Planned maintenance works
What you need to know
Planned Maintenance Works – what you need to know
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Welcome
The Guinness Partnership manages around 60,000 homes throughout England. We
keep our homes in good condition by continually investing in our planned works
programme. Planned maintenance works include the replacement and maintenance
of the following building components:
Kitchens
Roofs
Bathrooms
Gas and Electrical Central Heating
Windows and Doors
Passenger Lifts
Electrical wiring
Our annual planned programme aims to ensure that homes in most need of works receive it
first.
This booklet provides you with details of what to expect when we carry out planned
maintenance works to your home. We have also included information on how to prepare
your home prior to works commencing and what choices are available to you before works
commence.
We normally carry out one component replacement at a time so please refer to the section of
the booklet that applies to you. If you are unsure what works are planned, then please
contact us using the details provided in your confirmation letter. Alternatively please refer to
the back of the booklet, ‘How to contact us’.
Before you read on here are some Key Facts to be aware of.
Works to Leaseholder properties If you are a leaseholder we would only carry out
repairs to the external envelope and some communal parts linked to your property.
Works would include windows, doors, roofing, re-decorations and lifts etc.
Leaseholders will be recharged for works in accordance with the terms in the lease.
You will be consulted before we undertake any major works.
Do I have to pay for planned works? If you are a Guinness Partnership tenant you
do not have to pay for works. If you are a leaseholder you will be recharged for
works in accordance with the terms in the lease. You will be consulted before we
undertake any major works.
Who carries out the work to your property? We use a range of contractors that
are carefully selected through a competitive tendering process. All of our contractors
carry identification badges and these should be clearly displayed. If at any time you
are unsure if a contractor is employed by us, please contact us immediately. Our
contractors will be happy to be delayed while checking their details.
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Planned Maintenance Works – what you need to know
Contents
Welcome .................................................................................................. 2
Planning works to your home ................................................................... 4
The Planned Maintenance Team ............................................................. 5
Preparing for works .................................................................................. 5
How we support you ................................................................................ 7
What we expect from you ........................................................................ 7
Our planned maintenance standards ....................................................... 8
Kitchen replacements .............................................................................. 9
Bathroom replacements ........................................................................... 12
External and communal area decorations ................................................ 14
Window and external door replacements ................................................. 15
Gas boiler and electrical heating replacements ........................................ 17
Electrical system upgrades ...................................................................... 18
Lift replacements ..................................................................................... 19
How to contact us .................................................................................... 19
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Planning works to your home
How we select properties for planned maintenance works
We hold records of what’s in your home. We hold this information in our ‘Asset
Management Database’. We are able to estimate the age, type and condition of the
components and this information is used to plan and prioritise works.
To help keep our information refreshed we also arrange stock condition surveys. If
you are due a survey we will write to you explaining what will happen.
Our typical replacement cycles are as follows:
Kitchen replacements and electrical wiring upgrades
20-25 years
Bathroom replacements
30-35 years
External and communal area decorations
5- 9 years
Window and door replacements
30-35 years
Gas boiler replacements
15-20 years
Electrical storage heater replacements
30 years
Lift replacements
10-30 years
Sometimes we replace components earlier than expected; however, this is normally
only in exceptional circumstances. If components are older than the guidelines
above we may not replace them if they remain in serviceable condition.
How to check to see if any planned works are programmed in your area
Budgets are approved in January each year and works are planned from April to
March. If your home is in our programme we will contact you between March and
June to inform you of our plans. Additionally, information on the current years
planned programme is available on our website www.guinnesspartnership.com
(under Repairs and Maintenance, Planned Maintenance).
If you need to discuss planned works with us then please refer to the ‘How to contact
us’ section on page 19.
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Planned Maintenance Works – what you need to know
The Planned Maintenance Team
We have a dedicated Planned Maintenance Team that is responsible for coordinating the delivery of the planned works programme. Projects will be supported
by a team that will be responsible for communications, welfare, safety, quality and
cost management. Projects are usually supported by in-house Planned Maintenance
Surveyors or Employers’ Agents. In all cases the team’s objective is to ensure that
works are completed to a high standard. Some of our planned works will take
several days to complete; where this happens there will be a ‘Resident Liaison
Officer’ available to help answer queries and provide additional support.
