bvt_propertycare_brochure

Planning for your Planned Maintenance

Explaining how you and your home will be affected

by planned maintenance.

Planned Maintenance

AND YOUR...

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HOME 4

KITCHEN 6

BATHROOM 10

ELECTRICAL REWIRING 14

INTERNAL DECORATING 18

EXTERNAL DECORATING 20

REPLACEMENT WINDOWS 22

REMEDIAL ROOFING WORK 24

CENTRAL HEATING 26

GAS SERVICING 28

SATISFACTION 30

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BVT PLANNED MAINTENANCE AND YOUR...

Home

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Did you know, every year, members of Bournville Village Trust’s maintenance team meet with a specialised panel of tenants?

They meet together to …• Review the selection of fixtures, fittings and

colours customers will choose from• Ensure there is adequate and appropriate

provision of information regarding works• Establish which are the most suitable

contractors to work in your home• Have input into the policies of the

maintenance department

In short, their joint responsibility is to ensure that the major decisions affecting maintenance work are made with you, our customer, in mind!

Modernisation ProgrammeOnce our annual budgets are confirmed Bournville Village Trust’s maintenance department can then identify which properties will be included in the forthcoming year’s modernisation programme.

As Bournville Village Trust has already carried out a condition survey of all of our properties, the maintenance team are able to determine which properties are most in need of modernisation work.

This is made possible by sophisticated software, which compares the age and condition of all aspects of your home, with all of the other homes on our database.

This method of compiling lists of properties to be updated ensures total fairness at all times … and enables us, in any given year, to improve the highest priority homes.

‘Better Living’ ExhibitionIf your home is to undergo improvement works in the forthcoming year, you will be invited to Bournville Village Trust’s “Better Living” Planned Maintenance Exhibition.

Held at a local venue, the exhibition presents the perfect opportunity for you to see first hand, samples of the fixtures and fittings that will be used to modernise your home.

You will also be able to meet the members of staff responsible for the works to be undertaken, ask any questions you may have and get a feel for the many options available… to ensure you make the best decisions for your home.

It may even be possible for you to book start dates for some of the works!

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Kitchen

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If you receive a letter informing you that your kitchen is included in the forthcoming year’s modernisation programme, it will confirm a date for our surveyor to assess the work required.

During this visit, our surveyor will draw up a design of your new kitchen and, as long as it satisfies some basic health and safety criteria, will endeavour to lay out your new kitchen to suit your requirements.

Our surveyor will offer all the assistance you need to make the right decisions regarding colours and decorative finishes.

They will also explain what to expect when the work on your kitchen begins … and ensure you have someone you can contact, should you have any questions in the meantime.

Pre-Start VisitAn appointment will be made for our electrical supervisor to make a pre-start visit, to establish exactly what electrical works need to be completed, prior to your kitchen’s refurbishment.

Whilst our electricians are carrying out the work on your kitchen, they will take the opportunity to update your home’s entire electrical installation.

This is to try to ensure that overall disruption is kept to a minimum. The amount of work required will depend on the age and condition of the electrics in your home, but our electrical supervisor will clearly explain the extent and implications of all the work they are planning at this point.

Essential WorkMore often than not, we are able to satisfy existing regulations by upgrading current wiring keeping disruption to a minimum. But if complete rewiring is unavoidable, we will need to undertake all works necessary to keep your home up-to-date with current regulations.

If you are informed that complete rewiring is required, please see the electrical rewiring section of this booklet.

Please understand it is essential for us to carry out wiring work in your home regularly, to ensure that your electrics are safe to use now and for the foreseeable future.

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Starting WorkOur contractors will be happy to work in your home whether you are there or not. If you are happy to provide them with a key, you will be free to come and go as you please; even go off on holiday, safe in the knowledge your home will remain secure.

All we ask is that, prior to our works beginning, your cupboards are emptied and your kitchen cleared of all belongings.

Don’t worry if you are unable to move heavy furniture, we will be able to do that for you!

Stripping OutThe contractors will begin by completely stripping out your kitchen; including all units, worktops, sink, taps tiles and floor finishes.

