We use information from surveys, inspections and other information we hold about your home to help us understand where improvements are needed most. We also consider factors such as safety requirements, the condition of homes and feedback from tenants when planning future works programmes.

If your home is included in a planned works programme, we’ll contact you directly to explain the work being carried out, what happens next and who to contact if you have any questions.

If you have concerns about any major repairs in your home, please complete the repairs form here.

If you have concerns about planned works in your home, please speak to us as soon as possible. We’ll discuss the proposed work with you and explain any implications before making a decision about next steps.

We’ll contact you as early as possible before work begins and will provide information about timescales, appointments and what to expect. The amount of notice may vary depending on the type of work being carried out, but we will always give you at least 4 weeks’ notice before work begins.

We use approved contractors who meet our quality and safety standards. All staff will carry official ID badges which will be shown before entering your home. If you are ever unsure about someone coming to carry out the works, please get in touch with a member of the Customer Connect Hub on 0300 123 5522.

The length of time will depend on the type of work. The expected time will be confirmed to you by letter.

In most cases, you can stay in your home while works are carried out. If we believe the work may involve health and safety risks, we will always contact you to arrange other accommodation in advance.

Yes, there are a few things you may need to do to help the work run smoothly. Your Tenant Liaison Officer will explain exactly what’s needed, but this may include:

• Clearing kitchen cupboards for kitchen replacements
• Removing personal items from rooms being worked on
• Moving small furniture or belongings to create space
• Providing access to loft spaces if needed for electrical or insulation work
• Keeping pets in a safe space during work hours

If you need help with preparing your home, or if you’re unable to move items yourself, please let your Tenant Liaison Officer know as soon as possible so we can support you.

Please contact your Tenant Liaison Officer as soon as possible if you can not be home and need to rearrange. We will do our best to reschedule to a time that works for you.

You will have a named Tenant Liaison Officer who will be your main point of contact throughout the duration of the works. Their details will be included in your letters, and they will contact you and arrange a pre-entry survey before the works start. If you need to contact someone after works have been completed, please reach out to our Customer Connect Hub on 0300 123 5522.

Please let us know straight away by contacting your Tenant Liaison Officer. We will arrange for an inspection and have this reviewed for you as soon as we can.

Yes, some planned works can be noisy at times, especially when contractors are removing old fixtures or installing new ones. We’ll always do our best to keep noise to a minimum and let you know when the loudest parts of the work are likely to happen. If you have any concerns about noise, please speak to your Tenant Liaison Officer.

Sometimes we may need to temporarily turn off your water, gas, or electricity to carry out the work safely. Any interruptions will be kept as short as possible, and your Tenant Liaison Officer will let you know in advance:

• Why the supply needs to be switched off
• How long it’s expected to last
• When it will be turned back on

If you have health needs that rely on utilities, please make sure your Tenant Liaison Officer knows so we can plan around this.

This depends on the type of work being carried out. For example:

• Kitchen replacements may mean your cooking space is limited for a short period.
• Bathroom replacements may mean the bath or shower is unavailable for part of the day.
• Boiler or heating upgrades may affect hot water temporarily.

We will always tell you in advance what facilities will be affected and for how long. We’ll also work with you to reduce inconvenience wherever possible.

Our planned works programmes are reviewed regularly and can change as priorities evolve. Because of this, we don’t publish detailed schedules for future years. If your home is selected for planned works, we’ll contact you directly with more information.

Homes don’t always require improvements at the same time. Decisions are based on information about the condition of each home, safety requirements and other factors that help us prioritise investment where it’s needed most.