If you are concerned about any aspect of planned works being carried out to your
property please contact us (see page 19).
Preparing for works
Having major works carried out in any home can be disruptive and inconvenient. To
ensure things happen as smoothly as possible you can help by:
Safety and Security
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Keeping children away from work areas.
Keeping your pets in other rooms.
Ensuring you have your entire set of keys returned by the contractor upon
completion of the works.
Keeping personal belongings and valuables in a safe place.
Always asking to see operatives’ identification before allowing them into your
property.
Not smoking during the works. Under the Health Act 2007 smoking was
banned in the workplace. Your home becomes a temporary workplace when
works are being carried out.
About you
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Please respond to our pre works survey to tell us about any special
medical conditions that our contractors need to be aware of.
Tell us if you need an assessment for ‘special adaptations’ if you have a
disability. We will arrange for an occupational therapist to assess any special
needs before any adaptations to your home are agreed. This generally
applies only to bathroom and kitchen replacements but we want to ensure that
you and your family are able to make full use of the facilities in your home.
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Other preparations
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Clearing away personal items from areas of work including cupboards and
units. Our contractors can help move heavy items and provide packing boxes
where necessary. This will need to be completed in advance of the
contractors starting works.
Will there be any pre-works checks? Yes. If your home was constructed before
the year 2000 we may wish to carry out a refurbishment asbestos survey in the
rooms where work is to be carried out. The survey is carried out so we comply with
current asbestos regulations and health and safety guidance. You will be contacted
by our asbestos surveying contractor who will make a convenient appointment with
you.
Can I supply my own materials? We recognise that you may wish to use some
materials of your own choice. We allow you to provide paint and wall tiles at your
own expense. Any material of your choice must be suitable and good quality and we
will be unable to guarantee the quality and performance of the items you provide.
We do have some basic rules that you must follow if we are to use your products.
These are as follows;
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If wall tiles are provided for bathrooms and kitchens they must be ceramic and
no less than 150mm x 150mm in size.
Paint must be suitable for kitchens and bathrooms.
We will only apply two coats of paint; additional coats will need to be applied
by you.
Materials must be on site and ready to use.
Can I keep my existing floor covering? With new kitchen designs it’s unlikely that
your new units will match the old layout. If we are able to incorporate your existing
floor into the new kitchen design we will require you to sign a disclaimer form
confirming your responsibility for future maintenance and any unforeseen damage
caused during the new kitchen installation.
When will I know when the works will start? Once the project start time is agreed
the contractor will be in touch to plan the works with you. You should expect at least
two weeks’ notice; however, there are times when they may ask if they can start
more quickly. It is important that you allow them reasonable access to complete the
work.
Who will check the work? We will arrange for works to be inspected upon
completion and will carry out spot checks to some properties during the project. If
you are experiencing delays, are concerned or have any questions then please
contact us using the details sent to you, or refer to the ‘How to contact us’ section on
page 19.
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Planned Maintenance Works – what you need to know
How we support you
For all planned works we will:
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Provide you with contact details of key persons responsible for the planned
works project.
Provide you with project commencement and estimated completion dates.
Keep you informed about progress during the works and deal with queries
raised during the works, promptly.
Carry out spot checks during the works process and visit you if requested.
Inspect the works upon completion to ensure they have been completed to a
good standard.
Ask you to complete a survey after completion of the work to help us measure
the success of the project.
Please note that we are unable to offer compensation during the period we carry out
planned works. We will review any special circumstances that need to be considered
with you prior to commencement of works.
What we expect from you
If you’ve already replaced your own component(s) such as a kitchen or a bathroom,
and they are in a fair condition, we wouldn’t normally carry out replacement works.
You can also refuse to have works completed as long as there isn’t a concern for
your safety, welfare or integrity of the building. With all works carried out within your
property we require you to allow us to test your electrical system and upgrade or
repair it, if necessary.
Major works will cause disruption; our contractors should keep you informed on any
anticipated delays and they must protect your property during work. If you have
concerns relating to delays then please contact the contractor’s site management
team. If you do not receive an adequate response then please contact our project
management team. Details and contact information will be provided to you prior to
commencement of works.
You are expected to follow our customer code of conduct when dealing with
contractors or our representatives. A copy of this can be obtained through our
website www.guinnesspartnership.com or by calling our Customer Service Centre on
03000 111 321.
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Our planned maintenance standards
We have developed set standards that cover the quality of works and materials,
options and choice, and respecting you and your home.
Quality
We have developed a standard specification of works for all component replacement
projects. Wherever you live you will receive the same high standards of
workmanship and materials. Through our procurement processes we have ensured
that we only employ contractors that have proven ability and experience applicable to
our planned works projects. We employ experienced ‘Clerks of the Works’ to ensure
that contractors adhere to our specifications and complete works in accordance with
manufacturer’s standards and recommendations.
Choice ☻
When you see this coloured smiley face, it means choices are available to you. This
is likely to be in relation to colours, designs and works.
We want to make sure we offer you choices where practicable. We want to ensure
that the products we install will last and that there is a range of options available to
you where possible.
Sustainability ☻
When you see this coloured smiley face, it means the product or equipment has a
reduced impact on the environment.
Energy Efficiency and Water Conservation ☻
When you see this coloured smiley face it means the equipment is energy efficient or
has been designed to help you reduce your energy or water bills.
Aids and Adaptations ☻
We already fit lever taps and showers as standard. This ensures that the new
components are more sustainable and will help you reduce your energy and water
bills.
If for some reason we are unable to carry out adaptation works during that time we
will ensure it’s picked up by our specialist contractors at your convenience.
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Planned Maintenance Works – what you need to know
Kitchen replacements
Kitchens are normally replaced within 20-25 years. When we identify your property
as being part of a kitchen replacement programme it will automatically be included
within the works tender.
When a contractor is awarded a contract for kitchen replacements works he will
arrange a joint visit to your property with the kitchen manufacturer/designer to carry
out an assessment of the works required. The kitchen designer will work through the
design, colour and material choices with you and discuss the best locations for your
white goods, such as the washing machine, cooker and fridge freezer.
We will try to accommodate your needs as much as possible. There will be
occasions where the size, shape and layout of the kitchen will limit the options
available to you.
The designer will provide you with a plan layout and 3D drawing of the new kitchen;
and details of the colour choices that you have picked. You will then have a period of
seven days during which you can change your mind. After that time, you will not be
able to make any changes.
Please note, this is a typical example and not necessarily the kitchen you will receive.
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The kitchen specification
If your kitchen is being replaced our specification includes the following:
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Complete removal of all existing units, floor covering and tiling.
Complete removal of all existing water supply and waste pipes
within the kitchen.
Installation of new kitchen base and wall units and doors (choice
of four unit door styles/colours).
Installation of new worktops (choice of six colours).
New stainless steel sink and drainer with flow control lever taps
as standard.
New ceramic tiles to walls above worktops to the underside edge
of the wall units. Full height wall tiling provided behind the cooker
space (choice of four colours).
New vinyl slip-resistant floor covering (choice of four colours).
New extractor fan (where required).
New water supply pipes (copper) with new emergency shut down
valves, which will be placed in easy to access locations.
Space for washing machine, cooker and fridge freezer (a
dishwasher space can be made available if space allows).
New water waste pipework.
Full redecoration of walls, ceilings and pre painted surfaces (two
finish coats, choice of six different colours).
Electrical works –New wiring for sockets and switches where
necessary, new LED lamps (Light bulbs) and hard wired
smoke/heat detectors (radio linked to avoid surface mounted
cables) where none are present. One double socket will be
provided for every 1.2 linear metres of new worktop, with a
minimum of two double sockets above work surfaces per kitchen.
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Other considerations
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Replacement white goods such as cookers and fridge freezers are not part of
the kitchen replacement works. All appliances owned by you will be re-installed.
Please make sure you have full details of any new appliances that you have
planned to purchase available for the designer to incorporate into your new
kitchen. Although we do not test your existing appliances during major works, if
our contractors notice something wrong they will inform you immediately.
Respecting you and your home is an important part of any major works project.
Our contractors will inevitably create dust and noise during the works process and
they will ensure that dust sheets are used to protect the floor areas on main
routes to the kitchen. To help prevent the spread of dust we advise that you keep
doors shut. You will have periods when you will be unable to use your kitchen
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Planned Maintenance Works – what you need to know
space for short periods of time. However, our contractors will ensure that you
have cooking facilities to use overnight.
