Customer Satisfaction

Birmingham City Council
Home Improvement Programme

94.5%

Wolverhampton Homes
Decent Homes Programme

94%

Sandwell Homes
Decent Homes Programme

92%

Wyre Forest
Decent Homes Programme

98%

Customer Satisfaction

Customer Care for Tenants

Thomas Vale Construction believes that any successful Housing Regeneration Project is as a result of encouraging and implementing full tenant consultation and involvement in the refurbishment process.

To this end we have a dedicated team of Tenant Liaison Officers across our business who are extensively trained in this field of work and being able to deal with people whilst fairly invasive works are being carried out in their homes. The teams provide continual support from pre-start through to property handover helping tenants to feel respected and involved during the life of the works.

We actively encourage open consultation and look to engage with all local tenant groups/forums in the local communities in which we work.

 

What can a Tenant Liaison Officer do for me?
 
The role of the Tenant Liaison Officer is to provide you with day to day support either verbally or by daily visits whilst the programme of refurbishment works are being carried out in your home.
1
 Provide you with a Tenant Information Pack which details the proposed plan of works, who you can contact, when & how including a DVD highlighting what you can expect from the improvements
2
 Discuss all elements of the works with you before the project starts
3
 Assist you in the removal and storage of personal effects if you require it
4
 Answer any concerns or queries you may have
5
 Act as the link between yourselves and the site teams and subcontractors
6
 Guide and support you through the Refurbishment process and any Tenant Choices
7
 Ensure that all operatives treat your home with respect at all times
8
 Advise you of Community Days/Weekly Surgeries and any Respite Facilities should you need them
9
 Be your contact for any complaints you may have
10
 Attend any Local Tenant Associations and/ or Forum Groups
 

How does all this work and what communication will I have?
 
Will ensure that you are made to feel comfortable in your home while the works are on going and we will make sure that you are kept fully up to date on any change of circumstances.
1
 Before any works start, you will receive an invite to an Open Day/Evening where you can come along and meet the proposed Site team who have been selected to carry out the Refurbishment Works in your home
2
 Your Tenant Liaison Officer will then contact you again to make arrangements to carry out a pre-start visit (28 days before the proposed works) if you are having a new kitchen and bathroom, the relevant teams may also be present at this time but your Tenant Liaison Officer will ensure you are informed of this before it happens, this visit is a vital opportunity to understand your expectations and to build a profile around your lifestyle so that we can tailor the programme around your working arrangements, holidays, appointments, disabilities, language needs etc
3
 At this visit your Tenant Liaison Officer will then discuss with you what has been planned for your property and ensure that you are happy with the arrangements, you will then be left with an Information Pack which details contact numbers and names of whom you can contact and when, you will also have a copy of the planned works
4
 7 days before the works are due to commence, your Tenant Liaison Officer will contact you to offer any assistance you may require in the packing and/or storing of any personal effects, they will also check that you are prepared for the works to start and that all your queries have been answered
5
 The day before the works commence, your Tenant Liaison Officer will contact you again just as a courtesy to ensure you are ready for Day 1 of the refurbishment process
6
 Once works start, your Tenant Liaison Officer will be on hand to guide you through and will check your property at the end of each working day to ensure it is left in a clean and tidy manner
7
 At any time should you need to contact your Tenant Liaison Officer, you can use the freephone number that is provided in your Information Pack
8
 At all times Respite facilities will be available should you need them and your Tenant Liaison Officer will make arrangements for you on request
9
 Your Tenant Liaison Officer will also ensure that all the main utilities like gas, electric and water are connected whilst the works are ongoing to ensure you have normal facilities