Keepmoat resident information pack
Contents
1. 4 Keepmoat p Home improvements Resident Information Pack 3 thurrock gov uk Keepmoat Resident Information Pack Contents Other ANU o SCREEN Tm 2 Planning your heating works 18 What you can expect sseseeee 4 Installing your heating system 19 Health amp Safety o oo D Meet the team sssssel 23 Feedback NR ORO 6 Qur promise tO you cniris 24 Customer Carter ccccccssccccccecceeceesseseaees 7 Planning your doors and windows 25 amp 26 Data protection policy sssssss 8 Planning your new kitchen 27 Planning your electrical rewire works 10 Fitting your new kitchen 28 amp 29 Electrical rewire works 11 Pianrnind your Oa OO esns 30 Planning your electrical upgrade works 12 FEU your 97008 119 0 E TRITT 31 Electrical upgrade works 13 DISC AIIM E 32 amp 33 External works sssesssse 14 amp 15 Planning your heating upgrade works 16 Upgrading your heating system 17 J qKeepmoat PROMISE DELIVERED This document is also available in other languages large print and audio format upon request All our staff can access a telephone translation service in over 150 languages Croatian Ako elite mo ete dobiti ovaj dokument i na ostalim jezicima2. krupno tiskan i u audio formatu Czech Tento dokument je na vy d n k dispozici tak v jin ch jazycich ve velk m ti t n m form tu a zvukov m form tu French Ce document est galement disponible dans d autres langues en gros caract res et en cassette audio sur simple demande Polish Dokument ten jest na yczenie udost pniany tak e w innych wersjach j zykowych w du ym druku lub w formacie audio Russian Hacroa nn AOKYMEHT NO OTAEJbHOMY 3anpocy MOXXHO r10JlyudT B riepeBo Ie Ha Apyrue A3bikn HaneyaTaHHbIM KDYNHbIM LUDU TOM nnn Ha ayAMOokaccere Urdu io dual ga tds aS y sss eus Sje suoi Igy sagblad So Ges i E 335 cil ja an aub 2 4 Keepmoat PROMISE DELIVERED What you can expect We realise that having work undertaken on your home can be unsettling especially if you are elderly disabled or have children or pets so we will do everything possible to minimise disruption Keepmoat has over 30 years experience To ensure you are provided with high working in and around homes to quality improvements Keepmoat will work closely with your landlord to do deliver improvements and has built a reond reputation for providing high quality l Keep you informed on how the work with high customer satisfaction E E T Offer you choice around elements such as finishes and colours Make sure that we explain each stage clearly and provide any information you
3. need in order to make an informed choice Provide prompt responses to any concerns or queries Give you sufficient notice so that you know when we are going to carry out any work on your home Arrange for a dedicated Resident Liaison Officer to work on this project and answer any questions you have on the work being carried out 1 4 Keepmoat PROMISE DELIVERED Keepmoat Resident Information Pack Health amp Safety We make your best interests our priority and take Health amp Safety very seriously Our staff always wear uniforms and carry official identity cards For your own safety you will be shown photo identification from all trades people working in your home Check with us by calling your Resident Liaison Officer if you are at all unsure Please ensure that you your family especially young children and any pets keep away from the areas we are working in This will help us to prevent any accidents Please note that you are required to clear your personal belongings from areas where we are working storing them away safely If this is likely to pose a problem for you because you are elderly or disabled for example please let the Resident Liaison Officer know as soon as possible Our trades people have to comply with Health amp Safety rules and this includes wearing safety footwear We realise that some residents do not like outdoor footwear worn in their home so we ensure protective shee
4. PHASE 2 Dependent on Electrical Test e Removal of existing fuse board e Installation of new fuse board consumer unit At the end of each working day your electricity will be restored PHASE 3 e During the visit you will be fully involved with the discussion regarding what areas of the electrics will be upgraded PHASE 4 e Provide test certificates where applicable and user guide for fuse board consumer unit e Inspect the work to ensure it is completed to our high standards um e l n L I a E es i ie j k a A a He E N e Complete any minor snags before we hand over your newly heated home e The RLO will meet with you to ensure you are happy with what has been done e You will be given a telephone number you can call if you are unhappy with the work e The RLO will return to see you and will ask you to complete a satisfaction survey so that we can make sure we are doing things right I lt Keep Sin i v p ED Au A a af I al dy I moat PROMISE DELIVERED Keepmoat Resident Information Pack External works A Resident Liaison Officer RLO will contact you to arrange an appointment to discuss the improvements to your home If we are in the area talking to your neighbours we may knock but please tell us if it is not a convenient time and we will reschedule Na d dq p LL p amp 13 d 4 Keep Jy D
