Planned maintenance works. What you need to know

Transcription

1 Planned maintenance works What you need to know

2 How to contact us L&Q Direct Cray House, 3 Maidstone Road Sidcup, Kent, DA14 5HU Tel: Tel: (local rate) Calls may be recorded for training and quality purposes. l&[email protected]

3 Content Welcome Getting it right from the beginning Programme Management Team How you can help us...6 How we will help you...6 L&Q planned maintenance standards... 7 Electrical standard Kitchens standard...10 Bathrooms standard...12 Gas central heating standard...14 Windows standard...15 Front doors standard...16 Roofing standard Decorations standard...18 L&Q Planned Maintenance Works Property Standards 3

4 Welcome L&Q s mission is creating places where people want to live. This means providing the best possible homes and services to our residents in the most sustainable way. We keep our homes in a good condition through our annual planned maintenance programme. Planned maintenance is the name we give to the replacement or repair of certain building components, which includes the replacement of kitchens and bathrooms, electrical rewiring and decoration. Our annual planned maintenance programme makes sure that the homes most in need of works receive them first. This booklet sets out the standards for all our planned maintenance works so you know what to expect. We have also included information to help you prepare for works, so you are ready when our contractors arrive. We usually only carry out one type of planned maintenance works at a time, so please use the section of the booklet that applies to you. If you are unsure what works you are having please check your works confirmation letter or contact us (see the back page of this booklet, How to contact us). I m a leaseholder will I receive planned maintenance works? This booklet is for both leaseholders and general needs residents. If you are a leaseholder we will only carry out planned maintenance works to the outside of your property, e.g. windows, doors, roofing and decoration works. We will consult with you first before we undertake any major works. Do I have to pay for planned maintenance works? If you are a general needs tenant, planned maintenance works are already included in your rent payments. If you are a leaseholder, you will be recharged according to the terms in your lease and will be consulted before we undertake any major works. Who will carry out the works? L&Q uses a range of contractors to carry out planned maintenance works. All of our contractors carry identification badges which should be clearly on display. If you are ever unsure whether a contractor is employed by us, please contact us. Our contractors will be happy to wait outside your home while you check their details. 4 L&Q Planned Maintenance Works Property Standards

5 Getting it right from the beginning How does L&Q select properties for planned maintenance works? Every year we undertake a large number of surveys on our homes where we collect information about their type, age, condition and structure. This information is used to plan and prioritise which homes need to have planned maintenance works first. If your home hasn t been surveyed yet, please don t worry, as some homes will be seen before others. If you are due a survey, we will write to you explaining what will happen, when it will take place and who you can contact if you have any questions. How will I know if my property has been selected for planned maintenance works? Each year in January the budget for our planned maintenance programme is set. This enables the Programme Management Team to identify which homes will be included in the year s planned maintenance programme. If you are included we will write to you in March to tell you the works we will carry out, the name of L&Q staff member who will support you through the process and if known, the appointed contractor. If you have not received a letter then you will not receive any works that year, but you may receive them in the future. In time, all of our homes will have planned maintenance works carried out, as the different components that make up a home require replacement. Therefore, if we have not contacted you or carried out any planned maintenance works so far, it is because we have assessed your home as not requiring any works at the moment. be scheduled later in the year. Any such programmes are subject to change therefore our contractors will typically write to residents, four weeks before any proposed works begin followed by a further letter two weeks before any proposed works to your home. The timings of such letter may be differ for different types of planned works however the principle will remain the same. Therefore please don t be alarmed if you don t hear from our contractors immediately they will write to you nearer to the time when works are planned to be undertaken. What happens if I refuse the proposed works This guide details which works residents can refuse to have and those which you cannot. If you choose to refuse certain works then L&Q will instruct the contractor to remove the works from their programme. L&Q will then look to add back into the programme another home requiring similar works. If you later change your mind it will not be possible to include you back in to the programme. Who should I contact if things go wrong? Sometimes things do go wrong and if they do you should always contact the contractor first. You will be provided with their contact details when they initially write to you. It is essential that our contractors have the opportunity to put right any mistakes that they may have made. If you are still concerned or unhappy then please contact the L&Q Planned Project Manager or L&Q Resident Liaison Officer (if applicable) who is responsible for the delivery of the programme. If you still remain concerned or unhappy then you can speak to L&Q Customer Relationships Team. What happens next As mentioned above L&Q will aim to write in March of each year to those residents who are to be included within the next financial years planned maintenance programme. Our contractors are then responsible for programming the number of homes which will receive works each month within that financial year. Therefore some homes will be scheduled to received works in the early part of the financial year whilst some will L&Q Planned Maintenance Works Property Standards 5

