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Painting leaflet - Coastline Housing

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Working in<br />

Partnership with<br />

Your guide to External<br />

<strong>Painting</strong> & Repairs


WHY HAVE I BEEN SENT THIS GUIDE<br />

Our records show that your property is due for its Cyclical External<br />

Redecoration.<br />

These works take place every 5 years on a cyclical basis. We have a<br />

programme to undertake redecoration to a number of properties each<br />

financial year. These works are referred to as ‘Cyclical Planned Works’ and<br />

will commence on the 1st April each year and continue through to the 31st<br />

March the following year.<br />

WHO WILL UNDERTAKE THE WORKS<br />

Technique Property Services Ltd (Technique) have been appointed by<br />

<strong>Coastline</strong> <strong>Housing</strong> to carry out the external painting and repairs to your<br />

home. The following information has been prepared to let you know what<br />

to expect when the works start.<br />

WHAT WORK WILL BE UNDERTAKEN<br />

The works to your homes will involve:<br />

• Cleaning down and redecoration of all previously painted wall<br />

surfaces (including window cills if applicable) on your home<br />

• Cleaning down of all PVCu fascias, soffits, bargeboards, gutters and<br />

downpipes on your home<br />

These works might involve the erection of static tubular scaffolding to allow<br />

access to undertake these works.<br />

If your home has existing timber/metal windows or timber shed doors, these<br />

will be repaired and redecorated if they are in good condition and have not<br />

been identified for future replacement in UPVC.


NOTICE<br />

Technique Property Services will contact you in writing, at least 10 calendar<br />

days before work is due to start advising you of the anticipated start date<br />

of the works to your estate.<br />

<strong>Coastline</strong> <strong>Housing</strong> requests that you are reasonably flexible regarding the<br />

dates given to you by Technique, as you must appreciate that this type of<br />

work is dependent upon suitable weather conditions.<br />

CUSTOMER CHOICE<br />

<strong>Coastline</strong> <strong>Housing</strong> will offer you a choice of paint colours available under<br />

this contract. Prior to starting work, Technique will ask you to choose<br />

between:<br />

• Four paint colours for the walls<br />

• Six paint colours for the Cills (if applicable to your home)<br />

• Four paint colours for the Shed Doors (if applicable to your home)<br />

You will be asked to complete a form confirming your colour selection.<br />

Please note that you will not be able to change colours at a later date once<br />

you have made your choice.<br />

On estates that have blocks of flats, all customers will be allowed to vote<br />

on a colour that the block will be painted in, but the majority vote will be<br />

the chosen colour.<br />

ELECTRICITY/WATER<br />

Technique are required to provide their own electricity and water for the<br />

purposes of carrying out the works. If Technique requests your permission<br />

to use your facilities, that decision – and arrangements for reimbursement<br />

of any costs involved – is entirely up to you.


PROTECTION<br />

Customers’ plants<br />

Technique will need to gain access all around your home to carry out the<br />

works. Technique will be responsible for protecting your plants/bushes<br />

during the works, but you are advised that if you have any particular<br />

valuable or sensitive plants you should temporarily remove them prior to<br />

the work starting. Please be advised that you will be required to move any<br />

garden furniture etc that is near the walls of your home to allow full access<br />

for Technique.<br />

Satellite dishes<br />

If your home has a satellite dish fixed to the wall, <strong>Coastline</strong> <strong>Housing</strong>’s policy<br />

on such installations is as follows:<br />

“That the customer seeks permission from <strong>Coastline</strong> <strong>Housing</strong> for the<br />

installation and that such permission is granted subject to the customer<br />

being responsible for the removal and re-erection of the satellite dish (at<br />

their own expense) should <strong>Coastline</strong> <strong>Housing</strong> wish to carry out any works,<br />

including maintenance to the property.”<br />

If you have not sought permission from <strong>Coastline</strong> <strong>Housing</strong> for the<br />

installation of the satellite dish, <strong>Coastline</strong> <strong>Housing</strong> considers it to be<br />

unauthorised and therefore does not, in theory, recognise its existence.<br />

However, to help overcome such problems we are offering customers the<br />

following two options:<br />

1. The customer retains the dish in position during the course of the works,<br />

as long as it does not interfere with the scaffolding and Technique agrees<br />

that it poses no health and safety hazard to the workmen. If the customer<br />

chooses this option, Technique and <strong>Coastline</strong> <strong>Housing</strong> will accept no<br />