Our electricians will then begin the task of channelling the walls to allow cables to be set into them.

This will enable them to supply power to the socket positions to suit your new kitchen plan … Including low-level sockets for your appliances connected to fused switch spurs situated above worktop level.

As this can be quite a noisy and dusty process, we recommend you open windows to allow the dust out.

Once our electrician has completed this ‘first fix’, carpentry and plumbing work will begin.

Ready AssembledTo minimise fitting time, all of your new kitchen units will arrive ready assembled.

As they are quite bulky, in order to make the fitting process as quick and simple as possible, we may ask if you are able to store the units while the work progresses.

Our aim by the end of week one is to have your old kitchen out and your new kitchen in place.

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Should complications arise, or more structural or demolition work be required, it may take a little longer.

But you can rest assured that the contractor will always keep you advised of progress.

Once your new kitchen is installed the worst of the disruption will be over and you will be able to start getting back to normal!

Professionally DecoratedNext, your kitchen will be professionally decorated; including the walls, ceiling and all of the woodwork.

Finally a flooring specialist will call to see you with samples of our available floor finishes … if required they can assist you in selecting flooring which best complements the finish of your new kitchen.

Don’t worry; you will not have to decide on any floor finish until you have seen your newly fitted kitchen!

Once the work is complete, our project surveyor will offer to meet you to carry out a final inspection and agree any follow-up work that may be required.

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Bathroom

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If you receive a letter informing you that your bathroom is included in our forthcoming year’s modernisation programme, it will confirm a date for our surveyor to assess what work is required.

During the visit, our surveyor will outline the options available to you, explain what to expect when work on your bathroom begins … and make sure you have someone you can contact, should you have any questions in the meantime.

An appointment for our electrical supervisor to visit and establish exactly what electrical works will need to be completed prior to the main works going ahead.

At this pre-start visit, our electrical supervisor will also clearly explain the extent and implications of all of the work they recommend.

If you are informed that complete rewiring is required, please see the electrical rewiring section of this booklet.

Minimum DisruptionPlease understand it is essential for us to carry out wiring work in your home periodically, to ensure that your electrics are safe to use now and in the foreseeable future.

Home or AwayOur contractors will be happy to work in your home whether you are there or not. If you are happy to provide them with a key, you will be free to come and go as you please; even go off on holiday, safe in the knowledge your home will remain secure.

All we ask is that, prior to works beginning, you clear your bathroom of all personal belongings.

We will begin work by completely stripping out the entire bathroom; including the bath – or shower tray – sink, taps tiles, and floor finish

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‘First Fix’Our electricians will then begin the task of channelling the walls to allow cables to be set into them.

As this can be quite a noisy and dusty process, we recommend you open all windows to allow the dust out.

Once our electricians have completed this ‘first fix’, then plumbing works will begin.

Our aim is that by the end of the first week, your old bathroom should be out and your new one in place.

Although your bathing facilities may be limited for a short period, we will never leave you over night without access to running water or toilet facilities.

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Flooring SpecialistNext, your bathroom will be professionally decorated; including the walls, ceiling and all of the woodwork.

Finally a flooring specialist will call with samples of our available floor finishes … and if required to assist you in selecting flooring which best complements your new bathroom.

Don’t worry, you will not have to decide on any floor finish until you have seen your newly fitted bathroom!

Once the work is completed, our project surveyor will offer to meet you to carry out a final inspection and agree any follow-ups that may be required.


Electrical Rewiring

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OPTION 1

OPTION 2

Electrical upgrading is carried out regularly by BVT. We do this to comply with current regulations, which are in place to ensure that the wiring in your home is as safe and up to date as possible.

Depending on the age of the electrics in your home, this could entail only a small amount of work. Alternatively, if the electrics in your home haven’t been updated for considerable time, then a complete rewire may be required.

Following initial notification that your home is due for electrical upgrading, you will receive a letter giving you details of the contractor who is to carry out the work, along with their contact number. This enables you to immediately arrange a start date if you so wish Alternatively, you can wait for our contractor to contact you to arrange a start date.

