Code of conduct for contractors
We are committed to providing a high-quality service, working with our contractors.
It is important that our customers know the code of conduct our contractors must follow, and the standards we expect from them.
Our contractors will do the following:
- Arrange a specific date and time to visit your home.
- Carry out work between 8am and 5pm on Monday to Friday and between 9am and 12pm on Saturday.
- Keep appointments or, if they cannot keep an appointment, they will tell you 24 hours beforehand and arrange a new appointment with you. (If you are not told at least 24 hours beforehand that our contractors cannot keep an appointment, our compensation policy will apply.)
- Contact the manager of your housing scheme (if you live in one of our Care & Support schemes) when they arrive, unless you ask them not to.
- Wear ID badges and give you the opportunity to look at these badges properly before they enter your home.
- Give you their name.
- Be polite and treat you and your household with respect.
When working in your home, our contractors will do the following:
- Respect your needs, your home and your possessions.
- Park sensibly so that they do not inconvenience you or your neighbours.
- Ask your permission to move any of your possessions that are likely to be damaged. They may ask you to sign a form giving them permission to move your possessions. If you live in one of our Care & Support schemes they will work with the Scheme Manager where appropriate.
- Use dust sheets to protect your furniture and floor coverings.
- Work in a safe way.
- Store all materials safely while the work is going on.
- Make sure any scaffolding that needs to be used is secure, and remove ladders at night or when they are not being used. They will tell you about any dangers and tell you how to keep safe while the work is being carried out.
- Clear away any dust or rubbish caused by the work at the end of each day.
- Make sure your home is secure at all times. If windows and doors need to be left open, they will warn you about this.
- Be considerate and polite to you and your neighbours.
- Not leave their own valuables unattended when they are in your home.
Contractors working in your home will not do the following:
- Use radios, CD, MP3 or cassette players without your permission while they are working in your home.
- Smoke inside your home.
- Eat food inside your home.
- Drink alcohol during working hours.
- Remove any of your possessions without your permission.
- Use your phone.
- Use your bathroom without your permission.
- Use bad language, behave in an offensive way, or make sexist or racist comments.
- Enter your home when the only person at home is a child under the age of 16. (If an adult is not present, the contractor will leave your home and contact you to make another appointment. In a Care & Support Scheme they will make this appointment with the Scheme Manager if appropriate).
You must do the following:
- Keep appointments and let our contractors into your home.
- Phone our contractors if you cannot keep an appointment. (If you are in a Care & Support scheme and you cannot keep an appointment, let your Scheme Manager know.)
- Check the ID of any contractor entering your home and let us know immediately if you have any concerns.
- Provide services such as electricity.
- Be ready for the work to be carried out in your home.
- Move valuables and small appliances that would be in the way of the work.
- Be considerate towards our contractors.
- Understand that although we will always do our best, there will be some disruption and things may not always go to plan.