Having work done on your home...

This information tells you about the service you can expect to receive when Helena Partnerships carries out repairs or improvement work to your home. Our aim is to give you the best possible standards of work and excellent customer care.

Here you’ll find details of these standards as well as information on how we involve you - the customer - in the planning of major improvements. It sets out how we try to give you a choice where possible when fitting items such as new kitchens or bathrooms. There’s also advice on how our appointments system works and what you should expect in terms of behaviour, appearance and standards from our contractors. We’ll also explain how you can help us when we need to carry out work on your home, and what to do if you are not satisfied with the service you have received.

How are customers involved in the planning of improvements?

Helena’s approach is to involve you as much as possible in the planning of improvement work to your home. We’ll give you a choice where we can and will consult with you and keep you informed throughout the process.

For major projects a Scheme Liaison Officer will visit you in your home to explain what work will be done and how it will be carried out.

We will write to you before we start work explaining what we plan to do, when the work will start and how long it will take. We’ll give you a contact at Helena to speak to if you have any queries and will tell you who is responsible for making sure the work is carried out properly. We will also tell you the names of any contractors and what to do if you are not happy with anything.

We will also carry out community wide consultation where appropriate, organising public meetings and using the excellent relationships we have with our tenants’ and residents’ groups. Consultants and contractors will come to any meetings to explain what’s happening and answer your questions.

If you need help to set up a tenants’ or residents’ group – or a one-off focus group - we can provide this and we’ll invite a representative from your group to attend regular meetings with ourselves and the contractor while the work is being carried out. This means we can keep you up to date with what’s happening and listen to any problems or complaints you might have.

Information will also be provided through tenants’ newsletters and there will also be opportunities to visit show houses or exhibitions and to view plans.

What can I expect before you begin work?

Appointments

We always aim to offer you an appointment time which is convenient to you. However, sometimes, especially when the repair is an emergency, this might not be possible. We aim to write to you at least three days before to offer you a time – although again in an emergency this won’t be possible. We will try to tell you if there are any changes to the timetable of work we have agreed.

Unless other arrangements are made in writing, work will be carried out between 8am and 6pm. Emergency repairs may be carried out outside these hours.

Identity

Some work is carried out by our in-house Propertycare team while some is done by outside contractors. All Helena staff wear identity badges so you will know who they are when they visit your home. Where we use contractors they will do the same.

Preparation

Before we start work we will take care to ensure your property and possessions are protected from dust and paint. We’ll store all tools and materials safely. And any scaffolding will be erected carefully to avoid inconvenience and will be removed as soon as possible after work has finished.

What standards can I expect from Helena staff or your contractors?

Above all you can expect contractors who will treat you with respect and courtesy. They will be appropriately dressed, in overalls or a uniform, will use appropriate language and will keep noise and disturbance to a minimum.

They will always ask if they need to use something in your home – the toilet for example – and will not smoke in your property.

When carrying out repairs or improvements you can expect contractors to work as quickly and efficiently as possible. They will use their own equipment, clear all rubbish, dust and debris caused by their work and will repair any damage as necessary.

You can also expect contractors to comply with all health and safety regulations and policies plus our own code of conduct.

When they have finished they will give you full instructions on how to use any new installations – for example fires or heating systems.

You can expect your home to be left in a safe, secure and clean condition.

And we will tell you if we need to come back to do anything else.

What happens if anything is damaged or lost because of the work?

Helena takes responsibility for any damage or loss we cause. Let us know straight away if anything is damaged or lost as a result of work we are carrying out. Your first port of call is One Call – 01744 637383.

How can I help you?

There are several ways you can help us to provide you with a better service.

Please allow Helena staff and contractors into your home so they can carry out repairs or improvement work. Stick to any appointments we agree with you and allow immediate access in an emergency. In the case of electrical or other health and safety requirements you are legally obliged to allow us access to your property. Failure to comply could result in legal action.

If you have any problems or complaints, please tell us straight away.

Come along to meetings and visit our showhouses, displays and exhibitions. We value your input and look forward to hearing your views.

Please treat us and our contractors with courtesy and respect at all times, and do not use inappropriate or offensive language.

Your co-operation during repair and improvement works is much appreciated.

What if I am not happy with the service I have received?

Initially you should get in touch with the Helena contact you were given when we told you we were coming to do some work. If they are still not able to resolve your issue please either write to us or contact One Call on 01744 637383. You can write to us at:

• Helena Partnerships
  3rd Floor Court Building
  Alexandra Park
  Prescot Road
  St Helens
  Merseyside
  WA10 3TT

We will also ask you to give us your comments and feedback once the work has finished - either through a survey or through your local tenants’ and residents’ association. We welcome your views.

Click here to go to the top of this page>