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Moat has produced this booklet to outline the information that you need to be aware of when your home is scheduled for planned works. Inside this booklet, you should be able to find the answer to any question you may have about any work scheduled to be carried out in your home.
All work will be completed by Apollo,
Moat’s appointed contractor for planned works. Apollo operatives always carry photographic identification cards; please ask to see this card before allowing anyone to enter your home.
If you have any queries, please call
Moat’s Customer Contact Centre on
0845 600 1006.
As you would expect, any refurbishment within your home will bring with it a level of disturbance, although we always try to keep this to a minimum. You will be asked to remove any personal belongings from cupboards and surfaces before the work begins. We will also ask that you remove any personal fixtures and fittings that you may have on your walls.
If you are unable to move your belongings yourself due to a disability or medical issue, please ask our site team and they will move your belongings for you.
If you are having a full electrical rewire, we will ask that you ensure access is available to every socket and switch in your home.
Once you have made your design choices and we have finished our surveys, you will receive two weeks notice before the work is due to start.
You will also receive a reminder one week before the work begins.
We will inform you of who your Resident
Liaison Officer (RLO) is before any works begin. An RLO is an Apollo representative who will ensure all the work on your property runs smoothly and on schedule.
Throughout this leaflet you will see a clock at the bottom of each page informing you of the time each job should take.
Please note: These are guideline times which can vary depending on the work required and the layout of your home.
You will not have to make any temporary living arrangements during the course of the works. Apollo will restore power and appliances to full working order at the end of each day, wherever possible.
However, if you are having work carried out in your kitchen, you may need to make alternative eating arrangements.
We make every effort to keep cookers in the kitchen throughout any work, but occasionally a lack of space will require us to move your cooker to an alternate location agreed by you. The same may also apply to washing machines, tumble dryers, fridges and freezers.
You can call Moat’s Customer Contact
Centre on 0845 600 1006, or your
Resident Liaison Officer (RLO) to answer any questions that this leaflet does not cover.
The RLO will keep you informed of any developments, arrange access for
Apollo and provide you with your style choices where appropriate. You will receive a letter from your dedicated
RLO prior to any works starting.
The short answer is no. However, we strongly suggest that you do accept our offer to improve your property, as it will benefit you greatly in the future. If you have any concerns about the planned works to your home, please discuss them with one of the advisors at Moat’s
Customer Contact Centre or your
Resident Liaison Officer.

• Your new bathroom suite will be white, with matching white tiling for a fresh, modern feel
•
You can choose from a selection of colours to paint your bathroom walls.
Alternatively, you may choose a colour which we do not offer, but you will have to cover the cost of this yourself
• You will be given a range of floor coverings to choose from.
Where possible, we will also give you the option to keep your existing flooring
•
Apollo’s operatives will aim to reconnect your services, including the toilet, at the end of each day
• If plastering is required, the installation of your new bathroom may take a little longer than the time outlined below.
How long will it take?
Five
• You will be given a range of kitchen units to choose from
•
You will also be asked to select the door-fronts, work surfaces and the colour of the flooring
• Any new tiling that is required in your kitchen will be white
•
Water and electricity supplies will be restored every evening before Apollo’s operatives leave
• Some of your appliances may be moved for safe keeping. Any washing machines or tumble dryers will be stored in another room. Refrigerators and freezers will be reconnected in a location agreed with you
•
We will do our best to keep your cooker available for use during the works. However, we may need to disconnect the cooker temporarily. With this in mind, you may have to make alternative eating arrangements.
How long will it take?
Ten

•
Any new windows or doors that are installed will either have white uPVC (plastic) or timber frames
•
The new windows or doors will be double glazed, helping to keep more heat in and thus making your home more energy efficient
•
Keeping heat in your home will also help reduce your utility bills
•
Double glazing will make your home less susceptible to external noise pollution
•
The new windows and doors will be easy to clean, both inside and outside.
How long will it take?
Five
•
Before any work is started, an electrical test will be carried out in your home to establish whether you need an electrical upgrade or an electrical rewire
•
An electrical upgrade entails some minor work, such as installing a new fuse board or repairing sockets
•
An electrical rewire is a larger procedure and includes the renewing all of the existing electrical cabling, as well as switches, sockets, light fittings and the fuse board
•
Where possible, we will use the existing channels within your walls to channel the new cabling. If this is not possible, we will wall-mount the new cabling in white trunking; we will aim to keep this to a minimum
•
Your electricity will be turned off at different times throughout the day, although we will inform you beforehand
•
It is recommended that you try to open your fridge or freezer door as little as possible while your electricity is off. Keeping the doors closed will keep the contents colder for longer.
How long will it take?
Five

Moat
Mariner House
Galleon Boulevard
Crossways
Dartford
Kent
DA2 6QE t. 0845 600 1006 e. customer@moat.co.uk
www.moat.co.uk
This information can be provided in large text, on audio tape or in electronic format.
We offer Language Line services to people whose first language is not
English. Please call us if you require these services.
Moat Homes Limited is a charitable housing association. 3/11