responsibility whatsoever for any damage/misalignment suffered by the<br />

dish, although Technique will be expected to provide adequate temporary<br />

protection while work is taking place. Please also note that under this


option <strong>Coastline</strong> <strong>Housing</strong> and Technique will not<br />

be held liable for loss of use or enjoyment of the<br />

system due to signal loss or interference caused<br />

by the scaffolding. If interference or loss of signal<br />

should occur, it will be the customer’s responsibility<br />

to contact the service provider and temporarily<br />

cancel the subscription for the duration of the<br />

works on the property, as agreed with Technique.<br />

2. The customer removes the dish, following liaison<br />

with Technique regarding the dates and duration for<br />

its removal and re-fixing.<br />

Temporarily fixing of satellite dishes to Technique’s<br />

scaffolding will not be allowed.<br />

INSURANCE<br />

The structure of the building is insured already by<br />

<strong>Coastline</strong> <strong>Housing</strong>. In the unlikely event of damage<br />

being caused to the structure of your home during<br />

the contract, Technique are legally required to have<br />

public liability insurance cover which will normally<br />

cover any loss or damage caused to your personal<br />

effects or contents during the course of the works.<br />

Therefore, if any damaged is caused, a claim will<br />

need to be made against Technique Property<br />

Services Insurance policy. <strong>Coastline</strong> <strong>Housing</strong> is<br />

unable to accept responsibility for any damage<br />

to your house contents and possessions, and you<br />

are advised to make sure that you have adequate<br />

insurance cover for these.


MEETINGS<br />

<strong>Coastline</strong> <strong>Housing</strong>’s Project Manager and Technique’s Project Manager will<br />

meet on a monthly basis to discuss the general running of the contract.<br />

If you have an Involved Customer or residents’ association in your area,<br />

please feel free to raise any problems that you have with them who can<br />

raise them with <strong>Coastline</strong> <strong>Housing</strong>’s Project Manager. If your area does<br />

not have an Involved Customer or residents’ association, please contact<br />

<strong>Coastline</strong> <strong>Housing</strong>’s Project Manager, who will deal with any problems that<br />

you may have.<br />

QUALITY<br />

We will take the following steps to ensure that the work is carried out to<br />

everyone’s satisfaction:<br />

(i)<br />

Technique’s management and workforce will be required to make<br />

sure that the work runs smoothly.<br />

(ii) Technique will insist that their work force operates safely, in terms<br />

of power tool use, working practices etc.<br />

(iii) Only when all work on your home is finished to a good standard<br />

will we pay the Technique. On completion of the works <strong>Coastline</strong>’s<br />

Project Manager will undertake a snagging inspection to check the<br />

standard of the works.<br />

(iv) When the work is complete, we will ask you if you are satisfied with<br />

it by sending out a Customer Satisfaction Questionnaire for you to<br />

return.


IDENTITY CARDS<br />

Identity cards will be used by the <strong>Coastline</strong> <strong>Housing</strong>’s Project Manager and<br />

by Technique’s workforce. These will include a photograph, the name of the<br />

person and the company’s name and telephone number. You should not allow<br />

any person into your home to carry out work without their identity card.<br />

If anyone tries, you should immediately contact a Customer Services Advisor on<br />

08082 027 728 who will be able to advise and assist you.<br />

COMPLAINTS<br />

Naturally, <strong>Coastline</strong> <strong>Housing</strong>’s Project Manager and Technique Property<br />

Services will do their best to ensure that you have no cause for complaint. If a<br />

problem does arise, you should take the matter up initially with the Technique’s<br />

supervisor. If the problem is not resolved to your satisfaction, please contact<br />

one of our Customer Advisors at the Customer Contact Centre on 08082 027<br />

728. If you are still not happy with the way the problem has been dealt with,<br />

you can ask the Complaints Officer to investigate.


If you would like to know more about <strong>Coastline</strong> and its work, or have an idea<br />

about how we could improve our services, please contact us:<br />

<strong>Coastline</strong> <strong>Housing</strong> Limited, <strong>Coastline</strong> House, 4 Barncoose Gateway Park,<br />

Pool, Redruth, Cornwall TR15 3RQ<br />

Telephone: 0808 202 7728 or 01209 200200<br />

email: customer.service@coastlinehousing.co.uk<br />

www.coastlinehousing.co.uk<br />

Headland Ltd 01736 364694

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