5. are working there All operatives will wear identification badges They will manage control and minimise noise and dust levels They will only work between 8am and 5pm Mon Fri not bank holidays unless in exceptional Please let us know immediately if you have special circumstances when two weeks prior notice will health or medical problems that may be affected be given by the proposed work We will ensure that whilst we are working in your Please keep all work areas tree trom obstruction home you will have a contact teleohone number of a Liaison Officer or Manager should any query arise that the operatives are unable to resolve Please do not use racial or sexual comments In order to protect our employees from passive smoke whilst working in your home we request that you refrain from smoking in their presence We appreciate your co operation on this We will fully consult you on the scope of works and choices where applicable We ensure all our personnel are suitably skilled d mpetent in the task thev have been Our staff will not continue to work in your home when ana competent e tds y children are left unaccompanied as this may void our public employed to perform liability insurance 07 Keepmoat Resident Information Pack 1 qKeepmoat PROMISE DELIVERED Data protection policy In order to comply with the Data Protection Act 1998 the Act it is necessary for us to provide you with information about wha
6. disruptive but we will keep you informed and protect your hallway flooring and will remove any rubbish at the end of the day We aim to complete this work within 1 day e We will talk through and issue you with an instruction manual on how to use the locking mechanism on your new door s e We will issue you with three keys for the new door s e The RLO will return to see you after 2 weeks and will ask you to complete a satisfaction survey so that we can make sure we are doing things right 4 Keepmoat PROMISE DELIVERED 22 During the work We will provide dust sheets to cover your furniture Please make sure you carry out the following preparations before we arrive to start the work Pack away your belongings safely and securely and store away from the working areas Take down wall hangings pictures and mirrors from the walls that may be affected by vibrations caused by the works Move any obstructing furniture away from the areas where we will be working if you are unsure what to move please ask us and we will provide guidance prior to work commencement Boxes will be provided at your request Helping Hand If you have specitic needs or require assistance please contact your Resident Liaison Officer and we will work together to programme the works accordingly We will make sure arrangements are made for you to receive the new keys for your door Keep trickle vents permanently open at the top of the
7. electricity will be restored PHASE 3 Installation of pendant light fittings in all rooms except the kitchen and bathroom where applicable e Installation of strip light in kitchen and a moisture sealed light fitting in the bathroom The Resident Liaison Officer will explain what these are when they visit you PHASE 4 e Show how new fuse board consumer unit is operated Provide test certificates where applicable and user guide for fuse board consumer unit e Inspect the work to ensure it is completed to our high standards e Complete any minor snags before we hand over your newly heated home The RLO will meet with you to ensure you are happy with what has been done e You will be given a telephone number you can call if you are unhappy with the work e The RLO will return to see you and will ask you to complete a satisfaction survey so that we can make sure we are doing things right J 4 Keep moat PROMISE DELIVERED Keepmoat Resident Information Pack Planning your electrical upgrade works A Resident Liaison Officer RLO will contact you to arrange an appointment to discuss the improvements to your home If we are in the area talking to your neighbours we may knock but please tell us if it is not a convenient time and we will reschedule During our visit we will give you an information pack The RLO will fully explain what will happen and what is expected of you such as clear
8. it is completed to our high standards e Complete any minor snags before we hand over your newly heated home e The RLO will meet with you to ensure you are happy with what has been done e You will be given a telephone number you can call if you are unhappy with the work PHASE 4 e The RLO will return to see you and will ask you to complete a satisfaction survey so that we can make sure we are doing things right T4 Keepmoat PROMISE DELIVERED 17 e A Resident Liaison Officer RLO will contact you to arrange an appointment to discuss the improvements to your home If we are in the area talking to your neighbours we may knock but please tell us if it is not a convenient time and we will reschedule During our visit we will give you an information pack e The RLO will fully explain what will happen and what is expected of you such as dearing out the work areas health amp safety etc e Our normal hours are 8am 5pm but if there are any days or times when we can t work in your home tell us and we will work with you to overcome any issues e We may ask to look at other areas in your home to help us plan future works During this visit you will be fully involved with the discussions regarding what areas of the heating system will be upgraded e g changing of defective pipe work or radiators or boiler e We will then contact you to arrange a start date e We will do our very best to ensure th