Pre-Start SurveyThe contractor will arrange to undertake a pre-start survey. The purpose of this visit is to:

• Establish the amount of work required to meet the regulations

• check if you have any special requirements• if any advance preparation work is required• what furniture needs to be moved• to answer any questions you may have • agree the positions of sockets and switches


• The electrical contractor will also give some indication of the length of time the electrical upgrading will take to complete.

Depending on the size of the property and how much work is required, it can take up to a week. During the pre-start survey, the contractor will also discuss how you want any new cables to be installed in your home. There are two options open to you - cables can either be ‘chased in’ or ‘surface mounted’.

Option 1‘Chased in’ cables are channelled into walls and plastered over. Though the neatest option in terms of finish, the removal of some plaster is bound to cause damage to your decoration and create dust.

Option 2‘Surface mounted’ cables are fed into plastic mini trunking, which is screwed to the wall. As minimal damage is caused, this is the option to choose if you do not wish to redecorate in any newly cabled areas.

But when you do decide to redecorate, and wish to eliminate this trunking … simply contact our maintenance team who will be happy to arrange for any surface mounted wiring to be sunk into the walls, as in option one!

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You can choose to have all of the wiring installed in the same way, or select the type of installation on a room by room basis depending on how soon you intend to decorate in these areas.

The option you choose will make no difference to the performance of your new electrical system … it is merely personal preference as to the finished look of your electrical rewiring work!

Please bear in mind though, that BVT does not carry out any decorating work or pay compensation to cover the cost of any redecoration that may be required as a result of its electrical rewiring work. This is why we ensure that there are two options available.

Start UpstairsDepending on how much work is required, the electricians usually start upstairs and work their way down.

Where possible, to minimise disruption, they will pull new cables through existing channels,

If the lighting circuits needs to be rewired, our electricians will lay all of cabling for your first floor bedrooms, bathroom and landing in your loft space. Then they will lift specific floorboards in each of your first floor rooms, to lay the cables for the first floor sockets and the ground floor lighting.

If you have a suspended timber ground floor then it is possible that the cables supplying the sockets will be run under the floorboards.

For your safety, all floorboards and carpets will be relayed at the end of each working day.

Double SocketsIf you have laminate flooring in areas where our electricians need under-floor access, you will be required to remove the flooring in advance of the rewiring work.

The contractor will let you know during the pre-start survey if any laminate in your home will need to be disturbed. Please note that Bournville Village Trust will not accept responsibility for the replacement or reinstatement of any laminate flooring.

The number of double sockets we aim to fit is as follows:

• four in the living room, four in the kitchen;• three in the dining room;• 3 double sockets in the main bedroom, two

in every other bedroom;• one in the hall and one on the landing.

The electricians will also install an electrical point for your cooker - even if you have a gas appliance. This allows you to choose your preferred fuel for cooking now and in the future.

Smoke alarms will also be installed in your home usually; one in the hall and the other on the upstairs landing. Though connected to mains electricity, these alarms have a rechargeable battery back-up. They will also be inter-linked so if, for example, there is a fire downstairs, the upstairs alarm will also sound.

Should your home have an existing external light fitted, our electrician will be granted permission to rewire the circuit to it. Bournville Village Trust will NOT, however supply an external light for you, or maintain such a fixture.

Extractor FansWhere it is possible the electricians install extractor fans in your kitchen and bathroom as part of the electrical rewiring.

Such fans are designed to remove the moisture from the air that is generated when cooking or using the bath or shower.

If this moisture is not extracted, then condensation forms, creating ideal conditions for mould growth.

Consumer UnitThe final item our electricians will install is your new fuse board - or ‘consumer unit’.

This has what is known as a ‘circuit breaker’. If an appliance becomes faulty, this may cause the circuit breaker to activate cutting the supply of electricity.

As your new electrics are more sensitive to faulty electrical items being plugged in, you may experience “nuisance tripping” caused by faulty appliances that appeared to work perfectly before. Should this occur, a flick of a switch is all it takes to restores power, but before you can reset the circuit breaker, you must identify and unplug the faulty appliance!

