Improvement Programme

Improvements to your home

The Improvements Team, (Asset and Partnering), are responsible for all of the major improvements that are carried out on Herefordshire Housing properties.

In addition to the completion of the major improvements, we also carry out stock condition surveys and asbestos surveys. This helps to guarantee that we have up-to-date information about our properties and ensures we carry out any improvements that are necessary.

To manage the work that we do, we have produced a detailed Asset Management Strategy. This document sets out how we decide which homes have improvements carried out and what type of improvements to ensure that the properties meet local and national standards.

We currently have around 5,400 homes and approximately 2040 garages that we help to maintain. To do this we use a number of Building Contractors to complete the work. These are:

In-House Improvement Team. The In-House Improvement team, complete approximately 17% of the improvement programme works. This includes installing kitchens and bathrooms, completing electrical rewires, fitting new external doors and installing new central heating systems.

External Contractors. External Contractors are used to complete the majority of the improvement programme works. Our External Contractors complete internal improvements fitting new kitchens, bathrooms, heating systems and carrying out electrical rewires. They install insulation to improve the energy efficiency of our properties and they complete external works such as, re-roofing, tarmacing of garage forecourts and paths. In addition we ask our External Contractors to adapt our properties installing grab rails, stair lifts, external ramps, etc. 

What works have we completed recently?

This financial year we plan to spend over 6.7 million pounds improving the properties. The works that will be completed will include the normal contracts to install kitchens, bathrooms and rewiring, new central heating systems and boiler only replacements, etc. However, it also includes works to install double glazed windows and re-roof properties failing the decent homes standard.

In addition, we have recently completed improvements to our sheltered schemes to ensure that the schemes comply with the Disability Discrimination Act. This will ensure that these buildings are easily accessed by anyone with a disability. The work completed has involved carrying out alterations to toilets to allow wheelchair access, installing wider doors and ramps to allow easy access, fitting anti scald mixer taps and hearing loops, etc.

Alterations to the toilets at Pentwyn Court Hereford. This involved knocking two toilets into one to allow for full wheelchair access.

Footpath alterations to Barklie Court Hereford. The rear access was poor and did not allow for wheelchair access. New tarmac paths have been laid with ramps to the rear doors.

Finally we have a development at Ewyas Harold called, Horsecroft, and this is built adjacent to the Dulas Brook. The bank of the brook over the past few years has become eroded by the water and was beginning to affect the gardens of those properties backing onto the brook. Working in partnership with the Environment Agency we have undertaken works to stabilise the bank using cages filled with stones. This work ensures that our homes are now protected and that the brook can flow unimpeded.

The brook was temporarily diverted which allowed us to install gabion baskets which we filled with stone.

The brook is now protected by a new stone bank.

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Helping you to live independently - Adapting homes

It is the responsibility of the Local Authority to adapt homes within the County of Herefordshire for disabled use. However, we have made a promise that we will undertake certain works upto a value of two thousand pounds when requested by our residents.

We have a comprehensive Aids and Adaptation policy. Wherever possible we will install disability Aids and carry out Disability Adaptations, such as grab rails, over the bath showers, stair lifts, etc. to enable tenants to live independently in their homes.

New ramp to allow wheelchair access at Highmore Street Hereford.

For more information please view a copy of our Aids and Adaptations Leaflet.

Did you know that last in the last financial year from 1 April 2007 to 31 March 2008 we spent over two hundred and sixty thousand pounds (£260,000.00) adapting properties. This financial year we are again on programme to spend over two hundred thousand pounds completing in excess of one thousand adaptations to our residents homes. 

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What is a decent home?

Because there were many different standards of rented properties throughout the Country, the Government decided to set down a minimum level of accommodation that tenants could expect from their landlords.
This is called the Decent Homes Standard and all social landlords have to achieve this minimum level of accommodation by 2010.

The standard states that: "A Decent Home is one which is wind and weather tight, warm and has modern facilities".

We are completing improvements, such as installing external doors and windows, re-roofing and fitting insulation, fitting new kitchens, etc. to meet this standard. As of the end of March 2008, 97.6% of our properties met this standard, and we are on target to ensure that all the properties meet the standard by the end of March 2009 ahead of the 2010 deadline set by the Government. If you would like to know more about the standard you can visit the Governments website, www.communities.gov.uk or you can view our Decent Homes leaflet.

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Affordable Warmth

We have a detailed Affordable Warmth Strategy which is designed to reduce fuel poverty by ensuring that our properties are both warm and comfortable to live in and cheap to heat. The definition of fuel poverty is where:
“The Household needs to spend more that 10% of its income on all fuel use and to heat the home to an adequate standard of warmth”

To help reduce fuel poverty we have carried out various improvement works. For example, where mains gas is available we have installed highly efficient gas condensing boilers and fitted thermostatic radiator valves, we have installed loft and cavity insulation to improve the level of insulation to homes all to help reduce heating costs.

We have also fitted external insulation to our pre-cast concrete homes which helps to improve both the insulation level but also protects the concrete from deterioration. 

Fitting the external insulation to the outside of properties in Highmore Street, Hereford.

In the future we are planning to trial modern “green” heating systems, such as, ground source heat pumps. A ground source heat pump is an electrically powered system that uses the natural energy stored in the earth to heat your home. They are cheaper to run and are much easier on the environment.

