To begin with

HHT Involvement Officer informs customers whose properties have been identified as not requiring works that they are not included in the investment programme and details of why.

HHT Involvement informs customers having works to expect contact from the contractor partners’ electricians to investigate current installation.

Minimum 1 month prior to work beginning

Periodic electrical tests carried out by partner contractor.

HHT Involvement Officer visits programmed properties to introduce themselves and explain role of other parties involved in works e.g. contractor partner Resident Liaison Officer, Site Manager and HHT Quality Officer.  Customers are provided with the Investment Programme generic handbook.  

This visit gives an opportunity to identify and anticipate problems with access and arrange appropriate back up for elderly / disabled or other special needs groups. Explains the stages, who’s who and what is needed from the customer both before and during the works. Provides an opportunity to explain the timescales and level of disruption, give details of the decoration allowances and assess if additional support needed.   Customers are provided with the contacts name and numbers for the Involvement Officers.

The Customer Involvement Officers will also take the opportunity to check the accuracy of the customer profiling data.

Establishes role as ‘Customers' friend’ and facilitator.  Provides an opportunity to find out customers contact numbers and circumstances e.g. working, children, pets, etc. and advise of policies concerning these.
 
HHT Involvement liaises with contractor partner Resident Liaison Officer advise of any special needs/issues raises and feeds back response to customer.

Kitchen Designer visits properties to agree design and layout with customer to decent homes standard. 

Minimum 3 weeks prior

Contractor partner Resident Liaison Officer writes to arrange pre-entry visit giving date and time and contact numbers for customers to rearrange if inconvenient. Contractor partner Resident Liaison Officer liaises with HHT Involvement to discuss any issues raised.

Minimum 2 weeks prior

Contractor partner Resident Liaison Officer carries out pre-entry visit. Customers should informed at this time the full extent of work being done and given approximate time span for works and when they will commence (unless the visit is more than 6 weeks prior to works).

Contractor partner Resident Liaison Officer checks that customers have the generic handbook and all contact numbers.

First day of work

Contractor partner Resident Liaison Officer visits on first day and then daily when possible and in response to queries throughout period of works.

Whilst properties opened up

HT Quality Officer introduces him / herself to customer as works commence. Visits carried out every couple of days overseeing works in progress. HHT Quality Officer liaises / updates HHT Involvement.

HHT Involvement visits in first couple of days.  Phone call made to customer if no personal contact. Advises that will contact again after handover to discuss works and carry out decoration assessment.  F HHT Involvement checks that roles and contact numbers to hand.

Handover

HHT Quality Officer carries out handover with contractor partner Site Manager and advises HHT Involvement that handover has occurred within 2 days.

Within 1 week

HHT Involvement sends letter or makes phone contact re access for decoration assessment.

Within 2 weeks

HHT Involvement visits to assess for decoration allowance.
handover.