Staying at home during the works is not essential, if you need to go to work or
want to go out at all then please make sure you provide the contractor with a
spare set of keys. They will ensure that all keys are securely stored in a safe
over night and they will return your keys upon completion of the works.
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Bathroom replacements
Bathrooms are normally replaced within 30-35 years. When we initially identify your
property as being part of a bathroom replacement we will include the works within
our plan. However, upon our contractor’s inspection, if it is found that your bathroom
is in a fair condition we may remove this from the programme. Where this occurs we
will provide you with a new estimated replacement date. Existing bathroom layouts
are not normally changed. The contractor will visit you prior to commencement of the
works to provide you with the choices of colours relating to wall tiles, painting and
floor coverings.
The bathroom specification
Our bathroom specification includes the following:
Complete removal of all existing bathroom fittings, floor covering and tiling.
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Complete removal of existing water supply and waste pipes.
Installation of a new steel bath with slip resistant base and side grip
handles.
Installation of a new china wash hand basin and pedestal.
Installation of new china toilet pan with a close coupled cistern, plastic
seat and dual flush mechanism.
Installation of a new electric shower over the bath.
New flow control single lever taps to the bath and a mono block mixer
tap to the wash hand basin.
New ceramic wall tiles, up to two courses above the wash hand basin
and from the edge of the bath to the ceiling level around the wall above
the bath (choice of four coloured tiles as a ‘band’ feature to the tiled
area above the bath – see photo below).
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Planned Maintenance Works – what you need to know
Glass shower side panel with a shower rail and curtain to surround the bath where
no walls exist.
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New vinyl, slip resistant floor covering (choice of four colours).
New extractor fan (where required).
New water supply pipes (copper) with new emergency shut down
valves, placed in easy to access locations.
LED Lighting.
New water waste pipes.
Adapted bathrooms/level access wet rooms where identified and
recommended by an Occupational Therapist (please refer to the
previous section ‘About you’).
Full redecoration of walls, ceilings and pre painted surfaces (two finish
coats) (choice of four different colours).
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Please note that we only offer stand alone shower cubicles as part of an
Occupational Therapist’s referral.
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External and communal area decorations
It is important that we maintain the decorative standards of our buildings because we
want our estates and homes to be well maintained and to look nice.
We normally repaint external areas every 5-7 years and internal communal parts
between 7-9 years.
Regular site inspections enable us to plan our works and prioritise our painting
programme.
We only use high quality products and we work with manufacturers to ensure we
choose the right paints for the right locations. We are committed to using paints that
have a minimal impact on the environment.
The decoration specification
The decoration specification includes:
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Gloss finish to all pre-painted timber and metal surfaces (choice of up
to four colours for front doors).
Masonry paint finish to stone and concrete where previously painted.
Communal area finishes will depend upon location.
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Planned Maintenance Works – what you need to know
Window and external door replacements
Where we replace windows and doors our preference is for high quality reinforced
plastic units.
We use other materials in certain circumstances, for example, where there are
specific local planning requirements.
All of our windows and doors are ‘secure by design’ and will be fitted with high quality
multi point locks (UPvC only) and other security measures such as spy holes and
door chains.
Where we replace front doors in some locations we are required to fit one door
design in one colour. Decisions are made through consultation with tenants. We
provide a range of choices and will choose the most popular design and colour.
Composite doors are our preferred choice for the main entrance to your property.
They are formed of a combination of materials and where a door opens into a
communal area it will have a built in door closer and will be fire resistant to at least
30 minutes.
New windows are manufactured to high thermal efficiency standards. There is often
an increase in thickness of the frames and window casements compared to the
originals. The impact of those increases mean that glazed areas may be slightly
smaller than was originally the case.
Window designs will be as near as possible to match those existing, unless this is not
practical.
In areas where there are high traffic volumes or other environmental challenges, we
sometimes change our specification to help cope with specific circumstances.
The window specification
Our typical window specification includes:
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Window frames to be white or brown externally (depending on previous
colour) and white internally.
Double glazed with energy efficient glass.
Window handles with push button/key operated locking mechanism.
Child proof window restrictors.
Trickle ventilation to all window units.
Tilt/turn hinges to allow easy cleaning safely from within your property where possible.