Our electrician will show you how to do this once rewiring is complete. During electrical rewiring, though there may be periods during the day when your electricity will not be available but we will always ensure that you will never be left without electricity over-night.

Special ArrangementsIf you have any special requirements, for example you have a dialysis machine, then please inform the electrical supervisor during your pre-start survey and we will make special arrangements for an electricity supply to be maintained at all times.

Please be aware, as part of the electrical rewiring of your home, we DO NOT install …

• A light in your loft space• Hard-wired doorbells• Bathroom shaving points, OR• Electric showers• External power supplies

Electric ShowerIf you have an electric shower we WILL rewire the circuit to it, providing that its power consumption is no more than a maximum 8.5kW.

Also, we DO NOT rewire or connect garden ponds.

Our electricians cover the areas they are working in with dustsheets … and use their own vacuum cleaner to clear up at the end of each working day.

Dust in the air, however, takes time to settle, so even though they have vacuumed you may still find dust later. Electrical rewiring is carried out for your safety and your co-operation is greatly appreciated. Once the work is finished, our surveyor will offer to carry out a final inspection and agree any follow-ups that may be required.

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Internal Decorating

If you receive a letter informing you that your home is included in our forthcoming year’s internal decoration programme, it will confirm details of the contractor who will carry out the works. This contractor will contact you to arrange visit you.

During this visit, the contractor will ask which rooms you would like decorated … or not, as the case may be, the choice is entirely yours!

Emulsioned or Re-PaperedShould you decide to proceed with redecoration, the contractor will offer you the choice of having your room, or rooms, simply emulsioned, or completely re-papered.

You will also be shown a book of wallpaper samples and a colour chart … from which to choose a wallpaper print and any paint colours.

If you do not find wallpaper that you like in our sample book, we will reimburse you a maximum of £5 per roll, to choose and purchase wallpaper yourself.

Convenient Start DateOnce this survey has been completed, the contractor will arrange a mutually convenient start date.

Whilst our contractor will make every effort to protect your carpets in the area to be decorated, we would ask you to remove in advance of the decorating work, any personal belongings or furniture which could sustain damage.


On completion of the work, the contractor will clean and tidy the site and make good any areas that have been affected by our decorating work.

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External Paintwork

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If you receive a letter informing you that your home is included in our forthcoming year’s external repainting programme, it will confirm a date for your pre-paint survey.

During the visit, our contract surveyor will assess what repairs are required to your property prior to external repainting.

These could be anything from minor door or window frame repairs to complete door, window or glass replacement where necessary.

Property RepairsThe surveyor will also explain what to expect when work on your home commences … and ensure you have someone you can contact, should you have any questions in the meantime.

Once the survey has been completed, the contractor who is to carry out the work will write to advise you when any initial property repairs will be carried out. Enclosed will be a time-scale for all work for you to keep for future reference.

PaintingOnce the repairs have been completed, the contractor will contact you to arrange a mutually convenient time to begin the external painting of your home.

Choice of ColourOn arrival, our painters will offer you a choice of colour for your doors – usually red, blue, green or magnolia – and all works will be undertaken in line with BVT’s external painting specification.

Whilst our contractor will make every effort to protect your possessions in the area to be painted, we would ask you to remove in advance of the repainting work any personal belongings or furniture which could sustain damage.

On completion of the work, the contractor will clean and tidy the site and make good any areas that have been affected by our decorating work.

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Replacement Windows

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If you receive a letter informing you that your home is included in our forthcoming year’s external repainting programme, it will confirm a date for your pre-paint survey.

If your home is to be included in the forthcoming year’s window replacement programme, you will receive a letter of notification, which includes an invitation to BVT’s Better Living Planned Maintenance Exhibition.

At the exhibition, you will be able to see a sample of the type of windows we will be fitting to your property.

You will then receive a letter detailing the name of the contractor who will carry out the work and confirming a date when they will carry out a survey of the work required.

