Housing Hartlepool

When we carry out improvement works to your home you can expect Housing Hartlepool to ensure that:

• All of our stock will be surveyed to make sure that the improvements carried out to the property takes into consideration the needs of the residents as well as the needs of the property.
• All our customers will be treated with respect and in a fair and consistent manner.
• We will inform you when your home is inclued in an improvement scheme and keep you informed as the scheme develops.
• Before any works start we will, whenever possible, invite you to an open consultation meeting, where you can see examples of the types of works we will be undertaking and also meet members of the team.
• We will carry out individual consultations in your home and explain the scope of works to be carried out;
• You will be visited by a Development Assistant/Tenant Liaison Officer and the Site Manager seven days before work begins on your home.
• Provided that an assessment has been carried out by Social Services, we will try to include any disability adaptations you may need at the same time as the improvement works to your home.
• If you are unable to stay in your home wilst works are being carried out we will work with you to find suitable alternative, temporary accommodation or take you to a more comfortable environment on a daily basis.
• We will offer you as much choice as possible with the elements we are renewing in your home so that it will be to your taste.
• If you are physically unable to prepare your home for the works and you have nobody to do this for you we will arrange for somebody to help you.
• We will treat your home with respect.
• Our staff and contractors will always be courteous and polite whilst working in your home and they will never use inappropriate language.
• Our staff and contractors will always have identification with them.
• Our staff and contractors will not smoke in your home,
• All work will be carried out to a good standard and we will carry out regular checks to maintain high standards.  We will strike to keep disruption and dust to a mimimum.
• When works are being carried out there will be regular visits by staff.
• At the end of each day your property will be left in a tidy condition and you will not be left overnight without heat, electricity or water. 
• When the improvement work has been completed we will carry out a satisfaction survey.  We will analyse the replies and use any suggestions to improve our services in the future.