Impact Housing Association – Whole House Renovation Works.
Contract Scope: Internal and external damp proofing and associated whole house works to occupied dwelling houses in social housing stock.
Full damp surveying and remediation service, external envelope remediation including cavity wall insulation removal/renewal, wall tie replacement, masonry repairs, underpinning and structural remediation works, internal refurbishment.
We faced specific challenges for this contract; all of the properties which require work on remained fully occupied for the duration of the contract.
We overcame these challenges by our Tenant Liaison team working in conjunction with our Contracts Management team, we managed resident expectations through a combination of face to face resident visits and pictorial illustration examples of what should be expected at handover each day in the process. This measure achieved maximum reduction in complaints as the residents knew fully in advance what should and should not be expected.