In order to help us decide what type of works we need to complete to your homes, we conduct a stock condition survey every five years, to check that they are in good condition. This survey is undertaken by a specialist surveying company – the last survey was completed in August 2013 by Savills.
We complete a sample survey of your homes to provide us with information and guidance on what type of works are required over the next 30 years.
The results, along with the information gathered by our own technical officers when they complete a survey of your home, and your general feedback, are then used to develop our improvement programmes, which may consist of internal and external works. The main focus for our current programme is external works.
In order to develop property-specific programmes, we look at all outside elements of your property – i.e. roofing, fascia, soffits, bargeboards, wall finishes, windows/glazing, doors, etc. – on an estate-by-estate basis.
We then decide which elements need to be replaced. This information helps us form our programme of works for each estate. This process may result in you and your neighbour having different types of work completed in some cases, as work is looked at on a property-by-property basis.
The majority of our planned improvement works are delivered by Ring Stones, our in-house maintenance company. They will undertake the surveys to help identify any works that are required, and will also complete any agreed works to your home.
We will write to you if they have been asked to survey your home. All Ring Stones staff carry an I.D. card – you should not allow them into your home without checking their I.D. first.
Before the work
Before we start work, and wherever appropriate (depending on the type of works to be completed), an open day will be held in your area for you to meet Calico and Ring Stones staff, and to view samples of the materials which will be used on your home. It will also give you the opportunity to raise any concerns or queries you may have.
Once the work that is to be carried out at your home has been confirmed, a dedicated customer liaison officer will visit you to confirm when the work will commence.
They will also explain:
- Any access requirements/arrangements to allow the works to be completed
- The effect the improvements will have on your home, both during and after works have been completed
- The impact on the estate whilst Ring Stones are on site, such as car parking and any site compound requirements.
They will also check if you have any specific requirements with regards to the works taking place, i.e. avoiding working/calling at certain times, particular access requirements, etc.
They will explain what the work will involve, how long it will take, and what they need you to do before works can take place.
You will be issued with an induction booklet containing full contact details of all the site team and further information on the programme.
A site manager and customer liaison officer will be on site throughout the works to make sure that any problems are dealt with quickly.
The customer liaison officer will visit you regularly whilst they are working on your home to make sure everything is ok. You will also be provided with their contact numbers in case you need to speak to them before their next visit.
The customer liaison officer will also take a note of your details so they can contact you if you are out when they call, or in case of an emergency.
If you have any problems or complaints with the standard of work, or with Ring Stones staff, please make sure you contact them or Calico (01282 686300) immediately.
Completion of work
On completion of the works at your home, we will inspect the improvement(s) to confirm that the work has been done to a satisfactory standard. You will be asked to sign a handover form to confirm that you are happy with the finished work.
The form will also detail any outstanding work that still needs to be completed by Ring Stones. Once all the work has been completed, the customer liaison officer will ask you to complete a short satisfaction survey. This feedback is important as it helps us to ensure you are happy with the works that we have completed, and highlight any areas where we need to improve our service.