6 Programme Management Team L&Q has a Programme Management Team who co-ordinate the planned maintenance programme. One of the Team s Planned Project Managers will take overall responsibility for the works to your home, they will tell the contractor what they need to do and ensure that the work is completed to a high standard. Some of our planned maintenance works will take several days to complete and may require you to move your belongings or stop using a room altogether. When this happens we will, where possible, provide you with an L&Q Resident Liaison Officer. They will support you and will be available to answer any questions or concerns you may have. The contractor may also provide you with a Resident Liaison Officer. These are employed directly by the contractors and can also be contacted if you have any concerns or questions. They will tell you when the works will take place and will let you know if there will be any disruption to your amenities, such as water, gas and electricity. How you can help us To make sure that your experience of planned maintenance works goes as smoothly as possible, we ask that you help us by: Always asking to see personal identification before letting anyone into your home. Keeping your pets in another room, away from the works. Keeping children away from the works and not leaving them in the house on their own. Not leaving any money or valuables on show in your home. Clearing away all personal belongings from the areas where the work will be taking place. This includes clearing out cupboards (when we require access) and removing laminated flooring, furniture and all appliances. Please let us know if you cannot move heavy furniture, or if you need packing boxes for your belongings, as our contractors may be able to help. Not smoking while contractors or L&Q staff are working in your home. Your home becomes a temporary workplace and smoking in the workplace was banned under the Health Act in Letting us know if you have any medical or other special requirements. We need to know so that we can advise the contractor before work begins. Letting us know if you require any aids or adaptations. There may be some minor adaptations that we can make to your home while works are taking place. For example, we can fit lever taps that make it easier to turn taps on and off and we can fit handrails in the bathroom/wc. Completing a short survey after the planned maintenance works are complete. This helps us to improve our services. How we will help you For all planned maintenance works, we will: Provide you with a Planned Project Manager and where necessary a Resident Liaison Officer, who will oversee the works being carried out to your home. Give you the contact details of all relevant members of staff, including our contractors. Help you decide the best solution when you are able to choose the design or colour of a particular item. Show you samples of the materials to be used where these are available. Tell you when the work is due to start and finish and keep you updated about progress. Inspect the completed works to make sure they are finished to a good standard. Deal with any questions you may have during the course of the works. Make sure our contractors follow the L&Q code of conduct. 6 L&Q Planned Maintenance Works Property Standards

7 Will it affect my home contents insurance? Any planned works, whether internal or external, may affect your home contents insurance. Please let your insurance company know, in advance of any work, because if you need to make a claim whilst the works are being carried out you may not be covered. We advise all our residents to have home contents insurance and L&Q offer this service at discounted rates. If you would like to know more please call stating you are an L&Q resident. Planned maintenance standards We have set standards for each of our planned maintenance works from electrical works to decorations. The aim of these standards is to: Provide a single standard for all L&Q homes L&Q owns a variety of homes, built at different times. It is important to us that all our residents have access to the same standard of works, no matter what home they live in or when it was built. Give you more choice when we undertake planned maintenance works Where works are required to your home, you will have a number of choices regarding the products and finishes used. We want to give you as much choice as possible so that we can meet your needs. Provide sustainable maintenance solutions L&Q is committed to continually improving its properties in a way which limits the impact on the environment. We do this by careful design, selecting sustainable materials and by improving the energy efficiency of our homes. By improving the energy performance of our homes there is a benefit not only to the environment, but also to you, as it may help to lower your energy costs. What are the symbols? To help you understand our standards, we have used three symbols that appear throughout this booklet to identify certain items that we think are important. Choice Sustainable Aids & adaptations available Choice These are choices available to you. Where it is practical we would like to give you the opportunity to have a choice. Where you see this symbol you will be able to choose a specific colour scheme, a design or have an influence on the works. Sustainable This product has a reduced impact on the environment. We try to ensure that all of our improvement works are sustainable using products and processes that do not harm the environment. Where you see an item with this symbol, it has a reduced environmental impact in comparison to standard products. Aids & Adaptation Minor adaptations works can be carried out. While we carry out planned maintenance works it may be possible to make minor adaptions to help with any disability you may have. Where you see this symbol there is the option to have an adaptation, speak to your Planned Project Manager for more details. L&Q Planned Maintenance Works Property Standards 7

