Service standard - replacement kitchens. Our promise to you.

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1 Service standard - replacement kitchens Our promise to you

2 What is a service standard? Work is about to start on your home and so this booklet lets you know what to expect both in the extent and quality of work. Your service standard for replacement kitchens We want to make sure that you have a good quality kitchen. That is why we are carrying out the replacement of your existing kitchen units. We have worked closely with customers to make sure that what we do matches your own high standards. The details of what we will do and how we will do it are set out in this service standard. We promise to: refurbish your kitchen to a high quality standard, use only reputable contractors and skilled staff, keep disruption to a minimum, complete work as quickly as possible, 2 let you know what is going on at regular intervals, put problems right quickly, and consult you whenever possible. What work is included? We will use professional kitchen layout designers to design your new kitchen. We will remove all existing kitchen units and replace with new as on the agreed layout. You can choose from six colours for the kitchen units and 11 colour choices for the floor covering. You can choose white or cream wall tiles plus up to 10% contrast colour if you would like. You also have a choice of 12 wall colours. Who will do the work? A contractor employed by Soha. The company who has won the contract is responsible for all aspects of the work including measuring up the kitchen for the new layout. We take great care to make sure that

3 the contractor can achieve the quality standards you expect and we only ever deal with reputable contractors. The letter enclosed with this leaflet tells you the name of the company who will be carrying out the work together with contact names and telephone numbers. The contractor will have a tenant liaison officer who will be your first point of contact once the works start. The tenant liaison officer is responsible for every stage of the work and for keeping you informed as the work progresses. You should also make sure that anyone working on your home is who they say they are. If you have not seen them before ask to see their identity card. Who supervises the contractor? A Soha Housing surveyor is responsible for overseeing the works. The attached letter tells you the name and telephone number of the surveyor. Please get in touch with them if you have any queries or complaints. What happens first? The enclosed letter tells you when the work in your area will begin and when it is due to be completed. Your replacement kitchen will be installed at some time during these dates. How long will it take to replace my kitchen? The work generally takes no longer than two weeks. The contractor will try to fit in with your plans and will give you advance warning of when the work will be done. What about disturbance and disruption? We re sorry that some disturbance and disruption will be unavoidable. We will keep this to a minimum and the workers will treat you and your home with respect. They will clear up any mess they make at the end of each day and all necessary finishing off will be carried out as part of the works. They have been asked not play radios that may annoy you. As part of our health and 3

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5 safety policy, all contractors will carry out their work in a safe and careful manner. Please help the contractor by keeping the area of work clear and tidy and trying to keep children away from it. What if there are delays? If delays occur, the contractor will tell you what the problem is and when the work will start again. What happens when the work is finished? The contractor will inspect the works once they are complete. As you can imagine, a large number of kitchens need replacing every year. Because of the number of homes that would mean inspecting, Soha will carry out inspections on a proportion of completed works. We may not visit your home but can do if there is anything you are not happy with. If we find items that need attention the contractor will put these right as soon as possible. We will not pay the contractor until our surveyor is satisfied that all the work is finished. How long will my replacement kitchen last? Modern kitchen units are designed to last around 20 years. Soha has worked hard over the last few years to improve the standard of workmanship, using the most durable, high performance products available. We are always researching different products and manufacturers to ensure that we install the best. How will I know that Soha is achieving what it has promised? We will check the work and we will ask you. While the work is going on, our surveyor will be checking a number of homes in your area. When the job is finished we will send you a short Customer Satisfaction Form asking for your comments. Please send the form back to us at FREEPOST SOHA HOUSING. 5

6 How much does it cost? There is no extra charge for installing a new kitchen in your home your normal rent covers this cost. We choose contractors who offer a competitive price for high quality kitchens and we work hard to make sure they offer value for money. What if there is a problem? Tell the contractor straight away. Talk to the person doing the work or ring the Contracts Manager whose number is in the letter attached. They will sort out any problem as soon as possible. If they fail to sort out the problem, or you would prefer to talk direct to Soha, contact the surveyor who is looking after the work. Please report all other repairs concerning your home to our customer services team online, by or by telephone. Unhappy with the contractors response? If you are unhappy with any aspect of the service or the quality of the work, please contact the Planned Maintenance department and we will try to resolve your problem. If you are still unhappy, we have a complaints process which we will be happy to take you through. You can make a complaint on our website, by , in writing, in person or over the phone. 6

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8 Soha Housing Royal Scot House 99 Station Road Didcot Oxfordshire OX11 7NN Soha Housing is registered with the Homes & Communities Agency (No. L4130) and is a charitable registered society under the Co-operative and Community Benefit Societies Act 2014 (No R).