Housing Improvement

Brochure

www.taicalon.orgfacebook.com/taicalon @taicalon

July 2012

IntroductionTai Calon Community Housing is spending £111 million pounds by 2015 bringing all its homes up to Welsh Housing Quality Standard. We are determined to create modern, well insulated and fuel efficient properties.

Your home is one of the properties that will benefit from this work.

This pack includes everything you will need to know about what will happen, who will be involved and their contact details. Please keep it in a convenient place, you may need to refer to it again.

Tai Calon has appointed a Tenant Liaison Officer (TLO) to guide you through the process. They will be your first, and main, point of contact. Please speak to your TLO if you have any concerns or unanswered questions. The TLO will keep you updated with what will happen, when and how long the work should take.

Security• All members of Tai Calon staff

and our contractors carry an identity card. Your TLO will show you what one looks like.

• If you are unsure about the identity of a caller do not let them into your home. You can check their credentials by telephoning Tai Calon on 0300 303 1717 or by contacting your TLO.

The work will vary from property to property.

Tai Calon employs Technical Officers (TOs), who work alongside the TLOs. The TOs are experienced members of staff from a building background. They provide technical support to the tenant, contractor and TLO. Their job is to supervise the work and make sure it is carried out to Welsh Housing Quality Standard (WHQS).

We realise that the process can be disruptive, however, we will do our best to carry it out with the minimum of fuss.

A ‘pre-installation’ survey will identify what needs to be done in your home. The extent of the work will depend on a number of factors, for example, the age and condition of the property, as well as how it was constructed. It is likely that it will include some, if not all, of the following to meet WHQS:

• New fitted kitchen, flooring, tiling and decoration

• Replacement bathroom suite, flooring, tiling and decoration

• Electrical upgrade or rewire.

We will always make appointments to call at your home. Please let the TLO know of any dates when you will not be available, for example, holidays, outings, medical appointments or because you work shifts. They will also need to be aware of special requirements or family issues that could affect your availability. All personal information is treated in the strictest of confidence.

The contractor will write a fortnight before the work is to commence informing you of the start date. A reminder will be sent a week later and another just before it is due to begin.

The TLO will also visit to remind you what preparations need to be made and to supply packing boxes if required.

What to expectThe contractor needs access to your home throughout the working day; however, someone will not necessarily be there all the time, every day.

KeysIf you are unable to be home, it may be possible to leave a set of keys with a member of your family or the contractor. Please ask the TLO for further information.

Getting ready If you, or a relative, have special needs, are disabled, or elderly, please inform the TLO. We can offer assistance with packing and moving your belongings.

Do Prepare in Advance Pack away valuable or breakable items. Empty all kitchen cupboards and shelves, and remove personal belongings from the bathroom. Pictures, curtain rails, or anything fixed to the walls should also be taken down. Please remove rugs and furniture from the hallway.

Protective coverings will be laid in the hallway and areas where work is to be carried out.

At the end of the working day, the contractors will make safe any incomplete work, re-instate your gas, electrical and water supplies and tidy up. They will also carry out a health and safety review as well as a security check.

YOU WILL NOT BE LEFT WITHOUT WATER OR POWER OVERNIGHT

Please remember to

• Protect electrical equipment from dust.

• Close doors to rooms where no work is being done.

• Keep children and pets away from areas where work is being carried out.

• Inform your household insurance company about what is happening.

• Ask your TLO, if you require help.

Do Not:• Leave your home unattended,

without notifying your TLO.

• Leave your door on the latch, because anyone could walk in!

• Give your keys directly to a member of the site team.

• Ask the contractors to carry out extra work or deviate from their original instructions, without first speaking to the TO/TLO.

• Interfere with any work, or undertake it yourself.

• Start decorating, before the job is finished.

• Leave children unsupervised in the property.

• Unpack your belongings, until told you can do so by your

TLO.

Before we start work, we will take photographs and carry out a survey as

to the condition of your home.

Kitchen DesignWe will design the layout of your kitchen with you, taking into account your existing appliances.

We will not provide any new “white goods”, for example, cookers or washing machines.

We will produce a plan for you to approve and sign.

There are a number of colour schemes available and again, you will be asked to choose and confirm in writing, your choice of:

• Kitchen finish

• Door handles

• Worktop

• Wall tiles

• Floor covering

• Wall Paint (ceilings will be white)

Once you have chosen your kitchen scheme, there will be a five day cooling off period during which you can change your mind. After that date, the kitchen will be ordered and you will be unable to make any changes.

Kitchen installation

If work is carried out in your kitchen, we recommend that your appliances, such as washing machines, fridges and freezers, are relocated for the duration to avoid the risk of damage. The contractors will move them under your supervision, provided you sign a disclaimer form.