9. of providing total care and consideration throughout whilst undertaking all projects This Charter aims to provide an agreement between residents and Keepmoat We preserve high levels of privacy and respect We are aware that we are working in our customers confidentiality at all times homes and consideration and respect will be shown at all times to our customers their home and personal belongings Please allow us access as requested and agreed to enable us to complete the works to your home We will not leave you without essential without delay services overnight Please give us 24 hours notice if you have to cancel an appointment as failure to do this could result in a delay in the works for you and your neighbours Our aim is to minimise disruption to residents We will ensure we tell you about any issues that affect you or your home We will keep properties secure clean and tidy and maintain a high professional standard whilst works are undertaken in and around your home Please treat all of our staff and sub contractors with respect and consideration Please keep children and pets away from the work area for their own safety and to allow us to work effectively We ensure that our operatives are considerate to individuals needs and show extra care and consideration to any of our vulnerable residents Please do not leave children under the age of 16 alone in your home without adult supervision while we
10. window frames PVC u windows will keep your home much more draughtproof However natural ventilation has now been reduced and moist air produced from activities such as cooking and washing may not be removed from the property as quickly as it used to be Open bedroom windows for a few minutes in the morning to allow the room to air An average person s breathing releases a litre of water vapour to the atmosphere while sleeping every night To open the window sash depress the button on the silver cranked handle and whilst holding the button turn the handle to the vertical position and gently push the sash outwards To close the window sash depress the button on the silver cranked handle and ensure the handle is in the vertical position Pull the sash into the closed position and turn the handle back into the horizontal position thereby activating the auto locking device Never use any abrasive materials to clean door and window frames To remove atmospheric grime from handles and frames clean regularly with soap and water stubborn stains may be removed with a reputable cream cleaner Do not puncture the frame of the window or door in any way This includes both the interior and exterior Puncturing the frame can affect drainage and reduce the life of your window We recommend using hooks with adhesive where attachment to the frame is desired e g curtains nets Door hinges pivots sliding shoe and tracks Keep free
11. ach working day However if you see anyone on the scaffolding between the hours of 5 30pm 8am weekdays or at weekends bank holidays we kindly ask that you contact the police e Once the scaffolding is complete we will start the external works e We will complete the window replacement works if applicable for your home followed by or at the same time as the door replacement works The insulated over cladding will be the last element of work to be completed We will fix the cladding onto anchors which are bolted into the walls J 4 Keepmoat PROMISE DELIVERED 15 e A Resident Liaison Officer RLO will contact you to arrange an appointment to discuss the improvements to your home If we are in the area talking to your neighbours we may knock but please tell us if it is not a convenient time and we will reschedule e During our visit we will give you an information pack e The RLO will fully explain what will happen and what is expected of you such as clearing out the work areas health amp safety etc e Our normal hours are 8am 5pm but if there are any days or times when we can t work in your home tell us and we will work with you to overcome any Issues e We may ask to look at other areas in your home to help us plan future works e During this visit you will be fully involved with the discussions regarding what areas of the heating system will be upgraded e g changing of defective pipe work
12. at this is convenient for you and your family and will confirm this in writing 2 weeks before the start e You will need to clear the work areas in time for the start date e We may be able to help you move larger items e The RLO will contact you 24 hours before the work starts to ensure you are prepared e Do not hesitate to contact the RLO if there is anything that you are unsure about J 4 Keepmoat PROMISE DELIVERED 18 Keepmoat Resident Information Pack Installing your heating system We know improvement work can be disruptive but we will keep you informed protect your home trom dust and mess as much as possible and clear up as we work We will remove any building rubbish at the end of each day We aim to complete this work within 5 days The following is an indication of what will happen throughout our time in your home We will remove your existing radiators and boiler Remove back boiler and fireplace Block up and make good the fireplace Drain down existing system Fit new pipework where applicable It may be possible that some if not all of the existing pipework may be able to be used reducing the inconvenience and disruption Please note that we will need to be working in various rooms and areas at one time Fit radiators to all rooms throughout your home Install new boiler Show how new boiler is operated Provide test certificates and user manual for boiler Inspect the work to en