8 Electrical standard If you have been told that your home is due electrical works, the contractor will arrange a visit to your home to undertake an electrical test. The test allows us to identify what works need to take place. If your home needs urgent works they will be carried out immediately to ensure that your home is safe. If the electrical test identifies any non health and safety works, the Planned Project Manager will tell you what we will do and when the works will take place. We will advise you if full rewiring or upgrading is required. When the works have finished they will be inspected by L&Q s Planned Project Manager to ensure that they have been completed to a good standard. Can I refuse to have the works completed? No. These works are essential for health and safety reasons and, therefore, they must be undertaken. As your landlord, we have an obligation to make sure your home is safe and well maintained. What is the full rewire electrical specification? The number of outlets we aim to fit is as follows: Double socket outlets: One in the hall. Four in the living room. Four in the kitchen and two switched fused spurs. Three in the dining room. One on the landing. Three in large bedrooms. a gas open flued appliance or warm air unit within your home or where a gas appliance or gas flue is located in a bedroom. Extractor fans where possible, installed in the kitchen and bathroom. Supply to electric shower we will not provide a new shower unless this is part of the bathroom replacement works but we will rewire to an existing switch. Lighting New lighting points and switches for each room. Two-way switches for hallway and landing lighting where required. Consumer unit (fuse box) New consumer unit (fuse box). What is the difference between full rewiring and upgrading? Full rewiring means we replace all of the existing old electrical distribution cables that are buried in the walls and under floors, with new cables. We will also replace all of the old switches, sockets and consumer units (fuse box) with new ones. Upgrading: In many cases it is not necessary to replace all of the wiring. Where possible, we will upgrade the existing electrical installation by providing new switches, sockets and consumer unit (fuse box). Other outlets: Kitchen one cooker control panel & outlet. Airing cupboard switch for immersion heater (if fitted). Boiler one switched fused spur. External light If your home is a house, bungalow or maisonette and requires a full rewire then external lights will be fitted above your front and rear doors. Other equipment: Smoke alarms one detector per storey height, hardwired with battery back-up. Carbon monoxide alarm where you have 8 L&Q Planned Maintenance Works Property Standards

9 If my home is being rewired, what options do I have for wiring? You can choose one of the following methods of installation: Surface mounted mini trunking Surface mounted cables are located in plastic mini trunking screw fixed to the wall. This is often people s preferred option, as it leads to less disruption and reduces the need to redecorate. We are able to limit the extent of the trunking used by careful design and by running cables under floors. Cutting into the walls and burying the new cables Chased in cables are located in channels cut into walls and plastered over. We will need to cut into the walls to locate the cables, which is both noisy and dusty and afterwards you will need to redecorate. L&Q will not undertake the redecoration works on your behalf but we will provide you with a redecoration allowance so that you can decorate yourself. The option you choose will make no difference to the performance of your new electrical system. Are you able to locate sockets higher up? Yes we are able to provide socket outlets higher on the wall rather than just above the skirting. I have an electric shower, will this be reconnected? If you have installed your own shower we will only reconnect it if it conforms to current electrical regulations. What about my existing light fittings? Where appropriate and safe to do so, any lights that you wish to keep will be tested and reinstalled. Please note that we will not be liable for any breakage or damage and we will install a standard light pendant if the fitting needs replacing at any time in the future. Do I have to stay in my home while the works take place? This is your choice. If you do not want to stay in your home while the contractor is there, you must provide them with a key when they start work. The contractor will then keep the key, storing it in their safe overnight. The key will be returned to you when the works have finished. How will the works affect me? We will do our best to prevent the works from affecting you too much. However, some of the work can be quite noisy and dusty. There will also be periods during the day when electricity will not be available, but we will ensure that you are never left without electricity overnight. If you have laminated wood flooring, you will have to remove it before any work starts, as we will not accept any liability for damage to or replacement of it. Who should I contact if I have any questions or concerns? Please contact your L&Q Planned Project Manager, whose name and contact details will be on your works confirmation letter. L&Q Planned Maintenance Works Property Standards 9

