep windows and doors closed and do not dry washing outside during work.
- If you have a garden pond, please cover it while we are carrying out work.
If your external works includes roofing, please:
- Remove all personal possessions and valuables from your loft prior to the works starting.
- Do not access your loft once loft insulation is installed for your safety.
In most cases, the roof void will become open to the elements for a short period of time which may allow dust and debris into your loft space, but we will try to reduce the effects of this.
During the roofing work, we will need to temporarily disconnect your gas fire, however your heating and hot water will be maintained. Additional heating will be supplied upon request.
If you require any assistance with preparing for external work, please speak to your Tenant Liaison Officer.
Preparing for Energy improvement works
Many energy improvement works are a mix of internal and external works, so all previous preparation responsibilities apply.
Step-by-step guide of improvement works
The following steps explain what will happen during improvement works:
Step 1 – The Delivery and Energy Team will send you an introduction letter informing you who your contractor will be.
Step 2 – A ‘condition survey’ or retrofit survey of your home will take place. If we are going to replace your kitchen, a kitchen designer will design it with you.
Step 3 – If you are having internal or energy works, you will receive an invitation to an Open Day where the works to your home will be confirmed.
Step 4 – You will receive this handbook, and your Tenant Liaison Officer will carry out an induction. They may take photos of the work areas and will discuss how you should prepare for the work.
Step 5 – The contractor will send you a letter around 14 days before we start any work,
giving you a provisional start date.
Step 6 – You will receive a letter around 7 days before the work starts
confirming the exact start date.
Step 7 – 24 - 48 hours before work starts on your home, your Tenant Liaison Officer will contact you to make sure that you have made all the preparations and issue you with your resident diary.
Step 8 – Works on your home start. Your Tenant Liaison Officer will regularly visit you.
Step 9 – There will be an inspection after your works are completed, where you will receive advice on how to use any new systems installed. You will also be sent a customer satisfaction questionnaire so we can gather your feedback.
By working together, we can reduce the amount of disruption to your home.
What you can expect from us
You can expect us to:
- Treat your home with respect.
- Tell you about all the issues that affect you.
- Consider any personal issues and arrangements that affect your normal living arrangements (for example, disabilities, pets and nightshift workers).
- Not start work before 8am or to finish after 5pm, unless you agree.
- Keep appointments and tell you, where possible, at least one day before if we cannot keep an appointment.
- Not swear or smoke in your home.
- Use clean dust sheets or pvc protective floor film.
- Remove all rubbish from the work.
- Not leave you without services longer than necessary.
- Not enter your home where there is an unaccompanied child under 16.
- Carry out work to a high standard.
- Make sure you can always get in and out of your home.
- Deal with all complaints fairly.
We has a zero-tolerance policy, so please be respectful of staff and workers in your home.