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The external door specification
Our typical door specification includes:
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Night latch.
Five-lever mortice lock or multi point locking.
New door numerals.
Spy hole.
Door chain.
New frame and hinges.
Letter plate.
Door closer (where your door opens into a communal area).
Note: Sometimes we will need to apply for planning permission when replacing
windows. You will be notified by the Local Authority when this occurs.
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Planned Maintenance Works – what you need to know
Gas boiler and electrical heating replacements
Gas boilers are normally replaced after around 15-20 years; more modern boilers
sometimes fail earlier. Electrical heaters will differ in lifespans. Storage heaters are
normally replaced after 30 years.
New boilers and heaters are often smaller and more efficient than those they replace;
with all replacements we will make good any disturbed areas. Where boilers are
located within a kitchen cupboard, any new, exposed pipework located between a
cupboard and a worktop will be covered by ducting.
With all new boiler installations we will ensure that the radiators and pipework are
cleaned out and the system controls will be updated if necessary.
Where we need to remove carpets and other floor coverings we will ensure they are
re-laid afterwards. If you have laminate flooring it is likely to become damaged
during the removal. We strongly advise you to remove and relay this yourself as we
will not be liable for any damage caused during the works process. During the
replacement of gas boilers you will not have running hot water or heating until the
system is completed. Our contractors will provide temporary heaters during this
process, upon request.
Decorations are likely to be disturbed where radiators/heaters are replaced or
re- located. We are unable to carry out redecorations when this happens, however
we will provide vouchers to help cover the purchase of new materials.
Electrical heater specifications will differ. If you are using an Economy Seven
storage heater system then it is highly likely that we will replace the system with a
more efficient and user friendly system. Where panel heaters are being replaced we
will also ensure new heaters are carefully chosen to ensure they are fit for purpose.
We will also top up loft insulation if possible.
The gas boiler specification
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New ‘A’ Rated gas boiler.
System power flush clearance.
Thermostatic radiator valves.*
Room thermostat (where required). *
Programmer/timer.*
Ducting above kitchen work tops.
Loft insulation checked and topped up.
System and controls tuition with supporting user documents.
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*if not already present or if they are in a poor condition.
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Electrical system upgrades
Electrical systems normally need upgrading every 25-30 years. To minimise
disruption we prefer to use the existing electrical cables where possible. On the rare
occasion where a full rewire is required, we will try to conceal new cables within
ceiling and wall spaces. Where this is not possible we normally place cables within
mini-trunking. We do not normally bury cables within the structure of our buildings
due to the extensive disruption this can cause. All system upgrade works will be
discussed with you prior to commencement of works.
Electrical upgrade specification
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Full system test.
New RCD circuit protected consumer unit (commonly known as a fuse
board).
Provision of earth bonding where necessary.
Installation of mains powered smoke alarms.
Replacement of sockets and switches where required.
LED lighting (when works are in conjunction with a replacement kitchen or
bathroom).
New sockets points (when works are in conjunction with a replacement
kitchen)
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Lift replacements
Lift installation specifications differ depending upon the number of storeys a lift needs
to travel and the type of use. It’s important that new lifts operate effectively and can
withstand heavy and frequent use. Whenever we replace a lift we specify the build
and quality to ensure an expected replacement of between 20-25 years.
When we upgrade and replace our passenger lifts there are strict regulations and
guidelines we have to adhere to and this applies to both electric and hydraulic lifts.
Our replacement lifts are more energy efficient than the previous ones achieving
savings of up to 30%. The new doors for lift car and landings are heavy duty
guaranteeing a more robust and smooth operation. All finishes within the lift car and
on landings are robust, maintainable and modern. The new lift installations are
designed to meet the demands of the Equality Act 2010 ensuring accessibility for
persons with a disability. Our new replacement lifts have microprocessor controllers
which have minimal moving parts and hence increased reliability and service. Lift car
alarm and emergency communicators enhance safety and assurance to our
customers. Where considered necessary, we also have the option of providing
CCTV for added customer safety and security when using the lift.
How to contact us
Write to us
The Guinness Partnership
Henshaw House
851 Silbury Boulevard
Central Milton Keynes
MK9 3JZ
Call us
03000 111 321
Email us
gs.mail@guinness.org.uk
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