We promise

We promise to:

• Give you regular updates from start to finish and think about everyone affected by our work.
• Be available if you have any questions or worries.
• Set up appointments at times that are convenient for you, be on time, and let you know quickly if we need to change plans.

Before we start, we will:

• Talk with you about what the job involves, including design or colour choices.
• Show you samples so you can make decisions.
• Give you all the information you need, like contact numbers and emergency contacts.
• Keep you posted about when the improvement work will happen in your area.
• Make a record of how any part of your home looks that could be affected by our work.
• Check that you’re happy with our service and sort out any problems quickly.

During the project, all contractors and workers will:

• Show respect for residents, homes, and belongings.
• Be professional, polite, and respectful of all religions and cultures.
• Not tolerate bad behaviour or language like sexism, racism, homophobia, swearing or other improper conduct.
• Try to keep noise down.
• Park vehicles thoughtfully.
• Keep your home safe during our work.
• Not smoke anywhere on the site.
• Only use your toilet or electricity if you say it’s okay.
• Offer extra help for vulnerable residents and those with special needs.
• Carry photo ID at all times.
• Collect feedback when the job is done so we can improve.

To keep your home safe while work is taking place, we will:

• Always follow health and safety procedures and make sure you know how to keep yourself safe while work is taking place.
• Make sure our staff have the right skills and training to work safely in your home.
• Keep paths and entrances clean, clear, and safe.
• Store materials, tools, and equipment safely so children and pets can’t reach them.
• Place ladders on the ground away from busy areas or lock them overnight.
• Stop anyone from using scaffolding outside of working hours.
• Ask contractors to report any accidents, near misses, or acts of aggression or violence straight away.
• Always protect your privacy and only discuss things with you or someone you choose.

We commit to:

• Keep your home safe, clean, and tidy, always act professionally while the work is going on.
• Tidy up every day and clean thoroughly after work is finished, using our own cleaning supplies.
• Using floor coverings to protect work and access areas.
• Do our best to make sure you still have essentials like fresh water, electricity, and a working kitchen, toilet, or bathroom at the end of each day.
• Never leave equipment, materials or machinery at your home overnight without your permission. If we do, we will ensure that it is stored safely and securely.
• Keep skips safe and secure at all times.
• Make sure scaffolding is free from debris and taken away quickly once work is over.
• Recycle waste in line with proper guidelines.