We survey our homes each year to make sure the information we hold is up to date and accurate.
These surveys help us to plan when we should improve or replace components like kitchens, bathrooms or boilers.
Some improvement works are mandatory, especially when they relate to safety, security, or energy efficiency.
This includes upgrades such as roofing, driveways, and windows, which are essential to meet regulatory standards.
Some other programmes are not mandatory, your letter will detail if and how you can opt out.
In some cases - yes!
For kitchen and bathroom upgrades, we’ll send you a choices brochure.
You’ll be able to select from a range of options.
All our homes are different – even ones right next to each other!
We schedule home improvements based on the life cycle of the parts in your home.
Our works are usually carried out as part of a planned programme.
We contact all customers who are due improvement works in the next 12 months.
You’ll receive a letter explaining what improvements we'll be making and in some cases you’ll need to let us know if you want to be a part of the programme.
If you haven’t received a letter from us, your home is likely not due for improvement at this time.
Investment programmes have a lot of stages to go through before work can start.
This means dates can change without much notice as we work through these stages.
We will keep you up to date and be clear about any changes that are made.
Please call the number on your letter or appointment card to rearrange any upcoming surveys or appointments.
Our Engagement Events are optional, but we encourage you to attend.
These events help us to gather important feedback, and with your input we can improve future projects and services.
We will plaster any areas in your kitchen or bathroom affected by replacement works.
We only offer decoration vouchers if a home has had a full re-wire or if there has been any accidental damage.
Sometimes as part of our investment plans we improve the environment of estates, which includes creating drives and off-street parking.
This can make access easier on narrow streets and make the street a safer place for people to walk.
If your home is part of an upcoming investment plan for this, we’ll let you know.
You can ask for our permission if you want to install a drive for your home yourself.
External painting is weather-dependent.
We aim to complete the work within seven days, but delays can happen due to poor weather.
You don’t need to be home, as we won’t need access to your home.
We can only paint in dry weather.
If only part of your home has been painted, we’ll return to complete the job as soon as weather conditions allow.
Our Investment Plan 2025 to 2028 shares our plans to invest in your homes.
This can include new bathrooms and kitchens or replacing windows and doors.
If in the next 12 months your home is going to be part of our planned investment works, we’ll be in touch by letter to let you know.
We’ll always keep you up to date and let you know about any work that we’ll be doing on your home.