Frequently Asked Questions (FAQs)
Decent Homes Standard
- When is the Decent Homes work due to start on my home?
- Who will be carrying out the work to my home?
- Who decides what work needs to be done to my home to bring it up to the Decent Homes Standard?
- Can I request additional work?
- How much notice will I be given before any work is done at my home?
- How long does the work take from start to finish?
- What hours do the contractors work during the day?
- Will the contractors be at my home every day during the modernisation period?
- What if I am at work all day?
- I work shifts, what will happen?
- Can I leave the contractors alone in my home?
- I am very elderly and I don't think I will be able to cope with the work?
- Will my rent go up?
- What if I have applied to buy my home?
- What happens if I am in arrears with my rent?
- My kitchen, bathroom, doors, etc are in a poor state and they need to be replaced now. What do I do if my home can't wait for the Decent Homes work?
- I am disabled and need a walk in shower, what do I do?
- I have a walk in shower; can this be taken out and replaced with a new bath when the Decent Homes work is done?
- I only want to have a new kitchen put in and don't want any other work done. Is this possible?
- Will I be consulted about the design of my new kitchen?
- Will my internal doors be replaced?
- Will you replace second toilets and downstairs bathrooms?
- The area I live in needs work done to improve the local environment e.g. better car parking and fencing. Will this work be done as part of the Decent Homes Programme?
- If I am unable to move my furniture will I be given help?
- Will my carpets and furniture be protected?
- What about my laminate flooring?
- What do I do about my pets?
- When is the Decent Homes work due to start on my home?
All homes have to be brought up to the Government's Decent Homes Standard by 2013. We currently have a programme of work that takes us up to this time. You can find out when Decent Homes work is due to be carried out to your home on our website. You can also ring Decent Homes on 0191 4268324. However, please note that the programme of work is reviewed annually and some changes may be made.
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- Who will be carrying out the work to my home?
The Decent Homes work will be done by either our own Property Service Team or one of our 3 other chosen contractors: FHM, Dunelm and Gentoo. You will get a letter several weeks before any work starts telling you the name of the contractor carrying out the work to your home.
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- Who decides what work needs to be done to my home to bring it up to the Decent Homes Standard?
When it is time for us to do Decent Homes work on your home we will come round to your home and complete a survey. This will tell us what needs to be done to bring your home up to the Government's Decent Homes Standard.
It may be decided after this survey that your home already meets the Decent Homes Standard. If this is the case we will be doing no work on your home.
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- Can I request additional work?
No - only the work needed to bring your home up to the Decent Homes standard will be carried out.
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- How much notice will I be given before any work is done at my home?
We try to make sure that we tell you at least 2 months before we start any work. You will get a letter telling you that your home has been included in the programme and what needs to be done before the work starts. You will also receive a letter 21 days, 14 days and 7 days before any work starts.
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- How long does the work take from start to finish?
If you are having both internal and external work done it could take approximately 3 - 4 weeks. Although please be aware that the contractors may not need to be in your home every day. They will let you know when they need access to your home and they will give you as much notice as possible.
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- What hours do the contractors work during the day?
The contractors work from 8.00am to 4.30pm Monday to Friday. They could need access to your home at any point during this time. You will get at least 7 days notice before work starts on the first day.
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- Will the contractors be at my home every day during the modernisation period?
No, the contractors will not need to be in your home every day. There will be days when no work can be done, such as when they are waiting for plasterwork to dry. The contractor should tell you at the end of the working day if they are coming back the following day, or the next time they will need access to your home.
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- What if I am at work all day?
If you have a family member, friend or neighbour who you could leave a key with we can arrange with you how we can gain access.
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- I work shifts, what will happen?
We appreciate that some people do work shifts, but if possible we would ask for you to spend time with family or friends while work is being done. While we are improving your home we will need access throughout the day to complete the work. If we are unable to access your home for any reason this will only increase the time it takes to complete the work. If it is not possible to stay with friends or family then please speak to your Tenant Liaison Officer and we can try to make alternative arrangements.
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- Can I leave the contractors alone in my home?