10 Kitchen standard If you have been told that your kitchen is to be replaced, the contractor will arrange to visit your home to talk to you about the work, answer any of your queries or concerns and agree when the work will start and how long it will last for. Where possible, L&Q s Resident Liaison Officer will also attend this visit. During the visit, you will have the opportunity to help in the planning of your kitchen with an expert designer. The designer will explain the process and give you options for where you can place existing appliances. You will also have the opportunity to decide on your choices within the kitchen specification (see below for more details). Where possible, we will try to meet your needs but there will be occasions where the size and shape of the kitchen, or health and safety requirements, mean that these options are limited. After the visit you will be given a picture of the design of your new kitchen. You then have seven days in which you can change your mind. After that, the decision is final. We aim to give you advance notice before we start the work and will provide you with a programme of works, so you know what works will take place on each day. When the works have finished, your Planned Project Manager will inspect them to make sure they are completed to a good standard. What is the kitchen specification? The kitchen specification includes: New kitchen base units and doors (choice of four door styles). New kitchen wall units and doors (choice of four door styles). New worktops (choice of six colours). New stainless steel sink and drainer. New sink tap (choice of two taps). New ceramic tiles to walls above work surfaces to a minimum of two courses or 300mm high. Full height wall tiling will be provided to cooker space (choice of six colours). New extractor fan (where required). New vinyl floor covering (choice of six colours). Electrical rewiring four switched double socket outlets fitted above worktops, a cooker control unit and outlet, a switch if an extractor fan is needed and two additional switched outlets fitted above worktops supplying two un-switched socket outlets for appliances fitted below worktops. Gas supply tested where retained. New waste and service pipes as necessary. Space and plumbing for a washing machine. Space for a fridge. Full room decoration (choice of six wall colours). Space for a cooker Do I have to have the works completed? You can choose not to have the works completed unless they are necessary for health and safety reasons. As your landlord, we have an obligation to make sure your home is safe and well maintained. 10 L&Q Planned Maintenance Works Property Standards

11 Will L&Q replace my cooker or fridge freezer? No, all existing appliances such as cookers and fridges that are owned by you will be included in the kitchen design and re-installed in your new kitchen upon the completion of the works. Do I have to remain in my home while the works take place? This is your choice. If you do not want to stay in your home while the contractor is there, you must provide them with a key when they start work. The contractor will then keep the key, storing it in their safe overnight. The key will be returned to you when the works have been completed. How will the works affect me? We will do our best to prevent the works from affecting you too much. However, the works can sometimes be quite noisy and dusty. Our contractors will put down dustsheets over the main walkways, but you may wish to keep your doors shut to stop dust spreading. You may not be able to use your kitchen space for short periods of time but we will never leave you overnight without cooking facilities. We recommend that you set up a cooking area elsewhere in your home where you can have a microwave and kettle, we will loan you a small cooker free of charge if you need it. What will happen to my existing kitchen appliances? All your existing appliances, such as cookers and fridges that are owned by you, will be included in the kitchen design. They will then be re-installed in your new kitchen once the works are completed. If you want to buy new appliances they must be in your property before works start. Can I keep my existing tiling or flooring? No. It is unlikely that your new kitchen design will match your existing layout, leaving gaps around your cupboards and appliances. To comply with health and safety requirements, we will replace your existing wall tiles and flooring as part of the works. Who should I contact if I have any questions or concerns? Please contact your L&Q Planned Project Manager, whose name and contact details will be on your works confirmation letter. L&Q Planned Maintenance Works Property Standards 11

