Our employees and contractors follow our code of conduct to make sure they give you a great service. They must complete their work professionally and without causing you any unnecessary disruption.
Before the works, we will:
- Agree in advance the date and time of any home visits.
- Write to you to explain what they’re planning to do and give you their contact details.
- Arrange a visit before the works begin if necessary, to discuss the plans.
- Let you know if they need to change an appointment, and re-book the appointment.
During the works, operatives and contractors will:
- Wear identification badges with their photograph.
- Explain to you what they’re going to do.
- Carry out all work in a safe and professional manner and follow health and safety regulations.
- Treat your possessions with respect, including using suitable protection, such as dustsheets, to prevent dirt, dust or other damage.
- Clear away all dust and rubbish from your home at the end of each day.
- Make sure your home is secure at all times, and let you know if doors and windows have to be left open.
Our operatives and contractors won't:
- Use radios or CD players.
- Move any of your possessions without your permission.
- Use anything in your home, including electricity, gas or water, without your permission.
- Enter your home if only a child is present – if no adult over 18 is in the home, they'll have to cancel the appointment and you’ll have to re-book it.
In return we hope you will:
- Keep appointments and allow us to enter your home.
- Let us know if you can’t make an appointment.
- Be ready for the work to be carried out in your home, including clearing the area in and around the repair – if this is under laminate flooring you've laid, you’ll need to remove it before we arrive.
- Be considerate towards our employees and contractors.
- Arrange for someone over the age of 18 to be in your property the whole time we’re there – as we can’t be in your property unsupervised.
- Ensure any dogs are secured behind a closed door in a separate room before we arrive - and kept there all the time please while we're in your home, muzzled if appropriate. Otherwise we will not be able to carry out any work.
- Make sure you have money in the meter if we're coming for a gas or electric appointment, as we'll need to run the appliances to check them.
- Not smoke close to our trades employees or in the room in which they are working.
After the work is completed:
- We’ll make sure you’re completely satisfied with the work, and leave the area clean and tidy.
- If it’s not possible to complete the work, we’ll make sure the property is safe and arrange a new date to finish it.
If you're unhappy with anything our employees or contractors do or say please contact us. You can also read more about our Competence and Conduct Policy and the standards we expect of those delivering housing management services for us.