This booklet explains the method and procedures which will be used, whilst undertaking the improvement works to your home. We hope that this will help you to understand how we work, who to contact and what you can expect from Emanuel Whittaker. This charter is our commitment to carry out the work, effectively, professionally and to the best of our ability, causing you, the customer, as little disturbance as possible. We are always trying to improve the services we offer and welcome your view on the journey you experience with us. We hope you will be pleased with the work carried out in your home, so please tell us when we get things right and just as importantly, when we don’t.
The site team are on hand to ensure that the works in your property runs smoothly and that you are kept informed regularly when access is required. They are also available to answer any questions you may have about the works and any concerns you may have.
The Site Team are here to ensure that:
– The works in your property run smoothly
– You are involved in the planning and delivery of the works to your property
– You are kept informed regularly of when access is needed
– Kept informed of all issues that affect you
– We respond to any questions you may have and deal with your concerns
Neil is your main point of contact prior to works starting in your property, and whilst works are being carried out. He will plan with you for access, organise appointments for tradespersons, and where necessary make arrangements to deal with any special or individual needs you may have. He will be in contact with you to make sure everything is running smoothly, to advise you of any changes or respond to any queries or concerns you may have.
Paul is in overall control of the delivery of the whole programme of works to the properties within this contract. He will work with Great Places to agree the content of the works and then plan how they will be delivered with the site team and with you, our customers. He will also deal with all on-site issues, co-ordinate the trades, design the programme of works and manage the site team and site office.
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:
– Please keep children and pets away from the work area
– Do not ignore any specific safety advice or instructions given by our operatives
– To ensure your safety, we request that you keep out of the working areas. If you need to go into the area, you must tell the tradespersons so they can protect your safety
– You must not touch or use tools and machinery as they can be dangerous
– Wherever possible tradespersons will avoid causing an obstruction, however, care must be taken when walking on dust sheets or near to lifted floorboards, extension leads, tools and pipe work, as these can cause a tripping hazard
– During the works there will be products used which require time to set e.g. silicone, paint, latex levelling screed and glue). Please ensure that children and pets do not touch these products. In the event of one of these substances coming into contact with the skin, please ensure that the affected area is immediately washed with soap and water
– Tradespersons may need to turn off your electric & gas during the work. You must not turn these back on as you may be seriously injured. The operatives will turn them back on as soon as it is safe to do so
– Some of the work will generate dust. We will take steps to reduce the amount of dust created and will clean up during the work and at the end of the job however there will inevitably be dust in the air which will settle on surfaces after our tradespersons have left your home
– A site compound (usually made up of steel containers with fencing around) will normally be erected near your property. Compounds are dangerous as they are used to store materials and have lots of vehicles entering and leaving them. Should you visit a compound, please use the pedestrian access which will be clearly signposted
– Please make sure that any tradesperson that enter your property are wearing an identification badge
We have in place a range of measures in-line with government guidance to limit risk, and protect the health and wellbeing of customers and colleagues at all times. Please help us manage this by contacting me as soon as possible if at any point you or a member of your household display symptoms of Covid-19, are shielding, self-isolating or are awaiting Covid-19 test results.
Work is due to start in your home. The information provided here aims to tell you about the types of disruption you may encounter whilst work is being carried out around your home. We will be carrying out improvement works in your home which may involve some or all of the following:
– Removal of Existing Kitchen and / or Bathroom
– Partial Electrical Rewire (to rooms being upgraded)
– Renewal of Kitchen Units, Worktops and Sink Unit and / or Bathroom & Shower as applicable
– Plastering and Wall Tiling to Kitchen and / or Bathroom
– Decoration to Kitchen and / or Bathroom
– New Floor Coverings to Kitchen and / or Bathroom
Please note, this work can cause quite a lot of dust, debris and noise.
The whole operation should not take longer than 15 working days if it’s for a kitchen and bathroom, and no longer than 12 days for either a kitchen or just a bathroom. It is our intention to complete the works as quickly as possible and we will endeavour to meet the deadlines outlined by Great Places Housing Group.
Prior to the work starting in your home, surveys will need to be carried out by both Great Places Housing Group and Emanuel Whittaker staff to assess the work needed. It is likely that surveys will be carried out by a number of different tradespersons.
In some situations, these can be carried out prior to any other visits in order to ensure we are fully prepared for the works to individual properties.
Our Resident Liaison Officer will visit you at home during which the details of how the work will be carried out will be explained to you. This survey is done in the privacy of your own property, enabling you to discuss any queries/concerns you may have on a one-to-one basis, or any personal issues or needs you may have that could be affected by the works. The survey involves the use of a camera around all areas of your home where any work is to be undertaken.
