Contractors' conduct

Tiler working in a kitchen Contractors working on our behalf are expected to work in a polite and courteous manner to a standard acceptable to us and our tenants.

If you have asked for a appointment for a repair, then contractors should contact you at least 24 hours in advance to arrange a convenient time to call. Visits should be made at reasonable times except in emergencies.

If the tenant has specified a morning appointment, this is between 8am and 12pm. Afternoon visit should call between 12pm and 4.30pm.

Contractors should give adequate notice to the tenants before commencing major works. Unless specified, a minimum of 3 working days notice is required - preferably in writing.

Appointments should not be missed. They generate a high number of complaints and inconvenience the tenant. It can be particularly annoying if someone has taken time off work.

If a broken arrangement is unavoidable, please make sure that early contact is made to apologise to the tenant, explain the reason for failing to undertake the work and make a new arrangements to call.

Visiting

Park legally and leave access to tenant’s and neighbouring homes. Ask the tenant beforehand if access needs to be blocked with vehicles.

Be aware many tenants are elderly or disabled and may take some time to answer the door. Please ring the bell or knock clearly and allow plenty of time for it to be answered. If there is no answer you should complete and leave a calling card.

Ask permission to enter a tenant’s property or garden. Do not enter if an adult isn’t present. Contractors must carry and show ID at all times. Don’t forget to wipe feet before entering.

If the tenant isn’t in, small outside jobs with easy access can be carried out. Once completed, put a note through the door to say the work has been done. Scheme Manager's should be notified on arrival if the work is to communal areas of sheltered schemes.

Access maybe needed to another property to carry out work. Permission must be obtained from the residents of that property first.

Conduct

Tenants are entitled to the same consideration and treatment as any private customer. While the invoice is to us, the tenant pays for the work via their rent.

Contractors should be polite and courteous at all times. General appearance should be clean and presentable.

Any remarks or innuendos made on the basis of race, gender, disability, age, religious belief or sexual orientation will not be tolerated.

This will result in the person being removed from site immediately and the company will be contacted directly by us.

Contractors should avoid smoking in properties, being rude, using bad language or causing arguments with the tenant. Don’t create excessive noise or use radios.

Ask permission before using toilets, hand-washing, phone or electricity supply.

Furniture and floor coverings should be protected by clean dust sheets as necessary. Tenants should move large furniture if required. Contractors should assist elderly or disabled to do this.

Breakable and valuable items should be moved to a safe place. If an accidental breakage has occurred tell the tenant. Please don’t leave them to discover what’s happened afterwards.

If during the course of works the property is in an unsafe condition, ensure adequate warning is given. Pay particular attention to young children or disabled/elderly people live in the property. Safe access should be maintained at all times.

Materials and Equipment

Equipment and materials should not be left in dangerous or inconvenient positions. Agree with the tenant if likely to cause inconvenience. Ladders left overnight should be left securely by covering with a scaffold board and tied or chained together.

Contractors are expected to use their own tools and ensure they are safely stored whilst not being used.

It may not be possible to complete the work on the same day. If so, ensure the property is safe, secure and habitable. Tools and materials should not be left.

Additional parts might be required and not readily available. The tenant should be advised and given some indication of their arrival. It may be necessary to make new access arrangements for a later date.

Sometimes when on site the job is different than expected. It maybe more sensible to replace than repair certain items. Contracts often state how much can be done in this situation. If nothing is stated or you are unsure please contact Property Services.

Tenants may ask for additional works to be done whilst the contractor is at the property. Please use common sense when handling these requests.

Completed work

Before leaving the property the contractor should ensure the tenant is satisfied with the quality of work. Tidy up and remove all rubbish from site and ensure the property is secure.

Always reconnect any electricity, gas and water supplies and check they work before leaving.

The quality of work should always be high irrespective of the general state of the property.

Apprentices or trainees should not undertake work unless accompanied or supervised by an experienced or qualified operative.

Tenants' and Leaseholders' conduct

Although most of this information applies to contractors, they would ask that in return tenants and leaseholders should give similar courtesy and respect to anyone working in their home and to consider the following:

Ensure that dogs are locked away when trades-people are on the premises.
Trades-people should be given a clear, clean area in which to work.
Tenants and leaseholders should ask for ID, before allowing access.
Children should be kept at a safe distance especially if dangerous tools are being used.

Share this page:
Facebook
Twitter
StumbleUpon
Delicious
Reddit

Lewes District Council

Popular Tasks