13. bathroom of all personal belongings health amp safety etc e Our normal hours are 8am 5pm but if there are any days or times when we can t work in your home tell us and we will work with you to overcome any issues e We may ask to look at other areas in your home to help us plan future works e We will contact you to arrange a start date We will do our very best to ensure that this is convenient for you and your family and will contirm this in writing 2 weeks before the start e You will need to clear your bathroom in time for the start date e The RLO will contact you 48 hours before the work starts to ensure you are prepared e Do not hesitate to contact the RLO if there is anything that you are unsure about J 4 Keepmoat PROMISE DELIVERED 27 We know improvement works can be disruptive but we will keep you informed protect your home from dust and mess as much as possible and clear up as we work We will remove any building rubbish at the end of each day We aim to complete this work within 10 days Please make sure you use the bathroom facilities before we arrive each day as you will not have access to the bathroom during the day Your toilet will also be out of use for a short duration during phase one but we will do our best to keep this to a minimum The following is an indication of what will happen throughout our time in your home PHASE 1 Approx one day e We will protect the floo
14. carried out Should you require any assistance with moving any items that you cannot move yourself please speak to your RLO BEFORE work starts and we will do what we can to assist you Kitchen Refurbishment If work is taking place in your kitchen it will be necessary for domestic appliances to be moved away from the working area into a room of convenience near to your kitchen If you are unable to do this we will assist however we will not be held liable for any damage caused whilst moving them for you Ideally we ask that you are present whilst they are being moved Also your appliances will undergo a cosmetic survey to establish their current status It is impossible to check all the appliances full operational functions and therefore we are unable to accept liability for any mechanical defects Our recommendations to you are as follows Fridge Freezer These will be moved out of the kitchen and relocated in another room so that they can be operational whilst the work is in progress They will be moved back once the work is completed and checked they are plugged in and working Whilst the work is ongoing please check daily that your fridge freezer is plugged in and switched on and working J 4 Keepmoat PROMISE DELIVERED Washer Tumble Dryer These will need to be moved Our operatives will disconnect these for you You need to be aware that we will not be held responsible for any mechanical defec
15. d out and replace it once we have finished Overall You will be given a start date as to when work will commence to allow you time to prepare If you have any difficulty in carrying out any of the above prior to work commencing please speak to your RLO at the earliest opportunity and they will aim to assist you Anything left which hinders the progress of work will be moved by our operatives or your landlord and it s agents We will not accept liability for any internal or external property which is subsequently damaged or lost In order for work to proceed we will request you to sign a declaration to say that you have received and understood this information This declaration absolves your landlord or its agents from liability for any damage to such items that have not been protected as outlined above J 4 Keepmoat PROMISE DELIVERED Head Office The Waterfront Lakeside Boulevard DONNE DN4 5PL T 01302 346620 For details about our regional offices please visit keepmoat com
16. formation pack and you will be given choices for the colour and design options available for your new door s e The RLO will fully explain what will happen and what is expected of you such as clearing out the work area around your door s e Our normal hours are 8am 5pm but if there are any days or times when we can t work in your home tell us and we will work with you to overcome any issues e We may ask to look at other areas in your home to help us plan future works e The RLO will make an appointment for a surveyor from the door supplier to visit and take the measurements e You will be asked to confirm your choices via a signature At this stage your choice cannot be changed as the door s will have been ordered and manufactured e When we know the dates that your door s will be delivered we will contact you to arrange a fitting date We will do our very best to ensure that this is convenient for you and your family and will confirm this in writing 2 weeks before the start If your plans change then please inform us and re book so we have plenty of time to book in another resident e The RLO will contact you 48 hours before the work starts to ensure you are prepared e Do not hesitate to contact the RLO if there is anything that you are unsure about Step 6 Installation e We will need you to ensure that the areas around your door s are clear for good access for the fitters e We know improvement works can be
