Modern Homes service standards


Investment delivery booklet cover

What is the Modern Homes Programme?

The Modern Homes Programme is Newcastle’s biggest ever housing-improvement programme. We have successfully applied for £348 million of extra government funding after achieving a 2-star rating. The Government’s ‘Best Value’ inspections rate housing providers on a scale of 0 to 3, and 2-star means that the Government think we provide a ‘good’ service. We will use this money to make sure all council homes meet the Government’s standard for a decent home by 2010.

We have worked with tenants to decide how best to organise the improvement work. We decided to split the work into two separate packages – work inside your home, and work outside your home. We will carry these out separately with a break in between. This will reduce the amount of disruption to your home during the work.

Visit the Modern Homes Investment section to find out more

What can I expect from the service?

Consulting you and providing information

  • We will produce a plan each year for improving homes in the coming year. We will publish the plan in our newsletter ‘Homes + People’, in Community Housing Offices and on our website.
  • We will always write to you first to tell you about any work we are planning for your home. We will do this at least three months before the work is due to start.
  • Nearer to the time, we will write to you again and give you more details about any work we are planning for your home. We may also invite you to an open event.
  • When we write to you, we will make sure we provide a contact name and phone number.
  • We will make sure you can choose fixtures and finishes whenever possible (for example, when we improve your kitchen or bathroom).
  • We will always take account of any special needs you have (for example, if you are disabled or ill) when carrying out improvement work to your home.

Carrying out improvements to your home

We will make sure that you receive at least seven days’ notice of when we will carry out work to your home. When we are working on your home, we will:

  • protect you and your home by making sure our contractors work carefully and safely;
  • respect you and your home while the work is going on;
  • make sure that everyone visiting your home carries identity cards;
  • cause as little disruption and inconvenience as possible; and
  • monitor our contractors to make sure they clean up after themselves at the end of each working day.
  • We will keep our appointments with you and let you know if we are running late.
  • We will always try to finish the work in the timescale agreed. However, if we have to delay the work (for example, because of bad weather), we will tell you by writing to you, phoning you or visiting you at home.
  • We will always give you the name and Freephone number of the person to contact if you have any questions or problems about the work to your home.

Our service standards

  • We will write to you to tell you about any work we are planning for your home at least three months before work is due to start.
  • We will hold an information event before we start work on your estate under the modern homes programme.
  • We will carry out customer satisfaction surveys on your estate during the modern homes work.
  • We will carry out a customer satisfaction survey within three months of the estate being finished on all of our completed schemes to assess the quality of the work and service. We will let you know what we have found and what we are going to do about any problems.
  • We aim for 85% of our customers to be satisfied with the internal work we have done on the Modern Homes Programme.
  • We aim for 93% of our customers to be satisfied with the external work we have done on the Modern Homes Programme.

Click here for a full copy of the Modern Homes Investment service standards

Local offers

Local offers are commitments that have been designed by tenants to improve housing services.  We talked to lots of tenants to find out what is most important to them to help us improve. One of our local offers for 2012-2013 will be delivered by the Modern Homes team: