Capital Improvements’ Service Standards
Derwentside Homes is investing over £117 million on modernising homes across Derwentside as part of our commitment to meet and exceed the Government’s Decent Homes’ Standard. These service standards set out what you can expect from Derwentside Homes if Capital Improvements are being carried out in your home.
Prior to work commencing we will:
- Publish the Capital Programme detailing a minimum of three years of the planned works;
- Notify you at least seven weeks before we plan to commence work in your home;
- Confirm the commencement date at least two weeks prior to the works commencing in your home;
- Contact you 24 hours prior to the works commencing in your home;
- Survey your home and confirm with you the work that is planned in your home;
- Offer an open day (where practical) where you can discuss the works, view samples of products, make your choices and tell us about any particular needs you may have;
- If we can’t offer an open day we will visit you in your home to discuss the works, show you samples of products, help you make your choices and discuss any particular needs you may have.
During the works we aim to:
- Give you contact details of the site team and give you advice on health and safety;
- Help you move furniture if you are an older person or have a disability and have no one over the age of 18 to assist you;
- Give you prior notice to when people will be working in and around your home;
- We will only work in your home on a Monday to Friday from 8am to 4.30pm (unless previously agreed);
- You will not be left without running water, toilets or heating overnight;
- All members of the site team who visit your home will carry identification.
On completion of the works we will:
- Give you a demonstration how to use all the items installed;
- Give you a tenants’ satisfaction questionnaire;
- Report satisfaction on all aspects of the Capital Programme on the website and through our HomeNews magazine on a quarterly basis.