If you are unable to provide access for the duration of works due to your own work commitments, we can take possession of a key which will be stored securely. Any access problems could result in delays to the completion of works.
Should we visit your property and are unable to gain access, a card will be dropped stating our reasons for the visit and a phone number which you can contact to rearrange our visit.
We will contact you to provide 2 weeks’ notice of the work starting within your home. We will visit you during the week before your work is due to start and discuss the work in detail with you.
Here is a quick reference guide on preparing each room before works begin in your home:
– Please ensure all kitchen cupboards are empty
– Please ensure floor and work surfaces are cleared
– Please remove any soft furnishings including curtains, blinds and fitments such as brackets and curtain poles
– Please make sure that any daily essentials are at hand such as your kettle, microwave and basic cutlery
– Please remove pictures and mirrors from the walls
– Please ensure you remove blinds, shower screens, towel rails, hooks, and light dongle should you wish to keep them
– Please remove bathroom cabinet/mirror otherwise we will presume its part of the bathroom removal waste
– Please ensure all personal toiletries and any other belongs are removed from the bathroom, prior to the work starting.
– Please make sure that all valuables and ornaments are packed away and stored somewhere safe.
Works to your property may vary to those of your neighbour. We will tell you which works are specific to your property and how long they will take.
If you require any boxes or dustsheets for any preparation / packing, we may be able to assist. Please contact your Resident Liaison Officer to discuss arrangements.
We will require access to your home between the hours of 8.00am and 4.30pm Monday to Friday, throughout the duration of your works.
Any items in the garden round your property and along pathways leading to the front door should be removed to allow access for the operatives. This includes any garden furniture, pots or plants. If you think you are going to have difficulty clearing the outside of your property, then please discuss this with your Resident Liaison Officer during our visit to meet with you at home.
Parents are advised that it is dangerous to allow children to play within the working areas. Please move children’s toys away from the work area to help keep children safe and avoid trip hazards for the tradespersons.
Building work can upset pets; they can become distressed, can be injured or cause accidents. Please ensure that they are kept away from the working areas whilst work is in progress.
If you own a pet that is inclined to be lively, aggressive or wary of strangers please inform your Resident Liaison Officer so our colleagues can be made aware and arrangement can be made with you whilst work is on-going.
All of our employees carry identification badges and should not be allowed into your property unless you have checked their ID.
We will require access to your home between the hours of 8.00am and 4.30pm Monday to Thursday, and 8:00am to 3:30pm each Friday, throughout the duration of your works, however improvement work isn’t always continuous and we will tell you as far in advance as possible if there are any days where access will not be required.
If you are unable to provide access due to your own work commitments, we can take possession of a key which will be stored securely. Any access problems could result in delays to the completion of works on your property.
At times, there will be a lot of dirt, dust and noise, and your property may sometimes become very untidy. Our tradespersons will protect your carpets and other furnishings by using clean dust sheets. You will find dust settlement continues over the weeks following completion to the work and we recommend that you keep on top of this by wiping down any surfaces with a damp cloth each evening.
On rare occasions we sometimes may need to arrange last minute access, cancel work and/or re-arrange work. We are sorry for any inconvenience this may cause and will agree any further access times with you. Your co-operation and understanding on this rare occasion would be gratefully appreciated.
Our tradespersons will make sure that they clear away all materials at the end of each day and leave your property safe and tidy. In the event of any items being left in your property, please contact your Resident Liaison Officer.
There will be various tradespersons working in and around your property, at times there may be more than one. The works may not always be continuous and there may be days when no-one will be working in your property. We will keep you informed.
Certain tradespersons may need to turn off your water, electricity or gas, but they will always turn them back on at the end of every working day. If you have any specific needs and need to have them connected earlier, or any special arrangements made, please talk to your Resident Liaison Officer.
To avoid any inconvenience during the work to your home, please check the following at the end of each working day:
– You have hot water
– Your lights and sockets are working
– Your central heating is working
– Fridge and freezer are plugged in
– Cooker is connected and working
– Windows and doors are closed and locked
A visit will be made to your property when works are completed, and all finishing issues resolved; this is called the “handover”. The site manager will make sure you are happy with the finished product and ask you to sign the handover form. An additional handover will also be completed in conjunction with Great Places Housing group.
We are always trying to improve the service we offer and want to know your views. We hope you will be pleased with the work carried out in your home, and we ask that you tell us when we get things right and most importantly when we don’t.
If you have any other questions or queries that are not mentioned in this pack, please contact Great Places Housing Group to discuss. You can email firstname.lastname@example.org or visit www.greatplaces.org.uk to webchat.
If you need to report an emergency repair which is not related to the improvement works, please call 0300 123 1966; this emergency line is available to you 24 hours a day, all 7 days