What is the Decent Homes Standard (DHS)?

This is a Government Standard which we must achieve by December 2011.  It sets out four elements that a home can either pass or fail.  The elements cover minimum Health and Safety standards, reasonably modern amenities like kitchens, affordable warmth and being wind and watertight.

Will my walls be re-plastered as part of the DHS work?

Our Constructors will aim to keep damage to a minimum, but some damage is inevitable with a rewire.  We will try to complete a pilot property where possible so you can be advised about levels of damage.  Patch plastering to the areas directly affected by the work will be carried out.  Any additional plastering will need to be reported to Repairs and Maintenance.

If I have asbestos in my home, will it be removed as part of the DHS work?

Our Construction Partners will carry out sample asbestos surveys of every home before work starts.  The results of this survey will identify if any treatment is required, and this will be co-ordinated with the DHS work.  It is not always necessary to remove asbestos because it is safe if not disturbed.

Will I definitely get the work carried out in the year you have said?

Our aim is to deliver the DHS as identified in the six year plan.  While every effort is made to keep to these programme dates, there may be changes due to unforeseen circumstances.  We will tell you any programme changes.

How did you decide in which year an estate would have improvements carried out?

We pulled together a lot of technical information about conditions on each estate from the stock condition survey and our repairs and maintenance information and prioritised on a “worst first” basis.  We also took into account the views expressed by tenants in the 2001 Tenants Investment Priorities survey.

When will the survey take place?

Staff from the City Council's City Design Team will carry out surveys for internal work well ahead of any work taking place.  You will receive a letter telling you when the surveys will begin on your estate.

Our Construction Partner surveyors carry out surveys for external work.  This is usually a few months before the work begins on your estate.

What work will be carried out to properties?

The work has been split into an internal and an external package.  The internal package could include central heating, rewiring, replacement kitchens and bathrooms.

The external package could include door and window replacement, brickwork repairs and roof repairs.

We will carry out a technical survey in every home to assess what work is needed to bring the home up to the Decent Homes Standard and there will be a break in between the internal and external work to minimise disruption.

Why are there two packages?  Why not do all the work together?

This was discussed at a Tenants Group Event held on 7 February 2004 which was attended by Tenant Group Representatives.  They recommend that:

• There should be an even distribution of work across all areas of the City.  If work is done together this would target investment at fewer estates in any one year.
• Carrying out the work in two packages will mean that most tenants will be able to remain in their homes during the work.

There will be some exceptions where the work will be carried out as a combined package for technical or financial reasons.

Does this mean that I won’t have to move out during the work?

We have planned the work so that most people should be able to cope with the disturbance and stay in their homes.  If you feel that you are unable to cope with the work then we will look at what support we can provide.  This can range from helping elderly or people with disabilities to pack some of their belongings to go into storage, respite care or temporary moves.  It is important that you raise any concerns with your Constructor’s Liaison Officer during the home visit to make sure the necessary support is provided.

What if I disagree with the survey results?

If you are unhappy with the results of the survey, contact your YHN Project Officer.  We will discuss your concerns with City Design and our Construction Partner.  You will be informed of the outcome of this discussion, the decision will be final and cannot be changed.

Who will be doing the work?

We work in partnership with twelve Construction Partners.  When we contact you about the work in your home, we will tell you which Construction Partner will be working on your home.

How long will the work take?

We will carry out the work as quickly as possible.  The timescale will depend on what work is needed in your home.

How much notice will I get before the work starts in my home?

We will write to you telling you what work we are planning in your home at least three months before it is due to start.  Nearer the time, our Construction Partner will write to you again and give you more detailed information about any work we are planning.  You will be given at least seven days notice before work starts.

Will I have any choice over the fixtures and fittings used in my home?

We will let you know what choices you will have before the work starts.  You will be invited onto the ‘Talk to us Bus’ when it visits your estate to have a look at examples of the new fixtures and fittings that will be used in your home.  The Constructor will take any choices from you at a home visit or at an organised event.

What preparations do I need to do before the work starts?

The Constructor’s Liaison Officer will tell you during the home visit of the preparations you need to carry out.  This will depend on the extent of work but commonly can include:

• Making sure your personal belongings are removed and stored safely.
• Clearing all kitchen cupboards where necessary.
• Removing any pictures and mirrors from walls.
• Removing any floor coverings that you want to keep.
• Keeping pets out of the house where possible or restricting them to one room during the work.                     

How long will I be left without heating or hot water?

This depends upon the amount of work that is being carried out but you should not be left without heating or hot water overnight.

What if I don’t want the work?

The work is optional unless it is necessary for Health and Safety reasons for example, rewiring.  However, we will encourage you to have the work done and will provide any support you may need to make sure the disturbance to you is kept to a minimum.  You are not able to select elements of work e.g. you can’t have the central heating done on its own.  You must have all work carried out which is identified by the survey.

Will I get help with redecoration?

You will only receive a scheme allowance if you have been rewired.

This will be paid to you by cheque after the work is complete.  The amounts you will receive are:

• Bedroom (each) - £20
• Hall, stairs and landing - £30
• Living room - £50
• Dining room - £50

We recognise this will not cover all redecoration.  This payment is a contribution.

If your kitchen and bathroom are not fully replaced and you are rewired you will receive:

• Bathroom/toilet - £20
• Kitchen - £25

Will I be given a point of contact for any queries/concerns during the work?

Yes, you will be provided with a point of contact for queries and concerns.  You will be told of this contact on all information letters.  You will have contact information for key people in YHN and from our Construction Partner.

What do I do if I need a disabled adaptation?

If your bathroom is being replaced and you struggle to use the bath, you will need to discuss this with the Constructor’s Liaison Officer who will organise for an Occupational Therapist to call at your home to assess your needs.  For other adaptations, please contact the Adaptations Team within Investment Delivery on Freephone 0800 091 1255.

I have just had my new windows fitted and they are whistling.

Trickle vents are fitted at the top of your windows and these are left open when they are fitted to give your home ventilation and reduce condensation.  If you are experiencing uncomfortable draughts, you can close the trickle vents.  In high winds these vents may whistle.  This is perfectly normal and does not mean there is a fault with the windows.  If the vent is whistling, you can close it.  If you still need some fresh air, you can open a window slightly onto the ‘night vent’ position.

What if there is a problem after the Modern Homes work?

If a problem develops after the work is completed, this should be reported immediately to our Repairs Centre.  There are four ways to do this:

• By telephone 0191 277 8888.
• By using the online repairing form.
• By calling into your local housing office.
• By calling into a Customer Service Centre.

Does the DHS include environmental work like improvements to footpaths, fencing or parking?

No, it does not include any work outside the home.  We are continuing to work in partnership with other funding agencies, for example, New Deal for Communities and Bridging Newcastle Gateshead (Pathfinder) to attract complimentary funding.