Work is due to take place in my home – what happens next?
What happens next
In most cases, your main point of contact will be our contractor doing the work. We will make sure you have their name and contact details before the work begins.
If your property has been identified as being part of our yearly planned works, then we will contact you first.
Our contractor will then contact you to arrange a visit to your home. You will need to be home to let the contractor in. If you need to cancel your appointment, just let them know at least 48 hours in advance.
During this visit, our contractor will check what is needed for the work and then discuss with you the best time for the work to start.
When the work begins, we’ll keep you updated with how everything is going on a regular basis. Once the work is finished, we’ll carry out checks on a sample of the completed work to make sure it meets our standards and relevant legislation.
We’ll do everything we can to minimise disruption to you however, there will be some unavoidable disruption including noise and dust.
Our promise to you
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Click here to read moreMinimising disruption
Click here to read moreOur promise to you
Click here to read moreOur promise to you
We will always:
- Keep you updated from start to finish and show consideration
- Be available to help you with any issues or concerns you may have
- Arrange and keep to appointments, and let you know if we need to reschedule.
Before the work starts, we will:
- Discuss with you what the work will include, and any design or colour options
- Show you samples of products to help you decide
- Give you all the information you need, including contact details and emergency phone numbers
- Record the current condition of the areas in your home that may be affected by the work
- Make sure you’re happy with the service and resolve any issues as soon as possible.
During the work, all our contractors and service providers will:
- Be polite, courteous and respectful at all times to you as tenants, your home and your belongings
- Not tolerate any improper conduct
- Try to keep noise to a minimum
- Park vehicles considerately
- Make sure your home is secure when work is being done
- Not smoke in your home
- Not use toilet facilities or electricity without your permission
- Provide extra help and consideration for vulnerable residents and anyone with special requirements
- Carry Photo ID at all times
- Gather feedback at the end of the work to help us improve our service in the future.
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Health & Safety
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We will:
- Always follow health and safety procedures, advising you on general site safety guidelines and we will never put you or our staff at risk
- Make sure that our staff are suitably qualified and skilled for the work they are doing in your home
- Keep all access routes and footpaths clean, clear and safe
- Make sure materials, tools and equipment are stored safely and out of the reach of children or pets
- Move ladders at ground floor level out of the way or make them inaccessible overnight
- Take measures to restrict access to scaffolds while not in use
- Request that our contractor reports details of any accidents, near misses or acts of aggression or violence to us
- Keep all information about you confidential at all time and only discuss issues with you or your chosen representative.
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Minimising disruption
Click here to read moreMinimising disruption
We will:
- Keep your home secure, clean and tidy at all times, maintaining high professional standards while we are working in your home
- Tidy up at the end of each day
- For external work, we will tidy at the end of each day and carry out a more thorough clean up once the work is complete
- Use protective floor covering in working and access areas
- Where possible, maintain all services and facilities –ensuring you still have a fresh water supply, safe electrical supply and cooking, toilet and bathing facilities at the end of each day
- Never leave tools in your home overnight without your permission
- Make sure skips are kept safe and secure
- Make sure scaffold is kept free from rubbish and removed as soon as possible after the work is finished
- Make sure materials, equipment and machinery are kept in secure areas
- Never use your cleaning equipment
- Recycle waste materials appropriately.
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Frequently Asked Questions
Our contractor will let you know when they need to access your home and depending on the type of work, they may not need access on every day of the programme.
Don’t let anyone in if they don’t have an ID badge. Our employees and contractors understand this is important and will be happy to show you their ID upon request. Speak to your Contractors Liaison Officer or call Ongo on 01724 279900 if you have any concerns.
The timeline for each project will be different depending on the type of work being done. We’ll let you know how long the work to your home is expected to take when we first get in touch.
What is included in the work will depend on the type of work you are having done. Our contractor will be able to talk you through everything that will be included in the work for your home.
During the visit to your home, our contractor will discuss design and colour options (if any are available) with you and may show you examples to help you make a decision.
As a tenant you don’t have to pay for planned works. The works are funded from the income we receive from the rent you pay.
For works such as energy efficiency and building safety, we may also get some funding from external grants.
We know it can be stressful if your home is having major updates. So, when the time comes, we have a dedicated team to talk you through exactly what is happening and when, and to oversee quality control.
As your landlord, we have an obligation to make sure your home is safe and well looked after. If you would prefer to not to have the work done, please let us know as soon as possible.
There is no guarantee we will be able to return to complete the work in the future if you change your mind. Each refusal will be treated on a case-by-case basis and we will always consider the needs of all household members.
There will be times when planned works are essential and you must allow us access to your home to complete. They will relate to:
- Compliance with legislative requirements
- To resolve a matter that poses a risk to others or fits a hazard as defined by the Housing Health and Safety Rating System
- To ensure the property meets the Decent Homes Standard
- To fulfil the requirements of the Regulator of Social Housing
- To comply with a directive from a statutory body, such as the Housing Ombudsman or a Local Authority
- To prevent detrimental impact on your home.
No, we won’t complete partial work.