17. from dirt debris and obstruction at all times Letter Box lubrication Lightly oil springs on inside and outside flaps annually Should you have any concerns after the work is complete please contact our Customer Service Advisors on 0800 019 0919 J 4 Keepmoat PROMISE DELIVERED 23 A Resident Liaison Officer RLO will contact you to arrange an appointment to discuss the improvements to your home If we are in the area talking to your neighbours we may knock but please tell us if it is not a convenient time and we will reschedule During our visit we will give you an information pack and you will be given choices for your new kitchen such as wall colours and flooring The RLO will fully explain what will happen and what is expected of you such as clearing out your cupboards health amp safety etc Our normal hours are 8am 5pm but if there are any days or times when we can t work in your home please tell us and we will work with you to overcome any issues We may ask to look at other areas in your home to help us plan future works The RLO will make an appointment to come back with a surveyor from the kitchen supplier to discuss the improvements to your home During this visit you will be fully involved with the detailed design of your kitchen and you will be given a copy so that you can discuss it with your family You will be given one week to agree any changes with us If we do not hear from yo
18. hings we won t do Use foul abusive or offensive language e Smoke in your home e Work under the influence of alcohol or drugs e Use any of your facilities or tools such as brush and pan shovels tea making facilities telephones and toilets without your express permission What we expect from you e Please keep all arranged appointments and provide access for the work to be carried out Keeping you informed We believe that keeping you informed of what is going on is vital to the success of our work We aim to e Confirm any changes to the date or details of work being carried out Ensure that any date agreed is convenient to all parties Notify you in writing at least two weeks before we plan to start work on your home This will include what we intend to do how long we think the work will take anything you need to do and what sort of disruption you can expect e Confirm the work start date in advance so that any queries can be dealt with directly e Keep records of all correspondences and attempts to gain access change access or refuse access T4 Keepmoat 4 PROMISE DELIVERED 21 e A Resident Liaison Officer RLO will contact you to arrange an appointment to discuss the improvements to your home If we are in the area talking to your neighbours we may knock but please tell us if it is not a convenient time and we will reschedule e During our visit we will give you an in
19. ing out the work areas health amp safety etc Our normal hours are 8am 5pm but if there are any days or times when we can t work in your home tell us and we will work with you to overcome any Issues We may ask to look at other areas in your home to help us plan future works During this visit you will be fully involved with the discussions regarding what areas of the electrics will be upgraded You will need to clear the work areas in time for the start date We may be able to help you move larger items We will then contact you to arrange a The RLO will contact you 24 hours start date before the work starts to ensure you We will do our very best to ensure that are prepared this is convenient for you and your Do not hesitate to contact the RLO family and will confirm this in writing 2 if there is anything that you are weeks before the start unsure about J 4 Keepmoat PROMISE DELIVERED 12 We know improvement works can be disruptive but we will keep you informed protect your home from dust and mess as much as possible and clear up as we work We will remove any building rubbish at the end of each day We aim to complete this work within 1 day The following is an indication of what will happen throughout our time in your home PHASE 1 e We will replace repair damaged sockets and switches e Replace damaged light switches Please note that we may need to work in various rooms and areas at one time
20. itted if necessary Artex ceiling if required e Walls and ceiling prepared for decorating 4 Keepmoat PROMISE DELIVERED e New kitchen units fitted e Wall tiles fitted e All supplies re connected e Kitchen decorated e Floor area prepared and new flooring fitted Existing appliances refitted and test certificates provided as required Work inspected to ensure it is completed to our high standards Any minor snags completed before we hand over your newly refurbished home The RLO will meet with you to ensure you are happy with what has been done You will receive an aftercare booklet on the care of your kitchen You will be given a telephone number you can call if you are unhappy with the work e The RLO will return to see you after the work is finished and will ask you to complete a satisfaction survey so that we can make sure we are doing things right 4 Keepmoat PROMISE DELIVERED ar 26 A Resident Liaison Officer RLO will contact you to arrange an appointment to discuss the improvements to your home If we are in the area talking to your neighbours we may knock but please tell us if it is not a convenient time and we will reschedule e During our visit we will give you an information pack and you will be given choices for your new bathroom such as wall colours and flooring e The RLO will fully explain what will happen and what is expected of you such as clearing your