12 Bathroom standard If you have been told that your bathroom is to be replaced, the contractor will arrange to visit your home to talk to you about the work, answer any of your queries or concerns and agree when the work will start and how long it will last for. Where possible, L&Q s Resident Liaison Officer will also attend. During this meeting, you will need to decide on the layout of the bathroom and your choices within the bathroom specification (see below for more details on this). We aim to give you advance notice before we start the work and will provide you with a programme of works, so you know what works will take place on each day. When the works have finished they will be inspected by L&Q s Planned Project Manager to ensure that they have been completed to a high standard. Can I refuse to have the works completed? You can choose not to have the works completed unless they are necessary for health and safety reasons. As your landlord, we have an obligation to make sure your home is safe and well maintained. What is the bathroom specification? The bathroom specification includes: New pressed steel bath (white). New china wash hand basin and pedestal (white). New china low level WC suite (white). New taps to bath and wash hand basin (choice of two styles). Ceramic wall tiles two courses of wall tiles to wash hand basin and fully tiled around bath (choice of six colours). New vinyl flooring (choice of six colours). New extractor fan (where required). New supply and waste pipes as required. Full room decoration (choice of six colours). New light fitting (choice of two styles). Grab rails. For properties with four or more bedrooms, electric over-bath shower or thermostatic mixer shower and shower curtain and rail over bath (choice of four colours). For all other properties, mixer tap with a short hair washing hose. 12 L&Q Planned Maintenance Works Property Standards

13 Do I have to remain in my home whilst the works take place? This is your choice. If you do not want to stay in your home while the contractor is there, you must provide them with a key when they start work. The contractor will then keep the key, storing it in their safe overnight. The key will be returned to you when the works have been completed. How will the works affect me? We will do our best to prevent the works from affecting you too much. However, the works can be quite noisy and dusty. Your toilet will be available for use for most of the time. However, it may be out of action for a couple of hours while the contractors refit a new one. We will never leave you overnight without access to toilet facilities. Your bathing facilities will also be available for use most of the time, unless you are having a wet room installed this requires us to completely remove all bathing facilities. Can I keep my existing tiling or flooring? No. It is unlikely that your new bathroom design will match your existing layout, leaving gaps around your bath, toilet etc. To comply with health and safety requirements, we will replace your existing wall tiles and flooring as part of the works. Who should I contact if I have any questions or concerns? Please contact your L&Q Planned Project Manager, whose name and contact details will be on your works confirmation letter. L&Q Planned Maintenance Works Property Standards 13

14 Gas central heating standard If you have been told that your central heating is going to be renewed, the contractor will arrange to visit your home to inspect the condition of your central heating system (which includes your boiler and radiators). You may just need a new boiler, but sometimes your full system will have to be replaced. If you are having your boiler replaced we may need to carry out other works, such as replacing the thermostatic valves on the radiators, in order to comply with current building regulations. When the works have finished they will be inspected by L&Q s Planned Project Manager to ensure that they have been completed to a high standard. Can I refuse to have the works completed? If you do not have a central heating system in your home, you can choose not to have the works. Otherwise you must have them for health and safety reasons. What is the gas central heating specification? The gas heating specification includes: New energy efficient gas boiler. New double panel convector radiators. New thermostatic radiator valves. Room thermostat. Programmer/timer. Plastic trunking to enclose vertical runs of pipe work. Pipe work will be located underfloor where possible but where exposed will be painted. Loft insulation checked and thickness increased as required. Gas fires and back boilers removed where fitted. Carbon monoxide alarm fitted. Where you have a gas open flued appliance or warm air unit within your home or where a gas appliance or gas flue is located in a bedroom. Pipe work insulated. System controls explained and operation manual provided. Do I have to remain in my home while the works take place? This is your choice. If you do not want to stay in your home while the contractor is there, you must provide them with a key when they start work. The contractor will then keep the key, storing it in their safe overnight. The key will be returned to you when the works have been completed. How will the works affect me? We will do our best to prevent the works from affecting you too much. However, the works can be quite noisy and dusty and floorboards and carpets will need to be lifted to provide access for the new pipe work (these will then be re-laid afterwards). If you have laminated wood flooring, you will have to remove it before any work starts and replace it afterwards. We will not accept any liability for damage to, or replacement of such flooring. During the works, you may be without hot running water for a couple of days and without central heating until the installation is completed. Please let us know if this is going to be a problem, as we may be able to loan you temporary electric heaters. Will my decorations be affected? We will complete the work as carefully as possible but the new radiators may be smaller than your current ones, therefore your decorations may be affected. We will not carry out any redecoration works but will provide a post-works decoration allowance to help cover the cost of any decoration that may be required. Who should I contact if I have any questions or concerns? Please contact your L&Q Planned Project Manager, whose name and contact details will be on your works confirmation letter. 14 L&Q Planned Maintenance Works Property Standards

