Planned, cyclical and building works

Due to the Coronavirus (COVID-19) outbreak we have made changes to this service. 

You can view the latest information here 

From time to time, we will need to carry out major works to the building or estate containing your flat, maisonette or property. It is our responsibility to maintain the repair and condition of the buildings and we do this through a series of planned improvement works. As a home owner, you will be charged for major works. Your lease explains the full terms and conditions.

Planned works

‘Planned works’ are large-scale building projects that might involve:

• structural repairs, for example to roofs and concrete
• replacing faulty windows, doors, guttering and drainpipes
• making improvements such as installing new door entry systems or landscaping shared gardens.

Cyclical works

‘Cyclical work’ involves routine maintenance tasks such as:

• painting and decorating the outside of your home
• repairing, repainting and maintaining doors, windows and brickwork
• repairing entrance gates, party walls, paving, shared stairs and drains
• repainting shared areas of the building
• cleaning or replacing the flooring in shared areas.

Keeping you informed

We try to consult you as much as possible when developing plans for works at your building. We will aim to keep you informed at every stage.

We will let you know at least two weeks before scaffolding is due to go up and the work is due to start. We always try to keep to the schedule for the works, but if there are delays we will let you know as soon as we can.

The works may take between four and eight weeks to complete, depending on the type of work involved and the size of the building.

When the outside of your building or inside shared areas are being redecorated, the decorators will invite residents to choose the colours that will be used. However, if the building is listed or located in a conservation area, we can only repaint using the same colours.

What will happen when work is scheduled for your building

Consultation

When we are planning works at your building, we will send you two consultation notices to give you information about the work.

1. The Notice of Intention will describe the proposed works and explain why they are needed. You will have 30 days to let us know your views on the proposed works.

2. Following the 30 day consultation period, you will receive the Notice of Estimates, which will tell you the estimated total cost of the proposed works and the amount each homeowner is likely to pay. It will also include a summary of the comments received from the homeowners, along with our responses. You will have a further 30 days to let us know your views on the cost estimates.

Section 20 consultations

We are required by law to consult you if your share of the cost of the works is £250 or more. We will also consult you on long term contracts for goods or services which will lead to a payment of more than £100 a year.

These are called section 20 consultations. When we receive estimates for the work, we will write to you again giving full details of the proposed work, the total cost and your contribution towards this.

We will ask you for any comments or observations you may have regarding the proposed works and give you a deadline for comments. You will be given at least 30 days to reply. We will consider any comments or observations received before deciding whether the work should go ahead. However, we will not be able to take account of comments or observations that you have about your own ability to pay your contribution. If you feel that the scope of the works are wrong then you must let us know.

Our decision to go ahead will be based on the need for the work and the benefits that will result to the building or estate as a whole. You will be informed of the decision in writing. If the work is to proceed you will also be given an estimated start date and the contact telephone number for the Technical Officer overseeing the contract.

Once the work is completed and the final costs known, we will write to you again confirming the total costs and your contribution towards them.

Before the work starts

We will contact you to confirm exactly when the works will start. You will need to remove plant pots, washing lines and any other items that may prevent access to the building, shared areas, balconies and areas near the building. You may also need to arrange for satellite TV dishes to be temporarily removed. If you live on the lowest floor of the building, our contractors may need to access your home while they are putting scaffolding up.

You should let your household insurance company know that scaffolding is being put up.

During the works

Our contractor will carry out regular inspections during the course of the works. If windows are being painted, you will be asked to open the windows in your home. All shared areas should be clear of items.

When the works are nearing completion, we will ask for your feedback to check that you are happy with the results. We will also send you a resident satisfaction form after the work is finished, with a pre-paid envelope for you to send it back to us.

Payment options

We will send you an invoice for the works, which must be paid within 28 days of receiving the bill. You can choose to pay by interest-free instalments over one or two years, depending on the sum involved. If you know you will have difficulties in paying for the works, please contact our income team for advice.

Urgent works

If urgent works are needed and delay could cause danger or damage to residents or property, we will inform you of the need to do the work and give you an estimated start date.

Reporting a problem with work

If you have concerns about the quality of work in progress, please contact us as soon as possible. If you wait until you receive the bill for the work, it may be too late to get the contractors back to correct any faults. The consultation notices we send you before the work starts will tell you which of our officers is dealing with the contract and therefore who to contact.