Here you’ll find answers to the most common questions you may have regarding works to your home or estate.
Please contact your Resident Liaison Officer if you have any questions which are not answered here.
Who do I contact about works to my home?
Our contractors employ specialist Resident Liaison Officers, RLOs. Their role is to support you when major works are carried out to your home.
Your RLO is your first point of contact, and will arrange appointments, deal with access and contractor issues and investigate complaints. They will give you a contact sheet which includes their contact information before work starts.
When will I get improvements in my area?
We will write to you when work is scheduled to take place to your home or area.
From time to time, we have to prioritise essential safety work which means we have to put pre-planned work to your building or estate on hold. We will keep you updated about any changes to work to your building or in your area.
Who do I complain to?
We try to get things right first time but we understand that sometimes this does not happen. We realise building work can be stressful and there may be times when you need to highlight issues causing you concern.
1. If you need to make a complaint, contact your RLO first. Your RLO will investigate your complaint and provide you with a response.
2. If you are not satisfied with your RLO’s response, please contact your Construction Project Officer.
3. If you remain unhappy with our service, contact our Customer Relations team.
I would like more information about why we may not be receiving certain work
Every property due to benefit from improvements is surveyed.
For external works this involves looking at the condition of your building from ground level, followed by a more detailed survey, if necessary.
More detailed surveys could be done from scaffolding or from vehicles with attachments which mean we can take photographs of roofs, chimneys, and other external parts of the building.
The outcome of these surveys will determine what work is required, if any is required at all.
We will write to you to tell you what works you can expect to receive.