21. radiators or boiler e We will then contact you to arrange a start date e We will do our very best to ensure that this is convenient for you and your family and will confirm this in writing 2 weeks before the start e You will need to clear the work areas in time for the start date e We may be able to help you move larger items The RLO will contact you 24 hours before the work starts to ensure you are prepared e Do not hesitate to contact the RLO if there is anything that you are unsure about J 4 Keepmoat PROMISE DELIVERED We know improvement works can be disruptive but we will keep you informed protect your home trom dust and mess as much as possible and clear up as we work We will remove any building rubbish at the end of each day We aim to complete this work within 5 days The following is an indication of what will happen throughout our time in your home PHASE 1 e We will remove the defective part of the heating system that needs upgrading e Drain down existing system PHASE 2 e Install upgrade to heating system Please be aware that we will only be upgrading the pipework and radiators that have been identified as being defective Please note that we may need to be working in various rooms and areas at one time PHASE 3 e Show how new boiler is operated if applicable e Provide test certificates and user manual for boiler if applicable e Inspect the work to ensure
22. ring in your hallway e Remove the existing bath and replace with a new one e Remove the WC and replace with a new one e Remove the wash hand basin and replace with a new one PHASE 2 Approx one day e We will earth bond the pipe work e Install a new light and carry out any other electrical work as necessary PHASE 3 Approx one two days e We will make good plaster any area as required Approx two three days e We will prepare surfaces for painting e Decorate the walls and ceiling with 2 coats PHASE 4 Approx one two days e We will tile and grout the bathroom the extent of tiling is dependent on your landlord s specification your RLO will clarify this for you PHASE 5 Approx 2 days This is a 2 stage operation e Stage 1 will be the application of a levelling compound latex to the concrete floor or plywood to timber floors If we are using latex you will not be able to enter the bathroom for at least 4 hours as it will need time to set e Stage 2 will be the laying of the vinyl flooring PHASE 6 Approx 2 days e We will apply sealant to the edges of the bath and basin Secure the bath panel e Attend to any minor outstanding work Our Site Manager will then thoroughly inspect the work and ensure that it meets our high standards Should there be anything amiss we will ensure that it is put right 4 Keepmoat PROMISE DELIVERED As part of the induction for the work that is about
23. rks will be undertaken of specified pieces of information which are easily so we maintain contact with you during the accessible but we reserve the right to charge up to course of the works and so we know whether 10 per request for access to personal information any special arrangements are required whilst where compliance with the request is time those works are being carried out consuming or costly to us 08 09 e A Resident Liaison Officer RLO will contact you to arrange an appointment to discuss the improvements to your home and to book an appointment for our Electrical Contractor to carry out an electrical test in your home If we are in the area talking to your neighbours we may knock but please tell us if it is not a convenient time and we will reschedule e Once this electrical test has been carried out our RLO will then contact you to arrange an appointment to visit you e During our visit we will give you a Resident Information Pack e The RLO will fully explain what will happen and what is expected of you such as clearing out the work areas health amp safety etc e Our normal hours are 8am 5pm but if there are any days or times when we can t work in your home tell us and we will work with you to overcome any Issues e We may ask to look at other areas in your home to help us plan future works During this visit you will be fully involved with the discussions regarding where the new socke
24. sure it is completed to our high standards Complete any minor snags before we hand over your newly heated home The RLO will meet with you to ensure you are happy with what has been done You will be given a telephone number you can call if you are unhappy with the work The RLO will return to see you and will ask you to complete a satisfaction survey so that we can make sure we are doing things right 1 4 Keepmoat PROMISE DELIVERED If you have any questions or concerns about the work in your property please contact your Resident Liaison Officer in the first instance or phone our office on 01708 853897 Darrell Bailey Lee Anderson Keith Bassett Operations Manager Senior Contracts Manager Senior Site Managerr pp P s Ew i E Karen Hollington Tony Rice Gary Caulfield Senior Resident Liaision Site Manager JOHRIBERBETE Assistant Site Manager Officer Site Manager Tina Mason Janice Knight Anne Wright Stephen Clark Resident Liaison Resident Liaison Resident Liaison Resident Liaison Officer Office Officer Officer Lauren Mason Linda Glibbery Apprentice Resident Liaison Administrator J 4 Keepmoat PROMISE DELIVERED 19 We are committed to working together to e Provide a flexible high quality service for residents Involve you as much as possible in the improvement process Give you choices about how much we improve your home Keep you fully informed at all stages of your home impro
