Work is taking place at my home

Each day, you'll get a list of our tasks, so you know what's going on. When we're done, we'll check everything carefully to make sure it meets your standards and you're happy with the results.

We'll do our best to keep things quiet and tidy, but you might notice some noise and dust.

Moving things out of the way

Drilling can cause vibrations, so please move furniture and personal items out of the work areas to stop them from being accidentally damaged. It's a good idea to cover or move furniture and turn glass doors or cabinets around to protect against dust.

Children and pets

To keep everyone safe, children should stay away from where we're working and always be supervised. If any child under 16 isn't accompanied, we won't be able to continue work.

Pets also need to stay clear of the work area. If your pets are lively, nervous around new people, or aggressive, let us know beforehand so we can adjust as needed.

Smoking

Please don't smoke while we're working in your home, since it's considered, by law, as our workplace during that time. Not smoking helps us work without delays or interruptions.

Telephone wires

If we accidentally damage any phone wires, tell us right away so we can fix them quickly. Waiting to report could make repairs more difficult.

Satellite dishes, CCTV, and alarms

Depending on the job, we may need to take down satellite dishes, security cameras, or alarms attached to your house. If we do, we will put everything back when we're finished.

If alarms have to be disconnected and can't be replaced temporarily, you might need to let your insurance company know.

If possible, we can move these things temporarily, so you still have access. Report any issues with them as soon as possible so we can help promptly.

How long it takes depends on your project. The contractor can tell you about how much time it will need. You can also find more information on this page.

Our contractor will let you know when they need to come into your home on a day-to-day basis. They might not need to enter every day. Only let people in if they have an ID badge—ask to see it if you’re unsure. If you have any worries, contact your Customer Liaison Officer.

Out of hours emergencies

We will make sure work areas are safe and everything works each day, but sometimes you may need help after hours.

Examples of emergencies include:

• Water or gas leaking inside
• Smelling gas
• No heating, hot water, or electricity
• Broken locks on outside doors
• Trouble closing new windows

If you have an emergency after 5pm on weekdays, or at weekends or bank holidays, call the contractor's emergency number. If that doesn't work, call us any time on 0330 303 3000.