PLEASE MAKE SURE YOUR FRIDGE AND FREEZER ARE PLUGGED IN AGAIN AFTER BEING MOVED AND AT THE END OF EACH DAY.

• The cooker may be disconnected, but it will be reconnected at the end of each working day. If that is not possible, we will make alternative arrangements for you.

• The washing machine can be reconnected, although we recommend that it is moved as little as possible.

• If you have a dishwasher, it will remain disconnected until the work is completed.

It is the tenant’s responsibility to read the manufacturer’s instructions regarding the moving of appliances.

Kitchen Refurbishment It normally takes around ten days to replace a kitchen. The work will include:

• New base units and worktops.

• Electrical sockets.

• Wall tiles and decoration. If possible, tiles will be fitted to 450mm above all kitchen worktops, including returns to reveals and windowsills.

• Laying floor screed (Note – you can not walk on this for 4 hours after it has been laid).

• Fitting non-slip vinyl flooring.

• Replacing kickboards and silicone sealant.

• Carry out final inspection and hand over the job.

It would be a good idea to …

• Make a batch of frozen meals before work starts.

• Set up tea and coffee making facilities in a safe area away from the kitchen.

• Use a microwave, if there is space in another room, to provide hot snacks during the day.

NEITHER THE CONTRACTOR OR TAI CALON WILL RECONNECT ANY FAULTY OR DANGEROUS APPLIANCES

Bathroom DesignIf the bathroom is replaced, it will be fitted with a new white suite, including bath with mixer taps/shower, a wash hand basin and toilet. The bathroom will be partially tiled, extending, if possible, to 450mm behind the wash hand basin. Full height tiles will be laid to the side and both ends of the bath.

The work will include:

• Stripping out existing floor, wall tiles and finishes.

• Removing old bath, toilet and basin. New sanitary ware will be fitted the same day.

• Decoration, including painting and tiling.

• Laying floor screed or sheet ply to floor.

• Fitting non-slip vinyl flooring.

• Fixing bath panel.

• Final inspection and hand over job.

It is recommended that you:

• Take down any fittings you wish to keep, i.e. shower screen/curtain and rail, bathroom cabinet and towel rail.

• Remove medications and keep them in a safe place away from the bathroom.

• Pack a sponge bag with essential wash items.

Electrical Rewiring It is advisable that curtains are removed during rewiring, particularly if the property had been built using a black coloured mortar.

During the work:• Carpets and floorboards

will be lifted to run new wiring throughout your property. They will be refitted afterwards.

• Furniture must be kept clear of electrical sockets.

• The electricians will use existing trunking; however this is not always possible.

• If wiring is sunk into the walls in the kitchen, the contractor will only patch the affected area. The entire room will not be redecorated.

• Holes in the ceilings will be filled by the decorators.

• Old sockets will be removed. The hole can be plastered or fitted with a white blanking cap. Please let the electrician know your preference.

• The electricians will require access to the loft. Any flooring or belongings stored in the attic space must be moved to one area.

• Any exposed wiring in the kitchen will not be “live” and is needed for the new installations.

• A strip light will be fitted in the kitchen, unless you request otherwise. A replacement bathroom light will also be installed.

• Extractor fans will be installed in the kitchen and bathroom. They will automatically switch on as humidity levels increase.

• A Residual Current Device (RCD) will also be fitted. This can occasionally be affected by some electrical items, in which case check the “trip switch”. If there are any ongoing problems we will arrange for an electrician to visit.

PetsAll animals must be kept away from contractors and work areas. Your pets remain your responsibility at all times.

SmokingWe politely request that work areas are kept free of cigarette smoke.

Children, pets and site SafetyChildrenKeep children away from the areas where work is being carried out.

They can be seriously injured or killed if they interfere with equipment being used by the contractor or come into contact with hazardous materials.

Youngsters must be supervised at all times. The contractor cannot continue working in your home if children under the age of 16 years are left unattended.

Code of conductTai Calon Community Housing aims to provide you with the very best service and we expect our contractors to do the same by adhering to our code of conduct. If you feel this has not been meet, please inform your TLO.

You must do the following:• Keep appointments and give

our contractors access into your home.

• Telephone your TLO if you are unable to keep an appointment. (If you live in sheltered housing please inform your scheme manager).

• Check the identity of any contractor entering your home and let us know immediately if you have any concerns.

• Be ready for the work.

• Be considerate towards our contractors.

• Understand that although we will always do our best, there will be some disruption and things may not always go to plan.

