Decent Homes 

Can I change my mind once I have chosen options for the kitchen and bathroom?

We will make enquiries to see if you can change your choices but generally the answer will be no. This is why it is important to come to the choice events when they are advertised.

Can I have the number for my Local Investment Team?

Your local Investment Team will be your first contact for any issues you may have with investment work. 

You can contact your local team by phoning the following number:

• If you live in the North or East of the city: 0114 293 0000
• If you line in the South, West or in the Central areas please call: 0114 205 3333

Before work starts on your home, you will be given contact details for your local investment team and also for the contractor who is working in your local area.

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Can I keep my own kitchen units?

If you had our permission to install the units and they meet the Decent Homes standard then yes you can keep them.  If you wish you could still have the kitchen walls, ceilings and the woodwork painted as part of the improvement work.  This will be discussed with you when the property is surveyed.

Can I refuse to have the work done?

Only in exceptional circumstances will any property be removed from the programme altogether.  It may be possible to delay work to a particular property and re-schedule for a more suitable time.

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What should I do if I have any complaints or queries during the work?

The contractor’s Customer Liaison Advisors will be on site to deal with any issues that arise and you can call them at any time.  If they are not able to resolve the issue, or if you wish to contact Sheffield Homes directly, the best ways to contact us are:

• If you live in the North or East of the city call us on: 0114 293 0000
• If you live in the South, West or Central areas please call: 0114 205 3333

You can also email us at: enquiries@sheffieldhomes.org.uk or visit any of our area offices.

You can also complete the "Complaints, Praise and Suggestions" leaflet and post it back to us. We will acknowledge your feedback and then provide a full response within 21 days.

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Does anyone check the quality of the work?

Yes, the quality of the work will be monitored by the contractor on a daily basis and on handover of the property the site manager will carry out a full inspection. 

Sheffield Homes will also carry out a percentage check of all properties at handover stage.  If you have any concerns about the quality of any work please raise this with the contractor’s Customer Liaison Advisor sometimes called the contractors CLA.

How do I guard against bogus callers during the Decent Homes work?

All Sheffield Homes’ staff, surveyors and contractors working on the Decent Homes programme carry identification cards at all times.

It is important that you always ask to see identification before you let anyone into your home.  If you have any doubts about a caller’s identity do not let them in.  If after checking a caller’s ID card you are still not satisfied they are who they say they are, please contact the contractor’s Customer Liaison Advisor or your local Investment Team who will confirm the caller’s identity.

You can contact Sheffield Homes on the following phone numbers:

• If you live in the North or East of the city, please call: 0114 293 0000
• If you live in the South, West or in the Central area, please call: 0114 205 3333

You should always be alert to protect yourself against bogus callers.  If you are suspicious about any caller’s identity, you should call the police immediately.

If you wish to set up a security password of your choice, I can do this for you now.  I will then pass this information on to any staff that will be visiting or working on your home. You should then ask all callers to give you your password before you let anyone in.

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How long will the work take?

We estimate that the work will take approximately 7 weeks, however each property is unique and we cannot guarantee that it will not take a little longer.

The work may be done in stages with short gaps between different types of work.  The contractor’s Customer Liaison Advisor will explain the planned timescales at your induction visit and will keep you informed throughout.

I already have some new windows; will the ones fitted under the Decent Homes Programme match these?

We cannot guarantee that the new windows will match your existing ones. The design of all windows for the Decent Homes Programme has already been agreed by Sheffield Homes.  If any of your existing windows meet the Decent Homes standard they will not be changed.  This will be brought to your attention at the time of survey.

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If the contractors make a mess of my garden, will they put it back to how it was?

Yes, the contractors will make every effort to put your garden back to how it was.  We suggest if you are concerned about this then it may be a good idea to take a couple of photographs of your garden before the work starts.

I would like a driveway but have been told that I cannot; is there anyone I can contact?

All questions about environmental work, walls, railings, hard standings etc should be discussed with our Housing Renewal Team. You can contact our Private Sector Housing Renewal Team on 0114 273 5926.

We only have one toilet in the house. What will we use when the contractors take the old toilet out to replace it?

You will not be left for long without toilet facilities; your old toilet will be taken out and the new one will be installed the same day.  If you have any medical conditions please discuss this with the contractors customer liaison advisor who will arrange for you to be provided with a portable toilet whilst the work is being carried out.

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What is my contractor's Customer Liaison Advisor's telephone number?

• Connaught::  0124 657 3910
• Henry Boot PLC::  0124 641 7522
• Keepmoat::  0114 285 7180
• Kier:  0114 293 9596
• Lovell:  0114 252 5270
• Mears:  0114 242 9800
• Wates Living Space:  0114 244 9182

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Why do the contractors only work halfway down a road and then move on to another road?

All the work is set out in a programme that has been agreed by each Local Board in consultation with tenant representatives.

Will I have a choice about how my bathroom will look?

Yes, all properties will have a new white suite fitted, this will take into account where your current pipe work is and you will also have the option of having a shower fitted over your bath.  You will be invited to attend a consultation event where you will be able to choose from a range of wall tiles, taps, floor covering, the colour of the bath panel and toilet seat for your new bathroom.

Will I have a choice about how my kitchen will look?

Yes, when your home is surveyed, a designer will help you with the new layout of your kitchen.  They will take into account what electrical appliances you have and make best use of the space available.  You will also be invited to attend a consultation event where you will be able to choose from a range of kitchen units, worktops, wall tiles, taps and floor covering.

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Will I need to move out during the work?

Usually no.  In exceptional circumstances you may be able to move out during the work.  Such cases will only be considered if it would be detrimental to you or a member of your family’s health to remain in the property. 

If you live in one of the sheltered accommodation schemes, you may have to move out for a short time but it does depend on the type of property you live in.  If you live in one of the bedsits, you will have to move into another property within the scheme.  If you live in one of the other types of properties, it may not be necessary to move out but it will depend on your circumstances and the design of your home.

A member of staff from your Investment Team will discuss this with you right from the start.

If you have any questions about this you can call the East Investment Team, who are looking after the Decent Homes Investment work at the sheltered accommodation schemes, on 0114 293 0000

If you have specific concerns please bring these to the attention of staff at the consultation event.

Will I receive a grant to redecorate the property?

The kitchen and bathroom will both be painted as part of the Decent Homes work.  If there is any damage to your decorations in other rooms, where Decent Homes work has been done, you should make a request for a discretionary payment.  A home visit will then be arranged and each case will be assessed individually.

You should put your request in writing and send this to your local area office or investment team.

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Will the contractors clear up their mess as they go along?

All the contractor’s mess should be cleared away on a daily basis.  If you are having a problem with mess in or around your home you should contact your Customer Liaison Adviser on the number in your pack.

You can also contact your local investment team by calling the following numbers:

• If you live in the North or East of the city, please call: 0114 293 0000
• If you live in the South, West or Central areas of the city, please call: 0114 205 3333

 Alternatively, you can email us at: Enquiries@sheffieldhomes.org.uk

Will you be knocking through the kitchen wall?

There will only be a very few properties where we will be forced to knock through the kitchen wall.  This will only be done when we are unable to meet the Decent Homes Standard by keeping your existing kitchen.  This will be discussed with you when the property is surveyed.

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Will you be moving the downstairs toilet upstairs?

No, due to building regulations if your property has an existing downstairs toilet this cannot be removed.  If you do have a separate toilet downstairs then an additional toilet would be fitted upstairs in the bathroom.

When will the work start in my area?

We are currently planning future phases of Decent Homes work which will be rolled out until 2013/14.

Find out more in our Decent Homes pages.

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