25. t we do with your personal information It is important that you tell us about changes to your personal information so that we can keep our records accurate and continue to provide you with the best possible service Only Keepmoat s Site Team consisting of the Site Manager and the Resident Liaison Officer will have access to your personal information The Resident Profile form is kept separate from other correspondence relating to residents generally and We will hold the personal information that the project in hand you provide to us via the Resident Profile form which includes Your full name After the work is completed we will securely Your address and telephone numbers destroy any personal information we hold Whether you are a leaseholder or a tenant about you Your employment status The Resident Profile form is archived during the Any language requirements you may have defect liability period in case of any claims arising Any religious requirements you may have and We will take all reasonable steps to ensure there Any holidays or other absence you may is no infringement of your rights If you wish to have booked have access to the personal information which we process about you during the works you should contact the Resident Liaison Officer in the first instance who will provide you with further We gather your personal information so we details A charge is not normally made for copies can plan how the wo
26. ting is laid on floors or overshoes are worn We will work with you to do everything we can to avoid any risks or nuisance from things like dust noise ladders power tools and work on gas or electrical supplies If we come across any unforeseen asbestos based products while carrying out work on your home we will act safely and inform you of any action J 4 Keep moat PROMISE DELIVERED Keepmoat Resident Information Pack Feedback If you are unsure about any of the works If you have a query or concern that you would being carried out or if you have any like to discuss in person a member of our team special needs that we should be aware will be available for consultation at our site office of please contact your Resident Liaison between the hours of 8am and 5pm Monday to Officer You ll find details on the Meet the Friday We will also have regular drop in sessions at Team page in this pack local venues If you wish to make a complaint please contact your Resident Liaison Officer in the first instance We will keep your landlord fully informed as to our actions Your feedback is much appreciated and enables us to make ongoing improvements Please take the time to fill in the satisfaction survey form provided at the end of the work 1 4 Keepmoat PROMISE DELIVERED Keepmoat Resident Information Pack J 4 Keepmoat PROMISE DELIVERED Customer charter H Keepmoat recognises the importance
27. to be carried out in and around your home we ask that you read through this document which highlights some of your responsibilities before during and after the work is carried out Please note that the following information is only relative to the types of work planned for your home Please check with your RLO if you require further information Internal Work Whilst every care will be taken during the work by our operatives we will expect you to prepare for the works to be carried out in your home It is your responsibility to protect your furniture ornaments pictures lamps delicate or valuable items and all other personal belongings in the rooms in which we will be working This will minimise the risk of any accidental damage for which the contractor will not be held responsible We can provide you with boxes to pack away your belongings and dust sheets to cover your furniture please ask your RLO External Work Prior to any external work being carried out on your home we ask that any property in your garden area that you wish to keep must be cleared or protected by yourself before works commence This includes any external features garden furniture pots ponds plants fences etc that you wish to save and which may be affected depending on the particular type of work being carried out It may be advisable for you to either find alternative 28 parking for your car and or use a car cover whilst the work is being
28. ts or damage caused whilst assisting you in the process Cooker This will be disconnected and we will endeavour to reconnect on a daily basis to allow you to cook in the evenings if this is not possible we can provide temporary cooking facilities your RLO will discuss this with you You need to be aware that we will not be held responsible for any mechanical defects or damage caused whilst assisting you in the process All cookers will be checked for British Standards once the work has been completed If your appliance fails the set standards your appliance will be condemned It is then your responsibility to replace your appliance Should any equipment be owned by anyone other than yourselves ie Rental equipment it is your responsibility to notify the owners and inform us about any specific conditions required prior to their movement Floor Coverings Carpet laminate vinyl etc We wish to point out that during work in your property our operatives will protect surfaces with covers However we cannot guarantee that damage caused through dust or the work content will not occur 29 As such we request that the floor covering where necessary is either removed or adequate provision is made to protect it as we cannot accept liability for damage caused during the work Should you have laminate flooring fitted in your home it is your responsibility to remove this to provide access for certain works to be carrie
