Service standard - windows and doors. Our promise to you.

Transcription

1 Service standard - windows and doors Our promise to you

2 What is a service standard? Work is about to start on your home and so this document lets you know what to expect both in the extent and quality of work. Your service standard for window and door replacements We want to make sure that you have good quality windows and doors. That is why we are carrying out the replacement of your existing windows and doors. We have worked closely with customers to make sure that what we do matches your own high standards. The details of what we will do and how we will do it are set out in this service standard. We promise to: replace the windows and doors to a high quality standard, use only reputable contractors and skilled staff, keep disruption to a minimum, 2 inform you when the work is due to start and give you sufficient notice, let you know what is going on at regular intervals, complete work as quickly as possible, put problems right quickly, and consult with you wherever possible. What work is included? Removal of all the original windows and doors that are in a poor condition. Replacement of these units using modern and good quality doubleglazed products. Who will do the work? A contractor employed by Soha. The contractor is responsible for all aspects of the work including the initial measuring of the windows and doors before the work starts. We take great care to make sure that the contractor can achieve the quality standards you expect and we only ever deal with reputable contractors.

3 The letter enclosed with this leaflet tells you the contact names and telephone numbers of the company. The contractor will have a Contract Manager who is responsible for every stage of the work and for keeping you informed as the work progresses. You should also make sure that anyone working on your home is who they say they are. If you have not seen them before ask to see their identity card and if you have any concerns, call the surveyor at Soha to check. Who supervises the contractor? A Soha Housing surveyor is responsible for overseeing the works. The enclosed letter tells you the name and telephone number of this surveyor. Please get in touch with them if you have any queries or complaints. What happens first? The letter with this leaflet tells you when the work in your area will begin and when it s due to be completed. The work on your windows and doors will happen at some time during these dates. The contractor will contact you to arrange an appointment. How long will the work take? Work should not take longer than three days. It may take less than that depending on the number of windows and doors which need replacing. The contractor will try to fit in with your plans and will give you advance warning of when the work will be done. What about the disturbance and disruption? We re sorry that some disturbance and disruption will be unavoidable. We will keep this to a minimum and the workers will treat you and your home with respect. They will clear up any mess they make at the end of each day, respect your garden and take care with plants, flowerpots and other things. They have been asked not to play radios that may annoy you. As part of our health and safety policy, our contractors carry out their work in a 3

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5 safe and careful manner. Please assist the contractor by keeping the area of work clear and tidy and trying to keep children away from it. What if there are delays? The weather plays a big part in window and door replacements; if it rains when they are due to be working on your home the contractors may be delayed. They will then arrange a convenient time with you when the work will start again. What choices will there be? The windows will usually be white unless there is a specific reason for a different colour. You can choose from a range of styles and colours for your front door. Rear doors will typically be white and you will also have the option to have a cat flap fitted. What happens when the work is finished? The contractor will inspect the works. We replace many windows and doors every year so the Soha surveyor will carry out inspections on only a proportion of them. We may not be planning to visit your home, but we can if there is something you want to show us which you are not happy with. If we find items that need attention the contractor will put these right as soon as possible. We will not pay the contractor until our surveyor is satisfied that all the work is finished. How long will the windows and doors last? Modern double-glazed units are designed to last around 30 years. Soha has worked hard over the last few years to improve the standard of workmanship using the most durable, high performance products available. We test different systems and manufacturers claims and guarantees. 5

6 How will I know that Soha is achieving what it has promised? We will check the work and we will ask you. While the work is going on, our surveyor will be checking a number of homes in your area. When the job is finished we will send you a short Customer Satisfaction Form asking for your comments. Please send it back to us at FREEPOST SOHA HOUSING. How much does it cost? There is no extra charge for replacing your windows and doors your rent covers this cost. We choose contractors who offer a competitive price for high quality units and we work hard to make sure they offer value for money. What if there is a problem? Tell the contractor straight away. Talk to the person doing the work or ring the Contracts Manager whose number is in the letter attached. They will sort out any problem as soon as possible. If they fail to, or you would prefer to talk direct to Soha, contact the surveyor who is looking after the work. Please report all other repairs concerning your home to our customer services team online, by or telephone. Unhappy with the contractors response? If you are unhappy with any aspect of the service or the quality of the work, please contact the Planned Maintenance department and we will try to resolve your problem. If you are still unhappy, we have a complaints process which we will be happy to take you through. You can make a complaint online, by , in writing, in person or over the phone. 6

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8 Soha Housing Royal Scot House 99 Station Road Didcot Oxfordshire OX11 7NN Soha Housing is registered with the Homes & Communities Agency (No. L4130) and is a charitable registered society under the Co-operative and Community Benefit Societies Act 2014 (No R).