Someone to ContactDuring the survey, the contractor will establish the size of the windows that will need to be manufactured for your property, explain what to expect when work on your home commences … and ensure you have someone you can contact, should you have any questions in the meantime.

Once the survey has been completed, the contractor who is to carry out the work will be in touch to arrange a mutually convenient start date.

Tidy and Make GoodThough our contractors make every effort to protect your furniture and carpets whilst work is carried out, we would ask you to remove in advance any personal items and valuables which could be damaged by the associated work.


Once the window replacement work is completed, our contractor will tidy the site and make good any area that has been affected by the work.

Our surveyor will then inspect the work to ensure it meets Bournville Village Trust’s standard specification and has been carried out to your satisfaction.

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Remedial Roofing Work

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If your home is included in our programme of properties due for roofing work in the forthcoming year, we will first write to you outlining the extent of work that needs to be carried out.

Our letter will explain what roofing work needs to be carried out on your property. If “remedial” roofing work is required this does NOT require your entire roof to be removed or replaced, but that scaffolding may need to be erected and some limited inconvenience should be expected.

The letter will also include the name of the contractor who is to carry out the work and, for your information and safekeeping, give details of the time-scale for the work.

Tidy and Make GoodWhilst our contractors make every effort to protect the exterior of your property and garden whilst work is carried out, we would ask you to remove in advance any personal items and valuables which could be damaged by the associated work.

While the work is being undertaken, our surveyor will visit your home to check that the work meets Bournville Village Trust’s standards and discuss any issues that you may wish to raise.

New Roof“Should it be essential to renew your roof, it may be necessary for your loft to be completely cleared. Our contractors will visit you in advance and give you any additional information you may require.”

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Central Heating

At the exhibition you will be able to discuss any concerns you may have regarding the work planned for your home, and see full size samples of the fittings to be used.

You will then be contacted by the central heating contractor who will arrange a mutually convenient time for them to survey your home to review your existing heating facilities.

Upgrade WorkAt this pre-start survey, the contractor will make an assessment of any replacement or upgrade work required and detail how long they anticipate this work will take.

It may be that only your boiler will need to be replaced and our contractor will be able to use existing radiators and pipe work helping to keep disruption to a minimum.

Due to the age of the majority of Bournville Village Trust properties, many of our homes have back boilers, old single panel radiators and undersized pipe work that will make the installation of a complete new central heating system necessary.

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If your home is included in our programme of properties due for central heating replacement or upgrade in the forthcoming year, we will first write to you inviting you to attend Bournville Village Trust’s Better Living Planned Maintenance Exhibition.

Being Highly efficient, our new boilers are much more economic to run – In fact they are what is known as “A” rated for energy efficiency.

Complete ControlAs they are “Double panelled convector” type, our new radiators may be smaller than the ones we remove... And where we remove a back boiler with a fire, you will be offered a choice of electric fire and surround for the main living room.

Any floorboards and carpets that have to be lifted during any work will be relayed. You should note, though, that Bournville Village Trust does not carry out any decorating work or pay compensation to cover the cost of any redecoration that may be required as a result of its central heating work.

If you have laminated wood flooring, we would ask that this is removed prior to any work beginning, as we do not accept any liability for damage to or reinstatement of such flooring. Whether your central heating system is being upgraded or replaced, each

radiator will be fitted with a “thermostatic radiator valve”, a new programmer/timer and a room thermostat.

These will give you complete control over your entire heating and hot water system. Where it comes down walls, all copper pipe work will be fitted as close as possible to room corners and hidden by plastic trunking. Unfortunately, unlike electrical wiring, pipe work cannot be sunk into the wall.

Seven to Ten Working DaysThe duration of each installation will vary according to the size of the property and the type of heating system installed. On average, you will need to allow seven to ten working days and please note that, you may be without running hot water for a couple of days and without central heating until the installation is complete.

Once our work is completed, our engineer will test your heating system, give you full instructions on how to use the system and that you are entirely satisfied with the work that has been carried out in your home.

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Gas Servicing

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As a landlord, Bournville Village Trust has a legal obligation to carry out an annual gas safety check of all its properties to ensure that all gas appliances and carcases are maintained in a safe condition.