Before the contractor arrives, they will:• check they have the details of

work to be undertaken and have arranged access to the property;

• respect religious events, holidays and festivals;

• make sure they have the right tools and materials to do the job, including dust sheets;

• make sure they have the right parking permits.

Meeting the tenant, the contractor will:• show their identification card;• confirm the work they will be

carrying out and explain how long it will take;

• tell you if they have to disconnect your gas, water or electricity;

• obtain your permission before starting work;

• be polite and not racist or sexist;• be professional and not gossip

about tenants, staff or other contractors.

While in your home, the contractor will:• use dust sheets, if the work is

likely to cause a mess, • avoid damaging your

belongings or home;• put furniture back, if it needed

to be moved;• ask your permission before

leaving materials or rubbish in your home or communal areas;

• not smoke in your home.

Carrying out the work, the contractor will:• work in a safe way, and avoid

causing disruption;• use good-quality materials;• only enter rooms or areas where

they are working;• keep the property safe by

securing doors and putting away ladders;

• take extra care if working around small children or people with mobility issues.

At the end of the day, the contractor will make sure you have use of:• a toilet;• cold and hot water;• cooking facilities;• lighting; and• a form of heating (in winter).• only work between 8am and

6pm, Monday to Friday, unless an alternative time is arranged in advance;

• give you clear advice on how to use any item which has been repaired, or if there are any areas of wet paint;

Contractors working in your home will not:• Use radios, CD, MP3 or cassette

players without your permission.• Smoke or eat inside your home.• Drink alcohol during working hours.• Remove any of your possessions

without your permission.• Use your phone.• Use your bathroom without your

permission.

Why we need your personal details

The information is needed to plan the job, to make sure we and the contractor have your correct contact details, and whether we need to be aware of any special arrangements or requirements.

It is important to keep our records up-to-date, so please inform the TLO of any changes. Only Tai Calon and the contractor’s site team will have access to your personal information. A needs assessment form is kept separate.

After the work is completed the contractor will destroy their copies of your personal information. Tai Calon and the contractor will take all reasonable steps to ensure there is no infringement of your rights. If you wish to have access to the personal data we have about you, please contact your TLO.

ComplaintsIf you have a complaint while work is ongoing please contact your TLO. If you feel that it has not been resolved, you can make a formal complaint to Tai Calon.

If you wish to make a formal complaint you can:

• Phone Customer Services, Monday to Friday between 9am and 5pm on: 0300 303 1717.

• Send an email to complaints@taicalon.org

• write to the:

Monitoring and

Liaison Officer,

Tai Calon Community

Housing,

Solis One,

Rising Sun Industrial Estate,

Blaina.

NP13 3JW

To comply with the Data Protection Act 1998, it is necessary for Tai Calon to explain why we need to collect, keep and share your personal details with the contractor working in your home.

Tai Calon will hold the personal information you give us when we survey your home.

You will be asked for:

• Your full name;

• Telephone numbers;

• Any religious or language requirements you may have;

• Whether you have booked any holidays or other outings.

• Your work patterns. The contractor and TLO will need to be aware if you work shifts.

Some Common Questions Answered

Notes

Question:Do I have to have the improvement works?

Answer:No. You can decide not to have some of it; however, upgrades to your gas and electrical systems are a legal requirement.

However, this work will give tenants the opportunity to enjoy a more modern, comfortable and energy efficient home. The recommended improvements will help us to keep your property up-to-date and in good condition.

If you are a leaseholder, the terms of your lease will dictate the type of work that can be carried out to your home.

Question:What happens if I am on holiday when the work is due to take place?

Answer:Please inform the TLO or Assistant Site Manager as soon as possible, so we can try and rearrange the work. Alternatively, a key to your home could be left with a family member or possibly with the contractor.

Question:Will all my kitchen appliances fit into my new kitchen?

Answer:Yes. All of your existing appliances will be taken into account when the new kitchen is designed. If you have more appliances than a cooker, washing machine and fridge/ freezer, we may need to reduce the number of cupboards in order to fit them all in. If you plan to buy replacement appliances, please let us know when your new kitchen is being designed, or they may not fit the space provided.

Question:Is the improvement work covered by a guarantee?

Answer:Yes. Any improvement work is covered by a ‘defects period’ of one year. This means the contractor is responsible for any repairs during this time and then by Tai Calon at the end of the 12 months.

Use this space to write any notes relating to the work being carried out at your home.

Contact Us:If you would like to contact Tai Calon you can

phone us on 0300 303 1717

If you wish to report a repair, enquire about your rent or would like to speak to a member

of staff from Tai Calon please telephone us on 0300 303 1717

www.taicalon.org