We invest in our homes to make sure they’re modern, fit-for-purpose and energy efficient.
So, no matter whether we’re replacing your heating system, kitchen or bathroom we know our works will improve the safety, efficiency or quality of your home.
To make sure we’re focusing on the right things, we complete regular surveys of every one of our homes so we understand what will make the biggest difference.
Last year our investment included:
| Structural, groundworks and fencing improvements – £1.7m | Kitchens – £1.3m |
| Bathrooms – £600k | Windows and doors – £180k |
| Roofs – £650k | Energy Efficiency Measures – £450k |
| Communal doors, door entry and warden call systems – £500k | Boiler replacements and heating upgrades – £2.25m |
| Shower Installations – £1.1m | Electrical rewires and new alarms – £500k |
| Fire safety enhancements – £3.7m |
This year’s priorities:
| Over £1m Investment in our Roofing Programme | £2.5m on Boiler Upgrade Programme |
| £2.3m on new Kitchens and Bathrooms | £3m on Fire Safety Upgrades |
| £500k on Communal Door Replacements | £500k on Communal Area Improvements Programme |
| Continuing our Stock Condition Programme |
If we’re planning any work to your home or block, we’ll contact you to let you know.
Stock condition surveys
We are continually planning our investment programmes for the coming years and our priorities and approach has been set out in what is known as our ‘Asset Strategy’.
To support us in developing and delivering this strategy, we’re currently carrying out a large number of ‘Stock Condition Surveys’ to our homes and blocks. These surveys provide us with detailed information about the condition and safety of our homes and blocks, so we can ensure your home is safe and comfortable and plan for when future investment may be needed.
This year’s surveys are being carried out by Savills. They’ll write to you let you know when they will be in your area, give more details about the survey and how you can arrange access. If you’re contacted by Savills about carrying out a survey to your home, it’s important that you allow access so that we can identify when improvements to your home may be needed. The survey should take no longer than 45 minutes and won’t cause any mess or disruption to your home.
Typical replacement lifecycle
Whilst our programmes are driven by the findings from our Stock Condition Surveys and the condition and functionality of components, typical timeframes for replacements can be found below:
| Element | Replacements timeframe |
| Kitchen | 25 years |
| Bathroom | 30 years |
| Roof | 65 years |
| Windows & Doors | 40 years |
| Boiler | 20 years |
When works are required in your property
Following our surveys, our investment programmes are being confirmed. If your property is on one of our investment programmes, we will:
- Keep you informed when we’ll carry out works in your home – when works are required in your home, we will send a letter telling you what works we’ll be completing and to make an appointment to visit your home.
- Make it easy for you to rearrange your appointment – you can contact us in a way and at a time that works for you, and we’ll confirm your new appointment directly with you.
- Let you choose what’s right for your home – if we’re completing works that have options, like fitting new kitchen cupboard doors or floor finishes; we’ll let you pick your favourite before we start installation.
- Explain exactly what we plan to do – before we start any works in your home, we’ll tell you what we’re doing so you know what to expect.
- Treat your home with care – we’ll respect your space and belongings, leaving everything as we found it.
- Keep you updated every step of the way – so you always know what’s happening in your home.
- Complete works as quickly as possible – doing all we can to limit any disruption to you and your household.
What to expect during works
To make sure you’re updated while we’re completing works in your home, a dedicated Customer Liaison Coordinator will be assigned to you. This is so you can raise any questions or concerns you have quickly and easily.
Your Customer Liaison Coordinator will work with the contractor completing the works and will make any appointments necessary, keep you updated on progress, and let you know what to expect. They’ll also check the works to make sure they meet our standards and have been completed properly.
Typical works timescales
How long works take to complete depends on a number of things such as how old your home is, the condition of existing utilities and fixtures, how quickly we can visit your home, if we come across any unexpected issues and even the weather, if we’re working outside. The Customer Liaison Coordinator will be able to advise on expected timescales as work progresses.
However, we aim to complete all works in the following timescales:
- Kitchen replacement – 10 working days
- Bathroom replacement – 7 working days
- Boiler replacement – 2 working days
- Roof replacement – 15 working days (including scaffold)
- Windows and doors – 3 working days
After works are completed
We take your safety seriously and to make sure all works meet our standards, a member of our team will inspect your home and sign off on everything that’s been completed. If works aren’t good enough, we’ll rearrange for it to be fixed right away.
Once we’re happy with the works that have taken place, we’ll ask you to sign a Customer Quality Document to confirm you’re also happy with everything.