Residents and Homeowners

Questions and Answers

Can I refuse to have the work done? 

If your home needs structural work, you can only refuse it in exceptional circumstances. It may be possible to delay work and re-schedule it for a more suitable time.

 
You can refuse non essential work such as a new kitchen or a new bathroom but you write to Raven to tell us, marking your letter for the attention of the Asset Management team.
 

What should I do if I have a complaint or enquiry during the work?

You can:

  • email us at raven@ravenht.org.uk
  • visit Raven House, the Helpshop or the Neighbourhood Shop at Marbles Way Tadworth.
  • make a formal complaint in writing. We will acknowledge your feedback and then provide a full response within 7 working days. Our address is Raven House, 29 Linkfield Lane, Redhill, Surrey RH1 1SS.  

Does anyone check the quality of the work?

The quality of the work will be monitored by the contractor on a daily basis and the site manager will carry out a full inspection on handover of your home.

Raven will also carry out a check of all homes at handover stage. If you have any concerns about the quality of any work please raise these with the contractor’s Resident Liaison Officer.

How do I guard against 'bogus callers' during the Decent Homes work?

All Raven staff, surveyors and contractors working on the Decent Homes programme carry identification cards at all times.

It is important that you always ask to see identification before you let anyone into your home. If you have any doubts about a caller’s identity do not let them in. If after checking a caller’s ID card you are still not satisfied they are who they say they are, please contact the contractor’s Resident Liaison Officer or Raven.

You should always be alert to protect yourself against bogus callers. If you are suspicious about any caller’s identity, you should call the police immediately.

How long will the work take?

This depends on the extent of works to be carried out. The work may be done in stages with short gaps between different types of work. Your Resident Liaison Officer will be able to inform you of the timescale at your induction visit and will keep you informed throughout.

Usually a kitchen takes 15 days to complete and a bathroom takes 10 days.

If the contractors make a mess of my garden will they put it back to how it was?

There are very few instances when we need to dig up your garden. Sometimes our contractors may need to put things in your garden or outside your back door. They will always put your garden back to how it was. If you are concerned about this then it may be a good idea to take a couple of photographs of your garden before the work starts.

Will I have a choice about how my bathroom will look?

You will be able to choose from a range of wall tiles, taps, floor covering, the colour of the bath panel and toilet seat for your new bathroom. Click here to see the options: Decent Homes resident choices

All bathrooms will be fitted with a white suite. You will also have the option of having a shower fitted over your bath.

Will I have a choice about how my kitchen will look?

Yes, when your home is surveyed, a designer will help you with the new layout of your kitchen. They will take into account what electrical appliances you have and make best use of the space available. You will be able to choose from a range of kitchen units, worktops, wall tiles, taps and floor covering. Click here to see the options: Decent Homes resident choices

Will I have a choice about how my door will look?

Yes, when we offer you a new door we will give you a resident choice form. You will be able to choose from a range of colours and styles. Click here to see the options: Flat door choices and House door choices

Can I keep my own kitchen units?

If you had our permission to install the units and they meet the Decent Homes standard then yes you can keep them.

Can I cook an evening meal while the work is taking place?

All homes will be left with the necessary facilities each evening so that you can cook. These may be temporary facilities whilst work is carried out to your kitchen.

Will I need to move during the work?

Usually no. In exceptional circumstances you may need to move out temporarily if it would be detrimental to you or a member of your family’s health to remain in your home.

The contractor’s Resident Liaison Officer (RLO), Fred O'wusu-Bennoah, will be on site to deal with any issues that arise and you can call him at any time during the working day on 07825 106708.

If Wates are not able to resolve the issue, or if you wish to contact Raven directly, the best ways to contact us are:

  • email us at raven@ravenht.org.uk
  • visit Raven House, the Helpshop or the Neighbourhood Shop at Marbles Way Tadworth

Someone from Raven will discuss this with you right from the start.

 

Will the contractor clear up their mess as they go along?

All the contractor’s mess should be cleared away on a daily basis. If you are having a problem with mess in or around your home you should contact your Resident Liason Oficer on the number in your pack. You can also contact Raven.