Frequently Asked Questions:

  • I am out at work all day. How am I supposed to let the Contractors in to do the works?

Once you receive your 28 day notice, if you need to discuss access with your Resident Liason Officer who will explain to you the key holding service and will arrange for collection of your house keys. If you feel more at ease leaving your keys with a neighbour, friend or family member then please inform your Resident Liaison Officer of this.

  • Will someone help me pack my things away?

If you require assistance in packing items, the Contractor may be able to help with this. Please contact your Resident Liaison Officer to discuss this. A packing service isn’t offered to everyone. 
 

  • How much is my decoration grant?

This depends on the number and type of rooms disturbed. Decoration allowances are:
 
Living Room:                            £50.00
Hall/Stairs/Landing:                 £50.00
Bedrooms:                               £40.00 each

The decoration grant is calculated once the property is signed off as complete at the formal inspection.  This is then forwarded to Chorley Community Housing and a cheque is usually issued by post within 2 weeks.

  • Will I be left without my facilities?

You will be left at the end of each working day with heating, hot water, and cooking facilities. If you have any problems in the evening or at the weekends you will be able to ring the Contractors ACTIONLINE (0800 731 0326).
 

  • I requested a certain bath or shower due to disability, will I receive this and how do I go about it?

If you request an adaptation at the Pre-Entry Survey, the team will contact the Tenancy Support Team at CCH to obtain an Occupational Therapist’s report to ensure that your needs are met.  Once this is received you will go on a waiting list for this element of work and the work will be carried out separately to the main improvement work.
 

  • I am not happy about the work, who can I complain to?

Initially all complaints should be dealt with by Bullock Construction Limited as there are many things that can be put right quickly and simply.  Chorley Community Housing will take a note of your complaint and contact Bullock for you, or you can contact Bullock via your Resident Liaison Officer or at the Partnership Office on 01257 244 720.
 
If you are not satisfied with the outcome of the complaint, CCH will investigate this and respond within parameters of standard complaints procedure.
 

  • What will happen if any of my possessions become damaged?

Photographs will be taken of the areas that the Contractor will be working in, prior to the work starting and they will be used should a dispute arise regarding responsibility for damage.  Surveys will be taken of white goods in kitchens prior to the start of the works agreed with you.
 
If you do find that damage has occurred please contact the Resident Liaison Officer to discuss, and confirm the damage in writing to Bullock within 7 days.
 

  • How do I get a refund for damaged property during the improvement work?

If you find that your possessions are damaged during the improvement works then you must notify your resident liaison officer within 7 days. We do prefer that you notify us immediately so that we can resolve the matter as quickly as possible. A thorough investigation will be carried out and photographs taken prior to the improvement works will be assessed. If we deem the damage to be legitimate then we aim to come to a resolution as quickly as possible.

  • How long will the works take in total to complete?

The works to each property will take approximately 5 weeks, depending on what elements of work you are having.  You will receive a mini programme showing on what days the work will be carried out on,  you may not have work taking place to your property every day. For a Residents General Guide to the Works click here.
 

  • What décor eg. fireplace and wallpaper is going to be put in the property?

Residents have a choice of four options of blown vinyl wallpaper to kitchens and a choice of fire surround.  Options are offered at the Pre-Entry Survey and you have a 5 days ‘cooling off’ period after the survey to contact Bullock if you change your mind. 
  

  • What happens if I have my holidays booked while work is due to take place?

Please inform your Resident Liaison Officer once you  have your 28 day notice – works will not take place while you are on holiday so this will need to be discussed as soon as possible.
 

  • Who is responsible for the moving of furniture and lifting the carpets?

You will be expected to remove the contents of your kitchen and bathroom and loft spaces to enable the Contractor to strip out the existing kitchen and carry out the electrical works.  You will also be asked to remove blinds and curtains to prevent them getting caught and dirty/ dusty. If you are having heating or electrical works you will be asked to move furniture out of the area if possible.  If you are unable to do this then the Contractor can provide assistance. Carpets will also be lifted by the Contractor unless you prefer to do this yourself.

Pack away as much as possible as this will prevent your items becoming dusty and damaged. If you have old bedsheets then these are prefect for using over furniture and beds. We also find that the plastic sheets you can purchase from Wilkinsons or B and Q are excellent at protecting from dust. These are fairly cheap to buy - £1.50 for a pack of 3.
 

  • Will the artex be removed from my kitchen and bathroom?

Yes, unless you ask for it to be retained and it is in good condition. Usually walls are skimmed to give a smooth flat finish.  Where there is extensive re-plastering works scheduled the artex will be removed from kitchens and bathrooms.
 

  • I have laminate flooring, what will happen to this?

You will be responsible for removing this and replacing it to enable the works to be carried out.  You will need to do this before works start or this may cause a delay. The contractors will not remove this on your behalf and will not offer any compensation for any laminate flooring that is removed.
 

  • I need more boxes to pack my things away, how do I get them?

Your Resident Liaison Officer will usually deliver 4 boxes to each property, if you feel you need extra then just contact your Resident Liaison Officer who will deliver them to you, there is no problem with residents having more boxes.

  • What will be the Contractors working times?

Working hours will be:
Monday to Thursday: 08:00 – 16:30
Friday – 08:00 to 15:30

If work needs to take place outside of these hours you will be notified.
 

  • Will I be left without a toilet overnight?

No, works to your bathroom will  commence at 8am – the plumber will ensure that all your sanitaryware is plumbed in by the end of the working day.  You will be without a shower for approximately 14 days while the plastering and tiling is carried out.  If you need additional support please contact the Tenancy Support Team who can advise where facilities can be used in your area on 01257 414900.
 

  • Will I get an electrical allowance?

Each property will be given a £3 electrical allowance as a good will gesture for any electricity they have used. This will be distributed once all works are complete when the Resident Liaison Officer collects your Satisfaction Questionnaire.
 

  • What happens if I have extra kitchen appliances?

All your existing white goods which are fitted, plumbed in and in good working order at the time of the pre-entry survey in the kitchen will be re-fitted at the end of the works.  If you purchase additional goods during the course of the improvement works it is your own responsibility to ensure that there is adequate space for the product as the kitchen will be fitted around the layout designed at pre-entry stage.
 

  • I have changed my mind on my kitchen design and colour choices, can I change them?

Once your pre-entry survey is carried out, where you chose the colours and agree kitchen design,  there is a 5 day cooling off period.  If you change your mind about any of the options you can only do this within the 5 day period and you must contact Bullocks office on 01257 244720 to make the changes.  Once this time has elapsed changes cannot be made.
 

If you have any questions that have not been answered here please email either Leanne Atkinson at atkinsonl@bullock.co.uk or Caroline Yeo at yeoc@bullock.co.uk