Planned maintenance

In 2022/23, we invested £14.5m in planned improvement works to our customer’s homes.

Improvement works included:

·       Installing 493 new kitchens
·       Installing 456 new bathrooms
·       Replacing 116 new roofs
·       Installing 293 new boiler/heating systems
·       Replacing windows/doors to 134 properties
·       Installing external wall insulation to 73 properties
·       Replacing door entry systems to 21 blocks

The average timescales to fully complete the different elements of our planned maintenance programme are normally:

Kitchens – 14 working days
Bathrooms – 8 working days
Roofs (including scaffold installation & removal) – 18 working days
Windows/doors – 3 working days
External wall/loft insulation (including scaffolding, ventilation and all additional associated works) – Up to 8 weeks in total.

Please note these are indicative timescales only and the actual timescales will depend on various factors unique to each home. These factors include:

The age, construction type and layout of the property
The condition and location of the existing utility supplies (electric and gas)
Additional unforeseen works (e.g. asbestos removal)
Excessive periods of inclement weather when carrying out external works.

Prior to works commencing
Each year the Planned Maintenance Team agree which properties will have works carried out in the new financial year.
An emh representative will contact you arrange a start date
approximately 30 days before start date.
They will arrange a face to face induction visit to discuss the process and answer any queries, this will happen approximately 7-10 days before start date.
During works
Emh representatives will visit the property to complete:

• Progress checks
• Quality checks
• Answer queries

We are also contactable via telephone and email.
Post works following completion
An emh representative will visit your property to complete a final quality check and sign the works off.
You will receive either an automated text message or a phone call to complete a customer satisfaction questionnaire.
All completed works are subject to a 12 month defect liability period. Any issues which occur during this time will be rectified by the contractor.