This check is carried out by a Gas Safe registered engineer and, in advance of the due date, you will receive a letter from our contractor with an appointment for your gas service.

12-Month PeriodIt is extremely important that you keep this appointment to ensure that the service is completed within the 12-month period.

Re-arrangements and delayed appointments can result in the anniversary date of your service expiring.

The servicing of appliances usually takes no longer than a couple of hours.

On completion of the service, our engineer will issue, and give you a copy of, a Gas Safety Certificate, which you will be asked to sign.

A Visual CheckDuring the service, the appliances are checked and cleaned as necessary, airbricks are checked to ensure they are not blocked.

Please note that if you have a gas cooker, only a visual check is carried out.

Please be aware that should our engineers fail to gain access to your home, we will have no alternative but to seek legal advice and take subsequent action to gain access.

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Satisfaction

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When it comes to home improvements, Bournville Village Trust will endeavour to offer you a range of options from which to choose.

Should you wish to supply any alternative fittings or decorative finishes at your own expense, then this may be possible. Please feel free to discuss any special requests with the project surveyor who will be happy to advise. Please note though, that any non standard items or fittings cannot be maintained by BVT – these will be your own responsibility.

If your home is not yet due for refurbishment, but you would like to commission the work yourself, there may be BVT grants available. Please feel free to contact the maintenance department who will be happy to advise.

Your FeedbackWhatever work we undertake in your home … your satisfaction is extremely important to us, and we want to hear your views.

Every year you will receive an Annual Satisfaction Survey that will give you the opportunity to provide feedback on any, or all, of the services you have used in the last 12 months, including any planned work that has been carried out in your home.

Please take a few moments to fill in the survey, as your feedback is invaluable to us in helping to continually improve the service we provide to you, our customers.

You could even win a prize if your name is pulled out of the hat!

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Your Annual Satisfaction Survey

Tenant Edition Q3 2011

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Welcome to the new BVT Annual Satisfaction Survey! For a number of years now, we have been sending out lots of

different surveys to all of our residents asking you about nearly all

of the services we provide to you. From these surveys we have

received a significant amount of invaluable feedback that has

changed the way we deliver our services for the better. But you

also told us that we were over-surveying with some of you receiving

up to eight or nine surveys a year! As a result we have taken the decision to overhaul the way we are

surveying our residents. By the end of the year every single

resident will have received this survey and been given the

opportunity to provide feedback on any, or all, of the services you

have used in the last twelve months. Please do complete our survey – even if you are satisfied with the

service we provide you. All completed surveys will be entered into a prize draw and all of

your answers will be treated in the strictest confidence and will only

be used to monitor the services we provide you. If you have any questions or concerns about this survey please do

not hesitate to contact a member of the Business Improvement Unit

at BVT on 0121 415 6525.

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1. Have you had contact with BVT in the last 12 months? Tick ONE box only

Yes Go to Question 2

No Go to Question 6

Can’t remember Go to Question 6

2. What did you last have contact about? Tick ONE box only Repairs

Rent/housing benefit Transfer/exchange Neighbours/neighbourhood issues Garden/communal areas Other (write in) Can’t remember

3. When you last had contact with BVT, was getting hold of the right person…?

Tick ONE box only Easy Difficult Can’t remember

4. Were you satisfied or dissatisfied with the final outcome?

Tick ONE box only Very Satisfied

Fairly satisfied Fairly dissatisfied Very dissatisfied

5. Any other comments

Contacting Us

For all day-to-day repairs, and any questions about any of the planned maintenance

programmes described in this booklet please call

0300 333 6540

Bournville Village Trust Asset Management, 71A Willow Road,Bournville,Birmingham,B30 2AT.

Planning for your Planned MaintenanceAll of the contractors we send into your homes are required to carry personal ID at all times and keep you informed of progress during the course of the works.

bvt_propertycare_brochure

Documents

maintenance work

planned maintenance

need of modernisation

maintenance departmentin

new kitchen

planned maintenanceexplaining

planned maintenanceand

remedial roofing work