What you can expect from us
To receive a major works service where we:
- deliver high-quality major works that enhance our residents’ safety, sustainability, and quality of life, covering the following works:
- roof, window, and door replacements
- kitchen and bathroom replacements
- structural repairs and reinforcements
- fire safety improvements
- lift replacements and repairs
- estate-wide heating system upgrades
- external and communal area refurbishments
- sustainability and energy efficiency upgrades
- make sure that all major works are:
- planned transparently, with residents receiving clear and timely information on their scope, completion timelines and impact
- delivered efficiently and with minimal disruption
- communicated clearly, with dedicated contacts available to answer queries and provide updates
- completed to a high-quality, with contractors meeting industry standards and works inspected upon completion
- provide you with advance notice of the delivery of major works (at least 3 months before works start), including:
- statutory Section 20 consultation with leaseholders’ as appropriate
- clear details of what is planned
- check if you have any particular needs or vulnerabilities we need to consider before undertaking works, so we and our contractors can make appropriate adjustments
- host consultation meetings before major works begin to gather feedback
- provide residents a named point of contact from LB Ealing and the contractor delivering the works prior to the commencement of works
- provide regular updates via letters, emails, our website and Housing News
- make sure a final inspection and feedback process after works are completed
- encourage you to tell us what you think of our major works service by asking you to complete a survey once works are complete
We will know when we are getting it right by:
- improving the proportion of residents who report they are satisfied that:
- their home is well maintained
- their home is safe
- delivering high quality major works to agreed timescales, ensuring safety is maintained and all relevant standards are adhered to
- making sure 90% of residents are satisfied with their major works
- making sure our contractors who are undertaking major works in your home regularly attend our Residents Asset Management Panel (RAMPS) to enable residents to hold them to account
- learning from what you tell us about our major works service by using your feedback from surveys, complaints and compliments to improve this
- working with you to help us design improvements to our services you have told us you want to see