An Introduction to Tenant Care

For fabricators and installers working with tenants in residence there are a number of important considerations during any window refurbishment programme.

It is vital to minimise disruption to the householder. High working standards include what might at first sight appear to be common sense ideas but which are sometimes overlooked. Use good manners, demonstrate respect for the householder and their surroundings, operate a partnership policy, and show consideration at all times.

A code of practice for working in tenants homes should include:

Be polite

Use photo identity cards

Keep appointments

Use adequate dust sheets

Clean up properly and promptly

Update tenants on progress

Report damage

Return keys where they have been issued

Use clean overalls

Stop work if the householder is distressed

The following “don’ts” should apply:

Don’t leave the front door open

Don’t smoke

Don’t use WC without permission

Don’t use the home as storage for materials

Don’t make promises that can’t be kept

Don’t use radios or other audio equipment

Don’t accept offers of work direct

Don’t expect canteen facilities

Don’t use residents’ telephones

Don’t use residents’ electricity

Appointing a tenant liaison officer is a key part of opening up successful communication channels with tenant committees.  The tenant liaison officer should be available easily to answer tenants’ queries, and should be able to show tenants how to operate their new windows and doors once they are installed.

The tenant liaison officer should also:

Hold a meeting with residents prior to start of the contract

Identify any special needs (i.e. language problems, elderly, frail or disabled residents) in consultation with the residents’ association.

Send out introduction letters to all residents

Arrange a convenient time for the surveyor to call

Resolve with residents any items resulting from the survey

Agree a programme with residents for window installation

Keep an up-to-date programme of work on display in the office for inspection by the residents’ association.

In addition there are a number of means of ensuring that the site compound is kept secure and safe. Consider using steel lockable containers, covered skips, portaloos on site, a site office and steel fencing – all elements that will help to ensure that materials and equipment are stored safely and securely and that will keep the whole site neat and protected.