15 Windows standard If you have been told that your windows are to be renewed the contractor will arrange to visit your home. During the visit they will measure your existing windows, talk to you about the work and answer any questions or concerns you may have. They will also agree with you when the works will start and how long they will last for. What is the window specification? The window specification includes: Window frames will be white reinforced PVCu. Double glazed with energy efficient glass. Lockable window handles, maybe push button or key. Trickle vents on all window units. Secondary child locks. White window trims internally. Rear exit doors will be white PVCu. Security locks to doors. Level access door thresholds. Balcony doors and French windows where already provided will be replaced in white reinforced PVCu. If we consider that you need it, you will be given a composite front entrance door (secure by design). Can I refuse to have the works completed? No. These works are necessary for health and safety reasons and cannot be refused. Do I have to remain in my home while the works are taking place? This is your choice. If you do not want to stay in your home while the contractor is there, you must provide them with a key when they start work. The contractor will then keep the key, storing it in their safe overnight. The key will be returned to you when the works have been completed. Will all of the windows be replaced? Generally we will replace all of the existing windows. However, there may be occasions where we decide to keep some. For example, where they are in good condition or where it would not be possible to provide a good enough replacement window design. Can I choose the design of the windows? No because we aim to fit windows that match your existing design. There may be occasions where we have to change the design if we believe that this will improve the windows performance or the aesthetics of the building. We may also have to comply with local planning restrictions. Will PVCu windows always be fitted? PVCu windows are our preferred choice but we may need to use other materials in certain circumstances. For example, where there are specific planning requirements or where we consider that there is a better solution for a particular property. Will you replace my entrance doors too? Your front entrance door and rear kitchen door will also be replaced if needed. If they are replaced as part of the window programme they will be a composite and secure by design door. (See the next section on front entrance doors for more details on replacement front doors.) I have a cable running through my frame what should I do? Sometimes service providers such as BT or Sky, run cables through door or window frames. If this is the case, please let the the contractors know when they visit your home. You may need to contact your service provider if we are unable to reinstall the line for you. We will take no responsibility for this type of equipment. Who should I contact if I have any questions or concerns? Please contact your L&Q Planned Project Manager, whose name and contact details will be on your works confirmation letter. L&Q Planned Maintenance Works Property Standards 15

16 Front doors standard If you have been told that your front entrance door is to be renewed, the contractor will arrange to visit your home to talk to you about the works, answer any of your queries or concerns and agree when the works will start. You will also have an opportunity to decide on your choices which are included in the front door specification (see below). When the works have finished they will be inspected by L&Q s Planned Project Manager to ensure that they have been completed to a high standard. Where possible, we will aim to replace your existing front entrance door with a new composite (reinforced plastic) door. However, this may not always be possible (for example, due to local planning restrictions or because your home has timber windows). In these situations, we will replace your existing door with a timber one. All new front entrance doors will meet the recognised design standard for security called Secure by Design. This means the door has security features which include a chain, spy hole and multi-locking or fivelever mortise. Can I refuse to have the works? No. These works are necessary for health and safety reasons and cannot be refused. What is the door specification? You will be given either a composite or a timber front door. Composite door Composite doors are formed of a combination of materials to produce a hard wearing, high quality door. The specification for composite front entrance door includes: New composite door (choice of four styles, six colours). New door frame. Five-lever mortise lock. Door chain. Spy hole. New door numbers and letter box. Timber door The specification for timber front entrance doors includes: New solid wood door (choice of four styles, six colours). New wood frame where required. Five-lever mortise lock. Night latch. New door numerals. Door chain. Spy hole. New hinges and other ironmongery. Rear doors, if replaced, will be a reinforced white PVCu door and frame fitted with security locking. Do I have to remain in my home while the works are taking place? This is your choice. If you do not want to stay in your home while the contractor is there, you must provide them with a key when they start work. The contractor will then keep the key, storing it in their safe overnight. The key will be returned to you when the works have been completed. I have a cable running through my frame what should I do? Sometimes service providers, such as BT or Sky, run cables through door or window frames. If this is the case, please let the contractors know when they visit your home. You may need to contact your service provider if we are unable to reinstall the line for you. We will take no responsibility for this type of equipment. Will I always have a choice of door design? Where possible we will always try to provide you with a choice of door design and colour. However, in certain locations, such as flats where there are specific fire regulations or where there are specific planning requirements, this may not be possible. Who should I contact if I have any questions or concerns? Please contact your L&Q Planned Project Manager, whose name and contact details will be on your works confirmation letter. 16 L&Q Planned Maintenance Works Property Standards

17 Roofing standard If you have been told that you are to receive roofing works, the contractor will arrange to visit your home, assess what works you require and discuss these with you. They will tell you when the works will start and how long they will last for. When the works have finished they will be inspected by L&Q s Planned Project Manager to ensure that they have been completed to a high standard. Can I refuse to have the works completed? No. These works are necessary for health and safety reasons and cannot be refused. What is the roofing specification? It is difficult to state a single specification for roofing work, as there are a number of roofing materials and many types of roof design. When we carry out any roofing work, we will take account of the following: Do I have to remain in my home while the works are taking place? This is your choice. If you do not want to stay in your home while the contractor is there, you must provide them with a key when they start work. The contractor will then keep the key, storing it in their safe overnight. The key will be returned to you when the works have been completed. How will the works affect me? We may need to access your loft for inspection, so please ensure that we can get to your loft hatch (you do not need to provide a ladder). If you have home contents insurance, please let your insurance company know that scaffolding will be used, because if you need to make a claim while the scaffolding is up, you may not be covered. Who should I contact if I have any questions or concerns? Please contact your L&Q Planned Project Manager, whose name and contact details will be on your works confirmation letter. Where possible we will improve the thermal efficiency of the roof structure. Materials selected will have a long life cycle. Replacement of gutters and rain water pipes. Replacement flashings. Repairs to parapets and chimneys. L&Q Planned Maintenance Works Property Standards 17

18 Decorations standard If you have been told that you are to receive decoration works, the contractor will arrange to visit your home to discuss what works you require with you. They will tell you when the works will start and how long they will last for. When the works have finished they will be inspected by L&Q s Planned Project Manager to ensure that they have been completed to a high standard. Can I refuse to have these works completed? No. These works are necessary to maintain the building to a good standard and cannot be refused. What is the decoration specification? External and communal decorations We are responsible for the external decoration of your property and the communal areas. External redecoration is usually undertaken every six years. What is the external decoration specification? The external decoration specification includes: Gloss finish to doors and woodwork (choice of six colours for doors). Masonry paint finish to stonework and render. Gloss finish to rainwater goods. Communal area finish depends on location. Do I have to remain in my home whilst the works take place? This is your choice. If you do not want to stay in your home while the contractor is there, you must provide them with a key when they start work. The contractor will then keep the key, storing it in their safe overnight. The key will be returned to you when the works have been completed. How will the works affect me? In order to prepare for the works to your home (and where applicable) please make sure that climbing plants are removed so our contractors can paint the walls. We also ask that you clear the area around the outside of your property so our contractors can access the walls with their ladders. Can I paint my own property? If you wish to decorate the outside of your home yourself, please make sure you check with us first. You can do this by contacting your Neighbourhood office. Who should I contact if I have any questions or concerns? Please contact your L&Q Planned Project Manager, whose name and contact details will be on your works confirmation letter. 18 L&Q Planned Maintenance Works Property Standards

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20 How to contact us L&Q Direct Cray House, 3 Maidstone Road Sidcup, Kent, DA14 5HU Tel: Tel: (local rate) Calls may be recorded for training and quality purposes. l&[email protected] One Kings Hall Mews I Lewisham I London SE13 5JQ Tel: I Fax: L&Q is an exempt charity L&Q Design Studio LQ0216