29. ts switches light fittings and fuse board consumer unit will be installed or fitted Also during this visit it will be explained to you about whether the new cabling will have to be surface mounted and what this means e We will then contact you to arrange a start date e We will do our very best to ensure that this is convenient for you and your family and will confirm this in writing 2 weeks before the start e You will need to clear the work areas in time for the start date e We may be able to help you move larger items e The RLO will contact you 48 hours before the work starts to ensure you are prepared e Do not hesitate to contact the RLO if there is anything that you are unsure about J 4 Keepmoat PROMISE DELIVERED We know improvement works can be disruptive but we will keep you informed protect your home from dust and mess as much as possible and clear up as we work We will remove any building rubbish at the end of each day We aim to complete this work within 5 days The following is an indication of what will happen throughout our time in your home e We will either chase in or surface mount all new cabling at the customer s discretion e Install new sockets and light switches Please note that we will need to be working in various rooms and areas at one time e Removal of existing fuse board e Installation of new fuse board consumer unit At the end of each working day your
30. u we will order the design that you originally agreed e Once your new kitchen has been ordered we will contact you to arrange a start date We will do our very best to ensure that this is convenient for you and your family and will confirm this in writing two weeks before the start e You will need to clear your kitchen in time for the start date We will help you move larger items if you need us to and can supply packing boxes e The RLO will contact you 48 hours before the work starts to ensure you are prepared e Do not hesitate to contact the RLO if there is anything that you are unsure about 4 Keepmoat PROMISE DELIVERED 24 We know improvement works can be disruptive but we will keep you informed protect your home trom dust and mess as much as possible and clear up as we work We will remove any building rubbish at the end of each day We aim to complete this work within the timescale we give you The following is an indication of what will happen throughout our time in your home Phase 1 e Removal of existing appliances storing them safely and securely e Removal of your old kitchen tiles pantry and flooring e Hatch and pantry window blocked up Holes created for new electrical points and gaps filled where the old points were situated e Kitchen water supply capped off gas supply altered if necessary with the resident s agreement if applicable Phase 2 Ceiling boards f
31. uring our visit we will give you an information pack and consult with you regarding the colour of your new front door if applicable The RLO will collect contact details from you and ask you about your individual needs and requirements The RLO will also fully explain what will happen and what is expected of you such as clearing out the work areas health and safety etc They will also talk to you about any other work planned for your home moat PROMISE DELIVERED J 4 Keepmoat PROMISE DELIVERED You will be informed in writing at least 7 days beforehand If you have a satellite dish scaffolding may block the signal If this is the case we will try to relocate it onto the scaffolding for the duration of the works Please note that there may be a short amount of time where you will be without your satellite facilities as our Engineer cannot access the scaffolding until it is fully assembled As part of the works we will be installing a communal aerial system therefore it will not be necessary to fix the satellite dishes back onto the building on completion of the works please refer to the Digital Aerial Upgrade factsheet Your satellite dish will be handed back to you or we can dispose of it on your behalf We recommend that you contact your household insurance company to inform them of the scaffolding and keep your windows closed locked The scaffolding will be secured at the end of e
32. vements Treat your home with respect e Complete the works within the stated timescales e Listen to your concerns e Address any complaint within two days Gain your complete satisfaction This commitment is backed by our Code of Conduct which includes e Conducting our work in a health conscious and safe manner at all times Managing controlling and minimising noise and dust levels Maintaining acceptable standards of cleanliness and tidiness Keeping your home secure and not exposing your property to unnecessary risk Preserving levels of privacy and respecting confidentiality at all times Being open with you about any issues and aiming to respond to your queries and comments effectively Ensuring all staff carry personal identification presenting it on request Ensuring all staff are suitably skilled and competent in the task they have been employed to perform Having respect for our surrounding environment Keeping sight of individual needs and accommodating them where possible Providing a dedicated service to ensure that overall disruption is kept to a minimum Ensuring you are satisfied with any work carried out on your home Identifying any special needs or requirements to ensure all residents receive the same level of service Keeping you informed of progress of all work carried out on your home before during and on completion Acting on your suggestions to improve our service T
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