Yes, all our contractors are very trustworthy and reliable. You can go out during the day whilst the work is being done. If you have any concerns please speak to your Tenant Liaison Officer.
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- I am very elderly and I don't think I will be able to cope with the work?
We think that everyone should benefit from the Decent Homes Programme, no matter what your circumstances. When work at your home is due to start a Tenant Liaison Officer will come and visit you. They will explain what to expect while the work is being done and what needs to be done before work starts. If you need any help preparing your home or you want items put into storage, then this can be arranged through your Tenant Liaison Officer.
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- Will my rent go up?
There will be no rent increase due to the Decent Homes Programme.
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- What if I have applied to buy my home?
If you have submitted a Right to Buy Application (RTB) we will not be improving your home as part of the Decent Homes programme. However if you withdraw your application immediately, your home can then be added back onto the Decent Homes programme list.
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- What happens if I am in arrears with my rent?
If you are in rent arrears the work will still go ahead. However, if you are in arrears of over £500 you will not get a redecoration allowance once the work has been completed. Instead the value of the redecoration allowance will go towards paying off some, or all, of your rent arrears.
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- My kitchen, bathroom, doors, etc are in a poor state and they need to be replaced now. What do I do if my home can't wait for the Decent Homes work?
We can't give priority to anybody and we have to follow the programme. If your home is in a poor state then you need to contact your local housing office and tell them about this.
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- I am disabled and need a walk in shower, what do I do?
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Before any work starts a Surveyor and a Tenant Liaison Officer will come to your home. If the survey shows that you need a bathroom replacement as part of the Decent Homes Programme then please tell the Tenant Liaison Officer of your needs. They will arrange for an officer from the Adaptations
Team to carry out an assessment. If it is decided that a walk in shower needs to be fitted, then it will be installed as part of the Decent Homes work.
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- I have a walk in shower; can this be taken out and replaced with a new bath when the Decent Homes work is done?
No. We will not take out a shower and replace it with a bath. The shower was put in for a specific reason and will not be changed as you accepted the home the way it was when you signed your Tenancy Agreement. It will only be changed in exceptional circumstances.
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- I only want to have a new kitchen put in and don't want any other work done. Is this possible?
If your home needs more than one thing done, then we need to carry out all of the work to meet the Government's Decent Standard. We cannot allow you to choose what work is done to your home.
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- Will I be consulted about the design of my new kitchen?
Yes, a Kitchen Planner will come to your home and design your new kitchen. If you are not entirely happy with the design, they will sit with you and make any changes that are possible. Your kitchen will be designed to accommodate your fridge/freezer, washing machine and cooker.
Please note that the Kitchen Planner may not be able to match your exact layout due to safety reasons, but they will explain why if this is the case.
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- Will my internal doors be replaced?
Internal doors are not part of the Decent Homes work and will not be replaced.
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- Will you replace second toilets and downstairs bathrooms?
If you have a second toilet or a downstairs bathroom in your home that does not meet the Government's Decent Homes Standard then we will upgrade them. However, if they do meet the standard we will not upgrade them.
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- The area I live in needs work done to improve the local environment e.g. better car parking and fencing. Will this work be done as part of the Decent Homes Programme?
There is some limited money available for this type of work. We would like to talk with people from these areas to decide how this money will be spent.
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- If I am unable to move my furniture will I be given help?
We can give you help to move items of furniture. If you need help moving items of furniture please tell your Tenant Liaison Officer as soon as possible.
However, South Tyneside Homes and its contractors will not accept liability for any damaged items whilst they are being moved.
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- Will my carpets and furniture be protected?
Dustsheets will be provided and used to protect your carpets and furniture.
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- What about my laminate flooring?
The workmen will do their best not to damage any flooring if you leave it down. However we will not be held responsible for any accidental damage.
It is your own responsibility to make sure that your laminate flooring is lifted and relayed. Ideally this should be done before any of the work starts.
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- What do I do about my pets?
Your pets should be kept out of the way while the work is being done to avoid injury to either your pet or the workmen on site. If possible, take them to a relatives, friends or neighbours house. If this is not possible please speak to a member of the site team who will tell you which rooms they will not be working in and where is best to leave your pets.
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