Contractors fitting underground pipes for ground source heat pumps. We visited Heart of England Housing Association to view their ground source heat pumps contract. We intend to trial a similar contract for our properties that are off the gas mains network.

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Health and Safety - Asbestos

We have a comprehensive Asbestos Data base that contains over two thousand asbestos inspections which have been carried out on our housing stock. This information is used to inform the contractors that complete improvement works on the properties ensuring that they and our residents are kept safe.
Following an inspection we notify residents of the results of the testing so that everyone is aware of the location of any asbestos products and the condition that they are in. If the asbestos products are damaged we will normally remove them, however, they can be encapsulated by painting which ensures that the asbestos is protected and stops the asbestos fibres breaking away.

You can view a copy of our Asbsetos Leaflet. 

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Our home improvement programme 2009-2010

The proposed improvement programme for 2009-2010 has now been agreed. However, all work is subject to a detailed survey and only work that is necessary will be completed.

All residents will receive a Home Improvements Booklet detailing which properties we intend to work on, together with the type of improvement planned for that property.

If you would like to see if your home is included in the improvement programme you can view a copy of the Home Improvements booklet.

When carrying out internal improvements we use our own in-house team who fit new kitchens and bathrooms to the void properties and external contractors to complete programme works to estates.

New kitchen fitted in Carr Lane, Hereford.

We have recently appointed Thomas Vale to carry out the programme works to those properties on the estates and they will commence their work in January. Thomas Vale are very experienced at carrying out this type of work and they are starting at Sherbourne Close, Hereford.

Pictured :Sarah Morgan (Customer Services Manager, Thomas Vale), Alison Williams (Resident Liaison Officer) discuss kitchen choices with a resident.

As part of continuously improving our services you told us that we should employ our own Resident Liaison Officer. We have listened to this request and we now have our own Resident Liaison Officer, Lesley King who will help us manage the improvement programme helping to ensure that the works to your home goes smoothly.

Pictured: Our Resident Liaison Officer, Lesley King.

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Cyclical External painting programme 2009-2010

We have a six year external painting programme where approximately nine hundred homes and over three hundred and forty garages are painted each year. The work also includes completing any repairs prior to the external painting taking place. The work is normally completed within the summer and autumn months following a tendering process in the spring. All residents are notified by letter at the beginning of the year of the proposed works and which contractor has been appointed to complete the painting.

You can view a copy of the 2009-2010 External painting programme at the back of our Home Improvements Booklet.

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Our products - Choices and Service Standards

The improvement work that we carry out involves replacing complete building elements, such as, replacing the kitchen, fitting a new central heating system, etc. To give value for money, we will try and link the various work elements together, so we often install a new kitchen and bathroom and complete the electrical re-wire at the same time.

We have a number of choices that we offer residents when completing various improvements. These choices have been chosen by our customers. The choices offered are to the kitchen, bathroom and external door improvements. Following a survey, if your home requires an improvement you will be shown the choices available to you.

We have a number of information leaflets which indicate the timescale for completing the works, what you can expect when we are working in your home, how we supervise and inspect the works, etc.

If you would like to know more about specific improvements please visit our leaflets section.

Did you know we have fitted over four hundred and twenty thousand wall tiles when installing our new kitchens? If these were laid end on end they would stretch from Hereford City to Cheltenham.

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How will we consult with you and how does the work proceed?

We or our appointed contractor will contact residents before we commence any improvement works to inform you of the proposed improvement. They will discuss with you the choices available and how the work will be carried out. Any queries you may have can be discussed at this time. Following this visit you will be notified of the date for starting the improvement.

Whilst the work is being completed we expect our contractors to manage the work and ensure that it is completed to both your expectations and ours. Our own Surveyors will also carry out inspections as the work proceeds and we have our own Resident Liaison Officer who will assist you in any queries that you have.

On completion of the improvement work our Surveyor will inspect the works with the contractor to ensure that the work matches the agreed standards. Residents will also be asked for their opinion by completing an Improvement questionnaire which we use to improve the service we give to you.

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Reporting a defect

The contractor will leave both day time and out of hour emergency telephone numbers with you while the owrk is being carried out. If you have any problems then it is those numbers that you will need to ring first. However, you may also contact us via our on-line form or calling (01432) 384057.

If you have a responsive repair that you wish to report that is not to do with the improvement works, you will need to contact our Repairs Customer Service Contact Centre on (01432) 384124 or via our online form.

Leaseholders

From time to time Herefordshire Housing will need to carry out major works to the block in which your property is situated. In accordance with your Lease you will have to contribute towards the costs of these works. For more information, please view Information Sheet 5: Major works and Improvements.

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Where you can find us
Head Office: Herefordshire Housing Ltd. Legion Way, Hereford, HR1 1LN. Tel. 01432 384000 Fax. 01432 384198	City Centre Office: One-Stop Shop 84-86 Widemarsh Street, Hereford, HR4 9HG. Tel. 01432 346070 Fax. 01432 346089	South Wye Office: Jubilee Court Community Facility Kilvert Road, Newton Farm, Hereford, HR2 7FE. Tel. 01432 346091 Fax. 01432 379260